Associate Director, Private Wealth

Job Title:

Associate Director, Private Wealth

• Oversee the management of contractual relationships and operational delivery of Services.
• Serve as a primary point of contact for key client relationships and ensure client satisfaction.
• Manage the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded.
• Review legal and tax advice where appropriate to Service delivery team client portfolio and be able to interpret and implement, as required.
• Preparation or review of reports for management and board reports, meetings, as required.
• Assist direct Sector Head with the review and preparation of the annual budget for the Service line.
• Maintain tight control over the project schedule, risks, scope of work and budget and ensure that operational teams and subcontractors have a clear understanding of client requirements.
• Ensure all work performed by Service delivery team is invoiced accurately and in line with client contracts, providing training or guidance to Services delivery team to maximise recoverability, working in an efficient manner so as to minimise write-offs across the team and maintain KPIs.
• Responsible for the finance function for any outstanding client debt and debt recovery, ensuring client invoices are distributed in a timely manner to reduce recovery time.
• Responsible for the review and implementation of annual fee increases.
• Support Service delivery lead as a contact person for escalations and ensure client satisfaction.
• Oversight of team client relationships to builds and maintains strong relationships with clients as well as other teams, recognising weaknesses or improvements and providing advice and support.
• Ensure the team has the appropriate level of technical expertise, qualifications, and experience to provide the Service and ensures this remains up to date through relevant CPD.
• Identify opportunities to promote the organisation's capabilities to clients, identify sales opportunities or initiatives to be forwarded to the Sector Head or New Business to achieve contract extensions or additional business within the account(s) or wider business.
• Support Senior Manager/Manager and Sector Head to ensure the improvement of the team’s total Service delivery to clients.
• To be the process owner and Jersey business lead of the Service and be responsible for the approval of any changes to processes for the Service.
• Encourage and contribute to continuous improvement to the Service.
• To participate and be involved in both regional and group initiatives and projects relevant to the Service where appropriate.

• Undertake detailed planning to ensure that operational capacity matches demand.
• Monitor SLA delivery to ensure that all agreed Service levels are met or exceeded.
• Flag and contribute to solutions for any anticipated SLA issues in a timely manner to the Sector Delivery Lead so that a resolution can be agreed.
• Responsible for all vendor relationships relevant to the Service to ensure SLAs are met and compliance requirements adhered to.
• Decision maker on fee, debt and Service disputes within approved limits.

• Manage recruitment, illness management and performance appraisal in cooperation with the HR team.
• Professional knowledge is up to date and being shared with team members.
• Aims to achieve management and processing of activities in the most cost optimised manner – pro‑active in drive towards scale and cost optimisation.
• Resource management, including new hires, utilisation and migration of activities to the GSC and team structure.
• Manage the CPD programme for your operation to required levels for the Service.

• Preparing management and board reports.
• Liaising with Senior Management / Sector Leads across the organisation.
• Supporting the financial month end process where necessary.
• Ensuring all regulatory submissions are managed and compliant with the relevant standard and filed within the required deadline.
• Works closely with Internal audit/Compliance to improve and maintain strong control environment.
• Works closely with key…