We are a rapidly scaling, regulated fund services and technology (fintech) company. Our vision is to be the trusted hub of the private markets, allowing investors to authenticate once across all of their private equity investments. We deliver efficiently, accurately and on time through our web platform which we develop in-house.
We operate as #OneGlobalThread in line with our values: We challenge the norm, we change the way we think and work, by connecting systems and people, while committing to our vision and each other. We are now looking to recruit an experienced Head of Client Success to join our global team.
Responsibilities:
People
Identify and support the productivity and training needs of colleagues and clients within agreed timescales.
Actively encourage a positive culture of continuous improvement through new ideas.
Work collaboratively, approachably and respectfully with your team members and all IDR staff.
Interact with clients, lawyers, investors and administrators effectively and professionally.
Clearly own your functional area in the view of clients and your team members.
Assist with the training of new team members.
Conduct Quality Assessment on work done within the team and provide constructive and developmental feedback on improvements.
Reporting quality check data to the Team Lead.
Act as a point of contact for stakeholders – internal and external clients to support our 'service delivery excellence' vision.
Process
Confidently perform senior reviews of KYC Profiles in collaboration with the MLRO and senior colleagues.
Confidently perform enhanced customer due diligence checks and escalate high-risk profiles and screening matches when required within our processes.
Manage projects to meet client deadlines.
Assist the Operations Leads in ensuring that all activity reflects a defined process and is undertaken within its parameters.
Facilitate and participate in regular team training sessions to enhance the team's knowledge and skills, with a focus on improving problem-solving capabilities and regulatory understanding.
Help maintain clear and up-to-date documentation of Investor Services processes and best practices, ensuring the team has access to accurate resources.
Identify trends in queries or issues raised by clients and provide insights to the management team to proactively address recurring issues or training needs.
Engage with other departments to ensure smooth handoffs of information, maintaining strong inter-departmental relationships to resolve cross-functional issues.
Lead by example by handling high-profile or complex helpdesk issues and providing guidance to team members on how to manage challenging interactions with clients.
System
Maximize the use of technology in all processes in order to control risk and improve efficiency.
Navigate efficiently around TIDR in support of your duties.
Suggest technology improvements in pursuit of efficiency.
Management
Deputise for the Team Lead in their absence.
Support the measurement and reporting of performance using well-considered indicators.
Promote and contribute to a positive working environment.
Control daily work allocation using the task management system.
Key Result Areas:
Efficient processing of KYC senior reviews.
Understand the importance of teamwork and aid those around you.
Competent and knowledgeable team who meet or exceed clear metrics.
Continuously improving systems and processes that are understood by all staff.
Target Vocational Qualifications:
Practical Client Due Diligence - Advanced Certificate - ICA.
Leadership & Management - ILM Level 5 Award - ICS.
About you:
Proactive, organised, working efficiently and accurately within defined processes.
Proactively suggest process & system improvements in order to maximize efficiency.
Take initiative, solution-oriented thinker who is approachable to all staff.
Excellent communicator, self-starting & capable of working with light supervision.
Competent & knowledgeable team member who understands both system and process.
Maintain strong relationships with management, ensuring discretion is adhered to at all times.
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