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About the Role

The Investor Services Manager (AVP) leads and manages the Investor Services team within the Transfer Agency function, acting as the primary point of contact for investors and intermediaries. This role ensures professional, efficient, and controlled investor interactions, delivering a high-quality client experience while adhering to regulatory, risk, and operational standards. The position requires a strategic approach, the ability to influence others, and a focus on continuous efficiency improvements and departmental projects.

Responsibilities

Lead, coach, and develop a team of Investor Services representatives handling investor enquiries via phone and email.
Set clear performance expectations aligned to service standards, SLAs, and KPIs.
Conduct regular performance reviews, call quality assessments, and feedback sessions.
Ensure appropriate resourcing, workforce planning, and coverage across business hours.
Oversee the timely and accurate resolution of investor queries, including account and transaction enquiries, statement and reporting requests, and static data and general registry enquiries.
Ensure queries are resolved at first point of contact where possible, with clear escalation pathways for complex issues.
Monitor enquiry volumes, trends, and repeat queries to identify opportunities for process improvement.
Maintain a high standard of investor experience across all communication channels.
Ensure all interactions are professional, consistent, and aligned to approved scripts and service guidelines.
Drive continuous improvement in service delivery, including call handling efficiency and response quality.
Act as a point of escalation for client or investor complaints and sensitive issues.
Ensure all investor interactions comply with regulatory requirements, internal policies, and control frameworks.
Oversee adherence to call recording, scripting, and audit requirements.
Maintain strict controls around investor authentication, data privacy, and information handling.
Ensure appropriate documentation and audit trails are maintained for all enquiries.
Monitor daily call centre and email queue performance, including volumes, turnaround times, and backlogs.
Implement and maintain procedures to support consistent handling of investor queries.
Work closely with registry operations teams to resolve queries requiring back-office processing.
Support incident management, root cause analysis, and remediation actions.
Support onboarding of new clients, including setup of call flows, scripts, and service models.
Ensure all staff are up to date with operational procedures and ensuring AML/KYC policies are understood and followed.
Facilitate staff training & development, including through effective performance reviews.
Drive operational efficiencies and strive for best in class services.
Understand the core offering and drive implementation of any new regulatory requirement or product.

Requirements

Strong experience in Transfer Agency and investor servicing operations.
Extensive experience in client servicing within a financial services environment.
Proven leadership experience managing a call center or investor contact team.
Demonstrated ability to lead and manage teams, including coaching, recruitment, performance management, and staff development.
Excellent communication and stakeholder management skills.
Strong ability to liaise effectively across all levels of the organization.
Strong capability to motivate teams and drive performance in a high-volume service environment.
Solid understanding of the finance industry and financial markets.
An aptitude for information technology including Excel and HiTrust.
Knowledge of fund accounting concepts.
Strong understanding of core registry processes (transaction processing, distributions, and non-financial changes).
Strong understanding of AML, FATCA, CRS, and relevant regulatory frameworks (e.g. RG97).
Experience with listed products is highly regarded.

Skills

Excel
HiTrust
AML
FATCA
CRS
RG97

Experience Level

Education Level

Relevant tertiary qualifications in accounting, business, commerce, or finance (or equivalent industry accreditation)

Benefits

Inclusive development opportunities
Flexible work-life support
Paid volunteer days
Vibrant employee networks

About the Company

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability.
We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential.
As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most.
Join us in shaping the future.

Equal Opportunity

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.