Client Services Operations Specialist

Job title: Client Services Operations Specialist

Company: Apex Group


Job description: The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.For our business, for clients, and for youThe role requires strong client services qualities, alongside with an ability to manage and develop multiple client partnerships. This key person client services contact will manage and support day-to-day client services for our clients by ensuring queries are resolved and issues are escalated appropriately. Coordinating client visits for service reviews, including chairing these meetings where required and sitting between the business and client to support i.e., change(s) and product-related challenges or questions. To produce and validate clients’ regular MI packs including the reporting of their regulatory reports. To take ownership of service/product change requests including presenting these changes internally where required to gain costs and sponsorship. To organize, schedule and maintain records for each client to facilitate and support audits and due diligence. To support the continuous development of processes and controls within the business for each of our clients and their investors. To support the drafting and reviewing of the new and existing client contracts, Service Level Agreements and Key Performance IndicatorsJob Specification:· Day to day management of the UK Retail and Institutional Transfer Agency clients· Working with clients to look to transition their TA business to APEX TA· Attending RFP TA sales presentations to win new retail and Institutional business· Prepare clients’ monthly service packs.· Host, chair and documenting all client service meetings.· Where required prepare presentations for operational or due diligence meetings· Responsibility for vetting all incident reports prior to release and ensuring all items are added to the daily client incident logs.· Manage and tracking client issues ensuring appropriate resolution, including regular liaison with individuals, teams and vendors where required to provide a seamless service.· Ensure that client interactions are always dealt with in a prompt professional manner.· Demonstrate client servicing skills in all interactions and maintain a positive manner.· Strive for first contact resolution on all incoming queries.· Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely and in a timely manner.· Provides leadership and guidance to all team members an environment to ensure an overall excellent Client Service is provided to our TA clients.· Develop periodic client services goals for the Team, organize the work, set short-term priorities, monitor all activities, and ensure timely and accurate completion of what needs to be delivered.· Provide technical expertise in all key investor services functions where required· Support the implementation of legislative and regulatory requirements applicable to Transfer Agency· Engaging and building effective relationships with multiple clients from pre-launch to liquidation, optimizing service offerings, productivity and profitability· To ensure SLA (Service Level Agreements), KPI’s (Key Performance Indicators) and KRI’s (Key Risk Indicators) are agreed, followed and met by the individuals, teams and vendors· Managing, escalating and reporting for our TA clients,· Manager our vendors both internally and internally where required to ensure good client service outcomes· Applying sound ethical judgment regarding personal behaviour, conduct and business practices· Create an encouraging positive working environment to deliver client and investor services· Support developing a vision for the team around client services deliverables, to ensure individuals and teams deliver to both clients and investors· Support team collaboration across multiple jurisdictions, particularly our global service center team, to ensure that client deliverables are met, in line with the outsourcing governance framework.· Acting as escalation point for complex & sensitive matters (internal & external)· Ensure effective & timely resolutions of any errors identified and reported in line with UK and group procedures.· To be part of the review and assessment of consultation papers issued by FCA specifically related to Transfer Agency Retail and Institutional· Partake within business decisions where required to ensure clients, investors and Apex’s reputation are consideredApplicants should possess (as a minimum):

• Operational experience in a Transfer Agency role as well as good client engagement/client servicing skills.

• Previous experience with people management and change management skills is desirable.

• A passion for providing exceptional customer service and building positive client partnerships.

• Five plus years of the Transfer Agency Industry and regulatory knowledge

• Effective verbal reasoning and numeric skills required.

• Good keyboard skills and ability to learn systems used within the business required.

• The ability to work under pressure to meet challenging deadlines.

• Planning and organization skills.

• The Ability to review and resolve complex issues in a timely manner.

• The ability to work under pressure to ensure all deadlines.

• Ability to work on your own initiative as well as within a team.

• Ability to build relationships with relevant stakeholders.

• Must be able to work with all levels within the organisation

• The ability to adapt to changing priorities and varied decision-making scenarios

• Detailed knowledge of Transfer Agency systems

• Flexibility and adaptability

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Expected salary:

Location: Chelmsford, Essex

Job date: Wed, 23 Jul 2025 03:00:56 GMT

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