Responsibilities (how we will measure success)

• Actively contribute to initiatives to improve processes to drive operational excellence.
• Administer a complex and varied portfolio of clients requiring a more senior level of technical ability and provide support to the Senior Manager / Associate Director and more junior staff within the team. Portfolio should have a revenue return in the region of £2m.
• Liaise closely with Team Members, ensuring any business opportunities are identified and followed up.
• Foster both a client service mentality and strong business development culture at all levels within the team by representing personally the cultural values of the business and adapting to change impacts in a productive manner, thereby fostering a positive attitude within the team.
• Manage a Client Administration Team who have overall responsibility for the administration of a Client Portfolio.
• Ensure appropriate allocation of clients within the team and ensure clear cover in place in connection with absences.
• Responsible for the take on of new business for the team and ensuring that new business is processed smoothly and efficiently.
• Assist where appropriate any CSD’s / Fiduciaries with a programme of regular client and advisor visits and attend if required.
• Assist where appropriate any CSD’s / Fiduciaries with fee reviews as appropriate in light of current service delivery and requirements to ensure recovery of work in progress (WIP) and achieving fee collection targets as set out in our Business Plan.
• Responsible for ensuring the team meet their commercial objectives and targets through the effective capital management of the P&L for the Client Portfolio to include revenue targets, billable utilization rates for staff, pro-active management of debtor days and cash collections.
• Provide Senior Manager with support with regard to the regular and on-going reviews of any uncommercial fee arrangements within your Client Portfolio. Escalate these concerns to the relevant CSD in question together with an action plan to remediate to improve the profitability for any such client situations.
• Ensure that risk management processes are embedded in the culture, operations and systems used by all staff, driving and exemplifying adherence to agreed policies, procedures and applicable regulation.
• Ensure staff receive any training required so that they are fully conversant with the Company’s policies and procedures. Actively identify training gaps and address them in a timely manner.
• Attendance at and contribution to statutory, management and any other meetings of the business.
• Responsible for ensuring all business KPI’s for your Client Portfolio are effectively managed, controlled achieved in accordance with our ongoing business requirements.
• Competent interviewer, recruiting talented individuals.
• Act as an effective member of the fiduciary team and manage meetings with other areas of the business together with team actions in respect of financial and operational initiatives and projects 2.
• Responsible for the management of the team and the administration of client entities administered by the team.
• Provide technical support to Client Administration Teams in connection with their client structures and the execution of complex client transactions.

Tasks (what does the role do on a day-to-day basis)

• Act as a role model to implement a culture which supports the Group Values and ensure engagement and commitment to deliver excellent client service, operational effectiveness and efficiencies.
• Actively support and perform in line with the Group initiatives.
• Participate fully and proactively in the promotion of a constructive “client servicing” culture.
• Build and maintain effective relationships across all teams both locally and across the Group, ensuring any business opportunities are identified and followed up.
• Ensure team members receive appropriate training and that individual staff responsibilities are clear. Identify and address development needs and encourage self-development.
• Identify and address development needs of the team and encourage self-development to meet the needs of the business now and in the future, promoting an environment of shared knowledge and learning in order to deliver superior client service. Champion training and self-development of team.
• Responsible for ensuring the career aspirations and development needs of any direct reports is managed by holding effective “Everyday Conversations”.
• Deputise in the absence of your Senior manager when required.
• Pro-actively manage own development, encompassing both technical and leadership requirements to a level appropriate to role that supports the Group Values.
• Continue and maintain relevant technical knowledge, ensuring CPD requirements are met.
• Deliver the highest level of client service in line with our Group Values with the objective of exceeding client expectations.
• Manage the delivery of effective and timely communication with clients and local CSD’s on any relevant issues.
• Participate in budget setting as required.
• Identifying cross-selling opportunities within the existing client base and assist with new business opportunities.
• Develop working effective relationships with clients and intermediaries and internal contacts to maximize client retention and identify opportunities for growth.
• Maintain an awareness of business strategy when considering management decisions.
• Ensure compliance with applicable laws, service standards, company policies and procedures and agreed operational and control processes.
• Using your own judgement to bring to the attention of management any issues which you feel appropriate, in particular ensuring that concerns and identified risks are reported in a timely and effective manner.
• Keep abreast of processes to manage risks inherent within your team’s Client Portfolio, managing changes to the process where necessary and ensuring process is being actively followed by team members. Take action to deal with risks wherever necessary, ensuring referral to senior management on all risk matters.
• Discharge the responsibilities as detailed for management in the Group Risk Management Policy.
• Ensure that staff are aware of and adhere to the Company's policies and procedures, both on a group and local basis.

Required Experience

• CGI or STEP Diploma qualified or relevant professional qualification
• Thorough understanding of the relevant laws relating to ‘Trust Company Business’.
• Thorough understanding of the duties and responsibilities of a Fiduciary business
• Thorough understanding of industry best practice in relation to Trust and Company administration
• Minimum of 7 years relevant industry experience
• Attention to detail and accuracy
• Strong numeracy and analytical skills.
• Ability to understand Trust and company legal documents
• Strong IT knowledge and proficiency with relevant IT applications
• Works collaboratively with peers and colleagues
• High level of self-awareness and demonstrates to others the importance of self-development
• Contributes to the management of the workflow of their team in a commercial, knowledgeable and client focused way
• Resilient and able to work under pressure and within tight deadlines
• Risk aware and demonstrates high levels of integrity, equality and diversity in their approach to work
• Ability to demonstrate effective communication and relationship skills
• Able to motivate and support colleagues through periods of change
• Detailed understanding of the duties and responsibilities of a fiduciary
• Detailed understanding of industry best practice in relation to Trust and Company administration
• Knowledge of other related jurisdictions laws in relation to ‘Trust Company Business
• A competent understanding of taxation and how this affects trust and corporate structures