Investor Services Manager

Krakow, Poland 

Investor Services Department

The HedgeServ Investor Services department has an established global presence, with operations located in the Cayman Islands, Ireland, Poland, and USA. Through the company’s continued growth, the team is seeking candidates to expand our operations in Poland. The team currently services a mix of private equity, hedge funds and hybrid structures. Using our proprietary technology, clients and investors experience an interactive, end to end, industry leading service. The team works with its clients and investors to introduce new technology solutions to continuously meet the demands of an ever-changing industry to support unique client structures and operating models.

Job Description

An Investor Services Manager is an integral part of the Investor Services department ensuring that the highest quality of service is delivered to both clients and investors. Working with the Director and Managing Director, you will be responsible for the continued growth and management of the department.

Key Accountabilities of the Role

Operational:

• Day to day delivery of all TA Services to the client for multiple teams
• Maintain client service levels, for dedicated clients, by ensuring timely and accurate delivery of information and reporting
• Provide second level of escalation for clients
• Review and approve investor transactions, as required, on HedgeInvestor® (HedgeServ’s proprietary Investor Services System)
• Review and approve AML/KYC, FATCA/CRS documentation, as required, provided by investors and follow-up where necessary. Escalate to Director and MLRO where required
• Ensure any issues, errors or complaints are escalated accordingly, and that adequate steps are taken to resolve issues and prevent future occurrences. Review and discuss with the Director any issues that require escalation
• Ensure that policies and procedures are adhered to daily and have this evidenced.
• Review and reorganize functional tasks for maximum efficiency
• Follow up and escalation of inquiries that remain unresolved outside of agreed Service Level Agreement’s
• Proactively work with the Operational teams to ensure that issues are being resolved and high standards are being maintained
• Participate / lead client due diligence visits
• Work with internal departments to evaluate and implement changes in proposed new regulations and ensure that all current requirements are met
• Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate.
• Manage projects for clients, as required.
• Provide leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent client servicing

Staff Supervision:

• Conduct annual performance appraisals and provide regular feedback based on goals for direct reports
• Participate in the interview and selection process for job applicants where appropriate
• Organize and perform training of staff and client specific requirements as well as cross training to develop depth and breadth of knowledge
• Ensure adequate staffing levels are in place, to meet both daily and future business requirements
• Provide mentoring, assistance, guidance and support to Supervisors and other staff
• Ensure regular team meetings are held and that views and feedback are encouraged and sought from all attendees
• Minimize overtime by implementing additional efficiencies as automation projects

Education:           Accounting, Finance, Legal or Business Degree – Completed bachelor’s degree required.

Experience:         A minimum of 6 years’ experience working in a hedge fund administration firm with a minimum requirement of 1 years’ experience working as an Assistant Manager.

Skills:

• Prior experience in a client-focused role gained in the financial services sector
• Operational experience in a Transfer Agency role is required
• People management and change management skills desirable
• Track record of building and maintaining strong client relationships
• Effective verbal reasoning and numeric skills required
• Ability to work under pressure meeting challenging deadlines
• Planning and organization skills
• Flexible approach to work
• Ability to review and resolve complex issues in a timely manner
• Ability to work under pressure meeting challenging deadlines
• Ability to work on own initiative

Please send your CV to our Recruitment Team via opportunity@hedgeserv.com

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