|部署・役職名||Client Service Team Lead|
Global Fund Services is a part of client servicing team located in Tokyo, Boston and Krakow.
Its primary role is to ensure high quality fund services are catered to offshore funds sold into Japan by liaising sponsors/promoters in Japan and our product teams located globally.
Client Servicing Team Leader （TL） directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues.
The individual is responsible for managing up to 3－5 account managers assigned.
<Control and Risk Management>
・Oversee the day to day activities of direct reports.
・Ensure all client documentations are appropriately filed and kept current.
・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.
・Review and discuss issues requiring escalation with Senior Management on regular basis.
・Interpret, review and revise guidelines and policies to enhance team effectiveness.
・Manage controls efficiently to alleviate any areas of potential risk.
<Client Servicing and Inquiry Response>
・Establish service standards for assigned client groups ensuring standards are shared with and understood by team members and all internal support groups （Operations, etc.）.
・Provide filtering and escalation for client requests; Serve as an escalation point for client service issues and deliverables.
・Establish appropriate contacts within client organizations and internal departments.
・Work closely with Client Service Managers and Relationship Managers to stay abreast of client goals and identify opportunities to expand client relationships.
・Build overall credibility and foster trust with assigned clients.
<Leadership and Staff Supervision>
・Promote a cohesive team atmosphere through exhibiting strong leadership, effective communication, professionalism, and development of individual career paths
・Participate in the interview and selection process for job applicants.
・Oversee and ensure training and cross training of employees on relevant job functions to develop breadth and depth of knowledge.
・Participate in inter departmental and cross Line of Business Project teams.
・Complete and oversee the completion of the our annual performance review process.
・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.
・Assist in managing team expenses.
<Technology / Productivity/ Innovation>
・Review and stream line functional tasks for maximum efficiency.
・Realize team efficiencies through increased automation and organize workflows.
・Lead and assist in implementing the coordination of new business and product implementations and conversions.
・7＋ years of related industry experience.
・Exceptional client service skills.
・Basic Fund Accounting knowledge.
・Generic knowledge about mutual fund industry.
・Bilingual – Japanese and English
・Strong written and verbal bilingual communication skills including the ability to lead conversation with the peers from the Operations under high pressure from time sensitivity and economic impact.
【歓迎（WANT）】・4＋ years’ prior supervisory experience.
・Ability to initiate, plan and follow through projects to completion
・Strong aptitude for numbers, accuracy and organization.
・Strong interpersonal and relationship management skills including the ability to build internal relationships toward managing client needs.
・Creative problem－solving skills including the ability to identify, recommend and implement solutions.