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.

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 a wide range of 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 the AML Team

• Review Investor Transactions on HedgeInvestor® (HedgeServ proprietary Investor Services System)

• Review of Redemption Payment Schedules

• Review 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 and Internal Audit 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 team 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 6 staff servicing multiple clients with various requirements and deadlines.

Education:
•Accounting, Finance, Legal or Business Degree. Min. 3.0 GPA

Experience:
•A minimum of 5 years’ experience working in a fund administration firm with at least 3 of those at Supervisor level is required. Alternative fund experience may be considered

Skills:

• Strong verbal and written communication skills

• IT Literate

• Strong analytical and problem-solving skills

• Ability to work effectively both within a team structure and individually

• Strong inter-personal skills

• Knowledge of AML/KYC requirements

• 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

• Amenable to work during US hours.