Manager - Global Operations (Client Onboarding)

Purpose of the job

To be responsible for and manage the Client Onboarding Team and provide excellent quality onboarding experience  to a varied portfolio of clients for which Ocorian provides / intends to service and to comply with the Policies and Procedures of Ocorian.

Main responsibilities

Ensuring world class client service delivery

• Managing client relationships including active engagement with clients being onboarded as well as intermediaries;
• Build a strong service delivery relationship with each client and ensure that adequate team members are always available to handle client matters and ensure the excellence of client service delivery;
• Creating and maintaining high quality operating standards procedures/best practices and quality controls;
• Ensuring that onboarding of new clients are done within a predefined timeframe;
• Managing the onboarding of new business in order to ensure a smooth KYC/CDD process and thus providing an excellent customer experience at the onboarding stage;
• Acting as the onboarding lead in client pitches and client presentations and provide assistance and support to the business development teams in the sales process;
• Attend to queries from the different regulatory bodies during the incorporation and licensing process for client entities;
• Managing the coordination between the client services teams and the clients once the client entity has been set-up / incorporated and licensed;
• Act as a first point of escalation to resolve client service issues and problems.

Enhancing Operational Excellence

• Manage risk exposure by ensuring that all client and company related processes are followed at all times;
• Ensure that all AML / CFT & Compliance procedures as per the regulatory framework in Mauritius are followed at all times;
• Implementing best practice project management approach for the management of the onboarding process;
• Ensure that team members follow the processes that are in place for time booking and time management;
• Ensure that all client files are kept up-to-date;
• Ensure the timely update accuracy and completeness of client information on IT systems; and
• Take an active role in projects within the organisation to enhance the client delivery and efficiency of processes within the Client Onboarding Team.
• Deal with any other general matters relating to the clients affairs as may be required from time to time.
• Working closely with the Compliance Team in order to ensure that all KYC/CDD client onboarding questionnaire and all other documentations are in place prior to the client acceptance process;
• Working closely with the Compliance team for submissions to the PEP committee in case there are PEPs in the structure during the onboarding process;

Growing the business

• Foster excellent relationships with clients with a view to upselling additional services or structures to the client.

People and Culture

• Leading a team responsible for the Onboarding of new clients.
• Providing guidance to the team members on technical onboarding including processes to be followed;
• Act as a manager with strong organizational ability to motivate staff members and ensure they are fully engaged in their work;
• Train and impart knowledge to team members on all tasks and processes;
• Carry out performance review and monitoring and provide feedback to staff members as and when required; and
• Live the values Ocorian and lead by example.

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Qualifications :

Bachelor or University degree in management finance accounting or equivalent professional qualifications

Knowledge/Skills/Experience

• Has proven knowledge and experience in onboarding and incorporation / licensing of entities especially in Mauritius
• Have a minimum of 8 years of experience in the financial sector in Mauritius or can prove relevant business and experience if having worked in another sector;
• At least 3 years experience in the management of a team of staff in the global business / financial services industry in Mauritius;
• Fluent in English and French;
• Excellent communication skills;
• Ability to work to tight deadlines under pressure while maintaining close attention to detail;
• Excellent team player;
• Have strong Project Management skills;
• Have a client-oriented background with great presentation skills;
• Proven experience in the regulatory framework in the global business industry in Mauritius;
• Strong IT skills; and
• Strong time management interpersonal and organisational skills.

Competencies

• Ability to develop clients using commercial awareness and relationship building;
• Ability to effectively manage motivate and engage people;
• Ability to communicate effectively with clients and colleagues at all levels;
• Ability to work under pressure and meet deadlines;
• Ability to take ownership and responsibility for his/her actions; and
• Ability to work independently and autonomously whilst being accountable for deliverables.

Additional Information :

Our Values

All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful.  These are:

• We are CLIENT CENTRIC  Clients are at the centre of our world and were committed to providing expertise and specialist solutions to meet their most complex challenges.
• We are AMBITIOUS  We aim high. We think and act globally seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
• We are AGILE  We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple efficient and effective.
• We are COLLABORATIVE  With a curious mindset we ask the right questions to get to the right solution for our clients faster. We collaborate to win together and share our successes.
• We are ETHICAL  We behave with integrity at all times and assume positive intent building trust through responsible actions and honest relationships.

Please let us know if theres anything we can do to make the process easier for you. You can reach us at .

Were an equal opportunity employer. All applicants will be considered for employment without attention to age ethnicity religion sex sexual orientation gender identity family or parental status national origin or veteran neurodiversity or disability status.