Client Associate Director - Fund Services

We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. 

With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian. 

Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise. 

Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients. 

Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines. 

What’s In It For You 

• Competitive salary  
• Private Pension Plan 
• Private medical insurance 
• Hybrid Working
• Annual Salary Review

Purpose of the Job

This is a senior position acting as a ‘Client Service Lead - Associate Director’ which largely focuses on being the operational lead for a key high-profile client of the Ocorian Group with multi-million pound annual revenue and continued growth plans. The candidate will require a high level of business awareness and a thorough understanding of fund administration services with a strong skill set comprising leadership, management, business intelligence, client communication/management, operational and risk knowledge.  Strong leadership skills are essential to manage, promote, develop and direct the client facing team across multiple jurisdictions helping them achieve their objectives. The candidate must have excellent communication skills and be sufficiently experienced to effectively manage the client and its strong growth ambitions.

The successful candidate will be part of the Company’s senior management team and will contribute towards setting the strategic direction of the Company and will help the company, their team and other client facing teams provide consistently high levels of service. 

Main responsibilities

Strategic Development

• Participate in developing the strategic direction of service provision, particularly with regard to long term planning, budgets and processes.
• Deliver budgeted financial goals.
• Ensure business risk is monitored, enhanced and managed effectively.
• Assist with improvements in employee engagement.
• Effective communication at all levels particularly with key client contacts and administration pillar leads.

Operational Lead responsibilities

• To act as the senior operational level of contact for the key client, ensuring client service levels are maintained or enhanced with a focus on this clients fund administration teams but also any other client facing operational teams (this client interacts with teams in multiple jurisdictions).
• To ensure all client facing admin team leads coordinate well with other functional pillar team leads (FA, IS, Depo and AIFM) reinforcing the importance of good communication across teams.
• Client facing ownership of risk and error events along with co-ordination of external and internal remediation plans.
• Ensure that compliance standards are maintained for the client.  Ensure file reviews are up to date and that teams are following standard operating processes. Non-standard processes should be well documented, training provided accordingly.
• To understand and drive improvements within the overall service relationship with the client. Work with other functional pillar team leads lead (FA, IS, Depo and AIFM) to produce and monitor KPIs & SLAs to improve client experience.
• To liaise closely with other functional pillar team leads to ensure the timely delivery of all services.
• To lead this key client’s fund administration team and ensure all deliverables are met.
• To maintain and develop the structure and reporting lines for all operational and administrative tasks as set out in the relevant administration and applicable service level agreements.
• To determine appropriate staffing levels in the context of existing and future workloads and ensure that competent candidates are recruited and trained/developed.
• To ensure that the Company’s contractual administrative obligations are satisfactorily performed.
• To motivate staff, maintain quality and review operational risk control measures and seek to constantly improve the performance of the administration team and each individual within the team.
• To support the training necessary to equip staff to fulfil their responsibilities and develop their roles.
• To ensure that agreed staff objectives and management goals are clearly stated and monitored/reviewed.
• To ensure that procedures are documented, followed, frequently reviewed and improved where required.
• To facilitate clear communications with managers by (inter alia) weekly meetings to review work in progress.
• To ensure the teams perform their roles in accordance with the regulatory obligations of a designated administrator.
• To contribute to the development of the Company’s IT systems to maximise the efficiency of processes.
• To act as a client escalation point, reviewing services provided, profitability, fee reviews and overall client satisfaction.
• To coordinate new projects for the client in coordination

Business Development

• To facilitate upselling and possible cross-selling with other Group business.
• To lead or participate in presentations for opportunities with the key client and assist in compiling the fee quotations for such opportunities, assessing profitability and estimating costs/proposed fee quotes.
• To co-ordinate the take-on of new business for the client, engaging the relevant team members to facilitate a timely and effective provision of set-up and on-going administration functions.

Corporate Governance and Compliance

• To maintain high standards corporate governance, participating in meetings and exercising sound judgement.
• To act in the best interest of the Company at all times.
• To be aware of the Company’s compliance obligations and ensure the Compliance function is supported.

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Knowledge, Skills and Experience

• The ability to problem solve with a client focused mindset articulating ideas and positions in a structured manner
• Good organisational and forward planning skills with attention to detail.
• Strong leadership skills
• A proven track record in client-facing senior roles including relationship management skills
• The ability to customise and prepare compelling presentations
• Excellent analytical and interpersonal skills and a strong desire to learn and succeed
• An understanding of decision making processes, stakeholders and market dynamics
• The ability to engage and influence all client contacts and senior stakeholders including C Suite individuals
• The ability to work independently on own initiative and as part of a team
• The ability to interact with colleagues at all levels in the Company and to gain their respect
• Sound technical knowledge of the applicable regulatory framework.

All staff are expected to embody our three core values.  These values underpin everything that we do and reflect the skills and behaviours we all need to be successful. 

• We are AMBITIOUS - We think and act globally, seizing every opportunity to support our clients and staff - wherever in the world they may be.
• We are AGILE - Our independence from any financial institution gives us the flexibility and freedom to keep things simple, efficient and effective.
• We are COLLABORATIVE - We take the time to understand our clients' needs so that we can deliver personalised solutions every time.

• Equal Opportunities for Everyone

Please let us know if there’s anything we can do to make the process easier for you. You can reach us at [email protected].

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status