Institutional Shareholder Services, Inc.

Client Services Manager

UK-London
Job ID
2017-1577
Category
Corporate Governance

Overview

Why work for ISS?

For more than 30 years now, Institutional Shareholder Services Inc. (ISS) has been the world’s leading provider of corporate governance and responsible investment solutions for asset owners, asset managers, hedge funds, and asset service providers. Institutional clients turn to us to apply their corporate governance views, identify environmental, social and governance risks, and manage their complete proxy voting needs on a global basis.

ISS is a global company, with more than 1000 employees spread across 19 offices in 13 countries. A career in ISS gives you international experience in working with market-leading experts that enable investors to incorporate corporate governance & responsible investment in their policies and practices.

The ISS Way

At ISS, our values are not as much imposed as they are inspired. We talk about ideals in terms of how it brings our people together in a culture that upholds the interests of our colleagues, shareholders and clients. Everyone at ISS is a champion of Integrity, Collaboration, Empowerment, Flexibility, Diversity and Client Service. When you join ISS, you are expected to exemplify these Values through your actions and aspirations in the workplace.

Position Overview

ISS is seeking a Client Service Manager within its Global Proxy Distribution (GPD) department. The selected candidate is to manage the overall day to day relationship with global custodians and their underlying clients to ensure a healthy business relationship is maintained at all times. The Client Service Manager will collaborate with the Sales and Product teams to ensure client retention and work closely with internal Operations teams and fellow Client Service Managers to ensure the custodian clients, proxy instructions, are successfully processed in the market.

 

The Client Service Manager should be knowledgeable in proxy voting, market mechanics and have a good understanding of the proxy voting lifecycles.

 

Objective

  • Achieve target renewal rate through outstanding client service
  • Partner with ISS team members to drive operational excellence for both new and existing clients
  • Act as a trusted advisor for clients
  • Serve as domain expert on Global Proxy Distribution

Responsibilities

  • Own and manage client inquiries and issue resolution process, utilizing email, Jira, SalesForce.com, SQL and other internal tools ensuring deliverables are completed in an accurate and timely manner.
  • Take active ownership of operational client support, tracking issues and requests for post season discussions with clients.
  • To work with the operations team on time sensitive, ah doc issues, requiring prompt resolutions
  • Conduct calls/on-site visits with custodians (health checks, training, delivery meetings, relationship planning and review)
  • Identify leads and accounts at risk and work with relevant teams to ensure client retention
  • Support/oversee, client implementations working with the relevant teams to deliver on time
  • Manages and directly assists in voting operations for the global proxy season
  • Conduct client demonstrations of the GPD business and Proxy Exchange platform
  • Assists in client voting reports
  • Maintain a good understanding of market updates and local regulatory changes that may have a direct impact to custodians and their underlying clients.
  • Provide feedback on process flows and recommend enhancements/solutions where appropriate.
  • Monitor and ensure a high client satisfaction is maintained at all times, buildings a strong, professional relationships
  • Maintain the Custodian MIS / KPIs where listed in client service level agreements/ memorandum of understanding
  • Lead or participate in special projects and initiatives for the business, as necessary

Qualifications

  • Bachelor’s degree required
  • Minimum 3-4 years’ experience in a similar, client facing role in proxy or corporate actions
  • Excellent spoken and written English; additional European Language(s) desirable
  • Proficiency in Microsoft Office product suite, particularly Microsoft Excel
  • A team player able to effectively manage the expectations of a diverse and demanding client base
  • Proactive attitude, innovative, motivated, client-oriented and commercially-aware thinker with strong attention to detail
  • Demonstrable project management skills
  • Experience collaborating across departments (e.g. Sales, Management, Marketing, Product Research and Legal) to provide solutions and grow business
  • Excellent multi-tasking and prioritization skills; ability to effectively manage multiple tasks and projects simultaneously
  • Excellent analytical skills
  • Absolute personal and business integrity
  • A general understanding of SWIFT would be an advantage

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