Client Lifecycle Manager

Client Lifecycle Manager

Posted at h in Current Positions by

Location : GSY

We have an exciting opportunity for you to join our team as a Client Lifecycle Manager. This full-time and permanent position is based in the Channel Islands and offers the opportunity to support the client lifecycle management processes consisting of the following main functions:

 

  • new business onboarding, acting as a subject matter expert (SME) on complex high risk/PEP cases.
  • file review execution, to provide oversight of Global Services Centre (GSC) activities as well as providing feedback and decisions on complex reviews.
  • annual and trigger event reliance framework review, to act as point of contact and manage the completion of the reliance testing; and
  • bank account opening, to interact with the Banking panel in order a smooth straight through process of opening accounts at onboarding and trigger events.

Key Responsibilities     

                                 

Day to Day Activities

Client Onboarding:

  • Provide SME advice and decisions on complex and high/PEP new business cases.
  • Assist with VBC presentation of complex and high/PEP new business cases.
  • Maintain new business tracker log by updating VForce Guernsey pipeline and forecast report.

File Review:

  • Provide SME advice and decisions on complex and high/PEP client reviews.
  • Support the GSC team with guidance and decisions oversight on client reviews as and when requested.
  • Assist with client reviews that require VBC presentation.
  • Update and maintain the progress of and status of file reviews to the point of final sign off on the TEAMS File Review tracker log.

 

Activity Management

Client Onboarding:

  • Prioritise team workload to ensure new business onboarding is completed smoothly and timely delivery of handover to Service Delivery teams.
  • Support the team with completing new business onboarding when required.
  • Liaise with the New Business Manager and Head of New Business as and when required in respect to client take on and acceptance support.
  • Support team with the day-to-day administration involved in taking on new business and assisting with all matters of the end-to-end process.
    • Oversee and support teams (Guernsey and GSC) with escalation issues to ensure timely resolution to prevent blocking points on progression of client acceptance and onboarding.
    • Provide oversight of GSC new business activities with regular meetings and review of activity reports.
    • Undertake quarterly quality control checks of new business cases completed by Guernsey and GSC teams.
    • Monitoring and timely escalation of issues to the Guernsey Head of Operations.
    • Assist the business in monitoring data quality through reviews of reports and assist in rectifying issues identified.

     

    File Review:

    • Manage and oversee the annual and trigger event reliance review testing, as the point of contact for Banks and other 3rd parties placing reliance on the Company.
    • Priorities team workload to ensure file reviews are completed in a smoothly and timely delivery of reviews to Service Delivery teams.
    • Support team with the day-to-day administration involved in execution of client file reviews assisting with all matters of the end-to-end process.
    • Oversee and support teams (Guernsey and GSC) with escalation issues to ensure timely resolution to prevent blocking points on progression of client acceptance and onboarding.
    • Provide oversight of GSC client file review activities with regular meetings and review of activity reports.
    • Undertake quarterly quality control checks of client file reviews completed by Guernsey and GSC teams.
    • Monitoring and timely escalation of issues to the Guernsey Head of Operations.
    • Assist the business in monitoring data quality through reviews of reports and assist in rectifying issues identified.

     

    HR Management

    • Proactively managing own self-development and continuous professional development (CPD), ensuring professional knowledge is up to date.
    • Line management of Guernsey Client Lifecycle team members.
    • Develop team capabilities to provide growth opportunities.
    • Manage and monitor team’s CPD requirements are maintained and met by the end of the year deadline.
    • Actively manage team members’ performance, ensuring where performance support is required these are undertaken and managed effectively.
    • Manage team members absence.

    Other

    • Maintain accurate and up to date records, ensuring records are filed and stored in line with internal standards and procedures.
    • Actively identify opportunities to change and improve operational excellence for the Group.
    • Contribute to projects initiatives, system changes or process enhancements that impact the Operations Function.

    Compliance

    • Comply with all Group policies and procedures relevant to role.
    • Comply with Anti-Money Laundering/Countering the Financing of Terrorism (AML/CFT) and Know Your Client (KYC) due diligence standards, laws, and regulations for a wide range of clients with different legal structures and across multiple jurisdictions.
    • Report suspicious transactions to the Money Laundering Reporting Officer (MLRO) or equivalent duly designated person.
  • Relevant Experience & Skills                                     Experience
    • Business knowledge – Excellent understanding of Trust, Corporate and Fund Administration.
    • Compliance knowledge – Excellent understanding of AML/TF risks and sound knowledge of governance, compliance, and risk.

    Skills

    • People Management – ability to effectively manage performance to motivate and create an accountable, fair, open and risk aware culture and development of individuals to feel valued and connected to business strategy.
    • Technical skills – intermediate level computer skills (e.g., Microsoft Office) and sound knowledge and use of enterprise systems (e.g., customer relationship management (CRM) – Viewpoint).
    • Analytical skills – ability to deconstruct information to draw conclusions, demonstrating sound logical reasoning, critical thinking, communication, research, data analysis and creativity.
    • Time Management – ability to effectively organise, prioritise, and plan to efficiently execute workload.
    • Communication – strong active listening and clear expression of self, for effective communication and engagement of stakeholders, team members and colleagues.
    • Self-driven – to hold both self and team members accountable for performance and results, emphasizes personal responsibility in monitoring progress.

    Professional Qualifications                                        

    • Ideally 5 years’ relevant experience working in Private Wealth and Funds, with at least 3 years at Senior Officer or Assistant Manager level.

    Education                                           

    • Relevant professional qualification
    • Ideally educated to A level or equivalent.

    Company Benefits

    • Discretionary bonus
    • Annual leave 189 hours (based on a 35-hour week)
    • Private Medical Insurance upon the successful completion of probation
    • Pension Option 1: 5% employer contribution, 0% employee. Option 2: 7% employer, 2% employee
    • Death in service and income protection (private health insurance)
    • Up to £200 wellbeing subscription
    • 1 professional subscription per year
    • Flu inoculations offered once a year in Autumn