Client Service Manager
Apex Group Ltd (UK Branch)
Customer Service
Gujarat International Finance Tec-City, Gujarat5, India
The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
Key Responsibilities
1. Client Relationship Management
- Serve as the primary point of contact for all AIF Category II clients based in GIFT City and SEBI-regulated Indian funds.
- Build and maintain strong relationships with fund managers, trustees, and client leadership teams.
- Conduct regular review calls and update clients on:
- Fund accounting
- Investor reporting
- Compliance updates
- Operational timelines
- Address and resolve client queries by coordinating with internal teams (Operations, CRM, Compliance, Technology, etc.).
2. AIF — Category II Expertise
Demonstrate strong working knowledge of:
- AIF Cat II fund structures
- Waterfall mechanisms
- Investor onboarding, KYC and due diligence
- Capital calls, distributions & NAV calculations
- Regulatory reporting as per IFSCA guidelines
Ensure all operational deliverables comply with AIF Cat II regulatory requirements and industry best practices.
3. Operations & Internal Coordination
- Act as the operational liaison between clients and internal departments:
- Fund Accounting
- Registrar & Transfer Agency
- Compliance
- Technology
- Monitor accuracy and timeliness of:
- NAV statements
- MIS reports
- Capital activity
- Investor reporting
- Audit deliverables
- Work closely with CRM to log, track, and close service requests.
- Ensure SOPs are followed and contribute to ongoing process improvements.
4. Governance & Compliance
- Ensure adherence to IFSCA regulations and internal control frameworks.
- Support statutory, internal, and client audits.
- Guide clients on regulatory obligations, timelines, and operational feasibility.
5. Client Onboarding & Transitions
- Lead onboarding of new AIF clients, including:
- Documentation
- KYC
- Workflow configuration
- Operational handover
- Collaborate with the Technology team to ensure:
- System setup
- Intune configuration
- Compliance tools are fully functional for new clients.
6. Performance Monitoring & Reporting
- Track and improve client satisfaction metrics.
- Prepare dashboards for management covering:
- Escalations
- SLA performance
- Operational health checks
- Support continuous improvement initiatives within the GIFT City unit.
Qualifications & Experience
- 8–12 years of experience in Fund Administration, AIF Operations, Client Servicing, or related financial services roles.
- Strong technical understanding of AIF Category II and fund accounting.
- Prior experience with GIFT City regulations / IFSCA framework is highly preferred.
- Excellent communication skills for interaction with CXO-level stakeholders.
- Strong problem-solving ability and experience managing complex workflows.
Skills & Competencies
- Deep knowledge of AIF Cat II structures & regulatory requirements.
- Strong stakeholder management and client communication capabilities.
- Expertise in cross-functional coordination and operational oversight.
- High attention to detail with ability to manage multiple deliverables and deadlines.
- Proficiency in MS Office, CRM systems, and workflow tools.
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.