Client Service Team Leader

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Our Global Client Services Department is looking for the right caliber to serve as a primary lead for our global and regional clients focusing on Global Custody and Full services (Custody, Fund Accounting, Fund Administration, Transfer Agency) that requires in-depth knowledge on Custody and Fund operations.

The individual must be capable of handling clients’ day-to-day inquiry support independently as well as ability to navigate through complexities to resolutions. The right caliber is also expected to possess strong knowledge on global securities markets and/or fund accounting experience and is required to coordinate with various BBH global offices and departments to drive service excellence for our clients.  

RESPONSIBILITIES:

Client Servicing, Inquiry Response and Client Account Management:

• Demonstrate client servicing mindset and ability to provide quality and meaningful support to clients.
• Primary owner to client’s deliverables, requests, projects, and initiatives
• Prompt inquiries (mailbox, phone call) monitoring, response, and escalation.
• Provide filtering and escalation for client requests; serve as an escalation point for client service issues and deliverables.
• Ability to navigate client inquiries and issues (such as corporate action, trade settlement, fund transfer, FX, fund accounting and ETF related query) across internal functions / departments independently.
• Facilitate clients for new market opening, account maintenance and system access set up etc.
• Participate in and lead internal and external meetings and presentations
• Maintain strong knowledge of BBH businesses, products, systems, and internal workflows.
• Establish appropriate contacts within client organizations and internal departments.
• Work closely with Relationship Managers to stay abreast of client goals and identify opportunities to expand client relationships.
• Anticipate and identify clients' needs to match BBH products and services to those needs.
• Build overall credibility and foster trust with clients.

Risk Management and Control:

• Act as the primary point of escalation for Systems, Operations, and Risk/Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures.
• Facilitate Managers to implement appropriate controls across the team.
• Identify potential risks, ensure proper escalations, and formulate issues resolution.
• Coordinate and monitor receipt of all client documentation (tax, KYC, account information, authorized signers, etc.) and analyze exposure of missing documentation to BBH/client.

Technology and Innovation:

• Review and streamline functional tasks for maximum efficiency.
• Realize team efficiencies through increased automation and organize workflows.
• Lead and assist in implementing the coordination of new business and product implementations and conversions.    

Leadership and People:

• Lead and participate in inter-departmental committees and project teams.
• Complete and oversee the completion of the BBH annual performance review process.
• Provide ongoing feedback and coaching to staff to improve individual and team performance. Manage performance issues and disciplinary process for employees falling below set expectations.

REQUIREMENTS:

• BS/BA degree in business/finance/accounting field, and/or equivalent work experience.

(Global custody/Markets operational experience or with financial industry related client servicing experience and/or Fund Administration)

• Prior Experience in Global Markets and multi-jurisdictional Mutual Fund and ETF operations is a plus
• Minimum 6 years of related industry experience.
• Minimum 3 years of prior supervisory experience.
• Strong written, verbal communication and presentation skills
• Fluent in English and Mandarin language are highly preferred.
• Ability to work in a collaborative environment that requires collaboration with multiple teams.
• Strong client service skills
• Strong aptitude for numbers, accuracy, and organization
• Ability to initiate, plan and follow through projects to completion.
• Creative problem-solving skills including the ability to identify, recommend and implement solutions.

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.