Hiroka Shimada
Luxembourg
Summary
Seasoned in fund administration and client relationship management, notably at Mizuho Trust & Banking, I excel in process optimization and investment operations. Leveraging advanced Excel skills and a proactive approach, I boosted client satisfaction to 95% at Citibank N.A. My expertise ensures compliance, enhances operational efficiency, and strengthens institutional client servicing.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Fund Administrator & Client Relationship Manager
Mizuho Trust & Banking
Luxembourg
11.2023 - Current
- Manage institutional client relationships, providing support on fund servicing, reporting, and investment operations
- Oversee fund administration tasks, including NAV calculations, capital calls, trade settlements, and investor reporting
- Ensure compliance with KYC/AML regulations, supporting investor onboarding and due diligence processes
- Act as a liaison between investment managers, custodians, and internal teams, ensuring smooth transaction execution
- Identify process inefficiencies and propose solutions to improve fund reconciliation and reporting
Client Service Officer
Citibank N.A
Tokyo
04.2020 - 10.2023
- Handled institutional client inquiries related to payments, FX transactions, and investment servicing, ensuring quick and effective resolution.
- Coordinated across Sales, Operations, and Compliance teams, streamlining client service operations.
- Key Achievements:
- Designed a new training system while leading the training and mentorship of five new graduate hires, delivering high-impact online and in-person sessions to enhance their proficiency.
- Increased client satisfaction from 89% to 95% by implementing a proactive engagement model.
- Developed and launched the Voice of Client project, analyzing survey data to improve customer experience, and increasing response rates from 7% to 16%.
- Spearheaded the creation of a client knowledge webpage to enhance self-service banking.
Equity Sales Intern
SMBC Nikko Securities
Tokyo
07.2019 - 09.2019
- Assisted in market research and portfolio analysis for institutional clients
- Provided financial data insights to support investment decision-making
- Gained exposure to trading operations and institutional client interactions
Education
Bachelor's - Economics
Keio University
03.2020
Exchange Programme -
University of California
Santa Barbara03-2018
Skills
- Fund Administration
- KYC
- Client Relationship Management
- Institutional client servicing
- Account monitoring
- Process Optimization
- Business Support
- Problem-solving aptitude
- Analytical mindset
- VLOOKUP
- INDEX/MATCH
- Client retention strategies
Certification
- TOEFL iBT 115
- TOEIC 990
- French (Futsuken 2)
- Shoken Gaimuin Class 1 (Securities Sales Representative License)
Languages
- English, Native
- Japanese, Native
- French, B2
Projects
Voice of Client Initiative, Designed and implemented a project to assess customer satisfaction, analyzing survey data and driving improvements, increasing client engagement. Client Knowledge Centre, Created a web portal where clients could download essential bank information, guidance, and forms. Conducted market research to tailor content to client needs. Process Optimization for Client Service Teams, Developed new internal workflows to reduce the operational burden on client service teams while maintaining service quality.
Leadership Extracurricular Activities
Sponsorship & Strategic Planning Lead, Keio University Dance Club, Secured corporate sponsorships, raising ¥5 million (€35,000) for events., Managed budgeting, financial planning, and resource allocation for club operations.
Skills Expertise
- Fund Administration & Investment Operations (NAV calculations, capital calls, investor reporting)
- Client Relationship Management (Institutional client servicing, stakeholder coordination)
- Regulatory Compliance & KYC/AML (Investor due diligence, account monitoring, compliance oversight)
- Financial Data Analysis & Market Research (Portfolio monitoring, investment trend analysis, asset allocation)
- Process Optimization & Business Support (Workflow improvements, operational efficiency, strategic planning)
Timeline
Fund Administrator & Client Relationship Manager
Mizuho Trust & Banking
11.2023 - Current
Client Service Officer
Citibank N.A
04.2020 - 10.2023
Equity Sales Intern
SMBC Nikko Securities
07.2019 - 09.2019
Bachelor's - Economics
Keio University
Exchange Programme -
University of California
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