Client Services Manager

Job Type: Executive, Permanent

Location: Isle of Man

Summary of Position

To administer a small portfolio of complex client entities to a high professional standard and to be responsible for the day to day operations of the Fiduciary Services Department with a view to overseeing client management and service levels.  Acting as a departmental technical resource and providing guidance to ensure clients receive a superior service.

Key duties and responsibilities:

• Administration of a selective portfolio of complex client companies and trusts and ensure that all client queries are dealt with in a courteous, timely and professional manner.

• Oversee output from administration teams from a quality control and technical accuracy perspective to ensure that all client work is efficiently handled with a high degree of client care and attention.  Promote and develop a culture of high quality client care within the department.

• Organise and monitor workflow to ensure a balanced workload between teams and be aware of all ongoing and outstanding work within the department.  Ensure that work is allocated appropriately, prioritised correctly and deadlines/response times are met. 

• Encourage the building of sustainable relationships and fostering trust with clients through more open and proactive communication in order to identify and understand client needs.  Working with the administration teams to upsell and cross-sell services by considering how the value-added will help meet those client needs.

• Maintain awareness of services offered by the company, policies and procedures, due diligence requirements and anti-money laundering provisions, etc. and be technically competent to advise clients and provide guidance to staff members with a view to providing a more streamlined service to clients.

• Overall responsibility for monitoring billing and time charges, recovery of fees and keeping to budget to ensure that the administration teams are operating at maximum efficiency and effectiveness.

• Ensure the Client Portfolio Managers report regularly on File Review progress for their teams and that reviews are carried out to an appropriate standard.

• Periodic testing of client entity files and processes to assess application of policies and procedures.  Identifying deficiencies, recommending remedial action and ensuring this is followed through to conclusion.

• Oversee the investigation and handling of client complaints to ensure they are dealt with in accordance with policy and specifically address any under-performance of staff which results in poor client service levels.

• Identify and implement methods to improve customer retention with a visible reduction in attrition rates. 

• Work closely with the Business Development team to ensure the proper onboarding of new clients or for existing clients with complex and bespoke structuring requirements.  To manage client expectations from outset of relationship.

• Liaison between the Business Development function, Compliance Department, Client Portfolio Manager and Client Accounting Manager as appropriate to ensure the smooth transition of any new business.

• Obtain “key staff” status with the Financial Services Authority and to act as director on client companies.  To act as signatory on in-house companies and operate client company bank accounts as an ‘A’ signatory in accordance with company policy.

• Provide cover to Client Portfolio Managers and other senior staff on complex client cases as and when necessary in times of absence.

• Undertake annual performance reviews of Client Portfolio Managers with appropriate follow up and monitoring progress of agreed objectives, providing feedback, etc as necessary.  Agree competencies and behaviours required to achieve objectives.

• Attend relevant industry events or conferences to promote the company and its services as required.

Key skills and attributes:

• Must be ICSA or STEP qualified.
• Proven technical skills and knowledge of the industry with a keen interest in keeping up to date with legislative changes.
• Excellent written, verbal and interpersonal skills.
• Enthusiastic, pragmatic and mature approach to work.
• Positive attitude, reliable, flexible and highly motivated.
• Strong coordination and organisational skills.
• Ability to meet or exceed agreed objectives and targets.

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