ABOUT US:

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

The Senior Associate vacancy is for someone with a proven reception and front desk experience who likes to work with clients, who is charismatic and a problem solver. Good English and French mandatory. Capable to do easily all reception tasks with little or no supervision. Treatment of emails, calls, requests, complaints and also to supervise the Junior Associates in all taskings explained on the daily checklist, 
The Senior Associate upon request can be trained and ask to manage and train the junior associates to back up a Manager or Director. 

The Senior Associate role is fully at reception and can be trusted back-office tasks from time to time.

The Senior Associate reports directly to the Manager or Director of Business Office Services. His/her/they main task is to guarantee a smooth operation of the reception in all buildings, the business centre(s) client experience, as a reliable back-up to the Manager and Director in all daily operational areas of the centre(s), maintaining and supervising the centre(s) quality of standards, keeping a professional and solutions oriented service to clients on a daily basis. That includes the customers of the centre(s), prospects, suppliers and visitors. And also a significant support to the Director during to increase sales and profitability by keeping clients satisfied and employees motivated.

The main tasks of the “Senior Assocuate” are as follows:

CENTRE QUALITY OF STANDARS

1.  Be present at all receptions on a full shift Front Desk. Check daily emails, requests, phone calls, and participates, controls and ensure that the centre(s) quality standard checks are done daily, weekly, monthly, and quarterly to maintain a high level of service and centre readiness. (Areas includes: Reception desks, Kitchens, Meeting rooms, bathrooms, occupied and vacant offices, hall ways, car park, building external area, archives/stock rooms, terrace, elevators, printing areas, physical mailbox, etc.)
2. An important contact to all suppliers to ensure a smooth running of the business centre(s) and report to peer Senior Associates, the Manager or Director any situation to guarantee the business continuity of the centre(s) and standards (e.g. cleaning company, IT and Telecom provider, Building Maintenance, etc.)
3. Participate upon request with other Senior Associates in any refurbishment work or Facility Projects demanding a study and action plan to satisfy customers or prospects office setup requests.
 4. Keep a positive under stress proactive approach, suggest and optimize security and control of access to the premises, with no exception, to contribute to the safety of all physical person in the business area.
5. Active agent, in Fire Drills and Evacuation Exercise taken place once or twice a year.
6. Participate to the preparation and supervision that all vacant offices are ready to be visited by prospects as “Show Offices” upon a client’s departure. Supervise that every vacant office and common area is ready and controlled before a prospect tour.
7. Conduct buildings audits upon request with the Cleaning Company, on a regular basis to ensure a smooth overall client satisfaction and centre cleanliness. 

WELCOMING IN PERSON AND BY PHONE

1.  Warmly welcoming of customers, meeting room’s participants, AD staff, suppliers and prospects during visits to the business centre(s). A professional representation and back of the Centre Manager or Senior Manager at all times.

2.  Taking care of the switchboard daily calls.  

3. Perfect knowledge and supervision of the daily activities, demands taken in person, by email or phone. Delegating when necessary and using time management.  

HANDLING CLIENT COMPLAINTS

1. Master client’s complain handling and provide feedback to the team, Manager and Director when necessary to ensure clients satisfaction and follow up.   Handle the requests or claims in a professional manner according to the appropriate technics and find, as fast as possible, the right answer by involving and informing the team.  

2. Provide support to the junior associates team when the Manager or Director request it or when not available. Model and represent the company having a senior posture and self-control.   

3. Follow up any complaints handled by the team that could affect the quality of the service and client satisfaction.
4. Treat daily and supervises the centre email box to ensure all requests are treated and met, followed and resolved on a timely manner.

IT AND TELECOM

1. Manage and Setup clients IT and Telephone request upon arrival or at any stage.
2. Participate in any project related to the IT infrastructure and Telephone Service provided per Business Centre Locations.
3. Technical expertise in computer issues and telephone units’ instructions (suitable)

PARCELS – MAIL / FOWARDING

1. As the other member of the staff, receives, sort, encodes, delivers, and forward the post mail for customers respecting the instructions.  

2. Apply and verifies that the process of incoming and outgoing Parcels and Registered mail of the customers are fully respected by the team. Correct and provide guidance when necessary.
CONCIERGERIE/CUSTOMER SERVICE
1. Participate and motivate the team to ensure a great client experience by organising yearly events (Easter, Halloween, Christmas) decorations of the centres and client surprises to maximise client retention.

2. Provide a follow up that a fast and efficient service concerning the following services are met: Administrative work, telephone, fax, mail courier, bookings, and become a real support to the team.

PROFITABILITY OF THE BUSINESS CENTRE

1. Provide the lowest cost possible, when finding solutions linked to maintenance or supplies to business centre. Ensures 2-3 supplier’s quotations are obtained at all times.

2. Know by heart the office price list, contribute to the upselling of services by customers and show the example to the team on a daily basis to keep a profitable margin between 35-45% and above when necessary.

3. Participate and negotiate the best rates with local and new suppliers, for services added to the price list. 

4. Assist the Manager or Director to double control any invoicing linked to operations that do not seems justified or need clearance.

5. Work closely with others Senior Associates and Manager to keep a smooth daily roster, presence and cover all receptions. 

6. Could be asked to be a back of a Senior Officer or Manager in charge of a specific tasks when needed, or during holidays. (meeting rooms, office service agreements / contract, recurring and non-recurring invoices, one to one meeting, etc.) 

7. Actively contribute to the profitability of the centre (EBIT) by all actions and services rendered to the customers.

COMPLIANCE AND KYC  

1. Is able to assist Senior Associate, Manager or Director in the preparation of GCAC files for BOS CAC MEMOS. 

This list is not exhaustive and can be enriched according to the needs of the business centre. 
Generally, the officer must provide to the customers and visitors a service that meets the standards of Business Office Services in any circumstances. 

WHAT WE OFFER

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 

Our global benefits also include:

• Support for professional accreditations such as ACCA and study leave 
• Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• 24/7 support available from our Employee Assistance Program 
• The opportunity to invest in our growth and success through our Employee Share Plan 
• Plus additional local benefits depending on your location 

Equity in every sense of the word:

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. 

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.

We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. 

(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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