Investor Services Manager

At HedgeServ, we’re redefining what’s possible in fund administration. With more than $700 billion in assets under administration, we partner with the world’s most forward-thinking investment managers – across private equity, private credit, endowments, hedge funds and more – to deliver seamless, tech-enabled solutions that drive performance.

Our proprietary platform, enhanced by machine learning and robotic process automation, gives clients real-time insights and unmatched control over their operations. Alongside our technology, we offer award-winning service through our team-based approach -- led by a deeply experienced team of industry experts. Our solutions span the full investment lifecycle, including fund accounting, middle office, risk, compliance, tax, and investor services.

We’re a future-focused company, empowering our people through a robust career development framework, clear career trajectories with structured learning paths, training, and progression plans. We invest in leadership development and in our collaborative culture, creating space for talent to grow. Our corporate values – Relationships, Support, Innovation, and Expertise – create a sense of shared purpose and belonging, and we recognize our employees sit at the core of our success. We continue to innovate and evolve through our employees, working together to achieve our shared vision and mission.

HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. We’ve been recognized as an employer of choice, earning a top 100 workplaces designation.

Founded in 2008, HedgeServ has grown into a global organization with over 2,000 experts across the globe, with offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, the Philippines, and Australia. We’ve earned numerous accolades, including Top Overall Administrator, along with #1 rankings for providing alternative asset services in Accounting, Technology, Client Service, Investor Services, Alternative Fund Expertise, Reporting, and Regulatory Expertise.

The HedgeServ Investor Services department has an established global presence, with operations located in the Cayman Islands, Ireland, Poland, and USA. The team currently services a mix of private equity, hedge funds and hybrid structures. Using our proprietary technology, clients and investors experience an interactive, end to end, industry leading service. The team works with its clients and investors to introduce new technology solutions to continuously meet the demands of an ever-changing industry to support unique client structures and operating models.  

Job Description

Investor Services Managers are responsible for the ongoing management of the Investor Services process within the guidelines and procedures provided by HedgeServ and under the supervision and guidance of a Director and Managing Director. Every Investor Services Manager will receive the requisite Induction Training in addition to both compulsory training (AML/KYC) and optional training. Additional client-specific training is provided by the Director and Managing Director.

Key Accountabilities of the Role

The below list is not finite and may be added to. The combination of tasks required to be executed will vary depending on both client structure, client requirements and business needs.

• Resolve investor transaction enquiries escalated by Supervisor or Administrator
• Ensure all aged items on TA bank reconciliations are resolved timely
• Resolve complex AML/KYC documentation issues in conjunction with Compliance department MLRO where required
• Review Investor Transactions on HedgeInvestor® (HedgeServ proprietary Investor Services System)
• Review of Redemption Payment Schedules
• Review and release wire transfer payments
• Ensure investor reporting is provided accurately and timely as agreed with client
• Ensure client reporting is provided accurately and timely and in line with agreed client expectations
• Handling complex calls from investors
• Identify areas for improvement in processes, personnel and structure for discussion with Director
• Establish and maintain effective working relationships with the NAV, QA, Compliance departments within HedgeServ
• Review annual fund audit requirements ensuring all items are addressed timely and accurately
• Ensure all investor audit requests are responded to accurately and timely
• Manage multiple client relationships ensuring constant liaison with both the client and the relevant NAV manager ensuring consistency and clarity of service
• Manage investor services recruitment, training and performance evaluations
• Review documentation upon initialization of new clients

HedgeServ operates a client focused structure which provides a wide-range of experience to all levels of employee. As such Investor Services Manager should be flexible and willing to adapt. Investor Services Manager should be capable of managing a team of up to 8 staff servicing multiple clients with various requirements and deadlines.

Skills:

• IT Literate
• Strong verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to work effectively both within a team structure and individually
• Strong inter-personal skills
• Good initiative tempered with identifying when escalation is required
• Strong systems, product and process knowledge
• Reliable and dependable
• Approachable
• Committed
• Ability to positively influence team morale

Education:            

• Accounting, Finance, Legal or Business Degree – Minimum 2.2 honors degree

Experience:         

• A minimum of 5 years’ experience working in a hedge fund administration firm with at least 3 of those at Supervisor level is required. Alternative hedge fund experience may be considered
• Ability to manage a team of up to 8 staff servicing multiple clients with various requirements and deadlines

We’re proud to offer a benefits package and workplace culture designed to support your health, career ambitions and life beyond work.

• 🏥 Full private medical insurance so that you can take care of your & your family’s health & wellbeing
• 🛡️ Permanent health insurance/income protection as well as Life insurance, so that you can feel secure in any situation
•  Defined contribution pension scheme with competitive employer contributions so you can look after your future
• Employee Assistance Programme available to you and your immediate family for support on a variety of matters
•  Competitive annual holiday entitlement so that you can slow down and take some time to rest
• 🎓 Annual professional membership fee reimbursment, e.g. in ACCA, CIMA
• 🎁 Club/gym subsidy so that you can take care of your body after work
•  Discretionary annual bonus scheme 
• 💬 Referral Program – do you know someone who would like to join us? Referral bonuses are awaiting you!
• 🏠 Remote/hybrid working opportunities, or from the office
• 🧠 Tuition support for professional qualification exams that are relevant to your role including paid study and exam leave
• 🎉 Sports and Social Club – many team outings, company parties, sports activites and charity projects are awaiting you
• 💻 Support for workplace equipment and programs promoting mental health and wellbeing – because your comfort and health matter to us