The posting
SUMMARY
The Head of Client Growth & Relationships is responsible for leading the commercial relationship management function for the Fund Administration business, combining strategic client relationship management with revenue growth responsibility across the Group's fund administration client portfolio.
The role is accountable for developing long-term partnerships with fund managers, asset managers, investment firms, and institutional clients, ensuring exceptional client experience while proactively identifying opportunities for revenue expansion, cross-selling, new mandates, and increased client value.
The role leads and develops a team of Commercial Relationship Managers who are responsible for managing client relationships, strengthening client engagement, and driving commercial outcomes across their assigned portfolios. The Head acts as the senior escalation point for strategic clients and ensures business maintains strong executive relationships with key clients. The successful candidate will bring a commercial mindset to client management, combining deep understanding of client businesses, investment strategies, growth plans, fundraising activities, geographic expansion, and operational requirements to identify opportunities where the Group can provide additional value.
PRIMARY DUTIES AND RESPONSIBILITIES
Commercial Leadership & Revenue Growth
- Develop and execute the commercial relationship strategy for the Fund Administration business, aligning client management activities with the Group's revenue growth objectives and strategic priorities.
- Own the commercial performance of the client portfolio, driving revenue growth through client retention, cross-selling, upselling, fee reviews, new fund launches, additional jurisdictions, and expanded service offerings.
- Establish commercial targets, monitor portfolio performance, review revenue trends, and implement strategies to maximize client lifetime value and profitability.
- Identify opportunities to increase wallet share by understanding client business models, investment strategies, fundraising plans, expansion objectives, and future operational requirements.
- Partner with senior management to develop commercial initiatives, market strategies, and growth opportunities across priority client segments.
Strategic Client Relationship Management
- Build and maintain trusted relationships with senior executives, fund managers, investment professionals, boards, and key decision-makers across strategic client accounts.
- Act as the executive sponsor for key strategic clients, ensuring senior-level engagement, strong relationship governance, and alignment between client objectives and Group capabilities.
- Develop a deep understanding of client businesses, including investment strategies, fundraising activities, portfolio growth, operational challenges, geographic expansion, and future service requirements.
- Conduct regular executive business reviews, strategic account meetings, and relationship assessments to strengthen partnerships and identify opportunities for collaboration.
- Manage complex client relationships and commercial escalations, coordinating internal stakeholders to ensure timely resolution and continued client confidence.
Client Growth Planning & Portfolio Management
- Establish a structured client growth planning framework across the relationship management team, ensuring each strategic client has a documented commercial development plan.
- Ensure Relationship Managers actively identify growth opportunities, including new funds, additional entities, new jurisdictions, additional services, and increased utilization of existing capabilities.
- Review client portfolios regularly to assess revenue opportunities, profitability, relationship strength, service quality, retention risks, and strategic importance.
- Develop client segmentation strategies to ensure appropriate focus, resources, and engagement models across different client categories.
- Monitor client lifecycle management activities from onboarding through expansion and renewal.
Leadership of Commercial Relationship Management Team
- Lead, mentor, and develop a high-performing team of Commercial Relationship Managers responsible for managing fund manager and institutional client relationships.
- Establish clear objectives, revenue targets, client ownership responsibilities, and performance expectations for the Relationship Management team.
- Conduct regular account reviews, pipeline reviews, coaching sessions, and commercial planning meetings to improve team effectiveness.
- Build commercial capability within the team by developing skills in relationship management, consultative selling, negotiation, client strategy, and revenue generation.
- Promote a culture of accountability, proactive client engagement, continuous improvement, and ownership of commercial outcomes.
Client Experience & Service Excellence
- Champion a client-centric culture across the Fund Administration business, ensuring client experience remains a key strategic priority.
- Work closely with Operations, Fund Accounting, Investor Services, Compliance, Finance, and Technology teams to ensure client expectations are understood and effectively delivered.
- Monitor service quality, client satisfaction, operational challenges, and recurring issues, ensuring improvement initiatives are implemented where required.
- Establish effective communication channels between clients and internal teams to ensure transparency, responsiveness, and service excellence.
- Use client feedback and market insights to identify opportunities to improve products, services, and operating models.
Commercial Proposals, Renewals & Negotiations
- Lead or support commercial discussions relating to new mandates, contract renewals, pricing reviews, fee negotiations, and expanded service requirements.
- Review client agreements, commercial terms, pricing structures, and profitability considerations in collaboration with Finance, Legal, and Operations teams.
- Ensure commercial proposals reflect client needs while maintaining appropriate profitability and strategic value for the Group.
- Support successful conversion of opportunities generated through Relationship Management, Digital Business Development, and strategic partnerships.
Collaboration with Business Development & Product Teams
- Work closely with Digital Business Development, Strategic Partnerships, Product Specialists, and senior commercial teams to convert opportunities into sustainable client relationships.
- Support targeted campaigns and market initiatives by providing client insights, industry intelligence, and commercial feedback.
- Coordinate with product teams to identify opportunities for new service offerings, product enhancements, and market expansion.
- Ensure effective handover and transition between prospect acquisition, onboarding, relationship management, and ongoing client growth.
Market Intelligence & Commercial Strategy
-Monitor fund industry trends, competitor developments, regulatory changes, client expectations, and emerging opportunities within the alternative investment industry.
-Translate market intelligence into actionable commercial strategies, product opportunities, and client engagement initiatives.
-Maintain awareness of competitor positioning, pricing trends, service innovations, and evolving client requirements.
-Provide insights to senior management regarding market opportunities, client trends, and potential business risks.
Commercial Reporting & Governance
-Develop and maintain commercial reporting covering revenue growth, client retention, cross-selling, pipeline activity, profitability, client satisfaction, and relationship performance.
-Establish regular commercial governance meetings, portfolio reviews, account planning sessions, and performance discussions.
-Provide management with visibility over client opportunities, commercial risks, relationship health, and growth initiatives.
-Ensure CRM systems are effectively utilized to maintain accurate client information, opportunity tracking, relationship history, and commercial intelligence.
OTHER DUTIES
- Undertake the role of director, trustee, nominee, manager, partner, secretary, authorized signatory, Compliance, MLRO or any related position in internal entities or client entities of the Group, where necessary and required by the Management.
- Undertake such other duties, as may from time to time, be required by the Management or/ and Group Human Resources.
CANDIDATE PROFILE
-Bachelor's Degree in Finance, Business Administration, Economics, Commerce, or a related discipline.
-Professional qualifications in finance, investment management, client relationship management, or business leadership would be advantageous.
-Minimum 12-14 years of experience in financial services, fund administration, asset management, fiduciary services, or institutional client relationship management.
-Significant experience managing senior client relationships within the fund industry, including experience with fund managers, alternative investment managers, private equity firms, hedge funds, or institutional investors.
-Demonstrated experience managing individual and team revenue targets, client portfolios, commercial negotiations, and business growth initiatives.
-Experience leading and developing relationship management or client servicing teams.
-Strong understanding of fund administration, fund accounting, investor services, transfer agency, alternative investment structures, private equity funds, hedge funds, and institutional investment operations.
-Strong understanding of client lifecycle management, commercial account management, pricing strategies, profitability analysis, and revenue growth models.
-Knowledge of CRM platforms, commercial reporting tools, pipeline management systems, and business intelligence solutions.
-Ability to interpret financial information, client profitability data, operational performance metrics, and market intelligence.
-Commercially minded with the ability to identify and convert opportunities into revenue growth.
-Strong strategic relationship management skills with the ability to build credibility with senior executives and institutional clients.
-Client-centric mindset with the ability to balance exceptional service delivery with commercial objectives.
-Strong business acumen and understanding of client industries, growth strategies, and investment markets.
-Strong analytical capability with the ability to translate data into commercial decisions.
-Proactive, entrepreneurial, and solutions-oriented approach.
- Exceptional client facing skills. Well-developed spoken and written communication skills and the ability to tailor style to relevant audiences and successfully liaise with people at different levels.
- Excellent communication, negotiation, influencing, and stakeholder management skills. Excellent English language fluency; additional languages preferred.
- Strong analytical and problem-solving skills, solution driven, highly organized and detail-oriented with good decision making and time management skills. Independent, hands-on and takes accountability to deliver solutions and results.
- Ability to adapt and work in a smaller, dynamic local team environment with tight deadlines; along with being part of a bigger matrix organization.
- Proven team player skills, ability to be part of as well as lead, motivate, and develop high-performing teams, with ambition to excel in the role and grow within the organization.
For queries, please contact: [email protected]
