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Innocap · 1 day ago

Head of Relationship Management

New York, United States

Full-time

Hybrid

Director/Executive

10+ years exp

Innocap is the world’s leading firm of managed account platform services, and they are seeking a Head of Relationship Management to manage a global team of Relationship Managers. This role involves overseeing client satisfaction and ensuring financial targets are met while cultivating strong relationships with key clients.

Business DevelopmentFinanceFinancial Services

Responsibilities

Manage a global team of Relationship Managers based in NY, Montreal, London, Asia and Abu Dhabi

Oversee and deliver on team financial targets, client strategy implementation, development and monitoring of team and individual KPIs and ensuring overall client health and satisfaction

Serve as senior escalation point for critical client issues

Implement a uniform protocol for client coverage including use of CRM, escalation procedures, and client health metrics

Acquire a thorough understanding of Innocap’s services and products

Ensure overall client satisfaction by closely monitoring that client deliverables are being met and that all client concerns and needs are addressed, properly communicated to internal partners, or escalated to management

Develop a thorough understanding of client operating models and an appreciation for what drives client service requirements

Effectively work with all internal Innocap teams to always have a complete view of client deliverables

Track daily deliverables, identifying areas of concern, and pulling together resources to ensure deliverables are met

Proactively identify, communicate, and resolve client-related issues both internally and externally

Manage priorities and deadlines for client deliverables so that Innocap is best positioned to succeed, all while satisfying client needs

Build and maintain relationships across various stakeholders both at the client level and within internal Innocap teams

Communicate client feedback to ensure continuous improvement of processes and client experience

Monitor service quality and assess client satisfaction through both formal and informal channels

Understand clients’ strategic priorities and effectively aligning Innocap’s offering to facilitate attaining their objectives

Qualification

Relationship managementFinancial services experienceAsset servicing knowledgeTeam managementNegotiation skillsProcess-drivenProactive thinkingMulti-taskingDelegationInterpersonal skillsDetail-orientedWritten communicationOral communicationLeadership

Required

University degree in finance, business administration, or a related field

Desired seniority level: 10+ years of experience in financial services including at least 5 years of relationship management experience and 5 years of managerial experience; minimum 5 years within the alternative investments industry

Capacity to manage institutional relationships and to navigate through large, sophisticated organizations

Strong knowledge of asset servicing to effectively consult on client needs

Exceptional interpersonal skills with a proven track record of being client-focused and delivering outstanding client service

Process-driven with a proven track record of having implemented uniform processes within a client-servicing or relationship management team

Skills in negotiation, leadership, and delegation

Detail-oriented and excellent written and oral communication skills

Ability to think and act proactively, and multi-task in a stimulating environment

Flexibility and willingness to travel frequently to visit clients as needed