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About the role:
The Transfer Agency (TA) function is a core operational division responsible for end‑to‑end transaction processing, record keeping, and shareholder servicing for mutual fund and investment management clients. The team supports the full lifecycle of investor and distributor activity, ensuring accuracy, timeliness, and regulatory compliance across all transaction and servicing functions.
Within TA, the Dealer Services / Middle Office Services (MOS) team acts as a critical interface between fund managers, intermediaries, distributors, platforms, and internal operations teams. The group enables seamless transaction flow, data integrity, and issue resolution across multiple servicing channels.
About the team:
At FIS, we deliver client and intermediary support through multiple channels including transaction processing, workflow tools, chat, email, and telephonic interactions. Services include—but are not limited to—account setup, shareholder and dealer data maintenance, transaction management, reconciliations, reporting, and overall record keeping, while maintaining high service levels and client satisfaction.
What you will be doing:
- Responsible for leading daily operations within the Transfer Agency Dealer Services / MOS function. This role oversees a team supporting clients and their intermediaries/distributors, ensuring accurate processing of transactions via NSCC/DTCC and other channels, timely resolution of inquiries, and adherence to service level agreements (SLAs) and regulatory requirements.
- Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.
- Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
- Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
- Works to maintain and grow the client relationship while ensuring ongoing customer service.
- Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
- Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
- Keeps abreast of new products/services and changes to existing products/services.
- Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
- May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
- Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
- Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
- Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
- Manages and communicates expectations internally and externally.
- Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty.
- May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
What you will need:
- Strong knowledge of Transfer Agency operations is mandatory, with hands-on experience across transaction processing, record keeping and shareholder servicing.
- Working knowledge of Dealer Services / MOS is an added advantage.
- Excellent knowledge of the field with strong leadership skills
- provides direct supervision to employees according to established policies and management guidance. Establishes operational objectives and work plans, and delegates assignments to subordinates.
- Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business
- Directly responsible for supervising a staff of three or more individuals. Authority for hire, fire, performance appraisal, and pay review decisions.
- Communicates ideas both verbally and in written form in a clear, concise and professional manner
- Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
- Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry
- Proven track record in client relationship management and/or the sales of technology products and services
- Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
- Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:
- Flexible and creative work environment
- Diverse and collaborative atmosphere
- Professional and personal development resources
- Opportunities to volunteer and support charities
- Competitive salary and benefits
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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