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.

Investor Services Department

The HedgeServ Investor Services department has an established global presence, with operations located in the Cayman Islands, Ireland, Poland, and USA. Through the company’s continued growth, the team is seeking candidates to expand our operations in Kraków.

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 Responsibilities:

• 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 and MLRO where required.

• Review Investor Transactions.

• Review of Redemption Payment Schedules.

• Review and approve 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.

• Establish and maintain effective working relationships with the NAV, QA, Compliance departments.

• 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.

Our requirements:

• 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

• Minimum of 5 years experience working in a Hedge Fund Administration Firm with at least 3 of those at Supervisor level.

• Alternative Hedge Fund experience may be considered.

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

• 🏥 LuxMed Premium Package for you and your family, offering broad access to medical tests and specialist consultations, as well as greater comfort of treatment (including the Oncological Preventive Health Care Program, Freedom of Treatment program, dental and psychological care)
• 🛡️Life insurance and travel insurance, so you can feel safe in any situation
• 🎁 MyBenefit Platform – you decide how to spend your points (e.g. vouchers, cinema tickets, online shopping, cultural events, or a Multisport card that gives you access to gyms, swimming pools, fitness classes, and hundreds of sports facilities across Poland)
• 💬 Employee referral program – know someone who’d like to join us? A financial bonus is waiting for you!
• 🏠 Remote, hybrid or office-based work options
• 🎓 100% funding for certifications and postgraduate studies accredited by ACCA, CIMA and IOB
• 🧠 Technical workshops and soft skills training – we’ll provide on-the-job trainings to help you quickly gain new knowledge and skills with the support of experienced professionals
• 🎉 Sport and Social Club – team outings, company events, sports activities, and charity initiatives await you
• 💻 Support for workplace equipment, glasses, retirement savings (PPK), and programs promoting mental health and wellbeing – because your comfort and health matter to us