Client Service Manager - 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.

Join us as a Client Service Manager within the ETF Operations team! Key responsibilities include...

ETF Operations

• Responsibility for BBH ETF operations with particular focus on AP Servicing and settlements
• Contribute to oversight and prioritization of ETF technology queue
• Work closely with ETF Product in managing AP relationships

Client Servicing Management

• Responsible for client service for Investor Services largest and/or most complex relationships (more than 50 funds or more than 20 billion in assets or more than 8 to10 clients totaling the criteria for assets and funds)
• Form strategic partnerships by cultivating strategic internal and external relationships at senior levels and providing resources and expertise to maximize business success
• Establish and maintain relationship objectives with Client Service Managers (CSMs) and Relationship Managers (RMs)
• Identify opportunities to cross sell BBH products and services
• Provide filtering and escalation for client requests; Serves as an escalation point for client service issues across business lines as well as deliverables in CSG
• Remain up to date on changing industry initiatives and educate/inform clients through frequent communications and periodic presentations
• Establish appropriate contacts at senior levels within client organizations and internal BBH departments
• In conjunction with the CSM, stay abreast of client goals and strategies and identify opportunities to expand client relationships
• Participate in and/or lead client visits, presentations, walk throughs and other sales and client retention activities
• Dedicate to meeting the expectations and requirements of internal and external customers

Risk and Control

• Act as the primary point of escalation for Systems, Operations, and Risk/Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures
• Monitor operational issues across the department and follow through with effective problem resolution with senior management in supporting operations departments
• Ensure the smooth, effective operation of the department including compliance to all operational procedures, proper product and service delivery, appropriate escalation and resolution of high exposure items, and maintaining proper standards and controls
• Ensure team adherence to deadlines

Strategy

• Maintain relationship objectives and develop a proactive relationship and service plan to ensure an exceptional value added service to clients
• Ensure long term profitability of client relationships and have the ability to create competitive service strategies for each client
• Partner with the most senior levels in the client's organization to discuss and determine strategy and review new product development initiatives
• Participate and lead client service and fund accounting related discussions for prospecting and sales calls
• Anticipate potential trends, future issues or consequences with clients
• Bring creative ideas to market and demonstrate sound judgment relative to which ideas and suggestions will work

Technology and Innovation

• Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and reporting tools
• Work closely with senior technology staff at the client to develop and maintain a culture of results oriented, continuous process improvement
• Demonstrate a sound understanding of the market place as it relates to fund accounting products and services in order to solution what works for each client and why

Leadership and People

• Lead interdepartmental committees and project teams; Develop strong relationships with senior members of the Operations management team
• Provide ongoing feedback and coaching to staff to improve individual and team performance; Manage performance issues and disciplinary process for employees falling below set expectations
• Delegate effectively by clearly communicating objectives, standards, responsibilities, and milestones while holding individuals and teams accountable for achieving results
• Implement strategy by communicating powerful, coherent messages about how to