Joseph Masino

• Manage the day-to-day interactions as the Client Service owner of Pennington’s Operating Partner Families and LPs
• Provide exceptional client service across, but not limited to, client onboarding, new account processing, portfolio/performance reviews, money movement requests, account maintenance and any other client ad hoc requests
• Work with the Director of Operations to define and implement both KPIs for the Client Service function as well as collect and measure feedback from our clients that will inform our engagement model
• Work directly with the Market Leadership Team in their market to design and implement Client Service processes that will drive high levels of engagement
• Have input into both the client experience road map and performance reporting processes that add value to our Operating Partner Families & LPs.
• Work alongside and with the Investment and Portfolio Management teams, promoting and managing client expectations that drive long term business results through retention.
• Work cross functionally with colleagues from Finance, Operations and Compliance to ensure we are executing the billing process seamlessly
• Prepare client subscription and redemption documents related to alternative investments
• Interact with the different custodial platforms (Schwab, Fidelity & Pershing) to execute client service requests and orders

· Provided strategic guidance to clients across multiple industries, driving business transformation, operational improvements, & enhanced profitability

· Collaborated with clients to establish clear Objectives and Key Results (OKRs), enabling measurable outcomes and ensuring alignment with organizational priorities

· Conducted in-depth market & competitor analysis to inform client decisions on growth strategies, market-entry, & competitive positioning

· Designed and executed organizational strategies to optimize structures, processes, and people, enhancing overall effectiveness and driving sustained success.

· Facilitated workshops & stakeholder interviews to gather insights, align goals, & develop a clear roadmap for organizational change initiatives

· Analyzed client operations & identified inefficiencies, proposing & implementing streamlined processes that enhanced productivity

· Designed and executed rapid response strategies to address unforeseen challenges, enabling organizations to adapt quickly and continue meeting their missions under pressure

· Developed and implemented KPI’s & balanced scorecards, enabling clients to track progress, measure performance, & adjust strategies as needed

• Served as trusted advisor to UHNW Private Bank clients who often seek strategic advice regarding financial matters
• Executed daily client operational tasks including account opening documents, check requests, journals, wires, and other custodial responsibilities
• Proactively addressed specific client needs and serviced relationships through account on-boarding, portfolio reviews, performance reporting, and overall maintenance
• Worked with team members across the firm to provide quantitative and qualitative analysis, conduct market research, and assist in strategic planning to help clients meet their investment objectives
• Supported the investment team in oversight and implementation of client portfolios, including portfolio deployment, single stock risk management, ongoing rebalances, investment oversight, and overall financial planning and risk management
• Researched client inquiries and managed follow up communication and materials