Senior Support Specialist, Wealth Management in our office in Dubai

The Senior Support Specialist, Wealth Management will be responsible for delivering high-quality operational support to wealth and asset management clients, acting as the primary coordination point between clients, relationship managers, internal teams, and external service providers.

The role focuses on client experience, investment servicing, reporting, and service-provider coordination, ensuring seamless onboarding (via Compliance/Sumsub), transaction execution, and ongoing portfolio servicing across Equiti Wealth's institutional fund platform.

This position does not perform KYC reviews or compliance approvals but plays a critical role in coordinating onboarding workflows and ensuring clients become operationally ready post-approval.

Responsibilities

Client Servicing & Relationship Support

• Act as day-to-day servicing contact for assigned clients and relationship managers.
• Handle client queries relating to portfolios, transactions, balances, statements, and fund information.
• Provide timely updates on subscriptions, redemptions, settlements, and operational status.
• Support relationship managers with operational inputs for client meetings and reviews.
• Maintain proactive and professional communication to ensure strong client experience and retention.
• Work within defined SLAs for client response times, transaction processing, and reporting delivery.

Client Onboarding Coordination (via Compliance & Sumsub)

• Coordinate onboarding between clients, Relationship Managers, Compliance, and Sumsub.
• Track onboarding progress and follow up on outstanding documentation or approvals.
• Guide clients through onboarding workflows and platform usage where required.
• Ensure clients are operationally ready once Compliance approval is completed.
• Serve as operational liaison between clients and platform development team during onboarding for feature requests and issue resolution.

Investment Servicing & Transaction Support

• Support processing of subscriptions, redemptions, switches, and cash movements.
• Track order execution and settlement status with Fund Administrator and Custodian.
• Distribute contract notes, confirmations, and transaction summaries to clients.
• Monitor settlement timelines and proactively chase pending items.
• Support cell-specific transaction processing and reconciliation.
• Flag unusual transaction patterns or client requests requiring Compliance review.

Reporting & Client Deliverables

• Prepare and distribute portfolio statements, transaction summaries, and performance reports.
• Support ad-hoc client reporting requests.
• Ensure NAVs and fund data are accurately reflected on internal systems and client platforms.
• Support cell-specific reporting and NAV reconciliation.

Service Provider Coordination

• Liaise with Custodian, Fund Administrator, Transfer Agent, and internal teams on operational matters.
• Follow up on breaks, delays, and discrepancies.
• Escalate unresolved issues appropriately and track closure.
• Coordinate with institutional fund managers (State Street, Franklin Templeton, BlackRock, etc.) on operational matters affecting client portfolios.

Controls, Documentation & Governance Support

• Maintain records of client instructions and communications.
• Support Compliance and internal audit requests.
• Ensure servicing activities align with prospectus terms and internal operating procedures.
• Maintain audit trail of client communications via CRM/ticketing system.

Process Improvement & Platform Support

• Assist in documenting servicing workflows and SOPs.
• Identify recurring client issues and recommend operational or platform enhancements.
• Participate in UAT/testing of onboarding and servicing features.
• Serve as operational liaison between clients and platform development team for feature requests and issue resolution.
• Contribute to team capacity planning and scalability initiatives as client base grows.

Skills & Competencies

• Strong client servicing mindset with attention to detail
• Understanding of fund operations, custody, and investment servicing workflows
• Excellent communication and coordination skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong follow-through and ownership mentality
• Comfortable working across technology platforms and operational systems
• Ability to work within defined SLAs and metrics-driven environment
• Experience with CRM and ticketing systems for client service management