Jobs at Optiva Capital Partners

POSITION DESCRIPTION

• The role of Client Engagement Specialist 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.

NOTE: This is not a customer service role

JOB RESPONSIBILITIES

Prospect Engagement

• Welcome & profile all walk-ins/referrals; run a structured ≤ 30-min discovery and set clear next steps.

Consultative Selling

• 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/Cand 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 satisfied—then 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.

KEY SKILLS & COMPETENCIES

• 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
• High emotional intelligence (EQ)
• Data-driven, process-oriented, and detail-focused
• Integrity, professionalism, and ethical decision-making
• Positive mindset, willingness to learn, and self-motivation

QUALIFICATIONS & EXPERIENCE

• 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

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POSITION DESCRIPTION

• As a Business Manager, you are responsible for sourcing, developing, and managing high-quality High-Net-Worth leads, and providing strategic oversight to ensure a strong pipeline that supports the conversion of a minimum of two fee-paying clients per month across immigration and real estate services. In addition, based on performance, you may be assigned leadership responsibilities including guiding and supporting Relationship Managers to achieve their lead-generation targets.

JOB RESPONSIBILITIES

• Perform daily field canvassing (malls, offices, events) to collect prospect data and secure discovery calls.
• Conduct needs-analysis calls and position Optiva’s investment-immigration and international real-estate products against client goals.
• Book qualified prospects into Head-Office meetings, confirm calendar slots, and issue pre call briefs.
• Update CRM within 24 hours of every interaction; track deal stage, next action, and probability.
• Collect and upload all required client documents per AML policy; liaise with Processing for gaps.
• Escalate complex cases to Product Specialists; follow up to closure and document decisions.
• Complete mandatory product certifications and quarterly sales-skills refreshers.
• Stay abreast of immigration policy and real estate market shifts.
• Present weekly funnel health to Team Lead and agree on field route and activity targets.
• Uphold Optiva’s grooming, punctuality, and ethical-selling guidelines at all times.
• Analyze investment opportunities and immigration programs to tailor solutions that meet clients' specific needs.
• Develop comprehensive and compelling investment packages for presentation to clients.
• Work with all stakeholders in the organization; marketing staff, processing, customer support and admin.
• Analyze customer (prospect) feedback and develop new techniques to ensure prospect satisfaction; provide excellent customer service.
• Carry out any other duties as assigned by direct report or the Chairman.

KEY SKILLS & COMPETENCIES

• Persuasive storytelling and objection-handling
• Basic financial-product literacy CRM and MS Excel fluency
• Social-media prospecting and outreach
• Strong interpersonal and presentation skills
• Excellent grooming and client etiquette
• Resilience to rejection and persistence in prospecting
• High ethical standards and integrity
• Comfort with weekend or after-hours engagement
• Coachability and willingness to learn

QUALIFICATIONS & EXPERIENCE

• 32 – 42 years of age
• 10+ years of progressive experience in front-office revenue roles, including 5+ years leading multi-branch or multi-unit teams.
• Proven track record within wealth management, investment immigration, private banking, and luxury real estate sectors.
• Bachelor’s degree in Business, Finance, Economics, or Law; an MBA, CFA, or CISI certification is an added advantage.
• Experienced in managing high-net-worth client portfolios and ensuring regulatory compliance
• Proven cold-outreach volume of ≥ 20 prospects per day