Client Service Manager

JOHN MARTIN HIRD

484-***-**** *****@*******.***

**** * ********* ** *******, PA 19003

First Rate, Inc. Arlington, Texas

Client Service Manager – Wealth and Institutional Market ($10B+ AUM) 2023 – Present

•Project management and client service to support or enhance various aspects of the investment performance software application. Extracts, APIs, ETL, etc.

•Primary contact for largest managed hosting wealth client relationships and responsible for critical production processes, contractual SLAs, addressing issues

•Act as liaison between clients, managed hosting, network and environment teams and different development groups to lead the delivery work from SOWs, Change Requests and perform upgrades and maintenance in an Agile development environment

•Collaborate on all levels to service client requests and troubleshoot issues of high priority and difficulty

•Enhance existing relationships by sharing best practices, feedback among clients, training, and process and procedure improvements

•Communicate strategic initiatives and future roadmaps and plan for aligning client and company interests

•Advise on technical client investment performance needs and recommend data processing, development and automation opportunities and other business services (DAAS, Managed hosting, custom projects), if applicable

SEI Investments Company (NASDAQ: SEIC) Oaks, Pennsylvania

Service Supervisor – Investment Performance - SEI Private Banking 2022 – 2023 (1 yr)

•Manage team of five analysts to review, analyze, measure and report investment performance data

•Responsible for complete delivery of performance application support for 15 client firms representing over 130,000 accounts from implementation through life of contracts

•Develop relationships across firm and client base to lead and participate in special projects while acting as representative of our team and/or firm

•Main activities are long term projects, servicing client requests, daily reconciliation between performance software and portfolio management/accounting systems, review of returns and transaction/holdings information

•Supervise, advise and delegate to junior colleagues to train and guide internal and external counterparts through performance needs and tasks of varying difficulty

Investment Performance Analyst - SEI Private Banking 2018 – 2022 (4 yrs)

•Improve reporting capabilities for end users

•Extensive use of SQL across servers and databases to build reports, troubleshoot issues and provide insights

•Performance measurement and reporting for over 15,000 private banking accounts

•Lead technical discussions, training sessions and responses to inquiries regarding performance attribution, account maintenance and investment performance at all levels

•Statistical data aggregation and analysis of all asset, sector, category and total level returns

RFP Writer - SEI Institutional Group 2015 – 2018 (3 yrs)

•Build, coordinate and respond to global RFPs, RFIs, DDQs and other ad hoc projects and regularly update and maintain global content database (PMAPS)

•Work closely with subject matter experts to customize IPS recommendations, asset allocation advice, strategy and client performance information, marketing materials and thought leadership pieces to create compelling proposals

Macquarie Group (ASX: MQG) Philadelphia, Pennsylvania

RFP Specialist - Macquarie Investment Management – formerly Delaware Investments 2012 – 2015 (3 yrs)

•RFPs, RFIs, DDQs, quarterly updates, and special ad hoc requests for prospective institutional and retail clients across a variety of fixed income and equity strategies and vehicles.

Ursinus College, Collegeville, PA

Bachelor of Arts, Business and Economics 2012

CFA Level II Candidate

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