Fund Services Assistant Manager (B1)

• Manage, coach, and inspire a team of approximately 15 Treasury Services & Transfer Agency Specialists


• Create an inclusive, collaborative, and high-performance team culture


• Set clear expectations, provide regular feedback, and support employees in achieving their goals


• Conduct performance reviews and identify development opportunities for team members


• Recognize achievements and implement action plans to improve individual and team performance

• Oversee day-to-day operations to ensure service levels and quality standards are consistently met


• Monitor and manage key performance indicators, including productivity, quality, compliance, customer satisfaction, absenteeism, shrinkage, and attrition


• Forecast staffing needs and partner with Workforce Management to optimize team capacity


• Develop and execute action plans to address performance gaps and achieve operational targets


• Conduct root cause analysis to identify trends and implement sustainable solutions

• Champion a client-first mindset across the team


• Drive improvements in customer satisfaction through NPS and other client experience metrics


• Support the resolution of complex client issues and escalations


• Ensure all interactions are handled professionally, efficiently, and in accordance with regulatory and internal requirements

• Work closely with Workforce Management, Quality, Helpdesk, Business Intelligence, and other support teams to enhance service delivery


• Partner with internal stakeholders to remove barriers and improve operational effectiveness


• Contribute insights and recommendations based on data analysis and operational trends


• Facilitate discussions focused on continuous improvement and business performance

• Analyze performance data to identify opportunities and tell the story behind the numbers


• Lead initiatives aimed at improving efficiency, engagement, and customer outcomes


• Encourage innovation and empower the team to contribute ideas and solutions


• Stay informed about industry developments, market trends, and regulatory changes relevant to financial services operations

• Previous experience leading teams within customer service, operations, banking, financial services, or contact center environments


• Experience managing teams of 10–15 employees in a performance-driven setting


• Strong leadership skills with the ability to motivate, coach, and develop others


• Excellent analytical and problem-solving capabilities


• Proven ability to interpret performance metrics and translate insights into action


• Strong stakeholder management and relationship-building skills


• Exceptional communication skills, with the ability to simplify complex topics and manage difficult conversations professionally


• Ability to prioritize, multitask, and perform effectively under pressure


• A proactive mindset and a passion for continuous improvement

• Experience within Treasury Services, Transfer Agency, Wealth Management, Investment Operations, or Capital Markets


• Knowledge of regulatory requirements and best practices within financial services


• Exposure to workforce planning and operational forecasting


• Experience working with NPS and customer experience improvement initiatives

• Flexible benefits package, including meal tickets and customizable perks


• MedLife private medical subscription


• Performance-based bonus opportunities


• 7Card support for sports and wellness activities


• Access to a comprehensive e-learning platform with professional development opportunities


• Exposure to an international work environment


• Supportive team culture focused on collaboration and continuous learning

If you're a people-first leader who enjoys developing teams, solving complex challenges, and delivering exceptional client experiences, we'd love to hear from you.