Client Services Manager – Rio de Janeiro

Innovation Powered | People Inspired

The Catalyst Group is a tech-focused financial services organization that is creating a spark in a one-dimensional industry. Founded in the Cayman Islands in 2020, Catalyst is a privately owned and fully independent group. We have offices and teams in 5 countries, servicing a global portfolio of clients with a wide range of strategies, structures, and requirements.

Catalyst was founded with a clear mission to reimagine financial services by sparking innovation, harnessing technology, and investing in our people and our communities.

In support of that mission, we have built an award-winning team of highly skilled, innovative, and client-centric individuals who are enabled with best-in-class technology to provide a platform that is unlike anything else in the industry.

We do things differently. We do things better.

Catalyst is a value-driven organization. We challenge our people to think and operate in accordance with a set of core values: Collaboration, Innovation, Reliability & Accountability, Connected Culture, Undivided Attention, Integrity, and Transparency. These values are part of our DNA; they are the principles that guide everything that we do.

Core Details and Responsibilities 

This role is based in Rio de Janeiro and will report to the Managing Director – Client Experience

(Relationship Management)

From a high-level perspective, the core responsibilities that form your role are broken down into the following 3 categories:

1.     Client Service Management team management

2.    Client Service Management – client meetings

3.    Internal Relationship Management

4.    Management Reporting

Your Daily Tasks

1)    Client Service Management (day-to-day) team management responsibilities:

These responsibilities cover the day-to-day management of the company’s Client Service Management team from a people’s perspective. This includes (but not limited to) the following tasks:

Team Management

Manage the company’s Client Service Management team and ensure that all team members have relevant Job Descriptions that include Tasks, KPIs, and client satisfaction metrics.

Day-to-day Team management

Managing staff on a day-to-day basis by implementing:

1.     Daily and weekly task management  

2.    Daily/weekly/monthly team meetings 

Ad hoc needs

Team Satisfaction

Monitoring your team’s capacity and ensuring high-level satisfaction and work-life balance.

Feedback and Coaching

Providing feedback and coaching to your team members to constantly improve their performance.

Team Training

Coordinating and providing training and development programs as or when required.

Team Succession planning

 Identifying any high-potential and high-risk employees and developing the relevant succession plans.

2)    Client Service Management – client meetings:   

Attendance in Client Service Management meetings

• Ensure the Client Service Manager is sufficiently prepared, and the internal preparation call has been had with the relevant teams before the client meeting
• Ensure feedback and action items resulting from the client meetings are captured and completed within the relevant timelines required
• Maintain high level of client satisfaction        

3)    Internal Relationship Management Responsibilities:

These responsibilities cover the overarching management of the company’s book of clients. This includes (but not limited to) the following tasks:

a)    Working alongside the Relationship Management team

• Escalation of any burning issues;
• Client reporting as required

b)    Working alongside the Operational teams

• Escalation of any burning issues;
• Client reporting as required 

4)     Management reporting:

a)    Reporting all client escalations and dissatisfaction notifications received. The report must provide a high-level summary of the issue, the root cause, and action items required for resolution.

b)    Work with the Managing Director – Client Experience (Relationship Management) & Managing Director – Fund Administration on  KPI/Metrix reporting requirements to identify trends and focus areas required

Required Skills & Experience

Are you getting excited? We are! Before we get too carried away, there are a few requirements you’ll need to check off before you can apply for the position:

·      Mandatory Bachelors Degree.

·      Friendly and professional at all times

·      Microsoft proficient – Word, Excel and Outlook (Dynamics is advantageous)

·      Over 10+ years’ experience in client servicing, and/or financial services.

·      Proficient experience in dealing with clients and managing client expectations from a service perspective.

·      In-depth knowledge of the Fund Administration industry.

·      Candidate must be an energetic professional who doesn’t mind wearing multiple hats.

·   Willing to handle a wide range of administrative and executive support-related tasks and learn to work independently with little or no supervision.

·      Innovator & self-starter with high energy and drive.

·      Proactive, taking initiative to identify and address challenges before they become problems.

·      Effective communicator, able to convey ideas and information clearly and convincingly.

·      Fluent in English (writing & speaking)