The posting
Pantheon has been at the forefront of private markets investing for more than 40 years, earning a reputation for an innovative approach to investing in secondaries, co-investments, and primary fund investments, as well as capital formation across commingled funds, evergreen vehicles and customized solutions. Our specialist investment capabilities span multiple strategies across private equity, infrastructure and real assets, and private credit. Through our collaborative and committed culture, we find new ways to solve complex problems together and deliver innovative investment opportunities across private markets. Pantheon currently manages approximately $82.3 billion in AUM across all its strategies, serving more than 750 institutional and 638 private wealth clients worldwide
For further details please visit www.pantheon.com
Purpose of Position
Reporting to the Head of Global Investor Services, the Investor Services Senior Associate is a senior operational role responsible for improving the end to-end client experience and strengthening the effectiveness of the Client Solutions function. The role combines client service delivery, process ownership, data governance, systems improvement and line management of one Analyst within the Investor Services team. Working as part of the global client solutions team, the Senior Associate will act as a key coordination point between Investor Services, Client Solutions, internal specialist functions and external service providers. The role will require close collaboration across the business and with third-party partners to support client lifecycle activity, regulatory and tax documentation, due diligence, screening and process improvement. It will also contribute to the continued development and integration of client-facing and internal systems, including the CRM and Investor Portal.
Key Responsibilities
- Represent Investor Services and client requirements in internal forums, working groups and cross-functional initiatives focused on improving global client processes and service delivery.
- Partner with the Head of Global Investor Services and the Change Office to identify, plan and deliver local and global projects that simplify, improve and automate client service activity
- Support the development of the Investor Services Analyst by setting clear objectives, providing guidance and feedback, sharing knowledge, and helping to build capability across the team.
Client Process and Service Delivery
- Manage and execute core client lifecycle processes, including onboarding, offboarding, transfers of interest, fund extensions, fund terminations, tax repapering, KYC refreshes and World-Check activity.
- Liaise with external fund administrators, tax consultants, and compliance service providers to coordinate client documentation, due diligence, screening and related process activity.
- Maintain oversight of global client service activity to ensure processes are consistent, well controlled and aligned with business requirements.
- Triage non-standard internal client data requests and client-related projects, ensuring priorities, ownership and next steps are clear.
- Oversee ad-hoc client communications and administrative activity where central coordination is required.
Client Experience and Reporting
- Drive improvements to global client processes, identifying opportunities to make the client experience more consistent, efficient and scalable.
- Produce, maintain and coordinate delivery of the global client service plan.
- Partner with Reporting to improve client support, maintain reporting standards and contribute to continued reporting development.
- Automation of Tier 3 client support.
Systems, Data and Process Improvement
- Partner with Technology teams and the Change Office to drive developments and integration of existing client facing and internal IR support systems
- Identify Investor and Client Solutions processes for systemization and integration
Knowledge and Experience Required
- Degree-level education (or equivalent experience) is essential
- Strong knowledge of asset management and the private markets industry, including investor servicing, fund operations and the client lifecycle.
- Direct experience in client service or investor-facing support, with a strong understanding of how to deliver a high-quality client experience.
- Familiarity with client due diligence, KYC refreshes, tax documentation processes and screening tools such as World-Check would be advantageous.
- Proven ability to build relationships, influence stakeholders and work effectively across functions and seniority levels.
- Experience delivering short and long-term projects, with evidence of clear outcomes, strong execution and practical process improvement.
- Experience supporting, coaching or managing team members, including setting objectives and providing constructive feedback.
- High levels of professionalism, confidentiality, discretion and judgement when handling client, investor and business information.
- Strong organisational skills, with the ability to manage competing priorities, work under pressure and deliver to deadlines with minimal supervision.
- Excellent written and verbal communication skills, with the ability to present information clearly and adapt messaging for different audiences.
- Strong systems capability, including proficiency in Excel, PowerPoint and CRM platforms; experience with investor portals or data management tools would be advantageous.
This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. You may be required to perform other job-related duties as reasonably requested by your manager.
Pantheon is an Equal Opportunities employer, we are committed to building a diverse and inclusive workforce so if you're excited about this role but your past experience doesn't perfectly align we'd still encourage you to apply.
