SVP, Client Operations

Location

Brookfield Place New York - 250 Vesey Street, 15th Floor

Brookfield Culture

Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Brookfield is a global asset manager focused on real estate, infrastructure, renewable energy & transition, private equity, credit and insurance solutions (the “Business Groups”) with over $975 billion of assets under management.

The Global Clients Group (“GCG”) provides solutions for investors across the Brookfield Asset Management organization. The GCG also manages institutional relationships and raises capital for Brookfield’s various private funds and client accounts.

The Business Management Team is the team responsible for supporting the process, data, technology, finance, and operational needs of the Global Client Group. The Business Management Team’s key focus areas include: (i) a dedicated technology and process project management center,(ii) a client operations team inclusive of data management, (iii) strategic business planning and finance team and (iv) a global meeting coordinator team. The team will work with all of the functions across GCG as well as key stakeholders within technology and the Business Groups to deliver strategic and tactical solutions. 

The focus of this role is the strategic development of client operations team that will coordinate operational processes internally across key stakeholders and enhance the client experience ensuring timely and accurate delivery of all client operational needs. The individual in this role will be accountable for both onshore and offshore (Mumbai) resources. The individual will manage and direct overall team activities, monitor progress, and recommend and implement process changes to improve services and systems. This role is accountable for both the support of day-to-day functions and longer-term initiatives. This role involves managing the end-to-end client experience, ensuring smooth and efficient processing of client items, and working closely with various internal teams to address client needs and resolve issues. The ideal candidate will possess strong operational expertise, excellent communication skills, and a proactive approach to problem-solving.

In this role, the candidate will:

• Client Relationship Management:

  • Serve as the primary point of contact for client inquiries related to operational issues, transactions, account management and access to necessary data.

  • Build and maintain strong relationships with the operational contacts at clients, understanding their needs and providing exceptional service.

• Operational Excellence:

  • Oversee the daily operations related to client accounts, including transaction processing, account maintenance, and reporting.

  • Ensure that all operational processes are compliant with regulatory requirements and company policies.

  • Build and maintain strong relationships with external service providers (fund admins, custodians, consultants) to partner effectively in delivering market leading client service.

• Process Improvement:

  • Identify opportunities for process enhancements to improve efficiency, accuracy, and client satisfaction.

  • Understand from the broader industry and peers what is defined as best practices

  • Implement best practices and standardize procedures to streamline operations.

• Coordination with Internal Teams:

  • Collaborate with investment, compliance, and technology teams to address client issues and implement solutions.

  • Facilitate communication between departments to ensure a cohesive approach to client service.

  • Where applicable, establish consistent operational processes that will enable uniform experience across the broader Brookfield

• Issue Resolution:

  • Proactively address and resolve any operational issues or discrepancies related to client accounts.

  • Develop and implement strategies to prevent recurring problems and improve overall client experience.

  • Work with key service providers to ensure accountability as it relates to client needs and deliverables.

• Data Management, Reporting, and Analysis:

  • Monitor and analyze operational metrics to identify trends, opportunities for improvement, and areas of concern.

  • Prepare and present regular reports on client operations performance to senior management.

  • Develop an exception-based process driven to enhance the data quality of our Salesforce CRM system

  • Evolve our use of Salesforce, ensuring data accuracy and process efficiency.

  • Oversee team’s maintenance of the Salesforce database, user access rights, and client information

• Client Onboarding and Transition:

  • Manage the onboarding process for new clients, ensuring a smooth transition and setup.

  • Coordinate with relevant teams to facilitate client account transitions, updates, and terminations.

  • Define and execute clear transition points to other stakeholders and teams across Brookfield ensuring transparency regarding milestones and risks.

Qualifications Required:

• Bachelor’s degree in finance, business management or another relevant discipline

Experience Required:

• 10+ years of experience in financial services and/or client operations function

• Direct experience in a client-facing role within an asset manager or investment bank

• Managed a team of operational or client-facing functions

• In-depth knowledge of Salesforce with experience exporting and analyzing additional data sources

• Experience with visualization and analytical tools including Power BI, Tableau, Excel

• Experience with complicated processes and technology enabled solutions

• Vendor Management experience is considered an asset

• Advanced Microsoft Office skills (Word, Excel, PowerPoint, Visio)

• Previous experience with any other existing components of GCG technology stack

• FIS, Loopio, Seismic, Unqork, Monday.com]

key Competencies/Behaviours Required:

• Develops employees by recruiting, onboarding, training, and providing feedback across all members of the team

• Strong analytical skills

• Excellent planning and organisational skills

• Ability to work effectively both independently and in team environments, considering multiple points of view and managing conflicts

• Shares information with team members in a clear and concise manne

• Able to develop a strong internal/external network

• Proactively seeks opportunities to get involved in more challenging projects

• Ability to multi-task and work in a very fast-paced and team-oriented environment

• Excellent interpersonal, analytical, and creative problem-solving ability

• Strong written and verbal communication skills including preparation and delivery of presentations

• Self-motivated and proactive, both with respect to managing workload and own professional development

• Ability to motivate others to think, persevere, and execute on ideas that are out of their comfort zone

• Ability to build and maintain strong working relationships with all levels of management and staff

Salary Range: $225K - $275K

Our compensation structure is comprised of a base salary and a short-term incentive program (cash bonus). Cash compensation tends to vary based on geography to account for local market conditions and is set to be market competitive. Compensation decisions are based on a number of factors including relative experience, overall years of experience, industry experience, education and designations

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.