Associate Director - Client Experience (Relationship Management)

This role is based in our office in Rio, Brazil. As an Associate Director – Client Experience (Relationship Management), you will report to the Chief Client Officer.

The primary purpose of the Relationship Management role is to ensure the effective and efficient management of client relationships and services within the Brazilian market. This encompasses the accurate management of client contracts and Service Level Agreements (SLAs), fostering strong, long-term relationships with clients, and ensuring high levels of client satisfaction. The role involves coordinating with internal teams to facilitate onboarding, oversee financial processes, and support business development initiatives aimed at revenue retention and growth.

Core Responsibilities

The core responsibilities that form your role are broken down into the following 8 categories:

1. Finance Responsibilities
2. Overall BR Client Management Responsibilities
3. Internal Client Relationship Management Responsibilities
4. Client Revenue Retention and Protection Responsibilities
5. Accounts Receivable Responsibilities
6. Client Profitability Responsibilities
7. Marketing Support Responsibilities
8. Risk and Compliance Responsibilities

Your Daily Tasks

The following are the tasks linked to the Core Responsibilities that will be expected as part of this role:

1. Financial Responsibilities

Includes (but not limited to) the following tasks:

1. Team Gross Profit Management – working with CCO in managing and maintaining all financial aspects associated with the Relationship Management team that focuses on the Control and management of the overarching profit and loss (P&L) for the area and team.
2. Staff Budgets - Work with the Finance team and CCO to manage and own their allocated budget.
3. Product Profitability - Working with the Finance and Client Experience teams on the client and profit and loss reporting.
4. Client Fee Review - Working with the Business Development, Legal teams & CCO on the documentation and remediation of scope changes and where needed, with the presentation of data to assist in fee increases or service discussions.

2. Overall BR Client Management Responsibilities:

Includes (but not limited to) the following tasks:

1. Client contracting and SLA Management
2. Client Relationship management
3. Debtor management
4. Client meetings
5. Client Board Meetings
6. Client analysis

3. Internal Client Relationship Management Responsibilities:

Includes (but not limited to) the following tasks:

1. Business Development team
2. Onboarding of new clients/Offboarding of existing clients
3. Operational teams

4. Client Revenue Retention and Protection Responsibilities:

This includes (but not limited to) the following tasks:

1. Work with the Business Development team to increase the current book of annualized revenue from existing clients.
2. Assisting in the analysis of all revenue sources and support thereof to protect existing revenue as well as look for opportunities to cross and upsell services to enhance the client share of wallet.
3. Ensuring existing clients continue to bring additional opportunities to Catalyst.
4. Assist clients with any Due Diligence requirements.

5. Accounts Receivable Responsibilities:

This includes (but not limited to) the following:

1. Client timely payment – Work with clients to ensure that no invoices are older than 15 days, and the resolution of any invoice queries or disputes are remediated as fast as possible.
2. Invoice Penalty Management – Where needed, work alongside Finance to agree on penalties to be provided, and ensure that clients are advised that all late payment of fees will be charged and applied following an invoice being open for 15 days.
3. Process Improvement - Identify opportunities to streamline accounts receivable processes, enhance efficiency, and reduce errors.

6. Client Profitability Responsibilities:

This includes (but not limited to) the following tasks:

1. Working with the internal teams on all client remediation initiatives, to achieve 70% Gross Contribution.

7. Marketing Support Responsibilities:

This includes (but not limited to) the following tasks:

1. Support the company’s marketing function in the development and maintenance of the Latin American market to ensure services are defined to meet the target market offering.
2. Work with the Director – Corporate Development and Strategy and Chief Client Officer to ensure that any regulatory/environmental changes are communicated to clients on timeously.

8. Risk and Compliance Responsibilities:

Includes (but not limited to) the following tasks:

1. Perform routine compliance training as required.
2. Ensure a culture of good governance and compliance across all clients and that this is constantly upheld.
3. Working with the Compliance team on any non-compliance issues raised with a particular client.

Additional Strategic Expectations

Share insights to enable development of new processes and procedures that will create business efficiency and support delivery of client excellence in service.

Maintain awareness of industry, regulatory, jurisdictional, and other trends that could affect the business.

Contribute to the creation, development and implementation of new products and solutions to accommodate the businesses continuous changing needs.

Collaborate cross-functionally with operations staff, business users, project, and implementation managers to achieve desired and elegant solutions.

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:

1. Mandatory B. Sc, B. Com and/or Bachelor of Law.
2. Microsoft proficient - Word, Excel, Outlook, and OneNote.
3. Over 5+ years’ experience in relationship management, business development, and/or financial services (ideally from a multi-family office organization).
4. Proficient experience in dealing with clients and managing relationships from a service perspective.
5. Exposure in client profitability analysis.
6. Exposure to BR Accounting and/or Fund Administration industry.
7. Exposure to BR corporate and fiduciary industry.
8. Candidate must be an energetic professional who doesn't mind wearing multiple hats.
9. Willing to handle a wide range of administrative and executive support-related tasks and learn to work independently with little or no supervision.
10. Innovator & self-starter with high energy and drive.
11. Proactive, taking initiative to identify and address challenges before they become problems.
12. Effective communicator, able to convey ideas and information clearly and convincingly.
13. Willingness to travel occasionally.
14. Fluent in English (writing & speaking).