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About the Role

The role holder shall act as the designated representative of the Trustee within the Custody Department and support the Trustees in the oversight of the Real Estate Investment Trust (REIT). The position holder shall monitor and coordinate activities relating to the REIT to ensure compliance with the Capital Markets Authority (CMA) Act, REIT Regulations, Trust Deed, Offering Documents, and other applicable laws and regulations. 

Key Accountabilities

Regulatory Compliance Monitoring

• Monitor the REIT's operations and activities to ensure compliance with:
  • CMA Act and Regulations.
  • REIT Regulations and Guidelines.
  • Trust Deed.
  • Information Memorandum/Prospectus.
  • Applicable laws and industry best practices.
• Maintain a compliance monitoring framework and compliance checklist for all Trustee oversight obligations.
• Review periodic compliance reports submitted by service providers.
• Identify and escalate actual or potential regulatory breaches to the Head of Custody Services.
• Track remedial actions and ensure timely closure of compliance findings.

Trustee Oversight and Administration

• Support the Trustee in carrying out its fiduciary duties under the Trust Deed and applicable regulations.
• Monitor activities of:
  • REIT Manager.
  • Property Manager.
  • Fund Administrator.
  • Custodian.
  • Valuers and Auditors.
• Review Trustee reports, management reports, and performance reports.
• Ensure Trustee records are maintained accurately and securely.
• Maintain an action log for Trustee matters and follow up on implementation.

 Governance and Reporting

• Coordinate Trustee meetings and stakeholder engagements.
• Prepare meeting packs, agenda papers, minutes, and action trackers.
• Review board and committee papers submitted by the REIT Manager.
• Prepare periodic Trustee monitoring and compliance reports.
• Coordinate submission of statutory and regulatory reports as required.

Financial and Operational Monitoring

• Review periodic financial statements and operational reports of the REIT.
• Monitor key performance indicators and financial covenants.
• Review distribution calculations and investor payment schedules.
• Monitor asset acquisition and disposal transactions to ensure compliance with approved mandates and regulatory requirements.
• Follow up on material issues affecting REIT performance.

Stakeholder Management

• Act as the day-to-day Trustee contact point for all REIT-related matters.
• Liaise with:
  • Capital Markets Authority.
  • REIT Manager.
  • Custodian.
  • Property Managers.
  • Auditors.
  • Legal Advisors.
  • Valuers and Consultants.
• Facilitate information sharing between stakeholders and the Trustee.

Risk Management

• Monitor risks arising from REIT operations.
• Escalate significant operational, financial, legal, compliance, and reputational risks.
• Maintain a register of key Trustee observations and risk issues.
• Track implementation of risk mitigation actions.

Documentation and Record Management

• Maintain complete Trustee files and records.
• Ensure safekeeping of:
  • Trust Deeds.
  • Regulatory approvals.
  • Material contracts.
  • Compliance certificates.
  • Board resolutions.
  • Valuation reports.
  • Audit reports.
• Maintain an updated repository of REIT documentation.

Internal Coordination

• Provide regular updates to the Head of Custody Services on all REIT matters.
• Escalate matters requiring Trustee decisions.
• Support preparation of reports for Trustee Committees and Management.

Additional Key Responsibilities: Relationship Manager – Custodial Services

Client Relationship Management

• Serve as the primary point of contact for assigned custodial services clients, ensuring high levels of client satisfaction and retention.
• Develop and maintain strong relationships with institutional clients, pension funds, asset managers, and other custody clients.
• Conduct regular client meetings and service reviews to understand client needs and identify opportunities for service enhancement.

Client Onboarding and Account Management

• Coordinate the onboarding of new custodial clients, ensuring all account opening requirements, regulatory documentation, and internal approvals are completed promptly.
• Monitor client accounts and transactions to ensure seamless service delivery and compliance with service level agreements (SLAs).

Business Development and Cross-Selling

• Identify opportunities to deepen existing client relationships through the promotion of additional custody, trustee, REIT-related, and capital market services.
• Support business development initiatives aimed at growing the custodial services portfolio and increasing assets under custody.

Issue Resolution and Service Excellence

• Proactively address client concerns, complaints, and operational issues, coordinating with internal departments to ensure timely resolution.
• Monitor client service performance and implement measures to improve service quality and client experience.

Stakeholder Engagement

• Liaise with fund managers, brokers, regulators, trustees, custodians, legal advisors, and other stakeholders to facilitate efficient service delivery.
• Maintain effective working relationships with internal teams including Operations, Compliance, Finance, Risk, and Business Development.

Client Reporting and Communication

• Ensure clients receive accurate and timely reports, statements, market updates, and regulatory communications.
• Prepare and present relationship management reports, including client activity, service performance, and business opportunities.

Regulatory and Compliance Support

• Ensure all client relationships and transactions comply with applicable regulatory requirements, internal policies, and custody service standards.  
• Support compliance reviews, audits, and due diligence processes relating to custodial clients.

Additional Key Performance Indicators (KPIs)

• Client retention rate.
• Client satisfaction scores.
• Growth in assets under custody.
• Number of new custodial relationships established.
• Turnaround time for client issue resolution.
• Revenue generated from existing and new client relationships.
• Compliance with service-level agreements and regulatory requirements. 

Qualifications

• Bachelor’s Degree in a business-related field.
• Over four (4) year’s Operations experience in the banking industry 

Any one or a combination of:

• CISI Qualification.
• Chartered Financial Analyst (CFA).
• Certified Public Accountant (CPA).
• ACCA.
• Certified Investment and Financial Analyst (CIFA).
• Chartered Institute for Securities & Investment (Level 3 and above).
• ICSA/Corporate Governance Certification.
• Risk Management or Compliance Certification. 

Competencies

Technical Knowledge

• Knowledge of REIT Regulations.
• Understanding of CMA Rules and Regulations.
• Understanding of Trustee fiduciary responsibilities.
• Knowledge of custody and fund administration operations.
• Understanding of investment and financial reporting.
• Risk management and compliance monitoring skills.

Competencies

• Strong analytical skills.
• Excellent report writing skills.
• High level of integrity and professionalism.
• Attention to detail.
• Strong communication and stakeholder management skills.
• Ability to work independently with minimal supervision.
• Good organizational and planning skills.
• Sound judgment and problem-solving abilities. 

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About the Role

The Property advisor is responsible for selling of properties listed with the digital property business unit (both private and publicly developed), guiding customers through the initial stages of the property acquisition process, and ensuring a smooth handover to onboarding and portfolio teams. The role involves follow-up on initial deposits, timely execution of offer letters and sale agreements. Ensuring the customer documentation is done on the system. This role is vital in driving uptake of properties, ensuring client satisfaction, and supporting the achievement of sales targets.

Key Accountabilities

• Create systematic and consistent lead generation from project marketing efforts, cold calling, referrals, lead generation services and other forms of media. All engagements to be on the CRM.
• Ensure that all client engagements from prospecting to closure are on the CRM.
• Conduct surveys to identify price of competing properties on the real estate market and relay the same to their supervisor
• Provide periodic (daily, weekly and monthly) sales reports (client pipeline) to company management on sales operations and generated returns using CRM systems.
• Build and maintain relationships with clients by providing support, information and guidance through the entire customer journey.
• Participate in the promotion of property sales on organized events such as expos, site activations, mall activations among others.
• Follow up and ensure the preparation and approval of documents such as application/booking forms, offer letters, sale agreements and transfer documents.
• Ensure compliance with real estate laws and policies when conducting property sales. Act with high levels of professionalism in all client engagements.
• Participate in internal and external trainings.
• Support both internal and external sales agents.
• Coordinate documentation with the legal liaison internally and, if necessary, engage the external lawyers on the legal documentation.
• Support the handover of the plot on site to the buyers.
• Carry out other related tasks as might be required from time to time.

Qualifications

Academic & Professional

• Bachelor’s Degree or Diploma in Business Administration, Marketing, or related field.
• A competent user of the Internet, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint and Microsoft Excel.
• Experience in using customer relationship management tools.
• Must be ready to commence work immediately.
• Estate Agents Registration Board (EARB) certification is an added advantage.

Experience

• Minimum 2 years of experience in real estate sales.
• Prior experience with an insurance company or a bank is preferred.

Competencies

• Excellent communication, influencing and negotiating skills.
• Good organization and administrative skills.
• High integrity.
• A strong team player.
• Ability to perform with minimal supervision.
• Ability to adopt a flexible approach to meet targets and the needs of the business.
• Strong coordination and follow-through.
• Customer-centric and responsive to client needs.