Responsible for enhancing the service experience for customers, key distributor firms, financial advisors, and asset allocation and institutional trading partners. Partners with the business development team, PMO, wholesaling staff, key distributors, and cross-functionally to provide continuous improvements for presale and post-sale services. Acts as a key resource for addressing distributor operational needs to enhance sales opportunities. Collaborates with key service providers, vendors, and other service organizations to recognize trends, resolve systemic issues, and assist with driving procedure improvements.

Responsibilities

  • Enhance relationships with key service providers and vendors, customers, financial advisors, wholesaling staff, and distributor contacts.  Provide proactive and regular communication on product related initiatives such as mergers, sub-adviser changes, liquidations, and new fund launches.  Assist in communicating changes to policies and procedures, and oversight to key indicators and performance metrics. 
  • Act as a key resource to fully resolve presale and post-sale escalated service issues.  Perform root cause analysis, communicate resolution on issues, and take actions toward service recovery.  Develop network of contacts with key service providers, vendors, asset allocation and institutional trading partners, to leverage their expertise to resolve more complex challenges that arise.
  • Provide guidance to Operations employees, key service providers, distribution partners, vendors, and other service organization employees regarding successful operational relationship management, problem resolution and service excellence.
  • Handle oversight of service providers based on operational guidelines and procedures.  Be an advocate by requesting explanations for statistical data, issue resolution, etc.  Provide timely and appropriate feedback to management team regarding potential servicing issues.
  • Support asset allocation and institutional trading partners by providing timely communication and problem resolution.
  • Propose, vet, implement, and communicate operational processing improvements based on analysis of business trends from the team, and feedback from Sales and distributors.  Understand the operational needs of key distributors and represent their views in business unit discussions.
  • Research, review, and process various requests from asset allocation and institutional trading partners, distribution partners, and other institutional sources as requested. Assist in the implementation of Transamerica, Exchange Traded Funds (ETF) and separately managed account (SMA) fund-related initiatives.
  • Lead the oversight of trade management responsibilities for ETF Operations and associated tasks.
  • Utilize technical and operational knowledge to resolve complex operating and accounting issues that often involve multiple internal groups or external parties. Responsible for facilitating front to back Operations process of the ETF trade lifecycle, including working with traders on booking through to final settlement, and facilitate issue resolution across teams.
  • Manages relationships with third-party vendors.
  • Works with the team in developing operational goals that are aligned with functional strategy. Identifies, drives, and implements process improvement initiatives with a critical focus on risk, control, and scalability
  • Participate and provide feedback to management in various Operations and partner meetings, and conference calls.
  • Act as subject matter expert for team, vendors, and distribution partners on operational policies and procedures.
  • Assist in managing relationships with distribution partners as assigned.

Qualifications

  • Bachelor’s degree in a business-related field or equivalent experience.
  • Four years of relationship management experience.
  • Ability to act independently, and as part of a team, in a fast paced environment. 
  • Excellent written and oral communication skills. 
  • Strong analytical and problem-solving skills. 
  • Able to establish and positively influence business relationships.

Preferred Qualifications

  • Broad understanding of the mutual fund industry, including experience with asset allocation, NSCC trading and experience serving distributing intermediaries a plus. 
  • Knowledge of Transamerica, TST and CIT products.
  • Familiarity with service provider products.

Working Conditions

  • Hybrid environment. 

The Salary for this position generally ranges between $55,650-$62,000 annually.  Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for a 7.5% Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.