Head of Relationship Management - UK

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Summary: The role is an integral part of the UK business and plays a pivotal role in the management of the customer base and of the RM team in proactively managing and supporting customers from a service satisfaction, commercial and internal support perspective.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The key responsibilities of the role are broken down as follows:

Service Satisfaction

• Manage teams of Relationship Managers in the UK to deliver best in class relationship management service to Administration clients, Investment Managers, Fund Sponsors and Promoters
• Promote and embed a best-in-class client service culture within Waystone UK in order to be responsive to customer needs and develop a partnership approach and rapport with customers and external parties in order to deliver top level customer satisfaction and maximize the potential for repeat business from each customer.
• Engage with RM teams across Waystone to deliver a consistent level of service and model across countries and products, in particular for global relationships who engage Waystone across multiple products and multiple countries.
• Act as escalation point and Executive Sponsor for administration clients, investment managers, Fund Sponsors and Promoters

Transformation & Optimization

• Engage in efforts to centralize certain RM activities into lower cost locations to allow RM's focus on core value add components of their role.

Commercial

• Work closely with the Key Account Management team in Europe and North American in the management of Key Accounts and efficient engagement between KAM and RM team to maximise revenue growth.
• Work closely with the UK Relationship Management teams on RM Owned Accounts to develop and maintain Account Plans and ensure that commercial and cross sell opportunities are identified and pursued in order to grow revenue, in conjunction with Business Development teams as may be necessary.
• Ensure Relationship Managers are aware of the commercial terms and profitability of each of their relationships and ensure remedial action is taken to maintain or grow profitability levels and to minimize Accounts Receivable. Lead periodic reviews of revenue and profitability across clients to ensure sufficient revenue growth and profitability levels are maintained.
• Support business development on RFP's / RFI's, onsite visits, client pitches, due diligence and represent Waystone at external events, meetings and conferences.

Internal Support & Team Management

• Work closely with UK Country Head and operational teams to ensure customer feedback and concerns are communicated internally and delivered on or responded to.
• Work closely with internal teams to ensure Waystone business and regulatory needs are communicated to Funds, Investment Managers and ensure they take required actions.
• Ensure operating models for clients remain within normal parameters and that any exceptional changes outside of normal operating models are considered from an efficiency and revenue perspective.

Management

• Appointed as Senior Management Function ("SMF") for Relationship Management for the WMC UK ACD with the FCA.
• Team management to ensure Relationship Manager skills are level appropriate for both soft skills and technical, product and regulatory knowledge to best meet customer needs and expectations
• Team management to ensure Relationship Managers are sufficiently knowledgeable on Waystone's products and services so that they can discuss accordingly with customers.
• This role will champion a client-oriented approach, while also consistently focusing on cost-effective and resource-efficient delivery.

REQUIREMENTS

• Motivated with enhanced interpersonal skills and adept at building client relationships;
• Minimum 10 years' experience in an investment funds environment.
• Knowledge of AIFMD, UCITS or MiFID;
• Client facing background with presentation skills.
• Strong academic background including a Degree in Finance/Business/Economics or related field.
• Strong IT skills including MS Office (Word, Excel, PowerPoint, etc.)