Client Service Manager at Brown Brothers Harriman in Tokyo

Job description

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. The Client Service Manager in the Client Service Dept. directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues. The individual focuses on the Global Custody disciplines and the applicable product offering for assigned client relationships. S/he will manage day-to-day activities for assigned client relationships and perform oversight of product offerings to support high client satisfaction. S/he will normally be responsible for managing Lead Client Service Representatives and Senior Client Service Representatives. RESPONSIBILITIES: 1. Client Servicing: •Act as the primary point of escalation for any client related issues and proactively manage the resolution process •Manage coordination of new fund and product implementations and conversions •Manage internal coordination to support client projects/initiatives •Oversee the day-to-day activities of the team ensuring deliverables are met on time and accurately •Build relationship with key client counterparts •Establish network with key internal resources across the Firm •Review and streamline functional tasks for maximum efficiency •Realize team efficiencies through increased automation and organize workflows •Coordinate and participate in client meetings •Participate in intra/inter-departmental projects and initiatives 2. Risk and Control: •Act as the primary point of escalation for Risk/Control for any client related issue and proactively manage the resolution process •Ensure adherence to all established procedures, controls, and best practices •Oversee the day to day activities of the team to ensure inquiries and deliverables are handled timely and accurately •Provide oversight of all BBH products, services, and key deliverables for assigned clients relationships •Manage controls efficiently to alleviate any areas of potential risk 3. Leadership/People Management •Oversee the day-to-day activities of the team •Oversee and ensure training and cross training of employees on relevant job functions to develop breadth and depth of knowledge •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 •Participate in the interview and selection process for job applicants, and assist new staff members in learning job specific tasks •Promote a cohesive team atmosphere through exhibiting strong leadership, effective communication and professionalism REQUIREMENTS: -BA/BS degree -7+ years of financial industry experience -4+ years of supervisory experience -Strong verbal, writing and presentation skills both in Japanese and English -Strong interpersonal skills and the ability to communicate at all levels -Ability to work accurately and quickly under pressure -Ability to delegate and achieve results as a team -Creative problem-solving skills including the ability to identify, recommend -and implement solutions -Ability to learn and adapt to new technologies and systems -Ability to foster team mindset, create cohesive environment -Fund services knowledge is preferred (If the candiate is hired for Global Fund Services department, knowledge of fund services is a must). -Comprehensive working knowledge of Microsoft Office Products We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply. About BBH: Brown