“Being a dependable place for clients to go in time of need is important in establishing trust and confidence.”
The importance of relationships
We work closely with our partners at Intelligent Money (our pension provider) and at SEI (our custodian) as it is important that all processes work smoothly to provide our clients with the best experience. I speak regularly with my counterparts there to ensue any issues are smoothed out and information is shared.
As Head of Client Service and Operations I am also involved in a lot of meetings around improvements to the website or changes to internal processes. I chair the monthly Control Committee which reviews all controls across the business – such as timely completion of transfers, execution prices, system bugs – and ensures any changes or improvements are documented and followed up. I also work closely with the development teams to test new features and suggest ideas for the website or our internal technology infrastructure.
Towards the end of the day, I have a video call with my team – although we chat regularly online during the day this gives me an opportunity to speak to them all. It allows me to update them on what I have been working on during the day, any meetings I have attended or provide any relevant business updates. It is an opportunity to ask any questions or discuss any follow ups to ensure that by the end of the day our inboxes are all clear and all clients have been responded to.
How good communication helps
At 5.30pm we have the senior management Zoom catch-up. This allows the senior team to keep in touch and understand any pressures or successes within the different parts of the business. Having been here since the company started – in fact all our management team have been here since before our launch – Netwealth feels like a family. So now, more than ever it’s key to keep that communication open and regularly talk when we are all missing the office and the opportunity for a social event or drink after work!
In an ideal world the client service at Netwealth should be similar – open, friendly, caring and responsive. We are always available at the end of the phone, but we have the technology available for clients to check their investments via the website or mobile app at a time convenient to them.
We have a well-defined investment offering but a flexible approach to helping clients meet their investment goals with a full suite of account types, flexible portfolio structure and people on hand to chat about their individual needs.
At the end of the day
I keep abreast of developments in the industry and regulations through attending webinars or workshops arranged by our custodian SEI, PIMFA (Personal Investment Management & Financial Advice Association) or CISI (Chartered Institute for Securities & Investment). I also enjoy the FT Money show podcast to get an insight into personal finance topics that are of interest to me personally or to our clients.
After finishing work I might go for a walk or a run – I recently participated in the Citywire 10km virtual charity run with the Netwealth team – before cooking dinner, checking homework and reading my son a chapter of a classic book. Currently it’s Swallows and Amazons which has us dreaming of lakes, hills and outdoor freedom.
Please remember that when investing your capital is at risk.