Senior Associate – Client Experience (Relationship Management)

Innovation Powered | People Inspired

The Catalyst Group is a tech-focused financial services organization that is creating a spark in a one-dimensional industry. Founded in the Cayman Islands in 2020, Catalyst is a privately owned and fully independent group. We have offices and teams in 5 countries, servicing a global portfolio of clients with a wide range of strategies, structures, and requirements.

Catalyst was founded with a clear mission to reimagine financial services by sparking innovation, harnessing technology, and investing in our people and our communities.

In support of that mission, we have built an award-winning team of highly skilled, innovative, and client-centric individuals that are enabled with best-in-class technology to provide a platform that is unlike anything else in the industry.

We do things differently. We do things better.

Catalyst is a values driven organization. We challenge our people to think and operate in accordance with a set of core values: Collaboration, Innovation, Reliability & Accountability, Connected Culture, Undivided Attention, Integrity, and Transparency. These values are part of our DNA; they are the principles that guide everything that we do.

Job Description

Core Details and Responsibilities

This role is based in Brazil, ideally São Paulo but may also be Rio de Janeiro. As a Senior Associate – Client Experience (Relationship Management), you will report to the Associate Director – Client Experience (Relationship Management).

The primary purpose of this role is to ensure the effective and efficient management of client relationships and services within the markets serviced by Catalyst, most notably Brazil and the United States. 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 and supporting internal teams to facilitate onboarding, operational service delivery, client specific projects, revenue collection, and support business development initiatives aimed at revenue retention and growth.

From a high-level perspective, the core responsibilities that form your role are broken down into the following 7 categories:

• Financial Responsibilities
• Overall Client Management Responsibilities
• Internal Client Relationship Management Responsibilities
• Client Revenue Retention and Protection Responsibilities
• Accounts Receivable Responsibilities
• Marketing Support Responsibilities
• 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:

Financial Responsibilities

Includes (but not limited to) the following tasks:

• 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.
• Fee Collection – Escalate and drive revenue collection from the client base.

Overall Client Management Responsibilities

Includes (but not limited to) the following tasks:

Client Contracting and SLA Management

• Ensure that all client information (Client data, Entity/Fund data, Services, and Fees) is accurately captured in Dynamics from the point that the relationship moves from the Onboarding team into a “live environment” and is kept current.
• Ensure that all clients have a relevant and accurate Administration Services Agreement (ASA) that is kept current and matches the data in Dynamics (and vice versa).
• Ensure that all clients have an agreed Service Level Agreement (SLA) that is reviewed periodically to ensure alignment of services.

Client Relationship Management

• Work with the Associate Director to ensure that a robust and structured client management function is applied and rolled out.
• Build and maintain strong, long-term relationships with clients and business partners.
• Understand the client's needs, goals, and expectations – and ensure they are detailed in the Service Level Agreement.
• Ensure all relationship-based queries, concerns, and feedback is provided promptly.
• Assisting client with Due Diligence requirements.
• Coordinate all fund/client offboarding requirements.
• Monthly status report requirements to the Associate Director for Exco/Board reporting.
• Backup support for the Relationship Management team when required.

Debtor Management

• Follow-up on any outstanding invoices that are older than 15 days (or as required) and ensure that all Accounts Receivable for the relevant clients are kept to a minimum.

Client Meetings

• Conduct (monthly, quarterly, or ad-hoc) client review meetings with clients to ensure the highest level of client satisfaction.
• The Relationship Senior Associate must work with the internal teams to ensure they are fully aware of all open/burning issues before each client meeting. All client meetings are to have an agenda that is circulated to all participants beforehand.
• All meeting notes are to be updated in Dynamics within 24-48 hours of the meeting.
• Joining all new client Onboarding calls with the Client Onboarding team to ensure the relationships and client requirements are fully understood from the beginning.

Client Board Meetings

• Working with the Client Service Management team to ensure that the Administration Report is sent timeously and all responsible team members are prepared for the Board meeting.
• Be the representative of Catalyst in the client Board Meeting, and ensure that all questions are answered, and action items resolved.

Client Analysis

• Work with the Business Development team to conduct in-depth assessments of the client’s needs and identify upselling or cross-selling service opportunities.
• Obtain and monitor client satisfaction feedback and management of the client-at-risk program.
• Identify trends within the client base to identify new business requirements needed.

Internal Client Relationship Management Responsibilities

Includes (but not limited to) the following tasks:

Business Development Team

• Work with the Business Development team to ensure the proposal process is completed efficiently for all opportunities with existing clients.
• Identifying all opportunities to upsell our full-service offering to our existing clients and co-ordinate with the potential upsell with the Business Development team and client.
• Working with the Business Development team to ensure that the fees presented in the existing client proposal agree to the standard rate card or aligns to the fees agreed in the existing Admin Agreement. The Business Development team is responsible for agreeing on all non-standard fee rate cards with the Chief Revenue Officer.

Onboarding of new clients/Offboarding of existing clients

• Work alongside the Client Onboarding, and Business Development team to drive the onboarding/offboarding process efficiently and ensure it is done in the most efficient and timely manner possible.
• Attend the weekly client & internal onboarding/offboarding meetings with the client onboarding team.
• Work with the Client Onboarding & Business Development teams to ensure approval by the Chief Operating Officer, and that all internal teams are aware of any non-standard requirements by the client and document accordingly.

Operational Teams

• On escalation by the Operational or Client Service Management teams, assist with client escalation for any outstanding client requirements.
• Internal Finance – All credit note requests must be logged via the credit note operational log process. No credit notes should be required for errors in Approval by the Relationship Manager.
• Daily/Weekly/Ad hoc update meetings with the Chief Client Officer to identify:
  • Escalation of any burning issues
  • Client reporting as required
  • Debtor status as required
  • Identification of any Clients-at-Risk, and facilitation of the Clients-at-Risk program as required.

Client Revenue Retention and Protection Responsibilities

Includes (but not limited to) the following tasks:

• Work with the Business Development team to increase the current book of annualized revenue from existing clients.
• 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.
• Ensuring existing clients continue to bring additional opportunities to Catalyst.
• Assist clients with any Due Diligence requirements.

Accounts Receivable Responsibilities

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

• 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.
• 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.
• Process Improvement – Identify opportunities to streamline accounts receivable processes, enhance efficiency, and reduce errors.

Marketing Support Responsibilities

Includes (but not limited to) the following tasks:

• Marketing Support – Support the company’s marketing function in the development and maintenance of our markets to ensure services are defined to meet the target market offering.
• Regulatory/Environmental Changes – Work with the Director – Corporate Development and Strategy and Chief Client Officer to ensure that any regulatory/environmental changes are communicated to clients timeously.

Risk and Compliance Responsibilities

Includes (but not limited to) the following tasks:

• Compliance Tasks – Perform routine compliance training as required.
• Ensure a culture of good governance and compliance across all clients and that this is constantly upheld.
• 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:

• Suitable and appropriate Bachelor’s degree e.g. Business Administration, Accounting, Economics, Law.
• Microsoft proficient – Word, Excel, Outlook, and OneNote; AI tools such as Claude an advantage.
• 3 – 5 years’ experience in relationship management, business development, and/or financial services (ideally from a multi-family office organization).
• 3 – 5 years’ experience in dealing with clients and managing relationships from a service perspective.
• Exposure in client profitability analysis.
• Exposure to Brazilian and US Accounting and/or Fund Administration and demonstrable experience with offshore funds.
• Exposure to Brazilian and US corporate and fiduciary industry.
• Candidate must be an energetic professional and eager to learn and grow.
• Willing to handle a wide range of administrative and executive support-related tasks and learn to work independently with little or no supervision.
• Innovator & self-starter with high energy and drive.
• Proactive, taking initiative to identify and address challenges before they become problems.
• Effective communicator, able to convey ideas and information clearly and convincingly.
• Willingness to travel occasionally.
• Fluent in English (writing & speaking).