Client Services Director
We have an exciting new opportunity for a Client Services Director, who will be responsible for leading and developing the Private Wealth function for the company, ensuring exceptional service delivery to high-net-worth individuals, families, and corporate clients. The role holder will drive a culture of excellence, compliance, and client focus, aligning client service standards with the company’s strategic objectives and regulatory obligations in Guernsey and other relevant jurisdictions.
Key responsibilities
Strategic Leadership
· Contribute to the overall business strategy as a member of the senior leadership team.
· Develop and implement a customer service strategy to enhance client satisfaction, retention, and growth.
· Lead initiatives to strengthen operational efficiency, risk management, and client service quality.
· Identify opportunities with existing customers.
Client Relationship Management
· Oversee the Private Wealth Team responsible for trust, company, and pension administration services.
· Maintain strong relationships with key clients, acting as a senior point of contact for escalations or complex matters.
· Promote a proactive and responsive service culture, focusing on client outcomes and long-term partnerships.
· Ensure there is transparent service reporting, and proactive communication, to ensure client services provided demonstrate value for money.
Financial performance
· Ensure services are properly scoped and charged, preventing “scope creep” where clients receive unbilled work.
· Undertake regular fee reviews to ensure fees continue to reflect the complexity and value of service delivered.
· Ensure client fees are promptly billed and collected.
Business Development
· Work with the Managing Director on the development of strategy for promoting the Company’s products and services
· Attract clients to grow the Company’s business, including building relationships with key introducers
Operational Excellence
· Oversee service delivery processes to ensure accuracy, timeliness, and compliance.
· Drive continuous improvement initiatives in systems, processes, and client experience.
· Ensure the highest standards of fiduciary governance and compliance with GFSC regulations.
· Implement performance metrics and service-level agreements to monitor and enhance team performance.
People Leadership
· Lead, mentor, and develop a high-performing team, fostering professional growth and accountability.
· Support succession planning and the development of future leaders within the business.
· Promote collaboration across departments, ensuring consistent service standards and good communication.
Governance and Risk Management
· Serve as a director on the board of the lead licensee (following successful completion of probationary period or when agreed).
· Ensure adherence to anti-money laundering (AML), countering the financing of terrorism (CFT), and data protection standards.
· Participate in internal and external audits and regulatory inspections as required.
Skills, knowledge, expertise
Essential:
· Minimum of 10 years’ experience in the fiduciary, private wealth, or financial services industry.
· Proven leadership experience in client services or trust administration at a senior management level.
· Strong understanding of Guernsey’s regulatory framework and fiduciary best practices.
· Excellent interpersonal and communication skills, with the ability to build trust with clients and staff.
· Knowledge of international wealth structuring and multi-jurisdictional client servicing.
· Professional qualification such as STEP, ICSA (CGI), or equivalent.
Desirable:
· Experience in digital transformation or client experience innovation within the fiduciary sector.
· Track record of leading teams through change and growth phases.
Who we are
At Bourse we pride ourselves on the calibre of our staff and collaborative teamwork. We provide a great benefits package which includes pension contributions, private healthcare cover and discretionary bonus.
We are committed to helping our staff reach their full potential by supporting them with training and development opportunities, and we therefore encourage our staff to study for a relevant professional qualification for which we normally cover costs and provide study leave.
Bourse takes an inclusive approach to hiring and is a positive place to work, welcoming those who want to make a beneficial impact within our organisation, for our clients and in our communities.