Manager, Fund Administration (Investor Services)

📋 Description

• • Lead, coach, and develop a team of Investor Services Associates and Assistant Managers, fostering professional growth and accountability.
• • Own and drive team-level performance metrics including SLA adherence, service quality, and customer satisfaction scores across a portfolio of Fund Administration and Deal Services clients.
• • Serve as the senior escalation point for complex, high-priority customer issues, coordinating with internal cross-functional teams to ensure timely and effective resolutions.
• • Manage capacity planning, workload prioritization, and resource allocation to optimize team efficiency and meet evolving client demands.
• • Champion process improvement, automation, and operational control initiatives, identifying and proposing enhancements to product workflows based on operational insights.
• • Develop and execute comprehensive training programs for new and existing team members to ensure consistent service delivery and compliance with operational standards.
• • Build trusted, advisory-level relationships with customer leadership teams to understand their strategic needs and align service delivery with their long-term objectives.
• • Partner with Product, Sales, and Operations teams to align Investor Services priorities with broader company goals and product roadmaps.
• • Regularly report on team health, performance trends, service risks, and operational bottlenecks to senior leadership with data-driven insights and actionable recommendations.
• • Proactively identify emerging service opportunities within the fund administration and investor services space, translating them into operational proposals for scaling and implementation.
• • Maintain deep expertise in private markets operations, including investor reporting, capital calls, distributions, and fund-level accounting workflows.
• • Ensure all team activities comply with internal controls and regulatory expectations relevant to fund administration services.
• • Drive a culture of operational excellence by embedding data usage into daily decision-making, monitoring KPIs, and adjusting strategies based on performance analytics.
• • Represent the Investor Services team in cross-departmental initiatives aimed at improving client onboarding, platform functionality, and service scalability.
• • Continuously assess and refine team workflows to support the company’s growth as it administers $300B+ in assets and serves 700,000+ limited partners.
• • Collaborate with JunieAI product teams to identify automation opportunities and validate AI-driven improvements in investor services workflows.
• • Maintain a digital-first mindset, effectively managing a distributed team across 27 U.S. states, 2 Canadian provinces, India, Luxembourg, and England.
• • Foster transparency and feedback-driven improvement within the team, aligning with Juniper Square’s cultural values of open debate and collaborative problem-solving.