Client Service Director
Full-time Region: MEA Jurisdiction: Dubai
Company Description
Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.
With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian.
Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.
Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients.
Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.
What’s In It For You
Competitive salary This role is
Dubai based but we are
hybrid with 2 days in office after probation Flexible working hours Private Pension Plan fully paid by the company after probation Private medical insurance with Catastrophe cover fully paid by the company Employee recognition program and spot bonuses
Job Description
Purpose of the job
The Client Services Director will be managing the operations team of the UAE office and will be reporting to the Head of Country. This role will entail being responsible for the performance of the operations team as well as the onboarding team with a view to Maximising Financial Performance and Ensuring world class client service delivery. The individual will also be part of the Directorship services business (for Corporate and Private Clients) and be accountable for acting as a Fiduciary Director on client boards, relationship management, service standards and operational client oversight.
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 Head of Business unit(HBUs) portfolios; Ensure that profitability margins are achieved on a monthly basis as per the defined target set for each client in the HBUs portfolio; Ensure that fees 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 HBUs are achieved as per the defined targets; Ensure growth in revenue for the overall portfolio through upselling and cross selling of additional products and services;
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; 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 within the set deadlines and as per defined quality standards; Director, fiduciary responsibility for the management of a complex / high value portfolio of trusts, foundations and companies Participate in board/council meetings for companies/foundations on which you act as a director/council member and carry out your responsibilities as a director/council member in accordance with the policies and procedures of Ocorian Maintain excellent client relationships and ensure that the contracted services are delivered in accordance with both our service level agreements and in accordance with our Risk and Compliance responsibilities. Assume authorised signatory responsibility for Ocorian and as such assist with authorisation of payments, transfers, deposits, and foreign currency trades as well as execution of documentation on behalf of the client, wherever necessary.
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 all team members manage 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 all 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 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; 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 Head of Business Units 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 and escalate to the Head of Country as and when required; Be a leader of people, ensuring that staff in the unit are engaged, motivated and act according to the values of the company. Uphold Ocorian’ s core values by promoting a culture of professionalism, teamwork and leadership. Play an integral role in the UAE business, with a particular emphasis on coaching, support, colleague relations and overseeing all aspects of administration and reporting. Any other such duties that might be required for your role.
Qualifications
Qualifications/Knowledge, Skills & Experience Bachelor or university degree in Business, Law, Finance or equivalent. Ideally has STEP/ CGI Certification or equivalent qualifications. 10+ years of experience in the financial services industry with operational and management experience in a Corporate/ Trust company management/administration environment for at least 5+ years. Experience sitting on boards/council meetings of international companies/foundations/trusts - with a detailed understanding of Directorship services, council membership, corporate governance and the associated responsibilities. Strong transaction management, document review and negotiation and onboarding skills Knowledge of relevant legislation and regulations as far as it pertains to our industry. Experience and understanding of the Trust laws, Foundation laws, companies law and a general understanding of UAE Corporate tax. Broad knowledge and experience working with a multi-disciplinary and multi-jurisdictional financial services firm. Ability to work under pressure and manage demanding internal and client deadlines Ability to manage teams to deliver consistent quality client reporting within tight deadlines. Ability to demonstrate initiative and to manage and prioritise their workload. Strong client focus with the ability to develop and maintain important client relationships. Excellent communication skills with superior attention to detail.*
