Operations & Client Experience Manager - Cayman Islands

Overview of role

Join Walkers Professional Services (WPS) – shape the future with an industry leader

Walkers Professional Services (WPS) is a dynamic, fast-growing provider of corporate, fiduciary and regulatory services to leading private equity firms, hedge funds, CLO managers, trusts, and global financial institutions.  With over 400 professionals across eight locations globally, we combine the strength of private equity backing with Walkers’ trusted reputation to deliver seamless, tech-enabled solutions that help businesses to thrive and meet responsibilities with confidence.

As we invest in cutting-edge technology and expand our global footprint, we offer ambitious professionals the opportunity to achieve new career heights and make a real impact.

Why Join WPS?

If you thrive in dynamic environments and want to work with industry leaders, you’ll love what we offer:

A growth platform – backed by strategic long-term co-investment from Vitruvian Partners and Walkers law firm, accelerating innovation and opportunity.

Blue-chip client base – work with the best on high-impact, cross-border projects with leading global institutions.

Global reach, deep local expertise – collaborate across major investment hubs worldwide.

Empowered culture – a “grown-up” environment that values clarity, collaboration, and commerciality.

Tech-enabled and client centred mindset – leverage technology to build smarter, more efficient service models.

A role which embodies and delivers our business vision, bringing our values and culture to life across the business: including through our office operations and environment, the client experience and our people culture. This position ensures the seamless day-to-day functioning of the office while elevating service standards, driving employee engagement, and enhancing the overall client journey.

Duties, Responsibilities & Person Specification

Office Operations & Infrastructure

• Oversee all day-to-day office operations to ensure efficiency, consistency, and scalability
• Implement and refine operational processes aligned with global best practices
• Act as the central point of coordination across departments
• Ensure service continuity through training to ensure that cover is available for absences

Client Experience & Service Excellence

• Design and implement a best-in-class client experience strategy across all touchpoints
• Elevate service standards, drawing on luxury hospitality principles
• Partner with our Client Relationship team to help identify opportunities to enhance
• client engagement and retention through service excellence across the various service lines in the Cayman office

Workplace Culture & Engagement

• Lead initiatives that foster a high-performance, positive, and collaborative office culture
• Drive employee engagement and morale programs
• Act as a cultural ambassador aligning teams with company values

People

• Partner with HR and others on onboarding, training, and development initiatives
• Ensure consistency in communication and execution across teams, including
• supporting senior leadership to help facilitate this
• Drive DEI initiatives to support a truly inclusive environment
• Support change management, proactively supporting teams and individuals

Reception & First Impressions

• Oversee front-of-house operations to ensure a professional, polished, and welcoming
• environment
• Set and embody standards for how clients and stakeholders experience the office and WPS staff members on-island as brand ambassadors

Strategic Support to Leadership

• Act as a key partner to senior leadership in improving operational effectiveness
• Identify gaps, inefficiencies, and opportunities for improvement
• Support execution of key business initiatives at the office level

Education, Skills & Experience

• 10+ years of experience in, client experience, luxury hospitality, or high-touch service
• environments, ideally with exposure to high-net-worth individuals (HNWIs)
• Strong track record of delivering exceptional client experiences and implementing high
• service standards as well as providing ongoing training
• At least 2-3 years' demonstrated experience of successfully leading, engaging and motivating teams, including through periods of change
• Demonstrated ability to manage conflict to successful resolution
• Demonstrated ability to oversee complex operations and maintain consistency across multiple functions, including managing:
• diverse stakeholders to achieve a common goal
• conflicting priorities to achieve a successful outcome
• Demonstrated ability to identify and drive operational efficiencies that improve client service and/or cost efficiency in tangible ways
• Experience of collaborating with senior leadership and influencing cross-functional teams
• High level of professionalism, discretion, and emotional intelligence, with a polished and client-facing presence

Walkers offers a dynamic working environment with opportunities for career progression and an excellent remuneration package, including a discretionary performance-based bonus, pension and fully covered health insurance for employees and 5 weeks' vacation. Remuneration will commensurate with qualifications and experience.

Please note that Walkers will not accept any applications received from agencies at this time. Only candidates selected for interview will be contacted after the closing of the role.

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