- The role of Client Engagement Manager is to lead Optiva's office-based Client Engagement team to convert 25% of qualified walk-in and inbound leads into multi-product fee income, while safeguarding HNW service standards, regulatory compliance, and data discipline across investment-immigration, international real estate, and complementary financial-service products.
DUTIES & RESPONSIBILITIES:
- Welcome & profile all walk-ins/referrals; run a structured ≤ 30-min discovery and set clear next steps.
- Map client goals to investment-immigration, international real-estate, and cross-sell options.
- Produce a priced, optioned proposal within 24 hours, with assumptions and an acceptance path.
- Handle objections using approved playbooks; loop in SMEs for legal/tax/fees; keep within compliance scripts
Pipeline & CRM Discipline
- Log every interaction on the same business day; maintain ≥ 95% mandatory fields, accurate stage/probability, and a dated Next Action.
- Maintain healthy pipeline coverage and eliminate "orphan" leads.
- Store documents/consents via approved channels only (SharePoint/secure links).
Follow-up, Conversion & Handover
- Time-box follow-ups; convert proposals to closes; collect passport data page/CV and any intake docs.
- Hand over a clean pack to the Executive Office within 30 minutes of payment; confirm receipt in Optimus.
- Send a 5-sentence summary email to the client (cc RM/CE Lead) that mirrors the CRM Next Action.
Client Experience & Retention Support
- Trigger NPS/pulse after visits; close the loop on detractors within 24 hours.
- If a client gives poor feedback (low NPS), phone them within one business day, apologize, fix the issue, and confirm they're satisfiedthen record what you did.
- Run retention call-backs/campaigns for existing clients; surface upsell/cross-sell signals to RM/CE Lead.
- Proactively check in with existing clients so they stay engaged (renew, refer, or buy again).
- Meet a ≤ 4-hour response SLA to client/prospect messages during business hours.
Reporting, Insight & Continuous Learning
- Submit a daily activity log and weekly pipeline report; flag blockers with owners & dates
- Turn prospect feedback into script/process tweaks and track impact.
- Complete quarterly product & sales-skills modules; stay current on programme changes and update talk tracks/templates.
Collaboration & Governance
- Coordinate with Marketing (events/leads), Processing (handover), Customer Support/Admin (scheduling).
- Marketing (events/leads): Get the attendee list before events; confirm your outreach window after. Give Marketing feedback on which messages worked and which leads converted.
- Respect AML/KYC and data-privacy boundaries; never give legal/fees advice beyond script; no cash handling follow escalation protocols.
- Perform other duties as assigned within SOPs, SLAs, and compliance guardrails.
- 35 - 45 years of age
- Bachelor's degree in Business, Finance, Economics, Law, Engineering or related discipline (MBA preferred/advantageous)
- 10+ years of experience in inside sales, client success, or relationship management roles
- Minimum of 5 years in team leadership and coaching capacity
- Direct exposure to wealth management, luxury real estate, and/or private banking sectors can be an advantage
- Proven record of building trust with high-net-worth clients, managing complex client portfolios, and driving measurable business outcomes
- Proven record of maintaining compliance, data integrity, and complete audit trails
- Consultative selling approach: diagnose client needs before prescribing solutions
- Pipeline coaching and conversion optimization
- CRM & Excel proficiency for accurate data capture, quick sourcing, and analysis
- Strong objection handling: reduce fear or friction without overselling
- Event facilitation: translate attendance into qualified meetings and opportunities
- Microsoft 365 scheduling fluency: Outlook & Teams Calendar expertise (time-zone aware invites, agendas, Teams links, attendee management, and attached documents)
- Calendar discipline: schedules follow-ups immediately, maintains reminders, logs next actions, and resolves conflicts within 24 hours
- Executive presence with polished presentation and assertive yet empathetic client engagement style Strong communication and active listening skills
- Persuasion, negotiation, and closing ability
- Critical thinking and problem-solving orientation