Member Services Manager

BAFT is the leading global forum for bringing the financial community, its solution providers and stakeholders together to collaborate on defining best market practices that facilitate efficient delivery of trade and cash management products and service offerings for their clients. 

• This position is responsible for supporting the growth and execution of membership and sponsorship, driving member engagement, and fulfillment of member services. He/She will be measured by the success of membership engagement, member satisfaction, sponsorship execution and satisfaction, and membership retention.
• The incumbent will be guided principally by the Sr. Director of Business Development but will also closely coordinate internally with the team delivering programs, events and training, and externally with councils and members. This person will be a primary point of contact for incoming member inquiries, diagnosing problems and solving to resolution, escalating when needed, and communicating with members and stakeholders at various levels of organizations.
• The incumbent will ensure proper execution and delivery of sponsorship agreements and fulfillment of sponsorship benefits. The incumbent will be responsible for new member onboarding, measuring member engagement, and proactively increasing engagement of under-engaged members. The incumbent will be responsible for direct outreach and engagement via both in-person and virtual meetings.  Where appropriate, the incumbent will participate in member engagement meetings with existing members to either drive additional cross-sales, and/or ensure relationships are maximized.

• →Strong communication and relationship building skills
• →Strong presentation skills – written and oral
• →Strong organizational skills; sees problems through to resolution
• →Ability to multi-task and manage multiple priorities
• →Good listening skills and ability to develop creative solutions
• →Works well independently; self-starter; outcome oriented

• The incumbent will operate largely independently and will exercise judgment in resolving member requests, or escalating to proper personnel
• The position will analyze outcomes and make recommendations on course of action to drive membership results
• The position will oversee the execution of sponsorship fulfillment involving outside providers
• The position will oversee the BPO provider in support of member billing, collections and onboarding requirements