Client Relationship Lead - Private Client Services

Position Summary

The Client Relationship Lead is responsible for supervising a team responsible for the administration of a portfolio of private client structures for high-net-worth individuals, including trusts, foundations, private investment companies and family office structures.

The role ensures the efficient day-to-day administration of client structures, the delivery of high-quality private client services, and full compliance with regulatory and internal requirements.

The position plays a key role in maintaining strong client relationships, ensuring operational excellence, and supporting the broader objectives of the Private Clients Department through effective team supervision, client portfolio management, and adherence to best practice standards.

Key Responsibilities

1. Team Supervision & People Management

• Supervise and support a team of Associate Client Executives, Client Executives and Senior Client Executives responsible for the administration of private client structures.
• Allocate work within the team in accordance with staff capabilities, workload and deadlines.
• Review work prepared by team members to ensure accuracy, completeness and compliance with internal procedures.
• Provide guidance, coaching and technical support to team members on private client administration matters.
• Lead, train, mentor, and support the professional development of all team members.
• Monitor individual and team performance against agreed KPIs and service standards.
• Promote a culture of accountability, collaboration, knowledge sharing and service excellence.
• Escalate significant operational, client, or staffing issues to the Head of Private Clients where appropriate.

2. Client Relationship Management

• Act as the primary relationship manager for a portfolio of private clients and intermediaries.
• Maintain regular, courteous and professional communication with clients, intermediaries, and professional advisors.
• Ensure consistent delivery of high-quality administration services to all clients.
• Anticipate client needs and ensure that structures are administered efficiently and professionally.
• Identify and escalate complex client matters, risks, or potential issues to Head of Private Clients.

3. Operational Oversight

• Ensure accuracy and timeliness of private client deliverables, including statutory filings, board packs, corporate records maintenance, and regulatory submissions.
• Support the implementation of operational enhancements and internal projects.
• Provide hands-on operational support to the team where necessary to ensure timely completion of deliverables and high service standards.

4. Compliance & Risk Management

• Ensure all client structures under the team's responsibility comply with applicable laws, regulatory requirements, and internal policies.
• Maintain up-to-date KYC/CDD documentation and support AML/CFT monitoring processes.
• Participate in internal file reviews, compliance reviews, and internal audit processes.
• Promote a strong culture of governance, compliance, and risk awareness within the team.
• Escalate potential risks, irregularities or compliance concerns to the Head of Private Clients.

5. Adherence to Internal Systems and Procedures

• Ensure that the team adheres to the company's internal systems, procedures and protocols, including but not limited to:

• Staff attendance and internal policies

• Timely completion of timesheets

• System updates and data accuracy

• Checklist and file management procedures

• Staff induction protocols

• The company's Code of Conduct

• ISAE 3402 procedures

• Internal reporting requirements

• Escalation protocols

• Any newly implemented operational or compliance requirements.
• Identify operational inefficiencies and recommend improvements to processes and systems.

6. Client Onboarding

• Oversee and manage the onboarding of new client structures, including both organic and inorganic set ups.
• Coordinate with the client and compliance team to ensure timely and compliant setup, conducting thorough due diligence, collating Axis onboarding documents in line with internal protocol, reviewing business plan and Client Risk Assessment Forum Resolutions.

7. Financial Discipline & Portfolio Monitoring

• Monitor WIP, billing, and debtor balances for the client portfolio in coordination with Finance.
• Ensure that all billable work is accurately recorded through the firm's time recording systems.
• Ensure accurate and timely billing for services rendered.
• Support the Head of Private Clients in monitoring the financial performance of the portfolio.
• Identify opportunities for additional services where appropriate.

8. Collaboration & Internal Coordination

• Work closely with Compliance, Accounting/Tax, Finance, and other internal teams to ensure seamless service delivery.
• Contribute to maintaining strong communication between departments.

9. Contribution to Departmental Objectives

• Support the Head of Private Client in achieving departmental objectives and service standards.
• Contribute to the development and implementation of best practice procedures and operational guidelines.
• Participate in internal meetings, working groups and improvement initiatives.

10. Continuous Learning and Professional Development

• To maintain a strong commitment to continuous professional development by keeping abreast of developments, trends, regulatory changes, and best practices within the global business sector in Mauritius, and internationally in other jurisdictions as required by Axis.

Key Skills & Competencies

• Strong knowledge of private client administration and company secretarial practices.
• Good understanding of regulatory and governance frameworks applicable to private client structures.
• Ability to supervise teams and coordinate multiple deliverables and deadlines simultaneously.
• Strong organisational and time-management skills.
• Client-focused approach with good interpersonal and communication skills.
• Sound judgment and professional integrity.