Investor Services Manager

About HedgeServ

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.

Company culture & values

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 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. 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 Accountabilities of the Role

• Address investor transaction enquiries escalated by Supervisor or Administrator
• Ensure all aged items on TA bank reconciliations are addressed in a timely manner
• Address complex AML/KYC documentation issues in conjunction with Compliance department MLRO where required
• Review Investor Transactions on HedgeInvestor (HedgeServ proprietary Investor Services System)
• Review of Redemption Payment Schedules
• Review and release 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
• Engage with investors on complex queries.
• Identify areas for improvement in processes, personnel and structure for discussion with Director
• Establish and maintain effective working relationships with the NAV, QA, Compliance 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 manager ensuring consistency and clarity of service
• Manage investor services recruitment, training and performance evaluations
• Review documentation upon initialization of new clients

As such Investor Services Manager should adapt to changing client requirements and business needs. Investor Services Manager should be responsible for managing a team of up to 8 staff servicing multiple clients with various requirements and deadlines.

Skills

• 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 interpersonal skills
• Demonstrates initiative while applying appropriate escalation processes
• Strong systems, product and process knowledge
• Demonstrates consistency in delivering responsibilities and maintaining professional standards
• Support team engagement and effective collaboration

Education & Experience

Education: Accounting, Finance, Legal or Business Degree - Minimum 2.2 honours degree

Experience: A minimum of 5 years' experience working in a hedge fund administration firm with at least 3 of those at Supervisor level is required. Alternative hedge fund experience may be considered Ability to manage a team of up to 8 staff servicing multiple clients with various requirements and deadlines

Benefits

• Full private medical insurance
• Permanent health insurance/income protection as well as Life insurance
• Defined contribution pension scheme with competitive employer contributions
• Employee Assistance Programme available to you and your immediate family
• Competitive annual holiday entitlement
• Annual professional membership fee reimbursement
• Club/gym subsidy
• Discretionary annual bonus scheme
• Employee Referral Program
• Remote/hybrid working opportunities, or from the office
• Tuition support for professional qualification exams that are relevant to your role including paid study and exam leave
• Sports and Social Club

At HedgeServ, our people are at the core of everything we do. We aspire to grow and challenge the status quo and it is our high calibre talent that drives our progress. We deliver success with the biggest clients because we have the best people working for us. We're committed to rewarding performance with competitive salary & benefits packages and ongoing learning and development opportunities. Our corporate values create a sense of shared purpose and belonging as we work together to achieve the vision and mission of HedgeServ. We experience successful results through demonstrating the below values and behaviors which are at the core of how we communicate with employees and clients. We work in partnership with each other and our clients; collaboration is at the core of what we do. We work collaboratively, focusing on end-to-end ownership and autonomy in our processes. We share knowledge across our teams and offices to gain expert and diverse views. We develop long-term relationships through investment and commitment to our employees and clients. We communicate in personal, inviting, and authentic ways whether face-to-face or virtually. We empower and trust employees so they can realize their full potential on an individual and organizational level. We leverage our global reach for positive local impacts. We focus on employee health and well-being. We are empathetic and committed to diversity and inclusion. We listen to each other and think about what we want to say and then respond. We embrace corporate social responsibility and our ability to impact and enrich the lives of our team, their families, our clients, and the world around us. We embrace an entrepreneurial spirit and growth mindset where change is a positive dynamic. We confidently challenge the status quo with respect and positive intent. We offer a leading-edge suite of proprietary technology applications. We rapidly adapt to current information, changing conditions, or unexpected obstacles. We act with vision, agility, and resilience. We listen to each other's ideas and value diverse perspectives. We are the most experienced team of industry experts. We share our knowledge with each other to make us stronger; we share our knowledge with our clients to make them stronger. There is no question we can't answer, nor any problem we can't solve. We cultivate a productive and agile environment which allows us to anticipate our clients' needs and consistently deliver solutions in real time. We embrace an entrepreneurial spirit while leveraging the resources of a global organization. We scale our resources to meet the requirements of our clients. We foster continuous training and professional development.