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Qualification:
MBAJob Description:
Purpose:The Head of Business Support is responsible for creating a seamless, high-quality client
experience while ensuring operational robustness, cost discipline, data integrity,
regulatory compliance, and technology excellence across Sicomoro.
The role acts as the central nervous system of the organisation, enabling Relationship
Managers and Ideation teams to operate with speed, accuracy, confidence, and optimal
cost efficiency, thereby supporting scalable and sustainable
growth.
Key Responsibility Areas :
1. Client Service Excellence .
- Build and lead a high-performance Client Servicing function that delivers a consistent, premium client experience across all touchpoints, while ensuring optimal utilisation of servicing resources.
• Oversee end-to-end client lifecycle management, including:
- Client KYC and onboarding o Account opening and documentation
- Coordination of fund deployment in collaboration with Relationship Managers
- Handling service requests promptly, accurately, and efficiently •
- Ensure timely and accurate sharing of client reports, both periodic and on-demand, with deep familiarity and effective usage of the Wealth Spectrum system, while minimising manual interventions.
- Act as the guardian of service quality, ensuring seamless interaction, responsiveness, and reliability in every client engagement without compromising cost discipline.
- Establish service benchmarks, turnaround times, and escalation protocols that balance service excellence with productivity and efficiency.
2. Operational Excellence, Cost Control & Platform Robustness :
- Lead the Operations team to ensure the organisation is supported by robust systems, streamlined processes, and strong internal controls.
- Maintain data integrity, reconciliation accuracy, and operational discipline across all platforms and workflows.
- Drive cost control initiatives by continuously improving process efficiency, reducing rework and redundancies, and optimising vendor and partner costs.
- Manage and strengthen relationships with all third-party partners, including:
- Brokers
- Banks
- Asset Management Companies
- Custodians
- Data, research, and technology partners
- Ensure smooth integration, reconciliation, and responsiveness of all systems to improve productivity, reduce operational risk, and optimise cost-to-serve.
- Continuously identify bottlenecks and inefficiencies and drive process automation, simplification, and standardisation.
3. MIS, Reporting & Management Intelligence :
- Design, extract, review, and present Management Information Systems (MIS) that provide clarity on:
- Business performance
- Client servicing efficiency
- Operational productivity
- Cost efficiency and utilisation metrics
- Risk and exception tracking
- Ensure MIS is accurate, timely, actionable, and decision-oriented, enabling leadership to track whether Sicomoro is operating efficiently and cost-effectively, like a well-oiled machine.
- Act as the custodian of operational, service, and cost dashboards that align day-today execution with strategic and financial objectives.
4. Client Relationship Intelligence & Experience Design :
- Develop direct relationships with clients to build active intelligence on client expectations, preferences, and evolving needs.
- Serve as an internal voice of the client, translating feedback into experience enhancements and service innovations, while maintaining operational efficiency.
- Work closely with Relationship Managers to ensure Sicomoro is positioned not just as a service provider, but as a trusted, experience-led partner.
- Continuously raise the bar on how Sicomoro delights clients through consistency, anticipation, finesse, and efficient execution.
5. Technology Excellence & Digital Adoption:
- Track, evaluate, and implement technology upgrades and new solutions that improve productivity, accuracy, scalability, and cost efficiency.
- Lead technology integration initiatives across servicing, operations, and compliance with a clear cost-benefit and ROI mindset.
- Ensure organisation-wide education, adoption, and effective usage of technology platforms to maximise return on technology investments.
- Act as the bridge between business teams and technology partners to ensure tools are intuitive, relevant, and value-accretive.
6. Cross-Functional Collaboration & Team Synergy :
- Ensure strong coordination and teamwork across three critical groups:
- Relationship Team
- Operations & Servicing Team
- Ideation & Investment Team
- Conduct periodic cross-functional meetings to:
- Align objectives
- Resolve operational or service friction
- Improve collaboration, turnaround time, and productivity • Proactively identify and address inter-team issues before they impact clients, costs, or efficiency.
- Foster a culture of shared ownership, accountability, and mutual respect with a strong cost-conscious mindset.
7. Regulatory & Compliance Excellence :
- Oversee the Compliance function to ensure strict adherence to regulatory, statutory, and internal governance requirements.
- Ensure timely and accurate compliance reporting, audits, and filings in a disciplined and efficient manner.
- Embed compliance as a culture of trust and discipline, ensuring controls are effective without unnecessary operational complexity or cost burden.
- Proactively monitor regulatory changes and ensure systems and processes adapt efficiently.
8. Team Leadership & People Development:
- Lead, motivate, and develop three core teams:
- Client Servicing
- Operations
- Compliance
- Set clear expectations, KPIs, and accountability frameworks with a strong focus on productivity, efficiency, and cost discipline.
- Build a culture of ownership, precision, learning, and continuous improvement.
- Act as a mentor and sounding board for team members, ensuring high engagement, capability development, and retention.
Overall Outcome Expectation:
The Head of Business Support is expected to ensure that:
- Clients experience Sicomoro as effortless, responsive, and premium.
- The organisation operates with precision, scalability, strong cost control, and regulatory confidence.
- Teams work in harmony, supported by efficient systems, clear processes, and disciplined execution.
- Leadership receives clear visibility into performance, productivity, and cost efficiency.
- Sicomoro’s promise of trust, finesse, and excellence is delivered consistently and sustainably.