Location: Pune

Position Summary :

Responsible for assisting in managing the day to day operations of a select group of clients where services are performed in the region (custody but potentially extending to GRS / Institutional Accounting) or where clients have established their Operation centres in India (e.g. BlackRock, Capita, GSAM, Invesco, Fidelity, Franklin Templeton, Morgan Stanley, AGI / Pimco, T Rowe Price, IM US).

The Junior Service Director is responsible to traverse a broad base of global service teams to ensure clients are served exceptionally. They are expected to have a good understanding of all products and services (with focus on custody) provided to a client.

The Specialist must work through multiple client issues at varying levels of complexity. They are fully engaged in all matters related to the client, from routine service issue escalation to new product roll-outs. In this manner, the Specialist would monitor that all of the global service teams are performing their daily activities effectively and that we are meeting our service commitments. They must effectively balance the dual goals of meeting service delivery commitments, while ensuring that the organisation is in full compliance with all regulatory requirements.

They will partner with the Implementation teams to develop a highly customized process designed to successfully launch a multiple product business relationship.

Key Roles & Responsibilities:

1. Service Quality Monitoring for the custody service; which includes hosting frequent service reviews, establish client SLA and monitor non standards, acting as the Internal and External escalation point, feed pain points / challenges back to Ops forums and potentially participate in these internal forums.

2. Support the US SD with administrative client tasks such as BAC documentation, Billing, KYC, Account Opening etc.

3. Change Management - be the initial contact for new service / product enhancements and developments (projects). Coordinate and oversee these projects, ensure priorities are set and seek necessary internal resources.

4. Identify service improvements, supporting tactical initiatives and opportunities - focus on services performed in the region.

The Specialist must have a comprehensive understanding of front, middle, and back office demands of an investment fund, bank, insurance, and/or asset management complex. Proven ability to interface with clients and solution client issues. Works with considerable autonomy for managing client base. The role requires maintaining a comprehensive understanding of his/her clients' organizations (contacts, structure, holdings, complexity) and all servicing teams across AS Global Service Delivery and BK enterprise who service their portfolio clients.

The primary activities of the Specialist role include relationship management, client service coordination, and interface with Service Delivery teams for securing objective KPI's/metrics to demonstrate satisfactory service delivery in accordance with contract / SLA's, new business development.

Job Qualifications:

Minimum Education: Bachelor level education or equivalent.

Minimum Experience : Proven custody or fund management experience (- 8 years); preferably performing a client-facing role.

8+ years of related experience required; in-depth knowledge of asset management in a client-facing role.

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