Role:          Relationship Manager – Trust

Reports to:       Managing Director

Direct reports:    None

Signatory Level:   B

Job Level:   4

Job Purpose:

Manage a portfolio of clients. Complete all assigned tasks and processes, operating within established controls, guidelines and procedures.

Key Responsibilities:

• Attend meetings with clients and their advisors including bankers, lawyers, accountants, agents or consultants and liaise on client matters.
• Ensure clients’ needs are met and their portfolios are managed effectively.
• Undertake client visits as determined by the service level agreements and risk review profiles.
• Deliver client acquisition through on-boarding, risk rating, CDD collection and sign off.
• Actively support business development efforts through sales targets and delivery of material and new business leads.
• Review clients on a regular basis in line with the business risk profile process.
• Maximise client profitability and manage team in a way that encourages client retention and growth.
• Ensure policies and procedures are complied with and legal and regulatory obligations are met.
• Provide technical guidance and support to the administration team.
• Meet deadlines appropriate for assigned portfolio, ensuring adherence with regulatory requirements.
• Ensure client database is always current by ensuring it is updated as and when events occur.
• Other ad-hoc tasks as and when required.
• Ensure that timesheets are completed in a timely manner, with quality information provided, on a daily, weekly and monthly basis.

Key Performance Indicators (KPI’s):

• Time recorded electronically on a daily basis.
• Utilization rate of 75%.
• Meeting of filing deadlines.
• Ensuring annual review and accounting deadlines are met.
• Achievement of annual CPD target of 35 hours.
• Client satisfaction.

Skills and Experience:

• Significant experience of the trust industry.
• A relevant professional qualification.

• Adaptable – Demonstrate a willingness to be flexible, versatile in a changing work environment while maintaining effectiveness and efficiency.
• Ethical – Understand ethical behaviour and business practices and ensure that own behaviour and the behaviour of others is consistent with these standards.
• Build relationships – Establish and maintain positive working relationships with others, both internally and externally, to achieve business objectives.
• Communication – Speak, listen and correspond in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Client focused – Anticipate, understand and respond to the needs of internal and external clients to make or exceed their expectations.
• Leadership – Positively influence others to achieve results that are in the best interest of the Company.

Behaviours and Competencies

Operational Excellence:

• Demonstrates the ability to make decisions based on insight and knowledge .
• Accountable for ensuring high standards of delivery to clients.
• Actively engages with customer to understand needs and will place a high priority on client service and satisfaction.
• Prioritises client issues and addresses them accordingly.
• Will keep up to date with business trends/ changes in law that will impact their role.

Client Excellence:

• Proactive in identifying opportunities and seeking solutions.
• Manages expectations so clients always feel valued.
• Takes responsibility for delivering superior products and services.
• Implements improvements to client service.

Leadership and Resource Management:

• Plans, coordinates and manages internal and external resources to deliver results .in a timely, accurate and professional manner.
• Will share knowledge to ensure team targets are met.
• Informally manages expectations of more senior colleagues regularly.

• Adaptable – Demonstrate a willingness to be flexible, versatile in a changing work environment while maintaining effectiveness and efficiency.
• Ethical – Understand ethical behaviour and business practices and ensure that own behaviour and the behaviour of others is consistent with these standards.
• Build relationships – Establish and maintain positive working relationships with others, both internally and externally, to achieve business objectives.
• Communication – Speak, listen and correspond in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation – Develop new and unique ways to improve operations of the Company and to create new opportunities.
• Client focused – Anticipate, understand and respond to the needs of internal and external clients to make or exceed their expectations.
• Leadership – Positively influence others to achieve results that are in the best interest of the Company.

• Planning – Determine strategies to move the Company forward, set goals, create and implement actions plans and evaluate the results.

 Commercial Awareness:

• Understands relevant local regulatory requirements

Interpersonal Skills:

• Manages internal and external stakeholders' expectations with regards to delivery, escalating concerns as appropriate.
• Is able to deal with conflict in a controlled manner and can clearly communicate effective solutions.
• Builds credibility across all stakeholder groups and is able to engage with individuals across all areas of an organization on areas of specialism.

Compliance:

• Act in a professional manner and produce accurate and timely work
• Acts with the highest level of integrity at all times and in the best interests of Aspida.
• Will be clear, open and transparent in communications with colleagues and customers.
• Promptly report any issues (or possible issues) you identify to your manager (or an appropriate member of the senior management team) for consideration and resolution.
• Never make any statement that is misleading, false or deceptive.

I understand, acknowledge and accepted the details contained within.

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