About this role
Role Summary
The TA CSM serves as the main point of contact for a portfolio of fund clients, ensuring that Transfer Agency services are delivered in accordance with contractual agreements, SLAs, KPIs, regulatory requirements and client expectations. The role acts as the bridge between clients, investors and internal operational teams, driving service excellence, transparency and continuous improvement.
Key Responsibilities
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Client Relationship Management
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Act as the primary contact for assigned clients.
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Build and maintain strong client relationships.
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Understand client structures, products, operating models and service requirements.
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Coordinate and lead regular service review meetings.
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Manage client communications and escalation handling.
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Service Oversight
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Monitor service delivery against agreed SLAs and KPIs.
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Ensure timely completion of TA deliverables.
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Review operational performance and identify service gaps.
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Coordinate across TA operations, registration, dealing, AML/KYC and investor services teams.
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Governance & Reporting
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Prepare and present monthly and quarterly service reports.
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Analyse KPI trends and operational metrics.
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Lead client governance meetings and due diligence reviews.
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Ensure accurate documentation of actions and service commitments.
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Change & Project Management
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Support fund launches, mergers, conversions and onboarding activities.
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Coordinate implementation of new products or service enhancements.
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Manage client-driven change requests.
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Participate in strategic and regulatory projects impacting Transfer Agency services.
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Risk & Controls
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Strong Transfer Agency knowledge
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Client relationship management
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Stakeholder management
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Escalation and conflict resolution
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Analytical and problem-solving skills
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Project and change management
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Communication and presentation skills
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Risk awareness and regulatory understanding
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High client satisfaction scores
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Achievement of SLA and KPI targets