Director, Client Services

As a firm, GQG believes client services touches all teams within the organization, whether it be operations, compliance, trading, or investment. The Client Services team embodies this belief with a philosophy that fulfilling and supporting our clients often requires a concerted and best efforts across the entire organization. With members in both the Fort Lauderdale and New York offices, the Client Services team is dynamic and committed to providing the highest standard of client servicing through responsiveness and quality to match what we believe is the best performance in the investment marketplace.

This Director role will serve as one of the primary GQG contacts for clients, providing a world-class experience for both existing and new clients. This individual will maintain the tone on urgency and responsiveness for the organization on client needs/requests. Residing at the intersection of sales and service, this individual will be responsible for coordinating across all business areas to ensure all aspects of the client requests are delivered. A particular focus will be on bridging the gap from client on-boarding to client retention. The role will assist in the process for all non-standard onboarding projects. By understanding the transition from prospect to client, this role will be expected to find improvements to our internal reporting via the CRM and other sources.

KEY RESPONSIBILITIES

• Support the client services inbox by cataloguing and assisting with requests from clients and other teams within the organization. This will include requests for holdings, fees, and performance
• Lead support on references tracking
• Track, monitor, and update client services meetings in Salesforce and Monday.com
• Work closely with CRM and Research Analysts to make improvements to salesforce
• Prepare presentations for client service meetings
• Provides all necessary paperwork and documentation during the client account opening or onboarding process. Lead or co-lead all complex client onboardings
• Provides proactive day-to-day client service by anticipating client needs and responding to client questions and issues in a client-first manner
• Provide clients with accurate, factual information utilizing appropriate resources, data, and contacts
• Understand and leverage the services of the greater firm as appropriate.
• Make necessary contacts both inside and outside of the organization in order to obtain client requested information seeking innovative solutions and resolution to emerging needs
• Take ownership for resolving client issues and escalates issues/trends to management for action and prevention of further client impact
• Assist in client success meeting for new clients
• Collect and coordinate information for client quarterly calls
• Assist on client pricing and operational implementation as required
• Ensure completeness and accuracy of CRM data (client onboarding and general updates)
• Lead projects as assigned

QUALIFICATIONS

• Associate degree or BS/BA is preferred. (or equivalent industry experience)
• 5-7 years of experience in investment management or financial services industry (Direct experience in the role preferred)
• Experience operating in an environment that stresses both individual accountability and team-based performance
• Ability to manage multiple projects, organize and prioritize work to meet deadlines in a fast-paced environment, exhibiting a sense of urgency in a results-driven environment
• Strong interpersonal, organizational, written, and oral communication skills
• Adapts quickly in dealing with an ever-changing investment environment
• Uses effective problem- solving skills to resolve client issues
• Computer / Technical: Ability to use all Microsoft Office software including: Word, Excel and PowerPoint
• Experience using CRM tools (Salesforce preferred)
• Strong organizational and time management skills
• Ability to work both in a team environment and independently

GQG Partners LLC is an Equal Opportunity Employer and will not engage in unlawful discrimination on any basis prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

For more information about equal employment opportunity, please click here for “EEO Is the Law.” GQG Partners LLC may participate in E-Verify, please view the following links for details in English and Spanish. For information regarding your Right to Work, click here for details in English and Spanish.