Client Services Professional - Contact Management
Join to apply for the Client Services Professional - Contact Management role at KKR
Client Services Professional - Contact Management
Join to apply for the Client Services Professional - Contact Management role at KKR
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Company Overview
KKR is a leading global investment firm that offers alternative asset management as well as capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life and reinsurance products under the management of Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.
Company Overview
KKR is a leading global investment firm that offers alternative asset management as well as capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life and reinsurance products under the management of Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.
Team Overview
KKR’s Client Operations Team supports clients in a variety of ways throughout the client lifecycle, from onboarding to investor communications, reporting, and overall relationship management across all asset classes, products and geographies. The team is global and works closely with KKR’s Client Solutions (“KCS”), operational groups (Legal, Compliance, Finance, Treasury, Tax, Human Resources) and the firm’s Investment professionals to provide information and solutions to clients.
KKR seeks to recruit an experienced professional who is passionate about providing a high quality client experience and enhancing data, processes and technological solutions to join the Client Operations Team and assume primary responsibility for onboarding and managing client and other important contact information throughout the client lifecycle. This responsibility is large and growing, and is an opportunity to work in a cross-functional capacity with key internal and external stakeholders while simultaneously evolving Salesforce as a growing firm-wide customer relationship management (“CRM”) platform.
Responsibilities
1. Manage the firm-wide contact processing function globally in one centralized CRM system via Salesforce
2. Monitor and manage a large pipeline of daily contact management, including but not limited to:
* Onboarding external client contacts from new subscriptions, including establishing more systematic solutions to achieve processing efficiencies;
* Processing daily contact change requests received across the firm and from clients;
* Further developing policy and rules for contact type framework and taxonomy to ensure proper separation and classification of contacts
3. Lead efforts to document, design and partner with technology to enhance the contact taxonomy. Including developing better solutions for contact capture, maintenance and servicing needs for each contact type and onboarding channel.
4. The successful candidate will work closely with CST leadership and team members to establish a global support and processing model.
5. Collaborate with other groups to centralize contact processing and establish clear protocol for contact management
6. Work with internal departments on bespoke contact setups as well as internal contact management and controls
7. Create standards and manage active rule / tech requirement library for different contact profiles, contact types and exceptions. including but not limited to:
* Ensure integrity of contact roles, permissions and categorizations
* Develop alerts for any violation of contact rules or change management
* Oversee and identify changes to the contact lifecycle: from prospect, to due diligence to onboarded client., including specific portal management
* Perform a quarterly review of contacts and permissions
* Oversee rolling inactive contact deactivation process
* Produce contact lists upon request for client and internal stakeholders
* Build out third party contact controls and access as needs evolve
* Work with Finance to enhance internal contact management and controls
* Serve as data steward with objectives of protecting and enriching contact level data
* Continue the enhancement of robust contact governance frameworks
* Contribute to the design of the client experience specifically via self service capabilities. Build and support the self-service support framework to ensure we are providing the ideal experience for KKR LPs.
* As a specialist and process owner, the ideal candidate will contribute and fine tune existing RPA process solutions related to contacts. This includes managing an active list of enhancement requirements and working with technology to deliver updates.
Requirements
* Bachelor’s degree with a strong academic record from an accredited college or university
* At least five years of relevant experience, preferably working in financial services, consulting, financial administration or law
* Understanding of alternative investments and both equity and credit product offerings
* Prior relevant client service and project management experience, ideally at an alternative asset management firm and a commitment to providing best-in-class service
* Motivated self-starter who will own all operational aspects of the required processes
* Articulate, thoughtful professional with the ability listen well and ask targeted questions when needed
* Innovative thinker with a desire to build process improvements rooted in agile technology and collaborate with teams across the firm
* Extremely high attention to detail and accountability
* Ability to maintain impeccable records of investor documents
* Highly organized with exceptional attention to detail and excellent follow-through
* Grace under pressure, a strong work ethic, 24/7 service mentality and a positive attitude
* Strong interpersonal skills with the ability to partner effectively in a team and build trust and confidence of a broad base of colleagues, and a good sense of humor
* An “always on call” orientation to work
* Ability to identify, escalate, and resolve problems/issues
KKR is an equal opportunity employer. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other category protected by applicable law.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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