Senior Manager - Client Service Management

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Central to our Organization, SRM’s are the link between the operations teams and the Sponsors, working with different people in the organization to ensure that Sponsors are satisfied with all our services.

You will have to develop a deep understanding of the Sponsor’s strategy, goals and future demands, being responsible for maintaining existing Sponsor book and ensuring that the revenues of the Sponsor’s portfolio grow, both in volume and in profitability.

You will achieve this by ensuring a high standard of service delivery and identifying growth opportunities. This function provides a focus point, both internally and externally, for the services of the firm to a certain number of its Sponsors. This position is directly responsible for the Sponsor satisfaction for those relationships and is also responsible for the timely and accurate delivery of information.

This position is acting as the first escalation point for any service queries of the relevant Sponsors.

The role is based in London/Chelmsford and you will work closely with the internal business areas in all locations.

Experience in the operations of investment management would be useful.

• To co-ordinate all activities and retention of our Sponsors.
• Manage relationships through a ‘net’ perspective ensuring profitable growth opportunities.
• Wide ranging engagement with colleagues in all Fund Rock locations.

• Work with the business areas to develop tailored solutions to ensure operational activity can be as efficient as possible without compromising service quality while maintaining a low risk profile.
• Continuously broaden our connectivity across the Sponsor base to ensure we are viewed as a partner integral to their business model.
• Constantly explore and develop Fund Rock upsell/cross sell opportunities.
• Obtain detailed understanding of ’s business model/products/strategy/operational requirements/Key Challenges/Competitors.
• Ensure that adequate legal agreements are in place to cover services and risks.
• Act as a first escalation point for issues for any service query for their Sponsor relationships and their related third parties, ensure prompt follow-up escalation where required.
• Ensure a high quality, efficient and timely professional service and that at least monthly Service Review Calls /Meetings are held with each Sponsor relationship and their relevant administrator where required.
• Manage SLA breaches, conflict, communications to the Sponsor ensuring matters are resolved rapidly
• Onboarding – work alongside onboarding / sales to establish new client setup
• Project manage new initiatives or client remediation plans / changes being rolled out
• Ensure Sponsor happiness ratings are accurate and match the views of the Sponsor
• Assist in the resolution of complex matters adding value to our Sponsors
• Build and maintain account plans for each Sponsor relationship assigned to you.
• Facilitate review meetings.
• Work closely with Operations / Compliance / Risk and other day to day functions to deliver the contracted range of services within agreed service levels.
• Create a RAG status for each Sponsor and produce /enforce remedial action plans for any relationships at risk.
• Build and maintain trusting and valuable…