Co-owner close up - Lovinia Nyathi
In this co-owner close up we catch up with Lovinia Nyathi, a specialist in Castlefield's Client Services team. Lovinia shares details about her role, her background and how she became a Client Services specialist after leaving South Africa, along with her hobbies outside of work.
Please could you tell us a little more about the Client Services team at Castlefield?
The client services team has five key areas of responsibility: new account setup, client reporting, static data management, transaction processing (including payments and withdrawals), and a range of miscellaneous tasks.
We handle tasks like processing new business, client reporting, and transactional instructions. Whatever the client has been advised or wishes to do - we implement! Whether that's reinvestment or withdrawal. We produce reports once transactions have been made.
The team also works to optimise the use of systems and procedures across different teams to maintain efficiency.
What does your role entail?
My role entails opening new client accounts with Pershing or other recommended providers. This involves setting up accounts such as ISAs, General Investment Accounts (GIA), or SIPPs and ensuring that details like fees and investment strategies are correctly linked. Whatever the client is advised - I implement it! And then report on it.
I also handle transfer requests, transferring in and out, so any ISA/ GIA withdrawals and the new money coming in - it would be part of my role to make sure it is done correctly. I also maintain communication with providers to ensure successful settlements.
Additionally, I review and update client services process guides and workflows to ensure accurate processing of instructions and minimise the risk of errors.
I like numbers and enjoy structured and logical way of doing things - so Client Services work fits with this well.
What are the main challenges impacting your role?
We experience delays with certain providers in processing client instructions, which impacts our team's turnaround time. It can be frustrating at times! For example, transfer requests often have varying settlement dates depending on the stock or provider involved. Some transfers can take weeks to complete, making it challenging to manage client expectations and maintain timely communication.
What led you to pursue this career path?
I studied Financial Management at university and began my career at an investment management company in Cape Town, South Africa after graduating. In 2017, I moved to the UK and worked at various financial services companies before joining Castlefield in June 2022. I like numbers and enjoy structured and logical way of doing things - so Client Services work fits with this well.
What do you like about working at Castlefield?
I appreciate that Castlefield is a co-owned business where everyone has a voice in shaping the company. Each co-owner is valued, and our views are heard as we embrace the company's core values. The flexible working model is also a significant benefit, allowing me to spend quality time with my family before and after work, while still having office days to collaborate with other co-owners.
At Castlefield one of our Values is Responsibility - We value the role that each of us play - how do you embrace it?
I recognize the important role I play in keeping our clients satisfied by processing their instructions promptly and accurately. It's crucial that I take full responsibility for my role and any tasks assigned to me, as delays can impact the client experience at Castlefield. We take pride in delighting our clients and ensuring their needs are met efficiently.
Outside of work, tell us a bit about you?
I live in Bury with my husband, our daughter Anashe, and our son Tim. Originally from South Africa, I try to visit home at least once a year, though I’d love to go more often if it weren’t for the costs. I enjoy spending time with my family, and we love cozy winter evenings together, sitting around the table playing board games. These sessions often end with me having to step in and stop a fight between my son and daughter, as neither of them wants to lose!
Lovinia Nyathi Quick questions
Favourite TV show? Silo
Favourite sport? Rugby
Favourite food? Pasta
Favourite drink? Appletiser
Favourite book? Daring Greatly by Brené Brown
Favourite holiday destination? Australia
What would you choose an unlimited supply of in the office? Strawberries
If you could have one superpower, what would it be? Time travel
If you were on mastermind, what would your specialist subject be? Nursery Rymes or CBeebies