The Senior Manager - Service Operations will perform various advisory, administrative, servicing, coordinating, support and relationship management activities to assist with the take-on, administration and on-going servicing of corporate companies, trusts and corporate client affairs.
Outline of main duties and responsibilities
The Senior Manager - Service Operations forms an integral part of the Corporate Clients team, bringing together the skills, systems, processes and procedures relating to Corporate Client service delivery.
The Senior Manager - Service Operations is a client champion. This role is extremely varied and the Senior Manager will be expected to manage a variety of tasks and enquiries, which may include acting as a director for client entities, extracting information on client accounts, communicating the details about a particular product/service offering and the proactive resolution and/or the prevention of a service problems. The role is to ensure that all interaction with the client is handled in a timely, professional manner, with comprehensive and quality responses that continually exceed the client's expectations. Critical to the role is the ongoing and appropriate engagement with the client decision-makers to ensure that clients feel heard and the company is percieved by clients to be proactive, interested, responsive and solutions orientatied. Every contact with a client should be seen as an opportunity to meet our business goal of acquiring new and retaining existing assets.
The Senior Manager Manager will be expected to:
- Take full personal ownership, responsibility and accountability for the level of client service provided by the Corporate Client client service teams. This includes serving as the first point of escalation for the resolution of all client service issues emanating from the Corporate Client service teams;
- To ensure that workflow in the client service teams is conducted according to established processes and procedures, working according to set quality standards and keeping to agreed turn-around times, on a daily basis, which will include but will not be limited to:
- Maintenance of Company records in accordance with legislative, internal compliance and other statutory requirements (including Know Your Client and periodic Client Risk Rating necessities),
- Ensuring appropriate governance and control measures are in place,
- Acting as representative Director on client entities,
- Regular liaison with third parties including accountants/tax consultants/auditors and CIPC,
- Overseeing the invoicing of and cash collection efforts, and actively leading cash collection efforts and initiatives,
- Maintaining satisfactory recovery of any outstanding debt by fostering a healthy relationship with the client,
- Ensuring that clients consistently receive the level of service as agreed in the Service Level Agreements,
- Regular meetings with clients, and
- Informing clients of regulatory changes and updates;
- Support business development efforts, through close engagement with the Business Development team in Mauritius and by making his jurisdictional knowledge available and accessible to be effectively leveraged in business development and client solution efforts;
- Play the primary role for the identification, development and delivery of training material relevant to the staff of the company to ensure that knowledge sharing and transfer take place and that all staff have an adequate minimum level of jurisdictional competency;
- Play a lead role in representing the company on industry and government forums and initiatives. The key outputs would be ensuring that the management of the company and client services operations are advised of any industry/government initiatives that might have an impact on the company operation and the suite of client services offered, and that the company's brand is well represented and seen to be playing a collaborative role in the continued development of the industry in Mauritius;
- Identify and report on suggested possible process and/or system changes/enhancements to ensure congruent service delivery going forward;
- Provide quality input on opportunities and potential threats/risk to the Corporate Clients business unit, and possible mitigation thereof;
- Meet personal and team key performance targets;
- Develop and maintain a referral network;
- Develop, implement and update group wide processes and procedures with colleagues in other jurisdictions;
- Provide leadership and guidance to the Client Service Managers, team leaders and staff in both the Fiduciary and Corporate Services operations teams and motivate and encourage staff, including conflict management, performance management and staff development;
- Assist with or champion internal projects within the company as they arise;
- Provide team support to all areas within the greater Corporate Clients team and the wider group business;
- Act as a “designated officer” and “A” signatory in the Mauritius office on behalf of the group;
- Play a leadership role in Mauritius towards a “One Firm” mentality and be a highly visible embodiment of the company values.
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