Position Summary: The Senior Manager, Fund Administration, leads the Fund Administration team, which opens donor-advised funds and processes investment account paperwork. The role contributes to the team strategy, manages staffing and capacity (including temporary staff during Giving Season), and serves as the primary point of contact for firms and custodians on new account matters. This individual drives process improvement and automation, uses data to measure performance and inform leadership decisions, and ensures a best-in-class client experience.

Responsibilities:

Team Leadership and Staffing

• Contributes to a 3-year functional strategy for the Fund Administration team, including roles, responsibilities, and project expectations. Communicates objectives, performance expectations, and strategy to each team member, and tracks progress to ensure timely completion.
• Owns hiring and capacity planning. Supervises and coaches team members, including temporary staff, reallocates workload as volume and priorities shift, and manages staffing and coverage against turnaround times. Recommends staffing additions or changes to meet objectives.
• Onboards new team members and delivers foundational Fund Administration training. Revises Salesforce SOPs, co-facilitates Salesforce training, and leads system training as needed. Ensures each team member is trained on current controlled documents.
• Leads Fund Administration’s Giving Season preparation, including contingency planning, Giving Season Agreements, the escalation and exception processes, and refresher training for cross functional teams.

Operations and Client Service

• Oversees paperwork assignment and routing to Fund Administration processors and answers questions on assignment. Creates and executes processes and workflows for opening DAFs and processing investment account paperwork accurately and efficiently.
• Approves rush requests and handles manager-to-manager rush and assistance requests. Reviews escalations and exceptions, including quality check rushes, against the Giving Season escalation and exception process. Coaches Senior Associates to handle front-line escalations.
• Manages the relationship with firms on mass change of signer requests and owns the related process documentation and communication templates.
• Owns the account approvals and special transactions process.

Process Improvement, Automation, and Systems

• Challenges existing methods to find opportunities to improve process, performance, and client experience. Leads a high volume of improvement projects across Fund Administration and the new account opening lifecycle.
• Authors the routing and quality check logic, UAT scenarios, and SOPs for Fund Administration automation, including the Paperwork Assignment and Quality Check bots.
• Maps cross-functional and Fund Administration processes. Owns Partner Gateway updates and Next Steps documents, and keeps controlled documents and process documentation current for new account opening, account closing grants, and related workflows.
• Works cross functionally with other teams to diagnose issues that trace back to systems issues.

Data, Reporting, and Collaboration

• Establishes metrics aligned with Quality Assurance requirements, tracks performance, and reports results to the Senior Director, Operations on a regular basis. Prepares briefings, business cases, and data analysis for senior leadership on staffing, turnaround times, and automation impact.
• Leads functional and organizational projects as assigned and performs other responsibilities as assigned by leadership.

Skills and Qualifications:

• Bachelor’s degree in finance, operations, or a related field required
• 5 or more years of experience in the financial services industry or a related industry
• 3 or more years of experience leading a team
• Advanced Microsoft Office skills (Word, Excel, and Outlook)
• Strong leadership skills with the ability to foster a sense of team accountability and high performance
• Strong analysis and critical thinking skills with the ability to tell the story with data
• Excellent work ethic and self-motivation
• Ability to work effectively in a fast-paced, results-oriented environment