VP, Relationship Management

Ultimus•Boston, MA

About The Position

The VP, Relationship Management develops and retains assigned client and trust-level relationships while helping establish and meet firm goals, including retaining existing business, growing wallet share, and developing and executing strategic client relationship plans. The role takes a consultative approach with clients and internal groups on products, services, and industry insights; generates new business, including cross-selling; provides project leadership for fund and product start-ups and conversions; and works to ensure the company delivers excellent service. The role partners with Ultimus service teams and stakeholders to strengthen client relationships, improve satisfaction, identify revenue opportunities, address service issues, and manage client health. It develops client strategies and action plans, supports business development and marketing, and provides Senior Management with visibility into client health and issues. Travel may be required to meet clients and attend conferences or company meetings. The VP manages department associates, including hiring, training, development, work delegation, performance reviews, salary recommendations, coaching, and corrective actions. The position sets team and individual goals, holds associates accountable, mentors them, and fosters teamwork and effective practices.

Requirements

Bachelor’s degree in business administration, financial services, or equivalent experience.
10 or more years of financial services industry experience.
5–7 years of management and leadership experience.
Knowledge of client relationship management.
Knowledge of Microsoft Office Suite and Adobe Acrobat.
Ability to leverage relationships to improve client satisfaction and achieve company goals.
Ability to make sound business decisions based on financial principles and business knowledge.
Ability to motivate, develop, and train a team and build a strong culture of teamwork.
Ability to provide excellent service and develop strategic senior-level client partnerships based on client business requirements.
Ability to plan and delegate work, motivate others, assess performance, and take corrective action when needed.
Ability to develop systems and procedures to improve department quality and efficiency in accordance with company policies and procedures.
Strong multitasking, analytical, organizational, critical-thinking, and problem-solving skills.
Strategic, initiative-taking, and meticulous approach, with commitment to quality, efficiency, and effectiveness.
Personal integrity, responsibility, and accountability.
Clear and concise written and oral communication, active listening, and ability to support open exchange of ideas.
Ability to obtain resources, establish effective working relationships, and adapt priorities and deadlines to changing conditions.

Nice To Haves

Experience with 40 Act products, asset management, asset servicing, business strategy development, and/or product strategy development.

Responsibilities

Develop and maintain relationship strategies and account plans for assigned clients, addressing satisfaction, retention, profitability, and up-selling and cross-selling opportunities.
Execute client relationship plans and work in partnership with Ultimus service teams.
Where applicable, carry out client trust board responsibilities, including governance, reporting, and contract renewals.
Develop and maintain relationship strategies with service department stakeholders to deepen partnerships and explore revenue-generating opportunities.
Strengthen internal partnerships and facilitate cross-divisional resolution of issues to exceed client expectations.
Develop and implement client action plans and execute company projects.
Provide Senior Management with transparency into issues and client health.
Collaborate with management to develop synergies, harmonize the operating model, and improve business relationships.
Where applicable, assist with service issue resolution and work with client service partners to monitor and manage client health.
Anticipate, monitor, manage, report, and escalate risk, compliance, client satisfaction, and service quality issues.
Model ethical behavior and decision-making in accordance with Risk Excellence and company Core Values.
Support business development and marketing teams and sales and marketing campaigns as needed.
Travel as needed to meet clients and participate in conferences or company-related meetings.
Manage department associates, including hiring, training, development, delegation, performance appraisals, salary recommendations, coaching, counseling, and corrective actions.
Hold regular one-on-one and team meetings to discuss procedures, problems, and issues.
Establish team and individual goals, foster associate performance, and hold associates accountable for their work.
Mentor associates through instruction, coaching, on-the-job experiences, modeling effective practices, and advising.
Maintain extensive client contact, including relationships with centers of influence and senior-level client management.
Perform other duties as required and assigned.