Client Service Rep II

Brown Brothers Harriman & Co. is an award-winning provider of global custody, foreign exchange, securities lending, and brokerage services for many of the world's most sophisticated mutual funds, investment managers, banks and insurance companies. BBH is a world class organization that was founded in 1818 and operates from 16 offices around the world with over 3,000 employees. Join BBH, and you're joining a team of high-performing, dedicated and caring people who believe that working together is the foundation for building superior customer relationships. Across our lines of business, our philosophy is the same: Partnering works for all of us.Line of Business: INVESTOR SERVICESPosition Description:Client Service Relationship Managers (CSRM?s) are the key to Brown Brothers Harriman delivering a quality and competitively priced service. CSRM?s are responsible for directing team resources to achieve overall client satisfaction and will be evaluated on their ability to do so successfully, efficiently, and in a cost effective manner. Achieving this requires leadership, initiative, creativity, and management skills including delegation and the ability to instill enthusiasm and commitment among team members.Responsibilities:Client Service:
Establish service standards for assigned client groups ensuring standards are shared with and understood by team members and all internal support groups (Operations, etc.). Institute measures to report on BBH?s performance toward meeting these standards.
Establish and maintain relationship objectives with Global Relationship Sales Managers (GRSM?s), including a strategic client service plan to ensure exceptional value and service is provided to Global Custody clients
Serve as an escalation point for client service issues and deliverables
Work closely with GRSM?s to identify opportunities to cross-sell BBH products and services
Remain knowledgeable of changing industry initiatives and BBH products and services and communicate new developments to clients
Establish appropriate contacts across all levels at clients? organizations
Risk and Control
Ensure all client legal, tax and documentation related issues are appropriately documented
Manage resources appropriately including headcount, staff, automation, overtime, and all expenses.Technology / Innovation:
Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and timely collection of aged receivables.
Review and streamline functional tasks for maximum efficiency
Implement automation projects as they are completed
Leadership / People:
Participate in internal cross-departmental committees and project teams. Cross-train staff on Fund Accounting and Custody procedures to develop depth and breadth of knowledge
Maintain a leadership role by developing internal relationships with key players in other departments to accomplish goals and resolve issues.
Provide ongoing feedback and coaching to staff to improve individual and team performance
Manage performance issues and disciplinary process for employees failing to meet team expectations
Complete and oversee the completion of the BBH annual performance review process
Oversee promotion recommendations and compensation adjustments for direct reportsQualifications:4 year college degree
Minimum of 5 years global custody/fund accounting experience
Minimum of 2 years supervisory experience
Experience in project initiation, planning, and follow through
Experience coordinating and influencing department to meet client needs
Proven ability to identify, recommend and implement solutionsTargeted BBH Competencies:
Communicates Effectively ? Listens carefully and expresses self clearly, persuasively and professionally both verbally and in writing.
Exhibits Sound Judgment and Solves Problems ? Makes sound decisions and solves problems based on a balance of facts, experience and common sense.
Is Committed to Quality Client Service ? Builds and maintains strong client relationships through consistently excellent service delivery.
Is Creative ? Demonstrates flexibility in thinking to generate new and innovative ideas, approaches, and perspectives that add value to the firm.
Is Technically Proficient ? Possesses and applies the technical knowledge and skills essential to addressing key job challenges.
Knows BBH ? Understands the firm and uses this information as appropriate in day-to-day work.
Knows Industry ? Understands the financial services industry; keeps abreast of current trends and uses this information asOur employees are expected to think fast and work hard. By taking advantage of our on-line, self directed career development intranet site, employees can take the lead in their career with BBH from their first day throughout their entire career. In this environment, each person can make an impact.
By working together, we deliver client service that is unparalleled in the financial industry. And when our clients benefit, so do our employees. Join BBH, and you'll discover that it really is a place where partnering works for you.
REQUIREMENTS
Please see Job Description