Client Governance and Engagement Senior Executive

We want to tell you more about Mars Capital which we have done on this page, page two details our Client Governance and Engagement Senior Executive role

WELCOME TO MARS CAPITAL

Mars Capital is part of Arrow Global Group Limited, which is one of Europe’s leading integrated asset managers with €70bn Assets Under Management (“AUM”) and 2,000 employees across five jurisdictions.

Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorised by the Central Bank of Ireland and located in Dublin 2. Mars Capital has the capacity and regulatory authority to service loans secured against properties and has €8bn AUM, experiencing significant growth in recent years. We provide services that span the full lifecycle of a loan post origination, from drawdown through to loan administration, asset management, enforcement as well as syndication, securitisation, and standby servicing.

We value our relationship with our clients and believe that our deployment of dedicated, Dublin-based project and asset management teams give us a competitive advantage over other competitors who operate a shared services model across their portfolios. Placing the customer first in a simple and efficient manner in line with our regulatory obligation is our number one priority.

Our local strategic ambition is to provide value accretive services to institutional clients, while building better financial futures for our customers, clients, communities and colleagues.

Our Culture and Way of Working

We’re entrepreneurial, fast-paced and decisive, working together safely and supportively. We trust our colleagues to make the right decisions and are brave enough to acknowledge mistakes and to learn from them. Celebrating success, we reward those who help us to achieve exceptional long-term results.

We’re inclusive and encourage our colleagues to be themselves. Our culture supports the difference that makes each of us unique. We’re open and eager to embrace new ways of working and have a diverse community, enriched by our local identities that works collaboratively to build a unified and dynamic organisation.

We believe that a supported flexible working approach helps us to retain valued colleagues, enhance wellbeing, increase motivation and encourage a healthy work/life balance. If you’re interviewed, ask about the flexibility involved in this role.

Our Values

Our stakeholders expect us to act in an ethical and responsible way and this is at the heart of how we conduct our business. Our values support this philosophy, and we seek out and reward behaviours that will make us more sustainable, responsible and successful. Our values are- we succeed together; we do the right thing; we’re trusted and valued; and we’re brave and creative. You’ll hear more about these throughout the interview process.

Our STAR Awards provide a fantastic platform to send a special thank you to a colleague who may have gone above and beyond to help you, and the business succeed, or someone who has been brave and creative with their own approach to how they work. Values orientated, our Recognition Scheme plays a pivotal role in aligning and celebrating our culture and simply wouldn’t exist without colleague participation and input.

Our Environmental, Social and Governance (ESG) Commitment

We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.

Purpose of the Job:

We are looking for an experienced professional to join our team within the Client Governance & Engagement Unit. Reporting to the Head of the Client Governance & Engagement Unit, the role holder will support the day-to-day administration and governance of client mandates, oversight of performance against mandate-specific contractual obligations, and maintenance of the relationship between Mars and our Clients. The role will coordinate client queries, invoicing, customer experience reviews, audit activity, governance documentation and reporting, helping to ensure servicing obligations, customer considerations and agreed actions are managed effectively.

How You’ll Make an Impact

To ensure a best-in-class experience for Mars Clients through:

• Support the Head of Client Governance & Engagement Unit with the day-to-day governance and administration of client mandates and effective oversight of Mars performance against relevant contractual obligations.
• Support the management of client procedures and governance documentation, ensuring records, reporting packs and management information are appropriately secured, maintained and version controlled through annual and out-of-course reviews.
• Coordinate governance meetings, including preparation and collation of papers, maintenance of action logs, follow-up of agreed actions and timely escalation of outstanding matters.
• Liaise with the client in relation to query management, supporting the investigation and response preparation of ad hoc queries, resolving issues and monitoring actions through to completion.
• Support the preparation, validation and administration of client invoicing, including collation of supporting information, reconciliation of queries and maintenance of an appropriate audit trail.
• Support management in optimising revenue generation and protection through periodic floor fee analysis and preparation of proposals for upcoming contractual renewals.
• Support regular customer experience reviews by analysing customer journeys, customer feedback, complaints, appeals, operational performance and customer outcomes to identify trends, root causes and opportunities for service enhancement.
• Support customer communication reviews, ensuring communications remain clear, customer-focused, accessible and aligned with regulatory requirements.
• Help to coordinate client and internal audit activity, including information requests, evidence collation, stakeholder engagement, maintenance of audit action trackers and follow-up of findings through to closure.
• Review and embed SLA and KPI performance, associated trends and opportunities, and prepare monthly and quarterly performance updates incorporating trend analysis and forecasting.
• Support the preparation of internal and client-facing reporting packs from across the business, ensuring that management information is accurate, complete and provided within agreed timelines.
• Support the review of Client policy changes to identify any impact on Mars procedures and customer outcomes, with appropriate follow-up across relevant business SMEs.
• Support the Change Request Process by triaging new requests, confirming proposed changes with impacted stakeholders, maintaining records and monitoring agreed actions through implementation.
• Participate in customer experience projects, change initiatives, transformation programmes and bids for new business as required.
• Model company values and behaviours, demonstrating professionalism, integrity, accountability and a commitment to delivering positive customer and client outcomes.

Expertise

• Experience in client management, governance, customer operations, service improvement or a related role.
• Experience coordinating client queries, governance actions, invoicing administration or audit activity.
• Experience developing reports, KPIs and management information packs for senior stakeholders.
• Strong attention to detail and ability to work with accuracy in a highly regulated environment.
• Strong analytical capability with the ability to identify trends, risks and opportunities and translate findings into practical actions.
• Excellent written and verbal communication skills with the ability to present information clearly to technical and non-technical audiences.
• Excellent problem-solving and investigative skills with a structured approach to issue resolution and follow-up.
• Ability to manage multiple priorities and work effectively across cross-functional teams.
• Knowledge of customer journey reviews, customer feedback, complaints and customer outcome monitoring would be advantageous.
• Understanding of Irish financial services regulation, consumer protection requirements, bank outsourcing and customer conduct principles would be advantageous.
• Proficiency in Microsoft Office, with the ability to maintain accurate trackers, prepare reporting packs and support data analysis.

Central Bank of Ireland (“CBI”) Fitness & Probity Regime

This is a Controlled Function (“CF”) role as defined by the Central Bank Reform Act 2010. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.

D&I statement