Associate Director (Private Client)

Purpose of the Job

The Client Services function provides corporate, alternative investment, and private client services to a broad range of client bases.

The Client Service Unit Head is responsible and accountable for a portfolio of client entities from a financial, operational and risk management and compliance perspective. He/ she manages directly a number of Client Service Managers and indirectly the Client Service Teams.  The three main areas of focus on the Client Service Unit Head will be i) directorship on the boards of client entities ii) financial management of the unit including revenue, costs and cashflow and iii) management of key objectives and result areas and meeting key performance indicators pertaining to client services, risk management and compliance process  effectiveness, efficiency and control and staff engagement in the unit.

Main Responsibilities

Maximising Financial Performance

• Ensure that revenue objectives are achieved on a monthly basis as per the defined target set for each client in the portfolio;
• Ensure that profitability margins are achieved on a monthly basis as per the defined target set for each client in the portfolio;
•  Ensure that cash are collected within the defined deadline and that the process for debt management is strictly followed;
• Ensure that the margins and ratios set for the unit are achieve as per the defined targets;
•  Ensure growth in revenue for the unit through upselling and cross selling of additional products and services; and
•  Ensure that revenue targets for each client are well defined including the revenue potential from out of scope work. 

Ensuring world class client service delivery

• Work closely with other service lines in the organisation in order to provide a seamless and integrated set of services to the clients in the unit;
• Impart a culture of excellence in terms of client services to team members and ensure that customer satisfaction and experience are maintained at the forefront in the client service delivery model;
• Take responsibility for situations where team members or management may require assistance in relation to client relationships and attend meetings with clients and other professional advisers wherever required;
• Ensure that client services are delivered strictly within the set deadlines and as per defined quality standards;
• Acts as the lead director/chairperson on client boards and ensure that the client sees the value of the director in and outside of board meetings;
• Act as bank signatory on the bank accounts of client entities;
• Act as Company Secretary and Authorised Signatory; and
• Provide prompt and effective solutions on, corporate, alternative investment and / or fiduciary matters whenever requested by clients.

Enhancing Operational Excellence

• Ensure that all processes are effectively and efficiently followed;
• Ensure that systems are kept updated at all times;
• Participate in and contribute to management meetings and ensure that actions are implemented within the set deadlines;
• Ensure that team members manages their time as per their chargeability targets;
• Ensure that risk management and compliance guidelines are fully adhered to including full adherence to KYC/CDD requirements for client entities; and
• Ensure that team members follow the time management principles set in defined job cards for each client. 

Growing the Business

•  Ensure that new clients are brought into the unit in a smooth and seamless manner and ensure that team members provide are fully engaged in the client take-on process;
• Pro-actively identify cross-selling and up-selling opportunities and come up with value propositions proposals to the existing client base in the unit;
• Participate in conferences and though leadership articles with a view to promote the Ocorian brand;
•  Act as a subject matter expert in corporate or alternative investment or fiduciary services with a view to assist and support the business development and sales team when dealing with potential clients; and
• Proactively engage with clients to understand their business objectives and expansion strategies with a view to propose new structures and services.

People and Culture 

• Act as a coach to the Client Service Unit Managers and other team members;
• Carry out performance appraisals and ensure that feedback on the performance of direct reports and team members are effectively communicated;
• Participate in the recruitment process for team members in the Unit;
• Manage all HR matters in the team with the collaboration and support of the HR department; and
• Be a leader of people, ensuring that staff in the unit are engaged, motivated and act according to the values of the company.