client Service manager- investor solutionsIQ-EQ

Company Description
IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.
Job Description
The creation of IQ EQ Investor Solutions stems from many years of servicing fund of fund clients. Clients have been requesting solutions which provide full transparency on their portfolios, Investors need to know the finer details of their portfolios and they require to "drill down" into their underlying assets and portfolios.
IQ EQ Investor Solutions Team in addition to providing the Fund Admin services to the Fund of Fund clients it is leveraging the state of the art technologies ("Cosmos") alongside the technical expertise in providing dynamic and transparent reporting solutions to the GP as well as the LP community.
Investor Solutions have been growing rapidly and now have ambitious plans to expand the service offering and this role is to support the strategic framework of the product "Cosmos" as the Business secures and onboards new clients.
IQ EQ Cosmos:
A secure platform delivering real time data reporting and data analysis with slicing and dicing capabilities. Allowing clients to have a single source of truth helping with their performance analysis and portfolio monitoring.
The Investor Solutions Team Manager will primarily be responsible for providing supervisory support and day-to-day management of Client Services team composed of Senior Accountants, Accountants, Assistant Accountants and Accounts Assistants. Also the role will have a direct interface with clients and perform a pivotal role in the onboarding and implementation of new clients.
Core Responsibilities:
Managing and overseeing financial servicing for a portfolio of clients, ensuring the smooth running of day to day relationship and consistent delivery of client reporting/ information accurately and on time.
Providing operational CRM support to the Investor Solutions Client Services Director for several clients
Ensuring that adequate training has been received and support provided in order to complete the role and be proactive in defining areas needing attention or support
Provide analytical reviews and introduce strong control governance for the clients serviced via Investor Solutions
Be an 'expert' on designated clients including understanding technical details of their LPA, SLA, Fee Agreement and any technical nuances
Minimise risk to IQ EQ by ensuring all procedures and checklists are followed and SSAE16 requirements are complied with by all team members
Be an escalation point of FO Managers/Team Leaders regarding BO servicing if issues and concerns cannot be resolved at Senior Accountant level
Support Shift Manager by preparing management information and provide feedback and suggest solutions on key issues / risk encountered
Tasks / Duties:
Front Office / Client Delivery
Ensure team is delivering timely quality service to the FO such that all requests for designated clients are met, ensuring any client/investor queries are responded to within 24 hours
Ensure preparers and reviewers of work are delivering all work to a standard suitable for CRM/FO review
Engage with clients where required to provide explanation
Ensure that KPIs are developed, implemented, met and reported quarterly in accordance with agreed SLA's and take corrective action, if necessary
Maintain regular contact with FO through weekly phone calls and emails and effectively manage and resolve team's issues between FO and BO in a timely and professional manner
Identify procedures to improve efficiency and increase effectiveness of FO and BO relationship
Workflow and Resource Management
Ensure client deliverables are properly planned and adequate resources are allocated to ensure staff are fully utilised
Identify resource requirements and put through a proposal to Shift Manager where needed
Ascertain if work is effectively load balanced across team members and suggest solutions where issues arise
Ensure preparers of work receive relevant feedback on a timely basis and receive appropriate development support
Systems and Processes
Help improve the department's processes and ensure that the department is continually and positively progressing on all facets of delivery
Assisting Shift Manager
Develop ways of collating management information that is timely and accurate which will contribute to measuring the performance and KPIs of Manila office
Liaise with Shift Manager on a regular basis; report escalation of issues, risk and bottlenecks that are identified and suggest appropriate solutions
Strategic planning implementation based on department's objectives
Risk
Ensure timely reporting of errors, breaches and complaints and sufficient and adequate controls will be put in place
Identify and evaluate risk probabilities and find ways on how to minimise such risk to Manila office
Other
Assist recruitment process and internal promotions when required
Undertake any additional reasonable requests as deemed by the firm
Qualifications
Essential:
Qualified Accountant/CFA (CPA or equivalent)
As this is a client facing role. Excellent communication skills is a must
Analytical mindset, in reviewing the performance of PE Funds is essential.
7+ years relevant experience, at least 3 years of which are in supervisory or managerial experience
Experience of managing teams (composed of 5+ team members) and conducting performance appraisals
Comfortable communicating with Senior Management
Solid understanding of Microsoft Office tools, particularly to be proficient in Excel
A good knowledge of Investran is essential
Knowledge of the private equity industry is essential
Desired
Interest in performance reporting and various analytics a plus
Interest in how technology can provide efficiencies and transparency to clients
Experience working in Financial Services office environment
Mathematical/Financial qualification will be preferred for this role
Some travel may be required as part of this role
Additional Information
At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices
IQ-EQ

Pasig City, Metro Manila
Permanent
Full-time