Vice President, Investor Services

StepStone Group•San Diego, CA

14h•Hybrid

About The Position

We are global private markets specialists delivering tailored investment solutions, advisory services, and impactful, data driven insights to the world’s investors. Leveraging the power of our platform and our peerless intelligence across sectors, strategies, and geographies, we help identify the advantages and the answers our clients need to succeed. Position Overview: Stepstone Group is seeking to hire a Vice President to support the management and operating framework related to the firm’s fund and investor services program. The Vice President is responsible for leading the firm’s Investor Servicing operations, ensuring a white-glove client experience. The successful candidate will have extensive experience working in the private markets industry within a client service-related role. Extreme focus on the client experience and Investor Service processes will enable the right candidate to work at the epicenter of fundraising activity with the goal of improving the client experience overall. As a senior member of the team, the candidate will report to the Director of Investor Services and work closely to develop processes and technology and to implement a new global operating framework. In addition, the person will be responsible for the management of junior team members and associated daily or weekly deliverables. The VP will drive improvement through automation and process optimization via Investor Portal. The VP will oversee the day-to-day core functions as senior escalation management and find ways to optimize the workflow across inbox management, document postings and transfers. The person should be extremely process oriented, entrepreneurial and have experience in data & reporting. Strong attention to detail, critical thinking and with the ability to manage multiple tasks in a fast-paced market sensitive environment is critical to the role. Capturing important client data in a digital format is a major focus for this team. The successful candidate should have experience and knowledge of digital enablement tools, data and analytics, fund reporting and managing the business requirements / environment for Salesforce/ CRM solutions. Team and Function: Investor Services is a dedicated function and serves as an enterprise service within the Business Development team at Stepstone Group; A global team focused on spearheading all core Fund and LP activities across all asset classes. As an active and trusted partner collaborating under a shared risk-based processing model, the position serves as a trusted resource for information and assistance with internal reports, transfers, and document uploads for our clients. This role ensures compliance with internal policies and procedures, maintains vendor relationships, and works cross-functionally to support key business operations. Working in close coordination with Business Development, Legal, Compliance, Accounting, Tax and Technology to proactively manage each workflow maintaining a risk-based approach and commercial success. The team has a major focus on enhancing the client’s experience through a more modern, curated and closely supported process with minimal touch points. There is a strong need for process efficiencies to support scale through AI.

Requirements

7-10 years proven experience working at a private market’s asset management firm in a management capacity leading a team
Experience within the fund onboarding and Investor Services workflow, fund and/or financial operations, or related field
Strong analytical skills with the ability to interpret data and make informed decisions
Meticulous attention to detail; strong organizational skills and the ability to multi-task and manage time in a detail- oriented environment
Investor services, finance, or a related field, with a strong background in vendor management
Extensive experience in Salesforce CRM systems managing a client base and associated records

Responsibilities

Serve as manager for Investor Service-related matters working closely with our Vendor Oversight lead to ensure operational efficiencies across inbox management, document postings, transfers and Portal related strategic initiatives
Ensure timely processing and communication across stakeholders including initial inquiries and ongoing support to limited partners
Build out functional areas and processes to address more complex needs within CRM system, dashboard reporting, roles and responsibilities across third party vendors, Fund Accounting and Tax
Identify and lead the implementation of automated / tech solutions to improve areas of efficiency and reduce risk by eliminating manual touchpoints
Foster a working relationship with DATS and SPAR for areas of automation
Elevate client experience through unified stakeholder engagement across Investor Services, Product, Fund Accounting and Tax ensuring process consistency, collaboration, and proactive escalation management on increased volumes or requests
Engage with senior vendor managers to ensure connectivity, procedural updates and volumes are being managed and unified across teams
Provide management key performance and risk indicators, collaborate with IS, Fund Accounting and DATS to execute strategic vision and operational enhancements for Investor Service functions
Implement new requirements as needed on behalf of client experience and internal operational needs
Develop and deliver operational reporting metrics to understand volume trends, resource assessment, time to market, SLA accountability and quality of work with our vendor
Foster a strong working relationship with direct reports and establish a recurring 1:1 touchpoint to discuss career development, capacity and business areas of focus
Operate as a risk manager, ensuring data integrity, accountability and the proper controls are in place (4-eye check where appropriate) & updated in procedures