Onboarding is a vital link in the chain at Linear Investments, and a process all our clients must go through before they can start doing business with the team. James Churchman, Head of Sales at Linear Investments and Hugo Peterson, Head of Account Management, explain how it works
“it isn’t just about whether a new client wants to work with Linear Investments, it’s about whether they are the right fit for us, and we are the right fit for them. Compatibility is key to making sure that both the client and Linear can benefit from a joint relationship and that the client is suitable to complete the onboarding process. The inflow of opportunities to Linear have to be considered carefully before we make the decision to onboard the client.”
Linear assesses a new business opportunity based on the core services they are able to offer. Business Development and Account Management teams will then determine where the portfolio sits based on the type of client. For example, a hedge fund, day trader or asset manager. Once Linear and the client have reviewed the portfolio, they are able to have a more in-depth conversation with the client and assure that the business is handled correctly, with expertise and care.
The onboarding process can be far from straight forward, with lots of different departments needing to be involved. James says “Linear are very aware that the onboarding process can be onerous for new clients. We try to find a good balance between our internal processes and the regulation we must abide by. All of our teams, and here I include the likes of risk, compliance, operations, trading, IT and account management, work to ease our new client through the process with as little disruption as possible. We use JIRA software, which provides an assessment and implementation work chart which keeps everyone up to date at each stage.”
IT are a component part of the onboarding process. “The level IT are involved depends on the client”, Hugo tells us, “If the client requires a fixed connection, IT are heavily involved. We also have clients who require differing reports at differing times and IT are always our go-to for this level of automation.”
“Linear prides itself on its client communication,” says James, “and no matter what level of automation this business can provide, Linear believes that customer services is still key to successful business. The account management team build a relationship with the client for the life cycle of the client. The human touch makes all the difference at Linear and the knowledge that the client can pick up the phone and have a conversation with us is the key to our continued success”