Senior Associate Director, Client 360

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.