Manager, Private Wealth

It’s never been a more exciting time to join Vistra.

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. 

Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!

We have an exciting opportunity for you to join our team as a Manager, Private Wealth. Reporting to the Sector Delivery Lead, this full-time and permanent position is based in the Channel Islands.                                      

Responsible for a set of Private Wealth client relationships and manage day-to-day service delivery needs, in accordance with the departments’ service standards and company policies and procedures. You will proactively develop your existing client relationships and support new business commercial activities to develop new relationships. You will manage a team/ structure of clients, with the support of a Senior Trust Manager and/or Client Director. 

Purpose of the Role:                       

You will:

• Director and Authorised Signatory of Nominee Companies as required
• be support where appropriate the Jersey owner who has  responsibility for the service delivery of the Service;
• manage and be responsible for select Service Delivery personnel who deliver this service to clients;
• assist with the profitability and financial performance of the Service;
• assist with the creation and meeting of industry beating SLAs, plus the KPI's to monitor performance against them for the Service;
• assist with the process owner for the Service where required;
• support sector heads with the client net promotor score.

Scope:                                     

You will:

• be responsible for the service delivery to your clients, of all services sitting within the Service Family as more clearly defined in the Service Navigator;
• be responsible for the achievement of revenue targets for the Service;
• be responsible for the achievement of EBITDA targets for the Service;
• be responsible for management of your Service delivery team;
• support the business owner on any projects relevant to the Service where required;
• be responsible for the creation, achievement, enhancement and reporting of all SLAs relevant to the Service for your clients.

Key Responsibilities:                       

• Manage ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts.
• Serve as a primary point of contact for 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.
• Ensure all work performed is invoiced on time and in line with client contracts.
• Be jointly responsible with the finance function for any outstanding client debt.
• Be responsible for the implementation of annual fee increases.
• Support Service Delivery lead as a contact person for escalations and ensure client satisfaction.
• Ensure the team builds and maintains strong relationships with clients as well as other teams and provides day-to-day assistance, 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 CPD
• Promote the organisation's capabilities to clients, identify sales opportunities to be forwarded to the relationship managers and achieve contract extensions or additional business within the account(s).
• Support head of Service delivery for  the function  to ensure the improvement of our total service delivery to clients.
• To participate and be involved in both regional and group initiatives and projects relevant to the Service where appropriate.

SLA Management:

• 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 anticipated SLA issues in a timely manner to the Service Delivery Lead  so that a resolution can be agreed.
• Decision maker on fee, debt and service disputes within approved limits.

HR Management:

• Recruitment, illness management and performance appraisal are managed 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 - drives towards scale and cost optimisation.
• Resource management, including new hires, utilisation and migration of activities to the SSC and team structure.
• Manage the CPD programme for your operation to required levels for the Service

Compliance:

• Works closely with Internal audit/compliance to improve and maintain strong control environment.
• Works closely with key stakeholders (e.g. Legal, Risk and compliance) to ensure that all processes remain compliant.
• Ensures the compliant use and ongoing monitoring of supplier relationships required to the deliver the Service

.

Signing Powers:

• Act as a Director on Nominee Companies
• ‘BA’ signatory of Trust Company (Jersey) Limited

Relevant Experience & Skills                               

Communication:

• takes a leading role in clear and effective communication with department;
• is a strong communicator to various stakeholders, including colleagues, clients, auditors and suppliers.                                                                                                                           

Team leadership qualities:

• translates mission, strategy and policies into team actions;
• communicates in such a way that organisation is energised and motivated;
• ensures that all supporting issues are in place to execute the strategy;
• propagates the policy and values (internal/external);
• introduction and supervision of risk awareness at all levels in the business unit.

Individual leadership and delegating:

• keeps team members responsible for performance and results, and emphasizes their own responsibility in monitoring progress;
• measures performance in a clear and consistent way;
• provides timely and clear feedback to improve performance and results;
• supports and mentors his/her team members;
• enables the team to realise objectives;

Presence during meetings:

• is confident to take initiatives where needed and is able to chair meetings;
• is able to contribute to a tactical solution in conflict situations.

Attributes / Technical Skills:                                  

• Excellent written and verbal communication.
• Strong management skills with a drive to creating and instilling a high-performance culture.
• Customer service oriented with a passion for consistently exceeding client expectation.
• Keen eye for detail and ability to see and implement changes to process to improve service delivery to clients and improve profitability from the services provided.
• Sound knowledge of software packages, i.e. Microsoft Office.
• Sound knowledge of relevant regulatory requirements and standards.
• To live and breathe Values.

Professional Qualifications / Relevant Experience:                                

• Minimum 5 years relevant experience with at least 3 years at Assistant  Manager or Manager level
• Ideally to hold JFSC Table 5 qualification

Education:                            

• Relevant professional qualification, ideally degree level or equivalent

Company Benefits:

• Hybrid working
• 25 days holiday per annum (FTE)
• Discretionary Bonus
• Private Medical Insurance*
• Occupational Pension Plan 
• Group Income Protection*
• Death in Service*
• Professional Study support
• Professional subscription per year

*Insured benefits are subject to underwriting acceptance and meeting eligibility criteria

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!