【KKRジャパン】Client Services Professional
仕事内容
Team And Position Overview
KKR’s Client Services Team supports clients in a variety of ways throughout the client lifecycle through four key verticals: fund and client onboarding; investor communications; inquiry management; and data and analytics. Client Services is global, works with clients and products across all asset classes and geographies, and interacts closely with KKR’s Client & Partner Group (“CPG”), operational groups (Legal, Compliance, Finance, Treasury, Tax, Human Resources) and the firm’s Investment professionals to provide information and solutions to clients.
The Client Services Team is seeking a team member to fill a role supporting clients and internal stakeholders through the management of client-servicing processes and oversight of client inquiries globally, with a particular focus on the daily support of requests that originate with clients located in Asia.
Working closely with internal colleagues including client Relationship Managers, KKR’s Compliance and Legal team, Finance, Tax, Treasury and external fund counsel, the successful candidate will ensure that client requests are responded to with the highest standard of white glove service, accuracy and timeliness. The candidate will facilitate the response to each request by liaising on the client’s behalf with other members of the Client Services team and the appropriate internal or external subject matter experts as needed with the objective of providing clear and transparent solutions for clients.
While the orientation of the role is global given the mandate of the Client Services Team, the candidate will have a unique opportunity to develop deep relationships with clients and their service providers who are based in Asia, particularly those based in Japan. Due to that focus, successful candidates will be fluent in Japanese and the role will be based in Tokyo and report to the Beijing-based Vice President on the Client Services team.
The candidate also will be on the front lines of tracking and classifying requests in a Salesforce case management tool and working with senior members of the Client Services team to analyze requests and responses to inform the development of process improvements and technology solutions, which also include reporting and trends that provide insights to Relationship Managers.
応募資格(必須経験など)
Responsibilities/Requirements
Manage an extremely high daily volume of regular and ad hoc client inquiries, collaborating with colleagues to source and deliver comprehensive responses to clients in a personalized, gracious and timely manner.
In close collaboration with CPG colleagues, proactively manage existing client relationships through telephone conversations, written communications and meetings, ensuring that every touchpoint with clients is an opportunity to strengthen a relationship.
Log and classify inquiries in the Client Services CRM system (SalesForce) and support running analyses of that activity for senior leadership.
Grow to understand the financial and legal reporting available to clients on the KKR Client Portal so that such understanding can inform client inquiries and support the continued enhancement of the reporting and the overall digital client experience on the portal.
Drawing on data management, governance and technology understanding, contribute to the analytical evolution of the Client Services team in a variety of ways.
Create data and reporting solutions that create efficiencies and consistent methodologies.
Develop meaningful relationships, operational frameworks and operational connectivity with third party platforms, service providers and client related contacts.
Identify and escalate potential risks, complex requests and issues to senior team members to ensure consistent approach and resolution.
Provide daily support to manager and team members to facilitate a seamless 24-hour global support model including key hand offs and collaboration regarding key tasks and initiatives.
Establish and develop a regional support model focused on enhancing the client experience and meeting evolving client needs from a reporting and servicing perspective.
Create desktop reference guides and procedures to support and enhance daily work and deliverables.
Play an integral role on the Client Services team through support of shared operational functions.
CRITICAL COMPETENCIES FOR SUCCESS
Four-year bachelor’s degree with a strong academic record from an accredited top-tier college or university; advanced degree a plus.
Over three years of relevant experience, preferably working in financial services, consulting, financial administration or law.
Prior relevant client service and project management experience, ideally at an alternative asset management firm, and a commitment to providing best-in-class service.
Understanding of alternative investments and both equity and credit product offerings
Strong proficiency with technology, including experience with Salesforce and client portals, ideally with an understanding of Marketing Cloud.
Excellent oral and written communication skills.
Native fluency in Japanese and fluency in English.
Strong interpersonal skills with the ability to partner effectively in a team and build trust and confidence of a broad base of colleagues.
Highly organized with exceptional attention to detail and excellent follow-through.
Grace under pressure, a strong work ethic, service mentality and a positive attitude.
Strong analytical and problem solving skills.
Ability to identify, escalate, and resolve problems/issues.