Overview:
Job Overview
As a Client Support Senior Associate within the Operations team, you will be part of a high impact team focused on delivering exceptional service to our clients. Reporting into a Vice President, you will be responsible for the day-to-day management of a team that is located across three regional offices.
The Client support team is the start of workflow for numerous departments within Colmore. The team’s work is time critical to the successful delivery of Colmore’s service to our clients. The team is responsible for the extraction and initial processing and allocation of third-party financial documentation ahead of downstream data capture activities.
You will be responsible for ensuring that the team completes all process tickets and associated deliverables, in a timely manner and in adherence with client SLA’s/ internal KPI’s. Take ownership of the control framework within the team, monitoring standards and implementation of technology solutions, in partnership with project management and IT. Building Colmore’s reputation by maintaining a high level of service for both internal and external stakeholders, with prompt actions on incoming queries, whether from internal or external sources. Finally, the successful applicant will be responsible for appropriately allocating workloads across the team.
The role requires the Client Support Senior Associate, to lead, empower and develop individuals to fulfil their potential and deliver world class customer service.
About Colmore
Colmore, a Preqin company, was founded on one idea: to empower those who invest in private markets. To make it more accessible and transparent. Private investments that are, well, a little less private and little more open. With customers at the centre of our decision making, we are building industry-defining products and services for the fintech era, designed to give investors control, clarity, and confidence. We’ve expanded rapidly, growing our team, year on year. We are building a business for the long-term. We need your help to achieve our goals.
We operate from six offices located in New York and Dallas in the US, and London and Birmingham in the UK, Bangalore, India, and Singapore. Our team employs more than 250 professionals, with the business monitoring over 3,000 private market funds and 40,000+ holdings.
Responsibilities:
- Daily monitoring of the Client Support’s workflow tools (e.g. JIRA) and controls. Ensure that the team completes tasks in line with specific client SLAs / internal KPIs.
- Coordinate across locations and functions to ensure that work is distributed appropriately and completed correctly.
- Attend client / internal stakeholder meetings and provide updates to senior management on progress. Manage Colmore’s external clients effectively and proactively. Articulate internal and external process delivery schedules. Ensure meeting takeaways are implemented / cascaded. Ensure wider team is responsive to external client queries.
- Support the compilation and continued enhancement of Management / Client MIS
- Support the completion of audit or client control checks, providing evidence of controls.
- Provide exception reporting to senior management.
- Prepare formal incident summary reports.
- Identify process / control weaknesses and propose improvements to management / assist with Business case write ups for systemic enhancements.
- Ensure that KOPs are kept up to date / in line with currently operating practices.
- Ensure that new mandates are onboarded effectively. Track and ensure that team has appropriate accesses to facilitate delivery of post go-live requirements.
- Perform four-eye reviews of Document Management System (DMS) to Helios uploads.
- Retrieval of all necessary documentation from Investor Web Portals
- Accurate tracking of the receipt of all quarterly report information.
- Maintaining Fund Manager contact details.
- Liaise closely with other internal departments.
- Ensure the quality and integrity of the data on the system is maintained.
- Report creation and extraction of data.
- Drive performance management across your team, constantly raising the bar in terms of delivering an exceptional customer experience. Perform monthly 121s with direct reports, perform objective setting and periodic performance appraisals.
- Build a cohesive one-team culture that spans the regional hubs, ensures consistent delivery across all mandates and focuses on a ‘right first time’ approach.
Qualifications:
- 6-8 years’ experience in a similar role ideally within financial services.
- Experience supervising processes.
- Experience line managing team members.
- Experience managing team member or processes in regions or offices beyond main location of work. (Preferred but not essential)
- Competent with managing client relationships
- Private equity knowledge (Preferred but not essential)
- Forward thinking, creative, efficient, with a level of business acumen
- Excellent organizational, analytical, communication and interpersonal skills
- Flexible team player but equally able to work independently and with minimal supervision.
- Ability to work accurately under pressure and to meet tight deadlines, whilst maintaining commitment to quality
- Intelligent, with an ability to understand and apply new concepts quickly.
- Must be able to take ownership of delegated responsibilities.
- Must be committed to high quality and service orientation.
Other:
Company Benefits:
- Fulltime employees are entitled to 25-day annual leave plus 8 days for Public/Bank holidays.
- Holiday buy/sell scheme.
- Access to the Group Income Protection, you will be added to the scheme from day 1 of your employment and entitled to the benefit after successful completion of probation. Employee receives 75% of their salary after company sick pay expires.
- Upon commencement of employment, you will be eligible to be covered by the Company’s Life Assurance scheme which, in the event of death whilst employed by Colmore will result in your nominated beneficiary receiving four times your salary.
- After successful completion of probation and at the company’s discretion, you will be eligible to receive private medical cover. The cost of cover will be met by the company. Employees need to beware that this is a taxable benefit.
- Automatic enrolment Group Pension Scheme – after successful completion of probation. Both you and the company will contribute, by means of monthly payments, 5% of your base salary. In addition you can make additional voluntary contributions which the company will match again up to a maximum of an additional 5%. So that maximum company contribution is 10% of your annual salary.
- Employee Assistance program – effective from the first day of your employment
- Health Cash Plans
- Access to a Will Writing service.
- Quarterly Awards scheme (RARE Recognising and Rewarding Excellence) designed to provide employees with an opportunity to nominate colleagues in recognition for demonstrating values and behaviours that are important to the organisation.
- Wellness benefits – Cycle Scheme, Taste card, gym membership
- Hiring the right talent across Colmore is key to our success, as a way to promote finding great talent we have a Recruitment referral bonus scheme in place, where you could receive up to $5,000.