VP, Relationship Management

SUMMARY

The VP, Relationship Management is responsible for developing and retaining assigned client and trust level relationships and assisting in establishing and meeting firm goals including retaining existing business, growing wallet share and developing and executing strategic client relationship plans. Additionally, this role will provide a consultative approach with clients and internal groups on new products, services, and industry insights, generating new business (including cross-selling services), providing project leadership for fund/product start-up/conversions, and ensuring all service areas within the company deliver the best possible service in the industry.

KEY ACCOUNTABILITIES

• Develops and maintains client relationship strategies and account plans for assigned clients which address client satisfaction, client retention, profitability, up-sell/cross sell, retention, own execution of the Plan. Works closely with and in partnership with the Ultimus service teams.
• Where applicable, executes on client trust board responsibilities, including, but not limited to, board governance, reporting, and contract renewals.
• Formulates and maintains relationship management strategies with Ultimus service department stakeholders to deepen partnerships with appointed relationships with particular emphasis on client satisfaction and exploring all revenue-generating or potential business opportunities for UFS.
• Fosters, promotes, and strengthens all internal partnerships facing off with the applicable relationships. Facilitates cross divisional resolution to exceed client expectations.
• Develops and implements client action plans and executes on company projects.
• Provides transparency into issues and client health for Senior Management.
• Collaborates with other management to develop synergies, harmonize the operating model, and improve overall business relationships.
• Where applicable, assists in resolution of service issues and collaborates with client service partners to effectively monitor and manage client health.
• Anticipates, monitors, actively manages, and reports/escalates all risk, compliance, client satisfaction and service quality issues.
• Acts in accordance with Risk Excellence and role modeling ethical behavior and decision-making as part of our Core Values.
• Supports the Ultimus business development teams and marketing teams as needed.
• Supports sales and marketing campaigns.
• Travels, as needed, to meet with clients and participate in conferences and/or company-related meetings.

PERSONNEL MANAGEMENT

• Manages associates within department including, but not limited to, hiring, training, and developing associates, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions.
• Conducts one-on-one and team meetings with associates on a regular basis to discuss new procedures, problems, and issues.
• Establishes team and individual goals for department.
• Fosters performance of associates and the processes used by them; holds the associates accountable for their work.

WORKING RELATIONSHIPS

• Mentors associates with instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used.
• Maintains extensive client contact including establishing relationships with centers of influence and client senior level management.

May perform other duties as required and assigned.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business administration, financial services, or equivalent experience.
• 10+ years of financial services industry experience.
• Experience in 40 act products, asset management, asset servicing, business, and/or product strategy development.
• 5-7 years of management and leadership experience.
• Equivalent education and experience will be considered.

KNOWLEDGE

• Client relationship management.
• Microsoft Office Suite.
• Adobe Acrobat.

SKILLS AND ABILITIES

• Ability to leverage relationships to enhance client satisfaction and achieve company goals.
• Ensures that good business decisions and judgments are made based on sound financial principles and knowledge of the business to broaden company goals.
• Adaptable, responsive and drives change.
• Seeks and collaborates on innovative ideas for service enhancements or business improvement.
• Motivates, develops, and trains the Relationship Management team.
• Develops a strong culture built around teamwork.
• Supports all internal service teams with the goal of exceeding client expectations.
• Provides excellent service and build strategic senior level client partnerships based on knowledge of client business requirements.
• Aligns associates with company values and goals.
• Plans and delegates the work of others.
• Motivates and inspires others.
• Assesses the performance of self and associates to make improvements or take corrective action.
• Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures.
• Troubleshoots issues utilizing creative and critical thinking skills.
• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
• Demonstrates personal integrity, responsibility, and accountability.
• Effectively uses resources such as time and information in conjunction with associates.
• Participates in solving problems and making decisions.
• Presents and expresses ideas and information, written and oral, clearly, and concisely.
• Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
• Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
• Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
• Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.