Lead Client Transition Associate

Domain Specific

• Manages complex, multi-faceted client transitions involving multiple asset classes
• Intermediate knowledge of general investment accounting principles and practices. Intermediate proficiency with at least one non-GAAP accounting basis (IFRS, STAT, TAX, etc.)
• Understands and applies CWAN’s core value proposition in general and in very specific contexts.
• Deep understanding of the front office and the accounting impacts of reconciliation options; makes recommendations internal and external on reconciliation processing. Acts a mentor and simplifies concepts of client impact for newer reconcilers.
• Advanced knowledge of end-to-end transition lifecycle and all system interactions
• Intermediate Technical Skills in Helios, Tiresias, Account Configurator, Drydock, and Bulk Tools. Provides trusted expertise across department on nuanced applications of these tools and is actively involved in recommending and testing potential enhancements.
• Advanced Technical skills in Excel (heavy Ribbon utilization, VBA/macro use, complex IF statements) and SQL (can read and write queries incorporating aggregate functions and variables, familiar with commonly used tables across Global Delivery and Reconciliation can identify opportunities to implement stored procedures).
• Continuous Service Improvement: Identifies opportunities for improvement and spearheads solutions within team. Develops and optimizes transition methodologies using project management principles. Having wide-ranging experience, uses professional concepts and company objectives to resolve increasingly complex issues in creative and effective ways. Successfully applies creative and persistent problem solving to problems that do not have a clear course of action because they have not been addressed in the past.
• Acts as primary liaison between all stakeholders during critical transitions (SS/GD/CS/External Client)
• Identifies and implements process improvements across the transition function
• Advanced proficiency with data normalization and automation methodology – looks for all opportunities to improve upon automation of the account, client hygiene and reduction of manual processing.
• Ensures robust SOPS are established for clients as they exit onboarding phase to set up for success in steady state reconciliation.

Communication

• Able to manage client calls with leadership and stakeholders or sit in on calls for support and experience. Audience is typically mid- level stakeholders. Trusted to deliver accurate, timely and thorough responses to routine inquiries in both written and verbal contexts.
• Able to document transitions with great detail and ensure all processes are well defined and tracked throughout the transition process.
• Able to coach external clients in communicating CWAN system and process flows to ensure understanding
• Able to articulate and suggest appropriate levels of tolerances to external clients during onboarding process.
• Applies Level 1 servicing by responding to all emails and inquiries within 24 hours. Comfortable conversing with leadership, including senior leadership as needed. Often coaches others on Level 1.
• Has productive internal/external working relationships by communicating proactively (level 2 servicing) and can advise on solutions or process improvements for current assets or new assets that are brought onto the system.
• Trusted member of team and advisor.
• All communication is autonomous (requiring no oversight). Internal audience may at times include executive-level stakeholders.
• Leads transition training sessions with cross-functional and global teams. With established goals and timeframes.
• Presents transition best practices and lessons learned to CWAN Operations organization
• Trusted advisor for complex transition scenarios

Quality & Oversight

• Drives standardization and automation of all clients prior to moving to steady state reconciliation. Drives automation initiatives through account configurations and data normalization with self and team. Encourages others to streamline processes and serves as a mentor to spearhead initiatives
• Strong interpersonal skills, technical reconciliation tooling knowledge, and market expertise are critical to responding to analyst and client inquiries within the department
• Confident, versatile trainer. Sphere of influence extends operations-wide. Sought out by other members of the firm as an expert in their field.
• Develops and maintains transition quality metrics and KPIs
• Leads retrospectives and continuous improvement initiatives
• Mentors multiple team members and influences department-wide practices
• Collaborate closely with audit to ensures SOC 1 compliance throughout transition processes