Associate Onboarding (Client Experience)

Your Daily Tasks

1.      Client Onboarding Management:

Includes (but not limited to) the following tasks:

a)    Act as a key figure for all clients and project implementations into the Catalyst environment, providing support to the Associate Director in managing the full onboarding cycle.

b)    Ensuring all client queries relating to the onboarding are responded to in the applicable time period as required according to the SLA and/or urgency. 

c)     Ensure client satisfaction throughout the onboarding process

d)    Maintain and manage core systems for tracking and monitoring client onboarding stages (e.g., Microsoft Dynamics), ensuring accurate data entry for easy stakeholder access.

e)     Advocate for clients during onboarding, facilitating communication and problem resolution with various internal teams.

f)      Support the Client Onboarding team with day-to-day operational tasks to optimize workflows and project deliverables.

g)     Client training on the Core portal

2.    Investor Onboarding Support:

Includes (but are not limited to) the following tasks:

a)    Assist the Senior Associate Director and team with onboarding new and existing clients' investors into the Catalyst platform, focusing on KYC and AML requirements as needed.

b)    Support broader Investor Services functions by handling all investor-related AML and KYC documentation requests, collaborating with compliance teams to ensure regulatory adherence.

3.    Contract and Agreement Facilitation:

Includes (but are not limited to) the following tasks:

a)    Prepare and assist with key client agreements, including Service Level Agreements (SLAs), Valuation Policies (VPs), and Administration Services Agreements (ASAs).

b)    Liaise with clients, their legal representatives, and Catalyst's legal counsel to ensure terms and details of agreements are accurate, consistent, and aligned with Catalyst’s operational requirements.

c)     Support contract negotiation processes by providing strategic insights and ensuring timely resolution of outstanding matters.

4.    Banking and Intermediary Relationship Coordination:

Includes (but are not limited to) the following tasks:

a)    Manage the setup and alignment of Registrar and Transfer Agency (RTA) bank accounts for new & existing clients, collaborating with approved providers and clients' preferred providers.

b)    Oversee the integration of clients’ order management systems within the Catalyst environment, including data mapping and service level agreement alignment.

c)     Facilitate connections between clients and prime brokers or trading accounts, ensuring necessary access, file formats, and compliance measures are in place.

5.    System and Data Integration:

Includes (but are not limited to) the following tasks:

a)    Collaborate with the product team to configure and test systems for new client launches, ensuring smooth go-live transitions.

b)    Manage data transfers, including Safe File Transfer Portal (SFTP) setup, ISIN registration, Bloomberg TKR setup, and FATCA/CRS classification, coordinating all required documentation and compliance tasks.

c)     Track system configurations, updates, and integration progress within the CRM system, reporting relevant data to internal stakeholders.

6.    Operational Support and Continuous Improvement:

Includes (but are not limited to) the following tasks:

a)    Provide day-to-day support for client and investor-related queries, addressing concerns, and resolving issues in a timely manner.

b)    Assist operationalteams in resolving client-related concerns, offering operational insights and expertise to drive client excellence.

c)     Contribute to process improvements and develop new procedures to enhance efficiency and service delivery, while maintaining awareness of industry and regulatory trends.

7.     Risk and Compliance Responsibilities:

Includes (but are not limited to) the following tasks:

a)    Collect and verify jurisdiction-specific KYC and AML documents from new clients and their legal representatives, ensuring compliance for Catalyst-engaged entities (investment managers, shareholders, directors, etc.).

b)    Work with clients to gather KYC and AML documents for structures Catalyst services, such as funds, trusts, and intermediaries, maintaining compliance with jurisdictional regulations.

c)     Collaborate with compliance teams and external legal advisors to address complex KYC/AML issues and ensure accuracy and completeness of required documentation.

d)    Compliance Tasks: Perform routine compliance checks and adhere to company risk and compliance processes and policies.

e)     Control Testing: Participate in testing of operational controls and report findings.

f)      Compliance Culture - Working in tandem with Manager and Risk and Governance colleagues to instill a culture that is centered around good governance and compliance.

g)     Documentation Review: Review documentation to ensure compliance with policies.

h)     Support Investigations: Assist in compliance investigations and gather necessary information.

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:

·       Bachelor's degree/Diploma in Business Administration, Finance, or a related field.

·       Experience in the fund administration industry, with knowledge of KYC/AML procedures and operational compliance (preferably Cayman jurisdiction).

·       Proven ability to manage projects and define/implement management processes.

·       Fluent in English (verbal and written).

·       Proficiency in Microsoft Office tools, with a focus on Excel.

·       Strategic thinker with the ability to balance current and future business demands.

·       Self-starter with an entrepreneurial mindset, high energy, and drive.

·       Advanced proficiency with Microsoft 365 applications.

·       Strong organizational skills and ability to manage multiple tasks under pressure.

·       Experience in technology-based process improvements and a strong analytical mindset.

·       Effective time management skills and ability to work autonomously in a dynamic environment.

·       Collaborative team player with strong relationship-building skills.

·       Attention to detail and a proactive approach to problem-solving.

·       Ability to operate in a fast-paced environment with competing priorities.

·       Strong ethical standards and adherence to compliance and regulatory frameworks.

·       Effective communicator with an ability to engage clients and internal stakeholders professionally and empathetically.