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The Role The Team Leader, Client Support is responsible for leading a high-performing team of client service specialists to deliver efficient, high quality client service across pension and trust administration activities. The role emphasises maintaining strong client relationships, championing operational excellence, and ensuring company processes are executed in line with service standards, policies and regulatory expectations. The post holder will guide, develop, and support team members to build a multi-skilled, cross trained unit capable of managing a wide variety of clients and concurrent operational tasks. The role requires strong oversight, sound judgement, and the ability to influence positive outcomes for clients, distribution partners and service providers. The post holder reports to the Manager, Client Support. Key Duties and Responsibilities

The post holder is responsible for:

 Client Servicing Excellence - Deliver services to agreed standards, ensuring excep onal client sa sfac on. - Handle client instruc ons, enquiries, and transac ons with speed and accuracy. - Communicate proac vely with clients and stakeholders on progress and outcomes.

 Opera onal Oversight - Maintain full visibility of team’s case workloads. - Monitor and drive client requests (cases) to comple on within company / client set

standard meframes. - Review aged cases (60+ days), validate outstanding reasons, and escalate where

necessary. - Sign off enquiries, dealing instruc ons, and opera onal items within delegated

authority. - Monitor inward funds, resolve daily CIB/RBSI queries, and address inconsistencies

promptly. - Support the recovery of fees in line with company policy.

 Data and Repor ng - Keep records accurate and current across core business applica ons Salesforce, Acumen,

and Accountability. - Produce and maintain workflow and case performance reports.

 Leadership and Team Development - Lead, coach, and mentor team members to build a mul -skilled, high-performing unit. - Ensure staff receive training and maintain technical and industry knowledge. - Conduct appraisals, manage performance, and address resourcing gaps. - Run daily team mee ngs to set priori es and allocate workloads. - Represent the team in weekly leadership mee ngs and depu se for the Manager as

needed.

Job Title

Team Leader, Client Support

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 Process Improvement and Compliance - Iden fy and implement process enhancements to boost efficiency and service quality. - Conduct quality reviews to ensure compliance with internal policies and industry

standards. - Manage complaints, errors, and omissions in line with company procedures. - Support opera onal controls and contribute to risk mi ga on ac vi es.

 Collabora on and Escala on - Work closely with distribu on partners and service providers for seamless opera ons. - Assist with complex or escalated cases and ensure con nuity during staff absences. - Oversee delega on and management of generic enquiries and trust inboxes.

Competencies The post holder should have;

 3+ years of Pension administration and / or Trust administration experience desired.  Strong attention to detail and accuracy.  Strong written and verbal communication skills.  Leadership capabilities: decision-making, coaching, conflict resolution, stakeholder

management.  Excellent organisational and time-management skills.  Methodical, consistent approach to task completion.  Ability to balance workload effectively while maintaining wellbeing.  Willingness to study for suitable professional qualifications (PMI, STEP, ICSI, other)

What we offer

 Join a business with strong organic growth.  Enjoy a fantas c, friendly team culture – #OneTeam.  Have a real voice and make a genuine impact on client services and opera onal

improvements.  Work in a bright, open-plan office with stunning views over St Peter Port harbour (and a

balcony!).  Take part in team and company sports and social events.  And more!

Updated November 2025

Employment Opportunity

CDD Analyst

The Company

Albany Trustee has been operating in Guernsey and internationally for over five decades and enjoys

an international reputation as a leading independent and owner managed provider of high-quality

fiduciary and corporate services to predominantly HNW/UHNW multi-jurisdictional private clients.

Albany has approximately 75 client/family groups, over 250 entities and more than £3 billion assets across a wide range of asset classes under administration. We are a team of approximately 45 people with a collegiate atmosphere, dynamic executive

management team overseen by an experienced Board, including a former global Chairman of STEP. We have a strong commitment to independence, client service and building long lasting relationships

with clients, colleagues, and advisers alike.

The Opportunity

We are seeking to recruit a suitably experienced CDD Analyst to support our highly experienced and qualified subject matter experts within the operational compliance team and onboarding team. The candidate is expected to provide an exceptional level of proactive and technically informed service

to our clients/family groups made up of a variety of trusts, companies, foundations and partnerships.

The Candidate

The role will suit someone with front line compliance experience preferably (but not essentially) within

the fiduciary sector. We are looking for a team player with:

• good familiarity with the GFSC Handbook and requirements thereof;

• knowledge of and familiarity with various corporate structures, identifying customer(s), other

key principals and other identification subjects; understanding when to apply enhanced measures and enhanced due diligence;

• experience of processing CDD and practical application of enhanced measures and enhanced

due diligence;

• experience of analyzing, verifying and corroborating Source of Wealth and Source of Funds information and concisely summarizing and evidencing such;

• an awareness and appreciation of risk indicators, identifying the same and implementing risk

based CDD measures;

• good analytical skills, an aptitude for attention to detail and effective communicate skills;

• a professional qualification in AML/CFT would be favourable;

• strong organisational skills working in a proactive, methodical and intelligent manner; and

• experience of Acumen, or equivalent database (although this is not essential).

On the job training and support will be provided.

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Duties, Responsibilities and Tasks

This is a first line position working alongside Trust and Company professionals. The role will include:

• reviewing structure charts which may include evidencing the entities, customer(s), other key

principals and other identification subjects, assets etc.

• the analysis of structures to identify: o the entities involved, customer(s), other key principals and other identification

subjects o the parties on whom CDD should be obtained o the level of CDD to be obtained (i.e. the application of enhanced measures and

enhanced due diligence as necessary)

• identifying and communicating the due diligence forms and level of CDD documentation/information required;

• reviewing, assessing and documenting CDD as it is received and communicating any

deficiencies &/or further requirements;

• assisting with the analysis, verification and corroboration of SoW and SoF information ensuring CDD, SoW, SoF data and relevant risk factors are accurately recorded in Albany’s fiduciary software and maintained and updated as necessary;

• creating any associated tasks and tracking their timely completion;

• updating and maintaining records to a high standard to ensure accurate and reliable data integrity

• responding to queries from due diligence subjects and colleagues;

• reviewing and monitoring potential matches and/or adverse hits generated by the manual and automated intelligence screening systems in accordance with Albany’s policies, procedures and controls

• assist with the review and processing of sanctions and other regulatory notices issued by relevant external bodies in accordance with Albany’s policies, procedures and controls

• assisting with producing CDD related reports for internal committee meetings and reporting;

• assisting with the development of the precedent documents, policies, procedures and best

practice in relation to CDD and related matters;

• ensuring that any CPD training requirements are met and recorded in the Company’s records and that ongoing training is undertaken to ensure awareness, adoption and adherence to

evolving statutory, regulatory and best practice requirements/ guidelines; and

• providing such assistance as may be required from time to time by the Directors, Client Service Teams and Compliance to ensure the efficient and accurate processing and

maintenance of CDD and related records to meet regulatory standards and best practice.

Application Process

Please apply by email including full c.v. to Helena Leslie, Human Resources Manager

h.leslie@albanytrustee.com All applications will be treated in the confidence.

Diversity and Inclusion Statement

We welcome enquiries from disabled people and value diversity in our workplace.

We will make reasonable adjustments to our application process for candidates who indicate that, owing to a disability, our arrangements might leave them disadvantaged. If you have a disability which you believe may affect your performance, we will be happy to make reasonable adjustments for you.

JOB SPECIFICATION

Job Title:

Senior Trust Administrator

Company:

New Street Management Limited

Location:

Guernsey

Reporting to:

Trust Manager / Assistant Manager

New Street Management Limited:

New Street is a privately owned and independent trust company providing bespoke fiduciary services to its international client base. New Street Management Limited and its subsidiary companies benefit from a wealth of experience in the establishment and administration of wealth management and asset protection structures.

Position Summary:

To take responsibility for a designated portfolio of trusts and corporate structures and to complete all assigned tasks and processes, operating within the controls, guidelines and procedures as established by the directors / managers, including training and developing more junior members where required.

Specific Duties

• Undertake all routine administration for clients or as instructed by the Manager

• Accurately effect client banking instructions

• Have an awareness of client take on procedures and the associated risk involved

• Become familiar with team’s existing allocated client portfolio

• Ensure quality day to day service for team’s client portfolio

• Understand trust and corporate regulatory requirements

• Communicate effectively and concisely with other team members

• Maintain a courteous, positive and professional manner with both external and internal clients /colleagues at all times

• Pro-actively work with internal individuals and groups to ensure timely delivery of client data

• Ability to resolve queries/find solutions

• Be familiar with and adhere to New Street’s internal practices and procedures

• Maintain focus on chargeable time

• Manage and record own time effectively and accurately

• Be responsible and effective in cash collection and control of debtors

• Construct accurate written communications – letters, emails, minutes

• Take responsibility for self-development

• To motivate junior staff members

• Work on agreed training requirements and performance goals to ensure on-going development

• Consult and escalate issues and exceptions to senior team members to alleviate problems or risks

Other Requirements

The candidate will ideally have:

• A minimum of 2 years relevant experience in the trust field

• Commenced studying for a relevant qualification such as STEP or ICSA

• A commitment to a career in trust and corporate administration

• Accurate written and effective verbal communication skills

• The ability to use MS Word, Excel and Outlook at an intermediate level

• A demonstrated commitment to consistently providing quality client service

• Good team skills and be flexible to change and the needs of the business

• Be detail orientated and analytical

• Be capable of working in a deadline/volume driven environment whilst maintaining accuracy and focus

• The ability to take responsibility for and to drive and execute tasks

• A willingness to learn new skills

• The ability to prioritise and focus on the most urgent and important task

• Exhibited skill in planning and monitoring workload including self-management and delegation to administrators in order to achieve goals within expected timescales.

• A proven academic record

Other:

Various New Street companies are licensed by the Guernsey Financial Services Commission. Please see our website www.nsmtrust.com for details. The post holder is required to ensure to the best of his or her ability that the duties and obligations imposed by virtue of such authorizations are always discharged effectively.