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Head of Client Operations Job Description
Team: Client Operations
Grade: Director
Reporting to: Executive Director
About Us
We are an independent and privately owned Family Office Services provider, based in Jersey and supporting clients all over the
world. Since opening our doors in 2013 we’ve brought a fresh approach to our market, through our progressive, flexible, and
service-focused offer. After a decade of growth, building a strong team, and earning a number of industry awards, we’re now
adding to our team, and are looking for people 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 Crestbridge 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 our clients and our 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, in line with Crestbridge Family Office Services standards, procedures and guidelines.
• As Data Protection Officer (DPO) ensure that Crestbridge 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.
• Take responsibility for own personal development, in line with agreed annual performance objectives.
• Be a role model and ambassador for Crestbridge Family Office Services.
Key Responsibilities
The list below details the tasks that your role is likely to include. It is not exhaustive and may be amended from time to time:
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.
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• 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.
• Ensure that all CPD requirements are met year on year for both you and all members of your team, and that training and development is relevant.
• Daily input of time on timesheet ensuring that all time is recorded and monitored.
• 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
• Work with the CFL board to agree SLAs and report on progress in key areas.
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.
• Identify talent, develop high-potential staff members, and manage underperformance within the team.
• Build commitment through fair, consistent and persuasive behaviour, championing ideas and setting realistic and challenging objectives through appraisal and other performance measurement initiatives.
• Communicate clearly and effectively, using authority and influence appropriately, and demonstrates the ability to lead and direct the efforts of others to achieve results
• Encourage teambuilding and values the ideas and opinions of others. Is approachable for all types of advice, and is proactive in sharing knowledge.
• Demonstrates a collegiate allegiance to the Board, supporting majority decisions regardless of personal opinion and behaving with the utmost integrity and professionalism at all times.
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.
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• A detailed understanding of Compliance and Risk Management.
• Detailed knowledge of Microsoft Office.
Skills and Qualities
• Strong communication and presentation skills.
• A decision maker who gives the highest commitment to corporate governance standards and can prioritise and deal with conflicting and demanding deadlines.
• Ability to scrutinise and understand complex documentation.
• Ability to inspire, motivate and develop others.
• Ability to define strategy and develop policy, procedures and processes as part of the Senior Team.
• Proactive and disciplined approach to work with a strong commitment to client service excellence.
• Integrity, tact and diplomacy.
• Strong degree of business acumen.
Additional Information
We offer all our permanent team members a great benefits package that includes*:
• Competitive salary with transparent salary bandings
• Private healthcare (with no exclusions for pre-existing conditions)
• Life insurance
• Critical illness cover
• Annual leave entitlement of 30 days, with the option to buy or sell up to 5 extra days
• 3 additional wellbeing days a year
• Discretionary annual bonus
• Support for professional qualifications and ongoing development
*Eligibility for certain benefits will commence after completion of probation. Crestbridge reserves the right to vary or withdraw benefits at any time.