EVP, Relationship Management

The EVP, Relationship Management is responsible for overseeing the Ultimus client relationship managers including monitoring and ensuring client satisfaction, assuring client retention, enhancing revenue, pursuing cross-sales opportunities contract renewals, and profitability, communicating business changes, and overall leadership of the client management processes and team.

Key Accountabilities:

• Oversees the client relationship management team providing support, guidance, and mentorship to team members.
• Ensures understanding of client’s current business and key decision makers as well as future product plans and how Ultimus can help solution.
• Drives client revenue growth
• Serves as executive to address client issues as necessary in conjunction with the rest of executive management as needed
• Establishes strategic relationships with key industry Centers of Influence (COI) and industry groups. Speaks at conferences on relevant topics.
• Occasionally serves as subject-matter expert in business development meetings.
• Works closely with Ultimus department management to ensure our service teams are fully aligned to exceed client expectations.
• Works closely with Senior management peers to achieve overall Company P&L goals. Including messaging fee adjustments, where appropriate for clients.
• Manages the Relationship Management associates to achieve Ultimus business goals and their personal growth goals.
• Where applicable, participates in fund board activities and responsibilities, develops Board level relationships.
• Executive sponsor of client conference.
• Escalates issues in accordance with policy and own resolution working with the Ultimus department and executive management teams.
• Travels, as needed, to meet with clients and participate in conferences, COI, or other firm-related meetings.
• Coordinates with Executive Committee, Relationship Managers, and team members for education opportunities for board members.

Personnel Management:

• Manages associates within department including, but not limited to, hiring, training, and developing associates, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions.
• Conducts one-on-one and team meetings with associates on a regular basis to discuss new procedures, problems, and issues.
• Establishes team and individual goals for department.
• Fosters performance of associates and the processes used by them; holds the associates accountable for their work.

Working Relationships:

• Serves as Ultimus liaison with board chairs and/or lead independent directors.
• Occasionally (primarily for Ultimus contract renewals) attends board meetings for clients.
• Attends periodic (quarterly and as scheduled) board meetings for clients.
• Client executive level visits/conference calls on a regular basis.
• Mentors associates with instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used.
• Develops and maintains strong internal teamwork with Ultimus department management. Works with internal management and service teams to ensure we are meeting and exceeding client expectations.
• Regular client communication and updates. Manages client account and action plans which focus on client satisfaction, communication, specific service needs, contract renewals, profitability, and product cross-sale.
• Internal communication with service teams.
• May perform other duties as required and assigned.

Knowledge:

• Client relationship management.
• Microsoft Office Suite.
• Adobe Acrobat.

Skills and Abilities:

• Fully embraces Ultimus Culture. The power of the team, owning the process, and striving for relentless improvement are key aspects of our Culture Playbook.
• Establishes and maintains strong relationships with clients, executives, and senior management.
• Leverages relationships to enhance client satisfaction and achieve company goals.
• Develops and implements client action plans and executes company projects.
• Ensures that good business decisions and judgments are made based on sound financial principles and knowledge of the business to broaden company goals.
• Adaptable, responsive, and drives change.
• Seeks and collaborates on innovative ideas for service enhancements or business improvement.
• Motivates, develops, and trains the Relationship Management team.
• Develops a strong culture built around teamwork.
• Supports all internal service teams with the goal of exceeding client expectations.
• Provides excellent service and builds strategic senior level client partnerships based on knowledge of client business requirements.
• Aligns associates with company values and goals.
• Plans and delegates the work of others.
• Motivates and inspires others.
• Assesses the performance of self and associates to make improvements or take corrective action.
• Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures.
• Troubleshoots issues utilizing creative and critical thinking skills.
• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
• Demonstrates personal integrity, responsibility, and accountability.
• Effectively uses resources such as time and information in conjunction with associates.
• Participates in solving problems and making decisions.
• Presents and expresses ideas and information, written and oral, clearly, and concisely.
• Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
• Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
• Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
• Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.

Education and Experience:

• Bachelor’s degree in business administration, financial services, or related field.
• 20 years of financial services industry experience.
• Experience in 40 act products, asset management, asset servicing, business, and/or product strategy development.
• 10 years of management and leadership experience.
• Equivalent education, experience, and KSA’s will be considered.

Physical and Other Requirements:

• At times, as business needs arise, associates are required and agree to work beyond their normal workday or work week to fulfill the accountabilities required for their job.
• The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
• The associate is regularly required to sit and stand.
• The associate must occasionally lift and/or move up to 10lbs.
• Specific vision abilities are required within this position.
• Occasional travel (approximately 10% or less) may be required in this position.
• Reasonable accommodation may be made to enable associates to perform the essential functions.

Ultimus is an equal opportunity employer and does not discriminate on the basis of the applicant’s or employee’s race, color, religion, national origin, ancestry, gender, sexual orientation, age, disability, veteran or military status, genetic information, citizenship or any other status entitled to protection under federal, state or local anti-discrimination laws. No questions on our employment application are intended to secure information that is to be used for impermissible purposes.