Head of Client Operations 

Grade: Director

Reporting to: Executive Director

This is a unique and sought after opportunity to work for an independent and privately owned Family Office Services provider, based in Jersey and supporting clients all over the

world. They offer a progressive, flexible, and service-focused offering. After a decade of growth, building a strong team, and earning a number of industry awards, our client is now

adding to their Operations team, and is looking for a person who would thrive in an environment where their voice, and their contribution will be invited, heard, and appreciated.

The Role

This role will lead the Client Operations function for Family Office Services, taking responsibility for the first-class service delivery in onboarding, data management, data protection, regulatory reporting, screening, reviews and risk management to their clients and their administration teams. You will work closely with the Board to recommend, develop and deliver operational efficiencies and business improvements and will ensure that operational projects are identified and delivered efficiently, on time and in accordance with all relevant regulatory and legal requirements.

As a leader in the business you will be a role model by leading, supporting and developing your team, inspiring high performance and continuous improvement in all areas of client operations.

Key Result Areas

• Responsible for the operational and financial performance of client operations.

• Develop and uphold a positive, strong, commercial and compliant culture within the function.

• Provide excellent levels of service to both internal client handling teams and in turn external clients.

• As Data Protection Officer (DPO) ensure that the Family Office Services meets its obligations under the European Union General Data Protection Regulation (GDPR.)

• Contribute to the overall strategy, structure and success of the client operations function.

• Take responsibility for all areas of people management and leadership in your team.

• Act as the highest authority on specific technical operational matters.

Key Responsibilities

Operational Excellence

• Demonstrate, develop and be recognised for technical excellence across client operations.

• Consult appropriate colleagues when undertaking work outside own area of expertise to ensure compliance and minimise risk.

• Demonstrate sound judgment and a proportionate attitude to risk when dealing with requests from new and existing clients.

• Maintain a knowledge of the external business environment and relevant industry specific trends in order to provide sound and practical support to internal and external clients.

• Deep knowledge of corporate governance requirements, internal compliance, anti-money laundering and other relevant policies and procedures.

• Share and communicate technical knowledge to others within Family Office Services, and in particular your immediate team.

• Attend, constructively contribute and chair internal committees/meetings as required from time to time, ensuring the timely and accurate reporting of key information where relevant and where appropriate

• Maintain a sound working knowledge of the use and impact of information technology and systems that are relevant to the business of Family Office Services and to its clients, and to contribute to projects in relation to the introduction and development of IT systems to drive Family Office Services forward

• Demonstrate business acumen in relation to financial management ensuring the team always use their time commercially and appropriately.

• Oversight and accountability for the successful delivery of operational projects as may be required from time to time.

• Coordinate and report to the board in respect of the status of periodic reviews, outstanding action points arising from periodic reviews

Leadership

• Oversight of key areas within client operations including periodic reviews, AML reviews, onboarding, data control, banking.

• As DPO, develop and monitor policies and standards applicable to the business and in compliance with the GDPR.

• Generate innovative ideas to drive business improvements and service delivery, that are strategically sound, commercial, and compliant with all relevant regulation and legislation.

• Develop commitment from your team and the wider business by driving high performance, providing timely and constructive feedback and leading by example.

Requirements Qualifications

• Recognised Professional Qualification – e.g. Accountancy, Legal, Chartered Secretary, TEP, Banking, Securities or other relevant Table 4 qualification.

Knowledge and Experience

• 10 years’ relevant finance industry experience with a minimum of 8 years’ working at senior level within an offshore financial services organisation.

• Comprehensive and detailed understanding of trust and company law and current industry legislation, regulation and working practices.

• Strong knowledge of EU data privacy and data protection regulation.

• A detailed understanding of Compliance and Risk Management.

If you would like more information on this role, please do get in touch!