Deputy Team Lead - Investor Services (Late Shift)

Sonata One is a rapidly scaling, regulated fund services and technology (fintech) business.  We're The Private Funds Clearinghouse, connecting more than 53,000 investors with 6,500 funds and 180 fund managers around the globe. Our vision is to change the paradigm of private markets investing through harmonising the end-to-end investment process within one platform. Investors benefit from a seamless, one & done experience across the fund lifecycle (from fund selection and subscription through to settlement and reporting) underpinned by a globally compliant KYC passport and 24/7 support. Fund managers can raise capital faster at a lower cost from a wider pool of pre-approved investors.  Founded in 2015, Sonata One has a presence in eight locations worldwide including the US, UK and Luxembourg, Guernsey, South Africa and Mauritius.    

We operate as #OneGlobalThread in line with our values: We challenge the norm, we change the way we think and work, by connecting systems and people, while committing to our vision and each other. We are now looking to recruit an experienced Investor Services Deputy Team Lead to join our global team.

Position Overview:  

As our Investor Services Deputy Team Leader you will be responsible for contributing and assisting the Client Services Team Lead to manage all incoming queries (via phone and email channels) from current and prospective clients on our customer support platform. The Deputy Team Lead will serve as a central knowledge base on all relevant AML/CFT laws and compliance requirements, providing guidance and technical expertise to analysts. This ensures that regulatory obligations are consistently met while supporting the development and capability of the team.

Understanding of the various services provided by Sonata One and understand relevant AML/CFT laws to act as a reference and escalation for other Client Services team members. 

Responsibilities:  

• Ensure all senior KYC reviews meet AML/CFT and quality standards.
• Interact with clients, lawyers, investors and administrators effectively and professionally. 
• Confidently perform senior reviews of KYC Profiles in collaboration with the MLRO and senior colleagues
• Oversee Business As Usual operations and deliver key projects.
• As deputy, maintain leadership presence and stability, maximising productivity of the Client Services Team.
• Coach and develop the team to boost performance.
• Identify and implement process improvements, continuously improving the efficiency, control and Client and/or Investor Experience.
• Strengthen collaboration with cross-functional teams.
• Understand the various services provided by Sonata One and understand relevant AML/CFT laws to act as a reference and escalation for other Client Services team members. 

Qualifications:  

• Experience of helpdesk, call centres, and their technology e.g. Freshdesk/Zendesk 
• Proven ability to challenge norms and drive innovative solutions in a dynamic environment. 
• Exceptional leadership skills with a commitment to mentoring and developing team members. 
• Strong communication and interpersonal skills, facilitating effective collaboration. 
• Analytical mindset with the ability to identify and mitigate complex risks. 
• Experience in optimizing efficiencies within scaling fintech organizations. 
• Proactive, organised, working efficiently and accurately, and autonomously within defined processes. 
• Take initiative, solution-oriented thinker who is approachable to all staff. 
• Excellent communicator, self-starting & capable of working with light supervision. 

Nice to have

• Practical Client Due Diligence- Advanced Certificate - ICA
• Leadership & Management - ILM Level 5 Award – ICS

Being part of Sonata One provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We’re not a big corporate. Everyone has an important role to fulfil, and your contribution will be an integral part of our success story.   

Benefits:   

• Private Medical Insurance – Comprehensive coverage to support your health 

• Life Insurance – Peace of mind for you and your loved ones 

• Income Protection – Financial support when you need it most 

• Hybrid Working – Supporting work/Life Balance 

• Annual Leave – With extra days that grow the longer you’re with us 

• Pension Scheme – Employee matched helping you plan confidently for the future 

• Wellness Budget – Investing in your health with a gym membership 

• Employee Assistance Program – Confidential, 24/7 support for life’s ups and downs 

• Enhanced Maternity, Paternity & Adoption Leave – Because family matters 

• Career Training & Development – Ongoing learning opportunities to help you grow 

• Paid Volunteering Day – Take time to give back to causes you care about