Responsibilities
- Assist in building out the European Client Service team structure and coverage for M&A and VDR, including hiring and training the first Client Service Liaison team members in Europe. This includes complete reporting and tracking of Client Services Statistics.
- Take both Merger & Acquisition (M&A) as well as Virtual Data Room (VDR) phone calls and emails.
- Effectively handle and diffuse escalated issues.
- Knowledge of company structure to ensure proper internal escalations.
- Manage escalations from Client Support Liaisons.
- Manage daily department functions and recommend ways to improve the existing processes, eliminate stop gaps and improve accuracy that include a partnership with the Senior Director of Client Services.
- Document and website technical troubleshooting and problem resolution steps for common issues.
- Build and maintain rapport within and between teams that work directly with Client Support. This includes, but is not limited to, Compliance, Claims, Releases, Imports, Relationship Managers and Associates, Professional Services Group, and Business Analyst teams.
- Maintain department training materials, Knowledge Bank, such that all Support Liaisons have a resource available to them on a regular basis.
- Interpret complex Excel spreadsheets and guidelines for accurate responses to shareholder questions.
- Implement written and verbal performance reviews, motivating and rewarding those members who seek ways to improve current procedures, directing team members’ skill and career development, coaching for performance issues, and implementing corrective actions as needed.
- Effective management of direct reports including coaching, case reviews, corrections, audits and consistent one on ones with direct reports.
- Coordinating team schedule(s) and approving time off, timecards, and team expenses.
Benefits
- Day‑one coverage: medical, dental, and vision plans so you’re protected from the start
- A 401(k) with a 4% company match to keep your future on track
- Discretionary time off - take the time you need, when you need it
- Employer‑paid life insurance, with the option to add extra coverage for peace of mind
- Employee Assistance Programs for confidential support when life gets complicated
- Discounted pet insurance (because furry family members count, too)
- A fitness credit to back your health and wellness goals
- Pre‑tax plans for dependent care, transportation, and flexible spending
Team
Structure: Client Services team
Additional Information
- Availability to work a non-traditional work-week that may require more than 40 hours per week if needed
- Ability to work under tight timelines
