Client Service Principal, Taxable

Position Description

The Client Service Principal located in Boston will be responsible for managing and enhancing client relationships by delivering exceptional service and proactive communication. The Client Service Principal acts as a bridge between clients and internal teams, ensuring client satisfaction and retention while promoting the organization's service offerings. The candidate will serve as an escalation point of contact to the Investment Teams managing client portfolios while helping to build and design our operational processes and procedures.

The candidate will be an integral member of the global Operations team and will report directly to the Head of North America Client Service Team. The candidate should be hardworking and must be able to interact with colleagues and third parties, prioritizing and completing multiple tasks and meeting deadlines. This role is client facing with both internal and external stakeholders, and thus a strong candidate will be comfortable interacting with clients and counterparties in a professional manner.

Key Responsibilities include:

Oversight and Team Development

• Management of staff who are responsible for the day-to-day operations for client portfolios.
• Manage deadlines, ensuring accuracy and timeliness of all client deliverables, such as reports, statements, and account reconciliations.
• Manage and ensure all operational processes and procedures are followed and adhere to compliance standards.
• Provide coaching and mentoring to junior team members.
• Draft and deliver mid-year and end of year performance reviews for all assigned mentees.
• Act as an escalation point for client teams on operational inquiries.

Client Service Management

• Client-centric approach with a commitment to delivering best-in-class service.
• Facilitate the resolution of client inquiries, issues, or concerns promptly and effectively.
• Proactively identify opportunities to enhance client experience and satisfaction.
• Manage accuracy and timeliness of all client deliverables, such as reports, statements, and account reconciliations.
• Oversee the investment execution ensuring all portfolio actions are executed in a timely and accurate manner.
• Review and sign off on the accuracy of wire transfers, execution instructions and alternative investment documentation prepared by junior team members.
• Collaborate closely with the Investment Team and other internal stakeholders in managing client relationships (e.g. Compliance, Legal, Pooled Vehicles).
• Act as a client advocate during internal discussions, ensuring their interests are prioritized.

US Taxable Client Servicing

• Oversee a team whose focus is operational servicing of multi-entity taxable client households including individuals, joint accounts, trusts, LLCs, IRAs, and DAFs.
• Partner with the Investment Team on tax-aware investment operations across the household, including wash sale management, tax loss harvesting, charitable gifting, and K-1 reporting.
• Serve as the senior point of escalation for complex operational situations unique to taxable households (multi-entity structures, restricted positions, estate plan implementation).
• Build out the operational standards and playbooks that allow the team to service taxable households consistently as client base grows.

Project and Strategic Initiatives

• Partner with internal teams, investments, operations, and compliance, to deliver seamless client service.
• Assess and make recommendations to improve client service processes and procedures.
• Collaborate across the team and Firm to implement process improvement initiatives.
• Support the management team with strategic and tactical client service system development projects.
• Proactively identify and mitigate potential risks related to client accounts, working internally to identify, assess, and mitigate risks associated with client accounts and operational processes.
• Collaborate with the global client operations team to improve risk controls based on industry best practices and regulatory updates.

Key responsibilities will be regularly assessed and are subject to change from time to time based on the needs of the business.

Additional responsibilities include:

• Responsible for ensuring all information security processes, policies and procedures are adhered to and any issues or concerns are raised with the Cyber Security team
• Ensure full compliance with all local data protection regulations and privacy controls, and any related issues are raised via the appropriate channels

Qualifications / Attributes

Required:

The ideal candidate will have strong attention to detail, strong problem-solving and organizational skills, and ability to multi-task in a fast-paced environment. The candidate must have excellent communication skills as well as presentation abilities.

• Prior experience (8+ years). Investment operations experience is preferred.
• 5+ years of client service experience in financial services, with a focus on OCIO clients or high net worth individuals.
• Hands-on experience servicing US taxable clients (HNW families and family offices), including multi-entity household structures, tax-aware investment operations, and coordination with external CPAs and trust & estate counsel.
• Prior management or supervisory experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Articulate self-starter with strong analytical and organizational skills.
• Strong attention to detail.
• Proficiency in financial analysis tools, CRM systems, and MS Office Suite.
• Excellent leadership, interpersonal, problem solving and communication skills.
• High degree of integrity and professionalism with strong interpersonal and communication skills.

Preferred:

• Investment operations experience in an OCIO or similar multi-asset environment.
• Collaborative team player with a proactive attitude and experience working across cross-functional teams.

Benefits and Compensation

Partners Capital is committed to being a great place to work. We are focused both on wellbeing and professional growth. You can expect professional development and career progression opportunities, competitive compensation, exceptional benefits, and a flexible "results-focused" working model. Our benefits package includes medical, dental, and vision insurance, short and long-term disability insurance, life insurance, flexible spending accounts, commuter benefits, paid time off and a 401(k) plan with employer matching. The Firm also supports global philanthropy via a charity program and volunteer day. In addition, we champion a variety of wellness and social events. We also support the pursuit of professional certifications such as the Chartered Financial Analyst (CFA), Chartered Alternative Investment Analyst (CAIA), etc.

Massachusetts requires Partners Capital to include a reasonable estimate of the base salary range for this role. This base salary range is specific to individuals applying to work in our Massachusetts office and takes into account a number of factors. A reasonable estimate of the base salary range for this role in Massachusetts is $115,000 - $160,000. The base salary offered will be determined on factors such as experience, skills, training, certifications, and education. Decisions will be determined on a case-by-case basis.

The base salary is one element of our competitive compensation package. In addition to the base salary, this position may be eligible for performance-based incentives.

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