Purpose of Role:

Reporting to an AVP the Officer is responsible for ensuring team compliance with operating policies procedures and guidelines in the timely completion of accurate Net Asset Valuations (NAV). They are also responsible for team development staff management and enhancing client satisfaction.

Specific Duties:

Principal Tasks

• Take responsibility for the quality of service delivered to assigned clients
• Perform and/or monitor quality and internal controls for all team deliverables
• Plan and manage the daily processes and the effective utilisation of resources with the support of the AVP
• Identify issues and problems in service delivery and carry out necessary corrective action keeping team and AVP informed of issue. Record the issue in an issues log and track progress
• Ensure that Key Performance Indicators are produced and dispatched as required
• Review corporate documentation on processes procedures and controls and evaluate the continuing effectiveness of these and related systems initiating remedial action as necessary. Ensure documentation exists for any client-specific procedures
• Monitor errors complaints and potential breaches. Record as appropriate in the Errors log
• Ensure adherence to IFS internal policies and procedures
• Manage absences time keeping and holiday/cover arrangements within the teams
• Ensure contingency plans exist for the work of the team and where necessary contribute to the business continuity plans and tests
• Participate in the development testing and implementation of new systems and products
• Assist with planning and management of all relevant project work
• Assist with recruitment of new staff
• Act as focal point for contacts and meetings with other departments and external contacts
• Conduct regular and structured team meetings ensuring action points are followed up
• Establish and maintain good working relationships with clients third parties and colleagues communicating effectively through formalised reporting and ad hoc liaison. 
• Manage the administration billing process
• Manage and complete client initialization and transition
• Maintain managerial oversight of all operations conducted by the Fund Group in Poland.
• Ensure sufficiently trained staff is available to service the client/s and deliver quality service.
• Assume responsibility for the implementation of client specific Fund Accounting projects (new business development review planning & roll out).
• Ensure Director Assistant Vice President & Donor site CRM are adequately updated on a regular basis regarding all aspects of your client/s account highlighting all potential risks with possible solutions in a timely manner.
• Initial point of contact for Fund Accounting Senior Associate(s) & team members in your charge.
• Provide weekly reporting on issues and status to management team. 

Leadership and Management

• Lead and motivate staff particularly direct reports.
• Set and maintain standards of personal and professional performance/behaviour; ensuring staff accountability and adherence to company policies and procedures.
• Co-ordinate and implement training and development activities for the team members within your charge.
• Provide coaching guidance and support to team members on technical professional and client issues.
• Agree goals for Senior Associate(s) & team annually and keep up to date on the PPR system during the year.
• Monitor and appraise the performance of Senior Associate(s) & team - providing regular formal and informal feedback ensuring the PPR system is updated within corporate deadlines.
• Manage resources & take responsibility for the recruitment of new Fund Accounting staff. 

Management of Client Delivery

• Attend service calls as required and plan accordingly for confirmed projects. Act as primary liaison for Fund Accounting Poland’s activities.
• Continually review the Operating Environment & implement improvements where necessary - to that end to be knowledgeable of :
  • both Standard & Client Operating Procedures
  • daily processes & controls associated with such
  • ensuring accuracy of procedures and adherence of same within the fund group;
  • evaluate the continuing effectiveness of core and related systems initiating remedial action as necessary. Ensure documentation exists for any client-specific procedures.
• Monitor team expertise on all aspects of client operations through the use of a team knowledge matrix.
• Where client initiatives involve the need to amend the current process liaise with the appropriate Staff Members/Client Relationship Managers to ensure full understanding of current vs. future state and potential gaps/business impacts that may require project support.
• Identify issues and problems with client delivery and carry out necessary corrective action keeping Director Assistant Vice President and CRM informed of issue. Record issues in an offline issues log and track progress (action plan). 

Manage Relationships

• Maintain close contact with the team Senior Associate Director Assistant Vice President & CRM briefing him/her on all issues and problems both actual and potential.
• Liaise with counterparts in Europe to implement best practice approaches and to ensure that service objectives are met. 

Communication

• Run monthly meeting with team which specifically focuses on client initiatives team training etc ensuring any action points are followed up.
• Establish and maintain good working relationships with clients third parties and colleagues communicating effectively through formalised reporting (MIS CRM & Senior Ops KPIs) and ad hoc liaison.
• Ensure effective logging and resolution of enquiries and liaise with appropriate parties to resolve/ escalate queries / problems within agreed timescales.

Environment

Reporting to a Director Assistant Vice President the candidate will be responsible for a team in a busy and challenging environment.  The candidate will gain exposure to many client relationship management aspects with an excellent opportunity to gain experience in a fast moving financial services environment. 

During the course of normal day to day operation responsible for identifying any unusual or potentially suspicious transaction activity and must report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures

Specific Qualifications / Skills:

• Strong numerical analytical and problem resolution skills
• Ability to work under pressure and to tight deadlines
• Highly computer literate
• Excellent communicator with strong interpersonal skills
• Demonstrated managerial and leadership skills
• Ability to build train and manage effective teams

Level of Education:

• Primary Degree or a Professional or Accounting qualification or equivalent

Previous Level of Experience:

• 4+ years working in the provision of fund administration services or have worked in another aspect of the Financial Services Industry for a number of years

Skills:

• Critical Behaviors for Success as defined

Core Competencies

• Exercise sound judgment in all matters
• Leverage knowledge and technology to ensure optimal results
• Drive execution of all client and business related tasks
• Provide outstanding service to all client/s - internally & externally
• Communicate effectively at all levels within the organization
• Display organizational insight & influence
• Foster collaboration & team work
• Develop talent

Disposition

• Self-motivated
• Enthusiastic
• Leader / Motivator
• Trustworthy
• Self-reliant
• Flexible