Fund Services Assistant Manager (B1)

What You'll Do Lead and Develop Your Team

• Manage, coach, and inspire a team of approximately 15 Treasury Services & Transfer Agency Specialists
• Create an inclusive, collaborative, and high-performance team culture
• Set clear expectations, provide regular feedback, and support employees in achieving their goals
• Conduct performance reviews and identify development opportunities for team members
• Recognize achievements and implement action plans to improve individual and team performance

Drive Operational Excellence

• Oversee day-to-day operations to ensure service levels and quality standards are consistently met
• Monitor and manage key performance indicators, including productivity, quality, compliance, customer satisfaction, absenteeism, shrinkage, and attrition
• Forecast staffing needs and partner with Workforce Management to optimize team capacity
• Develop and execute action plans to address performance gaps and achieve operational targets
• Conduct root cause analysis to identify trends and implement sustainable solutions

Deliver an Outstanding Client Experience

• Champion a client-first mindset across the team
• Drive improvements in customer satisfaction through NPS and other client experience metrics
• Support the resolution of complex client issues and escalations
• Ensure all interactions are handled professionally, efficiently, and in accordance with regulatory and internal requirements

Collaborate Across Functions

• Work closely with Workforce Management, Quality, Helpdesk, Business Intelligence, and other support teams to enhance service delivery
• Partner with internal stakeholders to remove barriers and improve operational effectiveness
• Contribute insights and recommendations based on data analysis and operational trends
• Facilitate discussions focused on continuous improvement and business performance

Drive Continuous Improvement

• Analyze performance data to identify opportunities and tell the story behind the numbers
• Lead initiatives aimed at improving efficiency, engagement, and customer outcomes
• Encourage innovation and empower the team to contribute ideas and solutions
• Stay informed about industry developments, market trends, and regulatory changes relevant to financial services operations

What We're Looking For

• Previous experience leading teams within customer service, operations, banking, financial services, or contact center environments
• Experience managing teams of 10–15 employees in a performance-driven setting
• Strong leadership skills with the ability to motivate, coach, and develop others
• Excellent analytical and problem-solving capabilities
• Proven ability to interpret performance metrics and translate insights into action
• Strong stakeholder management and relationship-building skills
• Exceptional communication skills, with the ability to simplify complex topics and manage difficult conversations professionally
• Ability to prioritize, multitask, and perform effectively under pressure
• A proactive mindset and a passion for continuous improvement

Nice to Have

• Experience within Treasury Services, Transfer Agency, Wealth Management, Investment Operations, or Capital Markets
• Knowledge of regulatory requirements and best practices within financial services
• Exposure to workforce planning and operational forecasting
• Experience working with NPS and customer experience improvement initiatives

Why Join Us?

• Flexible benefits package, including meal tickets and customizable perks
• MedLife private medical subscription
• Performance-based bonus opportunities
• 7Card support for sports and wellness activities
• Access to a comprehensive e-learning platform with professional development opportunities
• Exposure to an international work environment
• Supportive team culture focused on collaboration and continuous learning

If you're a people-first leader who enjoys developing teams, solving complex challenges, and delivering exceptional client experiences, we'd love to hear from you.