Contact Center Manager jobs in United Kingdom

Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world's financial markets.

Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet.

We have 4,600 talented specialists on the ground in over 40 countries around the world, enabling us to deliver a unique global perspective across four market-leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows.

As a family-controlled business built on relationships, we place a huge emphasis on our people and finding the right colleagues to take our business forward.

Rothschild & Co is committed to an inclusive and supportive environment where different perspectives are valued. We are focused on the attraction and recruitment, development and retention and progression of high calibre talent to ensure we and our clients benefit from the value of difference.

Within Wealth Management we offer an objective long-term perspective on investing, structuring and safeguarding assets, to preserve and grow our clients’ wealth.

We provide a comprehensive range of Wealth Management services to some of the world’s wealthiest and most successful families, entrepreneurs, foundations and charities. In an environment where short-term thinking often dominates, our long –term perspective sets us apart. We believe preservation-first is the right approach to managing wealth.

Overview of Role

We are now looking to recruit a Client Service Executive to provide administrative services for Rothschild & Co Wealth Management clients and to support one of our Client Adviser teams in their delivery of clients’ requirements. The position requires regular client contact and working closely internally with the Client Advisers, Portfolio Managers, Compliance and operational departments; both in London, Guernsey and Zurich.

Responsibilities

• Be the primary point of contact for all administrative procedures and ad-hoc queries raised either directly by clients and their appointed representatives, or through Client Advisers
• Ensure that all parties are kept informed of the progress of all issues and that all queries/questions are resolved in line with internal procedure and to the client’s satisfaction.
• Adhere to all departmental procedures and Service Level Agreements with internal departments or external counterparties whilst identifying any potential enhancement or improvements

Cash Management

• Ensure all payment requests, either recurring or ad-hoc, are completed in a timely manner having received the appropriately authorised instructions along with all anti-money laundering requirements.
• Provide administrative support for client’s banking requirements including loans, deposits and account transfers. Monitor overdrafts that are the result of client activity and ensure corrective action is implemented.
• Ensure the correct management fee structures are implemented as per the client mandate.

Client Take On

• Coordinate, as and when directed by the Client Advisers, the process of new client take on, including onboarding of corporate and trust clients. Ensure completion of all client documentation and system required static data. Ensure necessary AML and KYC documentation is obtained and reviewed along with all other compliance requirements.
• Manage the take on of all cash and stock positions internally with the back office whilst keeping the appropriate Portfolio Manager and Client Adviser informed of progress.

Client Data, Correspondence and Account Maintenance

• Maintain accurate and complete static data on all systems at all times. Ensure that any changes are affected in a timely manner, reconfirmed with the client and the appropriate authorisation for changes is received.
• Maintain an overview of client documents and information recorded in internal systems to ensure appropriateness, completeness of information for KYC purposes and that all relevant information may be accessed.
• Coordinate regulatory project work (such as Client CDD reviews, FATCA, etc.) on behalf of the team, liaising with Front Office Support and the Onboarding team where necessary

Valuations and Reporting

• Assist with client reporting to ensure that periodic statements are sent within agreed timeframes. These include bank statements, valuations, tax packs and any other documentation required. Provide clients with ad-hoc standard reporting as requested
• Oversee performance reporting and answer client queries when required

Forms, Complaints and Systems

• Report all incidents, monetary errors and client complaints to the Client Adviser and the Head of Front Office Support; making recommendations for change where appropriate
• Preparation of bespoke reporting and fee calculations
• Assist in the implementation of all new relevant systems and processes

Experience, Skills and Competencies Required

• Previous experience in a similar role at a Wealth Management firm
• Diligent and high level of attention to detail even when working under pressure
• Strong organisational skills and ability to prioritise
• Excellent oral and written communication skills
• Self-starter and team player
• Ability to work to deadlines

Our goal is to have a balanced, inclusive and flexible environment which enables all colleagues to achieve their personal and professional aspirations, and to ensure that Rothschild & Co provides longer term opportunities for talent