AVP, Account Services

SUMMARY The AVP, Account Services is responsible for ensuring core PowerAgent functions are operating and configured to effectively meet client needs. KEY ACCOUNTABILITIES MANAGING DAILY SYSTEM PROCESSES Monitors daily batch jobs and error reporting; triage as needed. Provides internal system support to operations teams. Manages tickets with systems and output vendors to ensure issues are resolved timely and accurately. Trains associates on daily systems processes. TA SYSTEMS PROJECTS Processes fund liquidations, mergers, and launches on PowerAgent. Installs client change requests on PowerAgent. Manages test plans for PowerAgent upgrades and hotfixes. Assists with data mapping for client conversions. Manages data validation plans for conversions. Runs daily system batch jobs when primary associates are out of the office. Reviews, enhances, and documents procedures. PERSONNEL MANAGEMENT Manages associates within department including, but not limited to, hiring, training, and developing associates, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions. Conducts one-on-one and team meetings with associates on a regular basis to discuss new procedures, problems, and issues. Establishes team and individual goals for department. Fosters performance of associates and the processes used by them; holds the associates accountable for their work. WORKING RELATIONSHIPS Mentors associates through instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used. Contact as needed with clients regarding general information, resolution of issues, inquiries, or reporting requirements. Contact with members of team and internal teams regarding follow-up on inquiries, open workflow, etc. May perform other duties as required and assigned. EDUCATION AND EXPERIENCE Bachelor’s degree in business administration or related field. 5-8 years of experience in client service or related field. 3-5 years of management and leadership experience. Experience working within the financial services industry. KNOWLEDGE Mutual fund servicing industry. PowerAgent and other shareholder recordkeeping systems. Microsoft Office Suite. Adobe Acrobat. SKILLS AND ABILITIES Excellent customer service skills with an aptitude for understanding clients’ business needs. Dedication and motivation to achieve high standards of customer service. Aligns associates with company values and goals. Plans and delegates the work of others. Motivates and inspires others. Assesses the performance of self and associates to make improvements or take corrective action. Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures. Troubleshoots issues utilizing creative and critical thinking skills. Multitasking, analytical, and organizational skills. Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness. Demonstrates personal integrity, responsibility, and accountability. Effectively uses resources such as time and information in conjunction with associates. Participates in solving problems and making decisions. Presents and expresses ideas and information, written and oral, clearly, and concisely. Actively listens to others to achieve understanding and supports an open exchange of ideas and information. Identifies needs, arranges for, and obtains resources to accomplish individual and department goals. Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations. Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion. Equivalent education, experience, and KSA’s will be considered. Ultimus is an equal opportunity employer and does not discriminate on the basis of the applicant’s or employee’s race, color, religion, national origin, ancestry, gender, sexual orientation, age, disability, veteran or military status, genetic information, citizenship or any other status entitled to protection under federal, state or local anti-discrimination laws. No questions on our employment application are intended to secure information that is to be used for impermissible purposes.