Service Delivery Manager - Transfer Agency

**Service Delivery Manager - Transfer Agency** (Contract) Duration: 6 Months (Possibility for extension) Location: Dublin/Hybrid (4 days per week on site) Rate: A highly competitive Umbrella Day Rate is available for suitable candidates Role Profile Are you an experienced professional in the investment banking sector with a passion for delivering exceptional client service? We are seeking a dedicated Service Delivery Manager (SDM) to join our dynamic Transfer Agency team. In this pivotal role, you will act as a bridge between our clients and various internal teams, ensuring seamless service delivery and risk management.

Key Responsibilities: Client Engagement: Be the primary point of contact for a portfolio of clients, responding to all queries within the agreed Service Level Agreements (SLAs) to ensure client satisfaction and retention. Query Management: Address and assist with complex queries and escalations from processing teams, including Dealing, Cash Settlements, and Distributions. Risk Management: Collaborate with internal Transfer Agency teams to identify and mitigate risks, ensuring smooth operations and resolution of any issues.

Cross-Functional Coordination: Engage effectively with Fund Accountants, Custodians, and other service providers to facilitate the needs of the fund and its stakeholders. Escalation Management: Serve as the primary escalation point for both client and internal escalations, leading projects and error resolution initiatives to enhance service quality. Onboarding and Fund Launches: Manage fund launches and represent the Service Delivery team during the onboarding process of new clients, ensuring a seamless transition.

Performance Monitoring: Monitor SLA adherence within the Transfer Agency, promptly escalating any potential late deliverables to management and/or clients. Skills & Experience: Extensive experience in Transfer Agency, preferably in a client-facing role. Strong understanding of investment banking operations, particularly within Transfer Agency.

Excellent communication skills, with a proven ability to manage client relationships effectively. Strong problem-solving skills and the ability to work collaboratively with cross-functional teams. Proficiency in risk management and the ability to handle escalations with professionalism and urgency.

Experience with fund launches and onboarding processes is highly desirable. Candidates will need to show evidence of the above in their CV in order to be considered. If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client.

Your application will be observed by our dedicated team. We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset. Pontoon is an employment consultancy.

We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants.

Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.