EAFS IS Manager

Position Overview

Investors judge a fund by the quality of every interaction they have with it: how quickly a subscription is processed, how clearly a capital call is explained, and how accurately a quarterly statement reflects their position. The Investor Services Manager owns that experience.

In this role, you lead the team responsible for investor onboarding, anti-money laundering and know-your-customer (AML/KYC) review, capital activity processing, and investor reporting across a portfolio of private equity, credit, real estate, venture, and hedge fund clients. You act as the day-to-day escalation point for fund managers and their limited partners, and you work with fund accounting, compliance, and technology colleagues to keep investor records accurate and investor communications timely.

This is a client-facing middle management role, you will be expected to set service standards and take responsibility for the accuracy of the investor register.

• Oversee end-to-end investor onboarding, including subscription document review, side letter tracking, and entry of investor data into the fund administration platform.
• Review AML/KYC and Customer Identification Program files for completeness and escalate exceptions to compliance, including politically exposed person and sanctions screening results.
• Confirm accredited investor, qualified purchaser, and qualified client status is documented in line with each fund's offering terms.
• Coordinate FATCA and Common Reporting Standard (CRS) self-certification collection and maintain supporting tax documentation such as Forms W-8 and W-9.
• Maintain the investor register and legal entity data so that ownership, commitments, and contact records stay accurate across systems.

• Prepare, review, and release capital call and distribution notices.

• Track funding status, follow up on late contributions, and support the default and remedy process when a limited partner fails to fund.

• Review subscriptions, redemptions, transfers, rebalances, and equalization calculations for open-ended and closed-ended structures.

• Verify bank instructions through callback and other fraud prevention controls before any payment is released.

• Reconcile investor-level capital account balances against fund accounting records and resolve differences before reporting deadlines.

• Administer the investor portal: user provisioning, document posting, entitlement review, and access certification.

• Perform AMLCO, FATCA/CRS and other periodic reporting.

• Respond to limited partner inquiries and due diligence questionnaires within agreed service levels, and coordinate responses with the client where judgment is required.

• Support the annual Schedule K-1 and K-3 distribution process in coordination with the tax team.

• Serve as the primary investor services contact for an assigned group of fund clients and their investor relations teams.

• Assist leadership and clients on onboarding of new funds and new clients, including data migration, review of governing documents, and design of the service delivery model.

• Track service level agreement performance, prepare service review materials, and present results in client meetings.

• Identify recurring pain points and propose changes that reduce turnaround time or manual effort.

• Assist the leadership in workload allocation, capacity planning, and coverage across reporting and capital activity peaks.

• Support the leadership in team members’ career development and training plans.

• Maintain documented procedures and confirm that four-eyes review, segregation of duties, and approval controls operate as designed.

• Support SOC 1 examinations, internal audits, and client due diligence reviews by preparing evidence and responding to testing requests.

• Identify manual steps suitable for automation and work with technology colleagues on requirements, testing, and rollout.

• Escalate control breakdowns, errors, and near misses promptly, and track remediation to closure.

• Bachelor's degree in accounting, finance, economics, business administration, or related field.

• Eight or more years of investor services, transfer agency, fund administration, or private fund investor relations experience.

• Two or more years of direct supervisory experience or demonstrated experience leading a workstream and reviewing others' work.

• Working knowledge of private fund structures, limited partnership agreements, capital calls, distributions, and capital account mechanics.

• Familiarity with AML/KYC requirements, FATCA, and CRS as they apply to pooled investment vehicles.

• Advanced Microsoft Excel skills, including lookups, pivot tables, and large data set reconciliation.

• Demonstrated accuracy under deadline pressure, with a record of catching errors before they reach investors.

• Clear written and verbal communication skills suitable for direct contact with institutional investors and high-net-worth individuals.

• Experience with fund administration or investor portal platforms.

• Hands-on experience in setting up and processing wire transfers/payments through online banking platforms.

• Strong knowledge of Letter of Authorization (LOA) processing and the ability to ensure compliance with applicable banking regulations and internal controls.

• Exposure to offshore structures in the Cayman Islands, British Virgin Islands, and to the related regulatory reporting.

• Experience supporting a fund launch or client migration from another administrator.

• Working knowledge of ILPA reporting templates and institutional investor due diligence practices.

• Data tooling skills such as Power BI, Alteryx, SQL, or Python for reconciliation and reporting.

• Certified Anti-Money Laundering Specialist (CAMS) ACAMS