Hybrid Client Service Manager - ETFs presso Brown Brothers Harriman (BBH)

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.

Join us as a Client Service Manager within the ETF Operations team! Key responsibilities include...

ETF Operations

• Responsibility for BBH ETF operations with particular focus on AP Servicing and settlements
• Contribute to oversight and prioritization of ETF technology queue
• Work closely with ETF Product in managing AP relationships

Client Servicing Management

• Responsible for client service for Investor Services largest and/or most complex relationships (more than 50 funds or more than 20 billion in assets or more than 8 to10 clients totaling the criteria for assets and funds)
• Form strategic partnerships by cultivating strategic internal and external relationships at senior levels and providing resources and expertise to maximize business success
• Establish and maintain relationship objectives with Client Service Managers (CSMs) and Relationship Managers (RMs)
• Identify opportunities to cross sell BBH products and services
• Provide filtering and escalation for client requests; Serves as an escalation point for client service issues across business lines as well as deliverables in CSG
• Remain up to date on changing industry initiatives and educate/inform clients through frequent communications and periodic presentations
• Establish appropriate contacts at senior levels within client organizations and internal BBH departments
• In conjunction with the CSM, stay abreast of client goals and strategies and identify opportunities to expand client relationships
• Participate in and/or lead client visits, presentations, walk throughs and other sales and client retention activities
• Dedicate to meeting the expectations and requirements of internal and external customers

Risk and Control

• 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
• Monitor operational issues across the department and follow through with effective problem resolution with senior management in supporting operations departments
• Ensure the smooth, effective operation of the department including compliance to all operational procedures, proper product and service delivery, appropriate escalation and resolution of high exposure items, and maintaining proper standards and controls
• Ensure team adherence to deadlines

Strategy

• Maintain relationship objectives and develop a proactive relationship and service plan to ensure an exceptional value added service to clients
• Ensure long term profitability of client relationships and have the ability to create competitive service strategies for each client
• Partner with the most senior levels in the client's organization to discuss and determine strategy and review new product development initiatives
• Participate and lead client service and fund accounting related discussions for prospecting and sales calls
• Anticipate potential trends, future issues or consequences with clients
• Bring creative ideas to market and demonstrate sound judgment relative to which ideas and suggestions will work

Technology and Innovation

• Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and reporting tools
• Work closely with senior technology staff at the client to develop and maintain a culture of results oriented, continuous process improvement
• Demonstrate a sound understanding of the market place as it relates to fund accounting products and services in order to solution what works for each client and why

Leadership and People

• Lead interdepartmental committees and project teams; Develop strong relationships with senior members of the Operations management team
• 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
• Delegate effectively by clearly communicating objectives, standards, responsibilities, and milestones while holding individuals and teams accountable for achieving results
• Implement strategy by communicating powerful, coherent messages about how to leverage strategic vision and focus on solutions oriented approach
• Build morale and a positive team environment through effective communications with the team and one on one

Experience

• BS/BA degree
• 8 plus years of related industry experience with at least 5 plus years of ETF Servicing experience (PCF creation, order taking or settlement)
• 5 plus years prior supervisory experience
• Experience with managing multiple, large and/or complex client relationships
• Ability to initiate, plan and follow through projects to completion
• Ability to motivate team to perform and deliver high level of client service
• Exceptional client service skills
• For Fund Accounting teams/clients, strong accounting, fund conversion and administration skills are required
• Strong aptitude for numbers, accuracy and organization
• Strong interpersonal and relationship management skills including the ability to build internal senior relationships toward managing client needs
• Strong written and verbal communication skills
• Creative problem solving skills including the ability to identify, recommend and implement solutions
• Ability to gain buy in and influence other groups across the firm
• Action oriented, deals effectively with ambiguity, is approachable and has a desire to develop direct reports

What We Offer

• A collaborative environment that enables you to step outside your role to add value wherever you can
• Direct access to clients, information and experts across all business areas around the world
• Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm
• A culture of inclusion that values each employee’s unique perspective
• High-quality benefits program emphasizing good health, financial security, and peace of mind
• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
• Volunteer opportunities to give back to your community and help transform the lives of others

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 Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law. Candidarsi ora