Job Description Summary
For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.
In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.
We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.
HarbourVest is an equal opportunity employer.
This position will be a hybrid work arrangement, which translates to 3 days minimum per week in the office.
This highly visible role will lead a growing global team accountable for servicing private wealth clients and distributor relationships and will report to the Senior Vice President, Head of Private Wealth for Clients and Distributor Operations.
As a global, cross-functional leader, this role will be required to demonstrate strong team management and internal and external relationship building skills.
This position offers an exciting opportunity to develop a strong understanding of all aspects of the client journey within private markets asset management for both closed end and evergreen products.
The ideal candidate is someone who:
Demonstrates global client service expertise with a strategic approach spanning multiple regions, including but not limited to USA, EMEA and APAC, ensuring scalable solutions and consistent service delivery across diverse markets
Strong leader with a positive demeanour always thinking of the client experience while assuring the process is sustainable and can support scale and growth
Resourceful, adaptable, highly organized, and capable of handling multiple priorities and collaborators while maintaining professionalism and a solutions-focused demeanor
Creative, thoughtful and data driven approach to resolving issues, coupled with the ability to make sound judgements
Familiar with CRM platforms, project management tools and can navigate multiple technology platforms to gather and review data, create metrics and develop dashboards
Proactively understands, anticipates, and addresses the sophisticated servicing needs of private wealth clients, ensuring a high-touch, personalised experience and fostering long-term client relationships
Successfully in communicating with clients through various means (phone, face to face, email) to be a great partner and build strong connections
What you will do:
Champion a client-first mindset, ensuring every interaction reinforces trust, value, excellence and expertise
Communicate effectively with prospects, clients and internal teams, using negotiation, consensus-building, and excellent presentation skills
Use analysis and information to address challenging client problems, improve processes, and evaluate outcomes
Lead, mentor, and develop a worldwide Customer Support team at different tiers, championing an enthusiastic and customer-centric approach
Develop and implement business strategies, create long-term relationships, and understand how to build scale to support long term growth
Perform end to end oversight of all Client Service deliverables to ensure timely and accurate response
Authority in our products and services and navigate the organisation to ensure client responses meet regulatory requirements, and exceed client satisfaction
What you bring:
Shown ability to engage directly with private wealth clients—including but not limited to Family Offices, UHNW investors, Financial Institutions, and Broker/Dealers across all aspects of servicing their needs
Excellent written, comprehension, and verbal communication skills
Exceptional attention to detail and commitment to work quality; strives for continuous improvement
Great teammate within and across functional teams and all levels of the organisation
Familiarity with investment management and performance concepts along with high level of comfort with numbers and analysis
Strong technical skills including a familiarity with Salesforce and business process management technology
Project management experience, including ability to lead contending priorities and adhere to deadlines
Proven managerial experience, including supporting, strengthening and developing teams
Education Preferred:
Bachelor of Arts (B.A) or equivalent experience
Experience:
10+ Years customer service and managerial experience in a financial capacity preferred (Manager level, VP, SVP, or MD)
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