Relationship Mgr., HFS

$120,000 yearly
  • The Resume Review - Recruiting Department
  • Minneapolis, MN, USA
  • Jan 13, 2022
Full time Customer Service

Job Description

Job Description Title
Relationship Manager, HFS
Job Description
The Relationship Manager (RM) is instrumental to ensuring the ongoing success of NTHFS client relationships.  The RM is primarily responsible for managing both external (client) and internal (shared service) relationships.  On a daily basis, the RM should exhibit an excellent working knowledge of NTHFS and NT to assist clients and ensure we are demonstrating service excellence throughout the business.  The RM must be able to work in a fast-paced environment and to manage multiple projects and clients simultaneously both independently and as part of a team. 

  • Experience within fund administration, prime brokerage, asset management or consulting
  • Superb organizational skills, with the ability to multi-task and at the same time meet client needs
  • Exceptional presentation skills in formal and informal environments, small and large groups
  • Excellent grammar, written and oral communication skills
  • Adaptive, flexible style with the ability to work in a dynamic, fast-paced environment
  • Strong decision-making abilities, impeccable integrity and the ability to present technical and strategic information in a clear & effective manner
  • Expertise in one or more asset classes and roles, and familiarity with operations, treasury, trading, accounting and the alternatives space overall
  • Passion for learning, self-starter and strong technology skills
  • Bachelor’s degree in Finance, Accounting or related discipline; Master’s degree a plus

Qualifications: Major Duties

  1. Manage both internal and external relationships by developing a deep working relationship with Shared Services teams and clients at all levels.
  2. Ensure overall client satisfaction by facilitating efforts of service team, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners.
  3. Partner with Shared Service teams to continuously optimize support structure for client servicing.
  4. Understand the services and terms outlined in the Professional Services Agreement and manage client expectations at all times.
  5. Coordinate and facilitate investor and client due diligence sessions (in-person, via phone or in writing).
  6. Develop a deep understanding of client's business front-to-back, objectives, goals and market challenges.
  7. Cultivate strong working relationships with client C-suite leaders. Demonstrate ability to add value by anticipating possible solutions and partnering with client to implement.
  8. Coordinate Client Service Reviews (4 times per year) and subsequent reporting to NTHFS senior management.
  9. Cross-sell bank products/services and participate in development of solutions to client needs, coordinates presentations, brings in experts when appropriate, ensure smooth delivery of new services, and communicate emerging needs.
  10. Own client P&L and manage client profitability, understand competitive environment, develop pricing strategies, and works with team to enhance profitability. Proactively manage re-pricing as needed.
  11. Act as subject area expert, provides comprehensive, in-depth consulting and leadership to team and partners at a high technical level in any specific area (ex. Operations, accounting, investor services)
  12. Be a Champion for the ‘we mindset’ and a virtual leader and mentor across the business and the bank.
  13. Identify complex business and operational problems and provide solutions to drive continuous improvement in quality of service deliverables and internal efficiency
  14. Operate independently; demonstrate in-depth knowledge of business unit / function.
  15. Coordinate and manage client training on technology and tools.
  16. Act as a point of escalation to the client and shared service teams.  Manage difficult conversations and escalations (both internal and external) as needed.