Working at a Boutique MFO: Perspectives of an Operations and Client Servicing Professional

A Career Shift to Entrust: Embracing New Challenges

After working for 24 years in Retail Banking, I was looking for a change. When I got the call from Entrust, I deliberated but ultimately decided to take up the role of Head of Operations and Client Services. While Operations and Client Services were familiar domains for me, the Multi-Family Office (MFO) space was entirely new. Now, having completed a year here, I can confidently say that every day has been a valuable learning experience. The shift into a family office career has been transformative, offering challenges and opportunities that I had never anticipated. 

How an MFO Differs from Traditional Financial Firms

Having worked in banks before, I can say that an MFO operates in a completely different manner. Banks tend to be more retail-centric, offering standardized products and services. At Entrust, however, every service is bespoke, tailored to each client’s unique needs. This high level of customization requires a much deeper understanding of each client’s financial landscape. 

The Rewards of Working in an MFO

I am glad I took the leap into this domain. The work itself is highly fulfilling, and the culture at Entrust fosters professional growth. The independence to work, the freedom to express thoughts, and the ability to execute ideas for continuous improvement are some of the most rewarding aspects of my role. 

Delivering Personalized Client Services

Unlike traditional financial firms, where a one-size-fits-all approach is common, our work at Entrust requires us to constantly think from the client’s perspective. We must adapt our approach to fit each client’s specific needs. While certain regulatory and compliance processes remain standard, the method of execution is always tailored to ensure maximum efficiency and client convenience. This focus on providing personalized financial services allows us to create solutions that are as unique as each client’s financial situation. 

Navigating Complex Client Cases

One particularly challenging case involved the correction of a property tax amount. The process required extensive follow-ups with government departments, and we managed to resolve the issue without any intervention from the client. This experience reinforced the importance of persistence and expertise in navigating complex bureaucratic procedures. 

Building Trust and Long-Term Client Relationships

Trust is built by consistently putting the client’s best interests first. This means providing sound advice from their perspective, ensuring accuracy and efficiency in execution, minimizing their involvement in administrative processes, proactively anticipating their needs, and maintaining transparency. These principles help forge strong, long-lasting client relationships. 

The Entrust Work Culture: A Unique Experience

Client-centric, Ethical, Rewarding—these three words define Entrust’s work culture. 

To excel at an MFO like Entrust, one must be a self-starter with a proactive mindset. Honesty and integrity are also critical, as trust is the foundation of our relationships with clients. 

Seamless Collaboration for Exceptional Wealth Management

Collaboration is key to our success. Regular discussions among various teams ensure that client requirements are met effectively. We also conduct knowledge-sharing sessions and team gatherings—both formal and informal—to enhance coordination and teamwork. 

Lifelong Learning and Growth at Entrust

This past year has been an entirely new experience for me. The subject matter and the nature of client interactions have provided a steep learning curve, enriching my professional expertise significantly. 

Entrust fosters continuous learning through regular knowledge-sharing sessions, constructive feedback, and a culture of self-improvement. The bespoke nature of our client services ensures that every new case brings fresh learning opportunities. For anyone looking into wealth management careers, Entrust offers an environment where personal and professional growth go hand in hand. 

Advice for Those Considering a Career in an MFO

Be open-minded and adaptable. A hunger to learn and a commitment to delivering the best service are essential for success in this field. The work at an MFO is dynamic and requires a deep understanding of both finance and client relationships, making it a fulfilling career path for those who are up for the challenge.