The Role

The role will involve managing a fast-paced multi-functional team. The goal of the department is to deliver excellent customer service to both IFA’s and clients, within an agreed administration model. The team handles front end communications as well as elements of client account management who encourage a first point resolution to queries. The Client Services focus is on swift escalation, data integrity and resolution of queries while taking a proactive approach to Client relationship management and policy administration while ensuring we maintain and develop our key relationships to support the group strategy.

Key Responsibilities

Performance Management

•  Create an inspiring team environment with an open communication culture and promote a “one team” ethos across Client Services
• Set clear team goals and tasks with appropriate deadlines to support overall strategy
• Oversee the day-to-day BAU operations of the team and provide guidance, support, and mentorship when required
• Training and Development: Identify training needs within the team and develop appropriate training programs to enhance team members’ knowledge and skills in AML compliance and onboarding procedures
• Monitor team performance and report on metrics to carry out effective performance
  management
• Develop the team in all areas of excellent customer service

Strategy and Operations

• AML Compliance: Utilise your expertise in AML regulations to develop and implement robust procedures that align with industry standards and best practices. Ensure compliance with all applicable laws, regulations, and internal policies
• Risk Assessment: Conduct comprehensive risk assessments on prospective clients to identify potential money laundering, fraud, and other illicit activities
• Analyse customer information, transaction patterns, and other relevant data to make informed decisions
• Due Diligence: Oversee the due diligence process for new clients, including KYC (Know Your Customer) procedures, enhanced due diligence, and ongoing monitoring. Ensure accuracy and completeness of client information and documentation
• Collaboration: Liaise with cross-functional teams, including Compliance, Legal, and Operations, to address any compliance-related issues and streamline onboarding processes. Foster a collaborative environment to promote knowledge sharing and continuous improvement
• Carry out and follow through client and IFA requests to a conclusion Timely
• SLA delivery and data Integrity
• Ongoing contribution to the local risk owner structure
• Be part of an innovative culture to problem solving

FULL ROLE PROFILE