Client Service Team Leader - ETFs

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

The Client Service Team Lead - ETF directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues. The individual focuses on the Fund Accounting, Administration and ETF operations disciplines and the applicable product offering for assigned client relationships. S/he will manage day to day activities for assigned client relationships and perform oversight of product offerings to support high client satisfaction.

S/he will normally be responsible for managing Client Service Representatives and Senior Client Service Representatives.

• Field and respond to client inquiries and escalated issues and serve as the point person for senior level client contacts
• Coordinate and participate in client meetings and deliverables
• Serve as a key point of contact for external clients with regard to daily servicing inquiries
• Identify ways to improve productivity and efficiency to enhance client experience
• Oversee activities of assigned client relationships and accounts to ensure client satisfaction is achieved
• Work closely with internal Teams to ensure timely resolution of client inquiries and improvement of services levels

• Participate in intra/inter-departmental projects and initiatives
• Recognize opportunities to achieve greater internal operational effectiveness
• Assist in the coordination of new business, product implementations and conversions
• Oversee daily ETF operational workflows to facilitate ETF client reporting

• Participate in the interview and selection process for job applicants, and assist new staff members in learning job specific tasks
• Conduct annual performance appraisals and provide regular feedback based on development plans for direct reports
• Develop key internal relationships to proactively aid in the resolution of client issues

• In-depth knowledge of ETFs strongly preferred
• Provide insight for potential workflow and application enhancements
• Remain knowledgeable of changing industry initiatives and the regulatory environment
• Exhibit a sound understanding of BBH products and services
• Provide training to direct reports for the skills necessary to perform relevant job functions
• Provide clients with support and insight on new technology, automation tools and products that are made available by BBH
• Utilize relevant internal technology solutions to effectively manage client inquiries and support client servicing deliverables

• Provide oversight of all BBH products, services, and key deliverables for assigned clients relationships
• Provide oversight and coordinate execution of periodic fund events, conversions or account launches with the appropriate internal departments
• Ensure adherence to all established procedures, controls, and best practices
• Maintain oversight of internal exception reporting and elevate issues that may impact client servicing

• BA/BS degree (business/finance/accounting concentration is preferred), or equivalent work experience
• Minimum of 3 to 5 years of financial services experience
• Experience in fund accounting and ETF operations
• Prior experience working in a client servicing focused work environment
• Ability to prioritize and quickly resolve client needs
• Ability to multitask, prioritize assignments and work quickly and accurately in a deadline-oriented environment
• Ability to communicate effectively with both verbal and written skills
• Technical proficiency in internal and/or web-based systems a plus
• Strong analytical ability
• Ability to work in a collaborative environment that requires collaboration with multiple teams
• In-depth knowledge and understanding of various securities options, accounting standards and ongoing regulatory changes
• Knowledge of…