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Senior Associate Director, Client 360

Company Description

Experience something Brilliantly Different with a career with MUFG Investor Services.   

Who are we? In a nutshell, MUFG Investor Services is part of the Mitsubishi UFJ Financial Group family, and we partner with over 480 loyal global investment firms to provide them with administration, assert services, banking, and fund financing. 

We’re in 14 global locations and provide an exceptional hub of Brilliantly Different talent to thrive.  

#LI-Hybrid

Job Description

In the current asset servicing environment, clients are looking for service providers to not only provide core administration services but also act as trusted advisor and partners. The role is to create a client focused culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients.

Client 360 will help coordinate deliverables across operations teams, help mitigate risk and communication strategy for incidents, participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring and strengthen and develop relationships with our clients.

A partial list of responsibilities and skills includes:

  • Develop relationships with key decision makers and operations staff at our clients.
  • Manage client relationships and act as escalation point for all client queries.
  • Own and manage incidents/errors end to end in a timely manner.
  • Maintain a high level of client satisfaction and retention.
  • Management and oversight of client specific SLA’s and KPI adherence by operations teams.
  • Host monthly service calls with clients with our SLA and KPI data.
  • Participate in client DDQ’s and oversight of periodic due diligence visits.
  • Determine RAG rating for clients. Escalation to internal senior management where appropriate.
  • Oversee and review client profitability and ownership of client account strategy to drive future growth.
  • Manage client profitability through workforce planning with operations teams and adherence to common operating model.
  • Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.
  • Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.
  • Participate in global projects to improve client related initiatives or projects with the operational teams.

Qualifications

  • Bachelor's degree in business administration, marketing, communications, or related field preferred.
  • At least 7 years' experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs. This can include other administrators, investment managers or fund auditors.
  • Demonstrate leadership and the ability to effectively manage a team of accounting professionals.
  • Excellent business acumen through a strong understanding of the fund administration business and the drivers of profitability and success.
  • Exceptional client service and the ability to satisfy the requirements of a complex and demanding client base. The ability to service these clients while maintaining the interests and health of the organization is critical.
  • Strong computer skills with strengths in Microsoft Office products.
  • In-depth understanding of fund administration industry. This includes various fund structures, fee calculations, financial instruments and fund offering documentation review.
  • Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems.
  • Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary.
  • Ability to work independently as well as part of a team in a fast-paced environment.

Additional Information

What’s in it for you to join MUFG Investor Services?  

Take a look at our careers site and you’ll find everything you’d expect from a career with the fastest-growing business at one of the world’s largest financial groups. Now take another look. Because it’s how we defy expectations that really defines us. You’ll feel that difference in all kinds of ways. Our vibrant CULTURE. Connected team. Love of innovation, laser client focus, and next-level LEARNING & DEVELOPMENT. Oh, and we really walk the talk when it comes to HYBRID WORKING.    

So, why settle for the ordinary? Apply now for a Brilliantly Different career. 

MUFG is an equal opportunity employer.

What You Should Know About Senior Associate Director, Client 360, MUFG Investor Services

Join MUFG Investor Services as a Senior Associate Director, Client 360, and experience a career that's Brilliantly Different! Located in Toronto, ON, Canada, we're not just another financial services firm—we're a part of the Mitsubishi UFJ Financial Group that caters to the needs of over 480 global investment firms. In this pivotal role, you'll create a client-focused culture that emphasizes satisfaction and trust. Your primary focus will be developing strong relationships with key decision-makers while managing client queries and ensuring seamless service delivery across operations teams. You'll be the go-to person for incident management and escalation, playing a crucial part in maintaining high client retention and monitoring service levels. If you're someone who thrives in connecting commercial strategies with client objectives, exploring cross-sale opportunities, and engaging in global projects, we want you on our team. With at least seven years of experience in fund administration or asset management, you understand what it takes to provide exceptional service and satisfy complex client needs. Join us and be part of a thriving culture where your leadership skills and innovative thinking will make a real difference. Don't settle for ordinary; embrace a career that truly stands out with MUFG Investor Services!

Frequently Asked Questions (FAQs) for Senior Associate Director, Client 360 Role at MUFG Investor Services
What are the responsibilities of a Senior Associate Director, Client 360 at MUFG Investor Services?

As a Senior Associate Director, Client 360 at MUFG Investor Services, your responsibilities include developing and maintaining relationships with key clients, managing client queries as an escalation point, and ensuring high satisfaction levels. You'll also be involved in hosting service calls, monitoring SLA adherence, and owning client profitability strategies. Additionally, participating in global projects to enhance service models and exploring cross-sale opportunities are integral aspects of this role.

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What qualifications are needed for the Senior Associate Director, Client 360 position at MUFG Investor Services?

To qualify for the Senior Associate Director, Client 360 position at MUFG Investor Services, candidates should possess a Bachelor's degree in business administration, marketing, or a related field. A minimum of seven years experience in fund administration or asset management is crucial, along with strong leadership capabilities and exceptional client service skills. Familiarity with fund administration software and a deep understanding of the fund administration industry are also important.

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How does MUFG Investor Services ensure client satisfaction in the Senior Associate Director, Client 360 role?

MUFG Investor Services ensures client satisfaction through the Senior Associate Director, Client 360 role by developing deep relationships with clients, addressing queries promptly, and actively monitoring service delivery metrics. The position also involves hosting monthly service calls and conducting regular assessments to achieve targeted SLA and KPI adherence. This proactive approach helps establish trust and reliability in client relationships.

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What opportunities for professional development exists for a Senior Associate Director, Client 360 at MUFG Investor Services?

MUFG Investor Services values learning and development, particularly for the Senior Associate Director, Client 360. The company offers opportunities to engage in global projects aimed at enhancing client initiatives, as well as exposure to new product launches and business development strategies. By fostering a culture of innovation and collaboration, MUFG encourages leadership growth and professional advancement.

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What kind of work environment can the Senior Associate Director, Client 360 expect at MUFG Investor Services?

The work environment for a Senior Associate Director, Client 360 at MUFG Investor Services is vibrant and dynamic, promoting a culture of connection and innovation. The company emphasizes hybrid working, allowing a flexible balance between remote and on-site collaboration. You'll be part of a team that is focused on client success and driven by a shared commitment to excellence.

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Common Interview Questions for Senior Associate Director, Client 360
Can you describe your experience in managing client relationships?

When answering this question, focus on specific examples from your past roles where you've successfully managed client relationships. Highlight how you identified client needs, navigated challenges, and ensured their satisfaction. Mention any strategies you employed to build trust and rapport, as well as how you maintained ongoing communication to prevent issues from arising.

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How do you handle conflicts or difficult situations with clients?

Respond by explaining your approach to conflict resolution. Discuss how you remain calm, listen to the client's concerns, and work collaboratively towards a resolution. Use an example from your past experience to showcase your problem-solving skills, emphasizing your ability to retain the client's trust while ensuring the organization's interests.

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What strategies do you use to monitor client satisfaction?

Outline strategies you've implemented to assess client satisfaction, such as regular surveys, feedback sessions, and direct communication. Mention how you analyze data from SLAs and KPIs, and your proactive approach to addressing any areas needing improvement. Providing a specific example where you enhanced client satisfaction based on such monitoring will demonstrate your effectiveness.

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Describe a successful project where you improved service delivery to clients.

When sharing your experience, identify a specific project where you led an initiative to enhance service delivery. Discuss the objective, your role, the challenges you faced, and the outcomes. Focus on how you collaborated with different teams and utilized client feedback to drive improvements. Conclude with the positive impact this had on client satisfaction.

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What tools or software have you used in client management?

Here, you can list relevant tools and software such as CRM systems, project management software, or fund administration platforms. Explain how these tools have helped you streamline client interactions, manage data, and analyze service delivery metrics. Touch on your ability to adapt to new technologies efficiently, reinforcing your tech-savvy nature.

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How do you prioritize your tasks when managing multiple clients?

Explain your approach to prioritization, such as utilizing a matrix to assess urgency versus importance. Share specific methods you use to stay organized, like task management tools or scheduling regular check-ins with clients. Use an example to showcase how this prioritization has led to successful outcomes for both you and your clients.

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What do you consider to be key metrics for client success?

Discuss key metrics like client retention rates, satisfaction scores, and SLA adherence as vital indicators of client success. Explain why monitoring these metrics is essential in your role and how they inform your strategy for ongoing relationship management. Provide examples where you have successfully utilized these metrics to improve client outcomes.

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How would you approach a new client during the onboarding process?

Outline your onboarding approach by emphasizing relationship-building, thorough communication, and clarity on expectations. Highlight the importance of active listening to understand the client's needs and objectives. Provide an example of a successful onboarding you led, detailing how you established a positive relationship from the start.

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How do you ensure compliance with client-specific SLAs and KPIs?

Talk about the systems and processes you put in place to monitor adherence to client-specific SLAs and KPIs. Discuss regular review meetings, reporting mechanisms, and team allocation to ensure everyone is informed and accountable. Mention any tools you use for tracking compliance and how you address any discrepancies that arise.

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What role does teamwork play in your work with clients?

Illustrate the critical role of teamwork by discussing how collaborating with colleagues enhances service delivery to clients. Share experiences where you've worked cross-functionally to meet client needs and how you encourage team involvement in problem-solving. This shows your understanding of the relationship between strong teamwork and client satisfaction.

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MATCH
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TEAM SIZE
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HQ LOCATION
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EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 11, 2025

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