Global Head of Relationship Management –… at Waystone · London

Global Head of Relationship Management – Administration Solutions

Location: London, Greater London

About Waystone

Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.

Summary: The role is an integral part of the group, AS business and plays a pivotal role in the management of the customer base and of the AS RM team in proactively managing and supporting customers from a service satisfaction, commercial and internal support perspective.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The key responsibilities of the role are broken down as follows:

Service Satisfaction

• Manage directly assigned clients and oversee the coverage of all AS clients both clients covered directly by the forming Relationship Management function in each region but also indirectly covered clients by business/operational leaders in fund administration or corporate services.
• Co-ordinate a consistent coverage model under AS RM program ensuring best in class engagement design to support BAU client delivery satisfaction, C-suite engagement, group/product/business strategy communication, regular visit schedule, client event drive and in coordination with BD to maximise the growth potential of the client base.
• Create a documented RM program as above targeting agreed top 30-50 clients. Have an identified lower level program & operational cover map for all other clients in AS business.
• Promote and embed a best-in-class client service culture within AS business in order to be responsive to customer needs, develop a partnership approach, rapport with customers, external parties in order to deliver top level customer satisfaction and maximize the potential for repeat business from each customer.
• Engage with RM teams across Waystone to deliver a consistent level of service and model across countries and products, in particular for global relationships who engage Waystone across multiple products and multiple countries.
• Act as escalation point and Executive Sponsor for administration clients, investment managers, Fund Sponsors and Promoters

Commercial

• Work closely with the Relationship Management teams on RM Owned Accounts to develop and maintain Account Plans and ensure that commercial and cross sell opportunities are identified and pursued in order to grow revenue, in conjunction with Business Development teams as may be necessary.
• Ensure Relationship Managers are aware of the commercial terms and profitability of each of their relationships and ensure remedial action is taken to maintain or grow profitability levels and to minimize Accounts Receivable. Lead periodic reviews of revenue and profitability across clients to ensure sufficient revenue growth and profitability levels are maintained.
• Support business development on RFP’s / RFI’s, onsite visits, client pitches, due diligence and represent Waystone at external events, meetings and conferences. Maintain a strong external network across depositaries, auditors, law firms and other ecosystem partners.
• Maintain awareness of market developments, regulatory changes, and industry trends, ensuring proactive evolution of business practices.
• Champion the company’s culture and values by fostering collaboration, cross‑functional teamwork, and open communication.

Internal Support & Team Management

• Work closely with global business head, product and operational leaders to ensure customer feedback and concerns are communicated internally and delivered on or responded to.
• Work closely with internal teams to ensure Waystone business and regulatory needs are communicated to clients and ensure they take required actions including the support of regulatory intelligence build out.
• Drive mechanisms to monitor service creep and robust KPI management.
• Team management to ensure Relationship Manager skills are level appropriate for both soft skills and technical, product and regulatory knowledge to best meet customer needs and expectations

REQUIREMENTS

• Motivated with enhanced interpersonal skills and adept at building client relationships;
• Exceptional communication, interpersonal, and stakeholder‑management skills.
• Highly organised, adaptable, analytically strong decision‑maker with the ability to set priorities and execute effectively.
• Collaborative, service‑oriented leadership style with a commitment to continuous improvement and alignment with organisational values.
• Minimum 15 years’ experience in an investment funds environment.
• Fund administration experience vital
• Client facing background with presentation skills.
• Strong academic background including a Degree in Finance/Business/Economics or related field.
• Strong IT skills including MS Office (Word, Excel, PowerPoint, etc.)