Client Service Team Leader - Alternatives

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 Leader-Alts directs the client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues. The individual focuses on the oversight of the fund accounting, administration and custody disciplines and the applicable product offering for assigned client relationships. S/he manages day-to-day aspects of client relationships and performs oversight of core product functions as required to support high client satisfaction.

S/he will be responsible for managing client service supervisors and will deputize for the Client Service Manager, in their absence.

• The team leader will be responsible (with the BBH operational team and the client) to resolve complex and judgmental accounting issues.
• The team leader had to apply judgment both in resolving the technical matters that arise and the appropriate degree of escalation required to resolve any issues.
• The department is responsible for overall client service as well as the oversight of operations carried out by other office locations.
• A key element to overall client service is the timely and accurate completion of all deliverables e.g. net asset value calculation, regulatory reporting.
• The team leader is responsible for planning the resources of the team to meet all deadlines, monitoring the status of all deliverables and resolving / escalating any delays or issues that occur.
• Internally:
  
  - Daily management of team members (client service supervisors, senior representatives and representatives) and contact with direct manager (client service manager) - Regular interaction with both departmental management and teams from other service lines engaged in the overall service off to the client Interaction with internal risk / compliance functions as necessary
• Externally:
  
  - Regular client contact from day-to-day calls / emails, being a point of ad-hoc escalation and regular client meetings / calls
  - Point of contact for the client’s auditors
• The team leader is responsible for the day-to-day supervision of a small team (5 – 10) including review of their work and following up on the status of deliverables and deadlines.
• The team leader is also responsible for the management of those team members i.e. planning, coaching, goal setting and evaluation.

• Client Service
  - Interpret, review and revise guidelines and policies to enhance team effectiveness
• Provide filtering and escalation for client requests;
  Serve as an escalation point for client service issues and deliverables
• Work closely with Client Service Managers to stay abreast of client goals and identify opportunities to expand client relationships
• Establish appropriate contacts within client organizations and internal departments
• Build overall credibility and foster trust with clients
• Lead and assist in implementing the coordination of new business and product implementations and conversions

Maintain deep subject matter expertise in one of the core functions of service delivery – i.e. fund accounting or custody – and an in-depth working knowledge of the other and in-depth working knowledge of all other relevant service offerings (e.g. transfer agency, domiciliation and corporate secretarial, expense management etc.). Relevant knowledge of the core functions…