VP - Client Service Manager, Investment Outsourcing

  • Negotiable
  • Chicago, IL, USA
  • Permanent, Full time
  • Michael Page International - US
  • 16 Jan 17

Our client, a leading global asset management firm located in the downtown Chicago loop, is seeking an experienced manager to join their Investment Operations team which provides middle office support to clients.

Our client is a leading global asset management firm located in the downtown Chicago loop.


  • Recruit, train, mentor and develop managers and employees.
  • Define performance standards, conduct performance reviews and handle salary administration for individuals and Managers.
  • Provide management, leadership and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication.
  • Develop staffing and succession plans.
  • Proactively prepare to ensure an effective onboarding experience for new Partners and Managers.
  • Oversee the delivery of IOO middle office services.
  • Create and negotiate the Service Level Agreements (SLAs), measure service delivery against SLAs, take corrective actions where needed to address service deficiencies.
  • Generate, interpret and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.
  • Create, document, maintain and improve process flows, operating procedures and controls.
  • Champion, sponsor and/or participant on business and technology enhancement initiatives.
  • Ensure appropriate operational controls in order to manage and mitigate risk
  • Research, analyze and resolve complex client inquiries.
  • Perform cost benefit and impact analysis related to new client service requests.
  • Build working relationships with clients.
  • Responsible for the delivery and continuous enhancement of IOO middle office operations and client services.
  • Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meetings and work to promptly resolve client servicing issues.
  • Responsible for creating and reporting on client satisfaction.
  • Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
  • Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness.
  • Build relationships with Relationship Managers (RMs), Shared Service Managers and support groups.
  • Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered.
  • Ensure internal and client issues are communicated and escalated in a timely manner.
  • Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across servicing teams.


  • A college or university degree and/or 7-15+ years of relevant work experience
  • 5+ years of prior management experience
  • Prior Financial Industry Operations, Asset Management and/or Investment Operations experience
  • Previous client management and client service experience in a service oriented environment
  • Extensive technical knowledge of financial services, asset management and investment operations
  • Excellent oral and written communication skills
  • Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set
  • Analytical and problem solving skills
  • Highly flexible and adaptable to change
  • Demonstrated success in coaching and developing individuals at multiple levels in an organization

Job Offer

Competitive Base Salary + Bonus + Excellent Benefits