Senior Customer Service Representative
About the job
- A strong background in the financial services or funds industry.
- A good understanding of when and how to acknowledge complaints.
- A good understanding of when and how to identify breaches and incidents.
- Working toward, or demonstrating an appetite to work toward, Investment Operations Certificate qualifications.
- Excellent and proven customer service skills.
- Up-to-date awareness and understanding of the financial services industry.
- The ability to provide support to less experienced colleagues.
- The ability to influence internal and external stakeholders and clients.
- Strong interpersonal skills.
- Excellent teamwork and collaboration.
- Effectively handle and resolve customer queries through all channels in line with service-level agreements and regulation.
- Encourage active first-contact resolution of queries.
- Advocate speedy and accurate customer resolution through the appropriate channels.
- Act as a point of contact for less experienced Customer Service Centre colleagues.
- Provide support to the leadership teams as required across Transfer Agency.
- Encourage active complaint resolution at first point of contact.
- Resolve queries at first point of contact and address initial areas of customer dissatisfaction.
- Ensure written and verbal communications are accurate at the first point of contact.
- Adhere to Waystone’s policies, procedures, and service-level agreements.
- Investment Operations Certificate module 1.
About the company
Waystone provides governance, administration, risk and compliance services for the asset management industry. It partners with institutional investors, funds and asset managers to structure and support investment vehicles, handle regulatory duties, monitor risk, and manage admin tasks worldwide. Its end-to-end, integrated suite of services covers governance, administration, risk and compliance, backed by 20+ years of experience, differentiating it from fragmented providers. Its goal is to help clients manage and protect their investment structures and strategies so they can pursue their investment goals with confidence.
Company Size
1,001-5,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$39.5M
Headquarters
Dublin, Ireland
Founded
2000
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Simplify's Take
What believers are saying
- Lunate appointed Waystone in August 2026 for its Irish ICAV ETF platform.
- Mackenzie launched a Luxembourg UCITS through Waystone's hosting platform in May 2026.
- Waystone added senior US and EMEA client leaders on September 29, 2026, signaling demand.
What critics are saying
- BlackRock-style client engagement talent implies rivals are targeting Waystone's private-markets relationships.
- Luxembourg expansion raises integration risk across BIL Manage Invest, Allfunds Manco, and Skypark relocation.
- If ETF and UCITS mandates slow, Waystone's growth story depends heavily on Luxembourg concentration.
What makes Waystone unique
- Luxembourg CSSF-regulated platform combines ManCo, administration, risk, and compliance services.
- Waystone expanded through BIL Manage Invest in October 2025 and Allfunds Manco integration in 2026.
- Its ETF and UCITS hosting infrastructure supports launches like Lunate and Mackenzie across Europe.
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Benefits
Hybrid Work Options
Growth & Insights and Company News
6 month growth
1%1 year growth
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8%Waystone strengthens UK ACD business with two senior appointments. October 6, 2026 Waystone, a leading provider of specialist services to financial institutions, today announced two senior appointments to its UK Authorised Corporate Director (ACD) business. James Bowers has been appointed Chief Executive Officer of Waystone's UK ACD business, while Allan Seldon has joined as Managing Director, Client Solutions. The appointments bring significant senior leadership and commercial expertise to Waystone's ACD platform, which oversees more than $126bn in assets under management across more than 225 funds, as the firm continues to build on its position as the UK's largest independent ACD. James succeeds Karl Midl, who will continue in his role as Waystone Country Head, UK, focusing on the strategic development of Waystone's UK business. Karl will work closely with James and the wider team as Waystone builds on its strong position in the UK market. James brings over 30 years of experience in the asset management and fund servicing industries, having held senior product, distribution and governance roles across several leading firms. He joins Waystone from Principal Asset Management, where he served as Managing Director, Head of Global Wealth Platforms. In this role, he was responsible for the strategy, growth and commercial development of Principal's global funds platform, managing teams in London and Dublin while also serving as a director on UCITS and AIF boards. Prior to this, James spent more than a decade at Janus Henderson Investors, where he held a number of senior leadership positions, including Global Head of Product. Allan joins Waystone from Tutman Fund Solutions Limited, where he served as Director, Business Development. Bringing over 20 years' experience in UK financial services, Allan has extensive commercial expertise across the fund services sector. He joined Evelyn Partners Fund Solutions in 2019, which became part of Tutman following its acquisition in 2025. Prior to this, Allan held roles at NatWest Trustee & Depositary Services and Legal & General. The appointments follow a series of recent senior hires across Waystone's global business as the firm continues to invest in its leadership and further strengthen its position as one of the leading independent third-party service providers to the global asset management industry. Karl Midl, Country Head, UK at Waystone said: "Demand for independent ACD services continues to grow as asset managers navigate rising regulatory complexity and increasingly global fund structures. As the UK's largest independent ACD, we see significant opportunity to build on our position. James and Allan bring the leadership and commercial expertise to support our next phase of growth and help clients launch and scale their fund offerings." James Bowers, CEO of Waystone Management UK, commented: "I am delighted to be asked to lead Waystone's UK ACD business. The UK market's increasing focus on fund governance is continuing to drive real demand for our quality, independent oversight. I look forward to working with Karl and the wider team to continue building our market-leading platform and supporting our clients." Allan Seldon, Managing Director, Client Solutions, Waystone, added: "Waystone has built a highly regarded UK ACD business, and I am excited to join the team at an important time for the industry. As expectations around fund governance and oversight continue to rise, I look forward to helping asset managers and wealth managers access the scale and expertise that Waystone's global platform provides." About Waystone. Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years' experience and a comprehensive range of specialist services to its name, Waystone helps its clients structure, operate and grow through its expertise, innovation and digitisation, backed by the operational scale to support global expansion. Waystone, a leading provider of specialist services to financial institutions, today announced two senior appointments to strengthen its global Client... September 29, 2026 Waystone, a leading provider of specialist services to financial institutions, today announced two senior appointments to its European ETF business,... September 21, 2026 8 September 2026 - Waystone, a leading provider of specialist services to financial institutions, has announced the relocation of its... September 8, 2026 Waystone, a leading provider of specialist services to the global asset management industry, today announced that its UAE business has... August 13, 2026
Waystone strengthens UK ACD business with senior appointments. 06 October 2026 UK Reporter: Madison Hendrickson Waystone has announced two senior appointments to its UK Authorised Corporate Director (ACD) business. James Bowers joins as CEO, and Allan Seldon joins as managing director or clients solutions. Bowers succeeds Karl Midl, who the firm says will continue in his role as Waystone country head of the UK, focusing on strategic development of the firm's UK business. Bringing over 30 years of experience in asset management and fund servicing industries, Bowers has held senior product, distribution, and governance roles across several firms. Bowers joins Waystone from Principal Asset Management where he served as managing director, head of global wealth platforms and was responsible for the strategy, growth, and commercial development of Principal's global funds platform. Prior to Principal Asset Management, he spent more than a decade at Janus Henderson Investors where he held a number of senior leadership positions, says the firm. Seldon joins Waystone from Tutman Fund Solutions, where he was director of business development. He brings over 20 years of experience in UK financial services, and has extensive commercial expertise across the fund services sector, says the firm. Speaking on the appointments, Midl says: "James and Allan bring the leadership and commercial expertise to support our next phase of growth and help clients launch and scale their fund offerings." Bowers comments: "The UK market's increasing focus on fund governance is continuing to drive real demand for our quality, independent oversight. I look forward to working with Karl and the wider team to continue building our platform and supporting our clients." Seldon adds: "Waystone has built a highly regarded UK ACD business, and I am excited to join the team at an important time for the industry." Previous people moves article Next people moves article NO FEE, NO RISK 100% ON RETURNS If you invest in only one asset servicing news source this year, make sure it is your free subscription to Asset Servicing Times
Waystone appoints Franceschini and Causevic. 29 September 2026 Luxembourg, US Reporter: Zarah Choudhary Waystone, a provider of specialist services to financial institutions, has made two senior appointments to strengthen its global Client Solutions team. Marco Franceschini has been appointed global head of Client Engagement, based in New York, while Emma Causevic has joined Waystone as executive director of EMEA Client Solutions, based in Luxembourg. Franceschini will be responsible for driving a consistent approach to client engagement across Waystone's global business, working across its service lines to strengthen relationships and ensure clients can access the breadth of capabilities available across the Waystone platform, including its digital and data driven client servicing tools. He brings two decades of experience in client relationship management and commercial leadership, with particular expertise across private markets. Joining Waystone from BlackRock, he previously led client engagement for Aladdin's Private Markets business in the Americas. Prior to this, Franceschini held senior leadership roles both at fintech platform, Eleven, and Bloomberg. Earlier in his career, he spent over a decade in capital markets at Société Générale helping to grow their client franchise. Causevic will focus on expanding the firm's Client Solutions capabilities across EMEA, with a particular focus on private assets and private credit. Based in Luxembourg, she will work closely with teams across Fund Administration and Regulated Fund Solutions and aims to develop new relationships, deepen existing ones, and support clients across Waystone's broader platform. She joins Waystone from Universal Investment and has also held senior roles at IQ-EQ, including director of Business Development, Funds, and Capital Markets. Des Johnson, chief revenue officer at Waystone, says: "Marco and Emma join Waystone at a pivotal time for the industry. "Marco's expertise in large-scale institutional client engagement and Emma's background in private credit and private assets align closely with the areas where clients are allocating capital and seeking greater support." "Their appointments further strengthen our ability to deliver integrated solutions across our global platform, supported by ongoing investment in digitisation, while continuing to expand our capabilities in private markets and private credit." Franceschini adds: "I am excited to join Waystone at such an important moment in its growth story. The business has built a broad global platform and there is a significant opportunity to bring those capabilities together even more closely for clients. I look forward to working with teams across Waystone to deepen our client relationships and deliver a consistent experience globally." Causevic comments: "I am delighted to join Waystone as it continues to enhance its capabilities across private assets. Private credit in particular is an important area of growth for managers, and I look forward to working with colleagues across the business to develop relationships and help clients access the expertise and solutions they need across the Waystone platform." Previous people moves article Next people moves article NO FEE, NO RISK 100% ON RETURNS If you invest in only one asset servicing news source this year, make sure it is your free subscription to Asset Servicing Times
News and events. Everything Distribution has evolved from a commercial function into a complex regulatory and operational discipline. As asset managers expand across borders,... September 21, 2026 Waystone, a leading provider of specialist services to financial institutions, today announced two senior appointments to its European ETF business,... September 21, 2026 Waystone's Fifth Annual Ireland Summit returned to The College Green Hotel in Dublin, bringing together senior leaders, industry experts and... September 21, 2026 How operating models, governance frameworks and infrastructure are evolving alongside the institutionalisation of private markets. September 15, 2026 Challenge In recent years, a number of real estate investment managers approached Waystone to assist with bringing new real estate... September 9, 2026 8 September 2026 - Waystone, a leading provider of specialist services to financial institutions, has announced the relocation of its... September 8, 2026 Institutional capital continues to flow into private real estate strategies, but investors now expect more than just performance. Governance, transparency,... September 7, 2026 Across Europe, retirement policy is moving closer to capital markets. Governments want to improve long-term savings outcomes while giving individuals... September 7, 2026 Private markets managers are under pressure to launch products faster, serve more specific investor needs and expand across European markets... September 3, 2026 Private credit has entered a new stage of maturity. As managers move into more complex strategies, including asset-backed finance, specialty... September 1, 2026 Executive Summary August 19, 2026 Waystone, a leading provider of specialist services to the global asset management industry, today announced that its UAE business has... August 13, 2026 This Waystone Advisory reminds investment fund stakeholders of impending deadlines to be met, if they are contemplating formally closing a... August 11, 2026 Challenge As US hedge fund platforms expand internationally, managers increasingly encounter operational complexity arising from cross-jurisdictional fund structures. Supporting US... August 5, 2026 Waystone, a leading provider of specialist services to the asset management industry, has been appointed by Lunate, an Abu Dhabi-based... August 5, 2026 In this conversation, Paul Heffernan, CEO of ETFs at Waystone, sits down with Steve Palmer, Head of ETF Solutions at... August 4, 2026 Cross-jurisdictional fund structures have become a standard feature of the hedge fund industry as global expansion becomes a core growth... August 3, 2026 the operating model decision can no longer be deferred Investment Managers are facing a convergence of regulatory, cost, technology and... July 27, 2026 At the start of the year, Waystone made six bold predictions about where the European ETF market was heading in... July 27, 2026 This week, Waystone marks twenty years of operating in the UAE. It's an opportunity to reflect on how dramatically the... July 27, 2026 Private credit has established itself as one of the defining growth stories in alternatives. With assets under management expected to... July 22, 2026 The ETF suite is brought to market with the support of Waystone's European ETF solution, spanning product structuring, capital markets,... July 15, 2026
Waystone expands Luxembourg presence with new Skypark office. September 8, 2026 8 September 2026 - Waystone, a leading provider of specialist services to financial institutions, has announced the relocation of its Luxembourg operations to a new office at the Skypark Business Center at Luxembourg Airport, marking a significant milestone in Waystone's continued expansion in one of the world's leading investment fund centres. The move reflects the sustained growth of Waystone's Luxembourg business and provides the capacity to support future expansion across its fund servicing activities. The new office brings together Waystone's Luxembourg team in a modern, collaborative environment designed to support innovation, client service excellence and long-term growth. The relocation follows a period of significant development for Waystone in Luxembourg, including the acquisition of BIL Manage Invest from Banque Internationale à Luxembourg (BIL) Group in October 2025 and the integration of the Allfunds Manco operation in 2026. These transactions further enhanced Waystone's Luxembourg management company capabilities and strengthened its position as one of the leading independent third-party service provider to financial institutions. Waystone will officially open the new office with an event on 14 September 2026, bringing together clients, partners, employees and representatives from across Luxembourg's financial services community. Luxembourg's Minister of Finance, Gilles Roth, will officially open the office, alongside the US, UK and Irish Ambassadors to Luxembourg, reflecting both Luxembourg's international outlook and its strategic importance within Waystone's global business. Luxembourg is a central part of Waystone's global strategy. From the jurisdiction, Waystone provides Management Company and Fund Administration services to asset managers across traditional and alternative investment strategies. Waystone has experienced strong growth in Luxembourg in recent years, supported by new client mandates, the expansion of existing client relationships and increasing demand for independent governance, oversight and servicing solutions. Denis Harty, Country Head, Continental Europe - Waystone, commented: "Luxembourg plays a central role in Waystone's European and global strategy, and our move to Skypark reflects our long-term commitment to the market. As our Luxembourg business continues to grow, it is important that we invest in the infrastructure, talent and capabilities required to support our clients' evolving needs. Bringing our expanded team together in a single location creates a stronger platform for collaboration, innovation and future growth, while reinforcing Luxembourg's position as a key hub within the Waystone group." Alexandra Serban-Liebsch, CEO, Waystone Management Company (Lux) S.A., added: "Luxembourg remains one of the most important fund domiciles globally and a key market for Waystone. Our investment in this new office reflects the continued growth of our business, the trust our clients place in us and our confidence in Luxembourg's future as a leading international asset management centre. We are proud to continue investing in our people, our capabilities and our long-term presence in the Grand Duchy." About Waystone. Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years' experience and a comprehensive range of specialist services to its name, Waystone helps its clients structure, operate and grow through its expertise, innovation and digitisation, backed by the operational scale to support global expansion. Waystone, a leading provider of specialist services to the global asset management industry, today announced that its UAE business has... August 13, 2026 Waystone, a leading provider of specialist services to the asset management industry, has been appointed by Lunate, an Abu Dhabi-based... August 5, 2026 The ETF suite is brought to market with the support of Waystone's European ETF solution, spanning product structuring, capital markets,... July 15, 2026 Waystone, a leading provider of specialist services to the asset management industry, today announces the appointment of Richard Larnder as... July 1, 2026