Asset Manager Client Service, AVP

Job description

Tasks

• Responsible for customer satisfaction through evaluation and feedback to maintain or grow the business.
• Responsible for customer service delivery and service improvements. Understand customer needs and propose an improved service model.
• Provides outsourcing clients with a primary window for various inquiries/requests such as new launches, fund closures, change requests, regulatory requirements, system capacity, process improvements, and system access requests and issues (e.g. mySSI).
• Manages and leads the KPI service review cycle including relevant documentation at all stages, including an average of multiple production teams.
• Supports the relationship manager for senior clients, joint steering committee with outsourcing clients and internal global client metrics and analysis and business development.
• Manages customer expectations by identifying customer goals and needs.
• Responsible for escalating customer issues with team members and operations teams and provides solutions. Demonstrates changes that have been enforced to meet customer requirements and satisfaction.
• Collaborates with GO operations teams and creates frameworks to deliver enhanced services to outsourcing clients. Creates strong relationships with operations teams outside Japan.
• Works closely with Sales and Relationship Management to grow current business and win new business to meet Sales and Relationship Management objectives.
• Responsible for outsource customer service projects owned by Japan and globally.
• Shows progress in leadership tasks: Develops talent, inspires confidence and trust, and encourages professional challenge.

Requirements

• Customer focused individual with excellent customer skills, ability to lead and influence discussions with customers and external parties.
• Excellent business understanding of the outsourcing business.
• Ability to build a team that delivers outstanding customer service.
• Effective organizational, decision-making and communication skills.
• Excellent analytical and interpersonal skills, verbal and written communication skills.
• Experience in the financial services industry of at least 7 years.
• Supports a culture of engagement, teamwork, productivity and hard work alongside diversity and work-life balance.
• Business level in Japanese and English.

Additional requirements

• Team worker with flexibility and adaptability to environmental changes.
• Ability to work independently with timely escalation to/information sharing with/advice from line managers and colleagues.

We offer

• A great working environment.
• A competitive and comprehensive benefits package.
• Flexible working arrangements.
• A variety of development programs and educational support.