Senior Associate, Client Service

IFM Investors•New York, NY

About The Position

At IFM, you’re not just part of an investment company – but an invested one. We see the work we do as the chance to take sustainable, responsible steps forward for millions of people around the world. So, we have made sure to create a workplace that’s inclusive, accountable and collaborative. Where you’re given the opportunities to make a meaningful contribution and grow your skills. All while feeling valued and supported for who you are and what you bring to the team. Along with the chance to make a meaningful, positive difference from day one, we offer a competitive salary and generous leave entitlements. Our hybrid and flexible approach can vary by team and role, it is built around trust. We encourage our people to manage their work life rhythm in a way that works best for them and their teams. The Senior Associate, Client Operations position within the Client Service team is at the forefront of the operational client experience at IFM. The Senior Associate position based in New York, will work closely with Global Client Solutions and other members of the Client Service team globally to support the management of the end-to-end client experience. The Client Service team is responsible for providing proactive, client centric service to clients and their related parties ensuring that clients have a positive and seamless experience. The role will also provide support to internal stakeholders across the business in delivering client objectives. This role combines customer service with financial expertise, often acting as a bridge between the client and the technical aspects of investment operations. This role involves ensuring efficient processing of client requests and partnering with various internal teams to address client needs and resolve issues.

Requirements

8+ years’ experience within financial services/ asset management, with experience in Investor Relations or Client Service
Ability to develop strong working relationships with both internal and external stakeholder
Knowledge and experience related to Private Markets
Bachelor’s degree
Tertiary qualifications in law, economics, finance or related field, commerce
Strong knowledge of systems/databases containing institutional or investment data
Experience with pension funds or institutional investors and client servicing
Knowledge of institutional investor needs
Business acumen, financial metrics and key performance drivers
Ability to successfully communicate (written and verbal) technical financial and investment related content
Strong Financial knowledge
In depth knowledge of Salesforce
Understanding of current global regulatory environment and requirements
Strong working knowledge of MS suite including excel, PowerPoint, Outlook, and Power BI
Service-minded and hard-working with a can-do attitude
Able to juggle multiple, competing priorities
Ambitious, assertive, helpful, motivated and entrepreneurial, with a desire to succeed
Team player who can work alongside the Global Client Solutions team to manage relationships, while managing other internal stakeholder relationships

Nice To Haves

Direct experience in a client-facing role is a plus
Proven ability to champion the criticality of quality client outcomes to important internal stakeholders
Proven Project Management discipline highly advantageous

Responsibilities

Serve as primary point of contact for client inquiries related to operational activities, transactions (distributions, capital calls), reporting, account management, ensuring that client issues are addressed swiftly and effectively
Co-ordinate the flow of investor inquiries and responses with internal teams to deliver timely and accurate investor facing communications i.e., performance reporting, specific and customised ad hoc requests
Liaise with Client Service Reporting and other internal teams to ensure delivery of reporting needs; ability to address custom reporting needs in the region, if necessary
Regularly communicate with internal teams (Global Client Solutions, Risk & Compliance, Investment Accounting, etc.) to address client inquiries; proactively address and resolve any issues
Organize, manage, and monitor the team’s schedule and inbox to ensure thequality and timely service delivery of requests and query responses
Identify and implement process improvement opportunities to enhance operational efficiency and client satisfaction; contribute to projects and initiatives of the team and the wider business, as necessary
Cultivates business relationships, partnerships and alliances internally and externally
Proactively manages the Client Service schedule
Ensures clients receive timely fit for purpose and proactive information as applicable
Demonstrates proactive issue management and a client centric approach to issue management & resolution
Supports the team’s efforts in achieving business and team goals
Develops an in-depth understanding of customer's organization structure, challenges, product/service offerings and industry
Builds and maintains a thorough technical knowledge of products to meet customer needs and develops an understanding of market segments as well as market data trends
Applies appropriate level of commercial rigor, diligence and process discipline to all responsibilities to support the efficient and seamless delivery of services
Builds relationships with key individuals within the team, department and organization
Work closely with relevant stakeholders to develop appropriate frameworks to support the efficient and seamless delivery of IFM services