Evelyn Shaw
WHO I HELP
Both clients and colleagues and ensuring the smooth running of the office.
HOW I HELP
I provide clients clarity on what to expect and keep them informed of progress. I assist team members when required and make sure resources are in place for staff to carry out their work.
“ENSURING OUR CLIENTS FEEL THEY HAVE THE ABILITY TO ASK ANYTHING.”
Evelyn Shaw is a Client Service Manager in our Wealth team. Based in our Aberdeen office, her role involves supporting the team with the smooth transition of Kilkee clients, ensuring they continue to receive high levels of service.
BEST INTERESTS AT HEART
“At AAB Wealth, open two-way communication is essential. My role involves ensuring our clients feel they have the ability to ask anything at all which in turn helps us to provide exactly what they’re looking for, keeping them informed and to work with their best interests at the heart of every decision we make together.”
MAKING, MAINTAINING AND DEVELOPING VALUABLE RELATIONSHIPS
“The most satisfying aspect of working with a new client is organising all their documents, sometimes dating back years that have been filed in a drawer somewhere, into one easy document that they can now understand.
Additionally, I enjoy the relationships I build with clients. Many of these clients I have been dealing with for over 15 years and I genuinely look forward to a quick catch up when they come in for their review meeting.
Seeing colleagues develop in confidence and progress their own career paths, knowing I have played a part in supporting this is also really rewarding.”
ASKING THE RIGHT QUESTIONS
“It is important to ask open questions and in particular “why do you want that?” and “what else do you want/need?” then “anything else?” until you’re sure you fully understand their goals in order to help the client achieve them.”
FUTURE FORWARD
“I look forward to being able to do what I do best – providing excellent client service and being involved in the transition of Kilkee clients into the AAB Family and to have the support of a larger business and experienced team.”
Senka Dervisevic Ferjancic
WHO I HELP
I work mainly with the AAB Wealth team but interact with other departments if the client is also a client of the larger group.
HOW I HELP
I help our team by having a fastidious approach to customer service, client portfolio administration and report preparation delivering a first-class service to all our clients.
“ALL FOR THE BENEFIT OF THE CLIENT.”
Senka Dervisevic Ferjancic is an Administrator in our Wealth team. Based in our Aberdeen office, her role involves supporting the team by dealing with client portfolio administration, requesting information from providers, collating information for paraplanners, preparing reports, investment packs and review packs.
COMMUNICATION IS KEY
“When it comes to building and maintaining relationships, communication is the key. Internally, the team support one another, share ideas and make sure everyone is managing their workload, whilst balancing it with their personal life and socialising.
From a client perspective, they expect excellent service, which relies on regular communication, dealing with queries in a timely manner, and always keeping them up to date with the process, even if it is not going smoothly. Although I do not have any direct involvement with clients, I enjoy hearing from team members how our work has impacted their lifestyles.”
GOING THE EXTRA MILE
“To ensure we are constantly evolving our processes and systems to meet clients’ needs we encourage open discussions and sharing feedback. If I spot something which could be more efficient, even if it means more involvement from a client in the short term such as requesting more information, we are willing to go the extra mile knowing the impact it could make in the long-term. I believe we should work smarter, not harder and all for the benefit of the client.”
TECH ENABLED
“The AAB group offers a hybrid working policy and from an administrative perspective, I prefer the virtual route. The team are all so used to working virtually by now and most importantly we are saving our planet by printing less and not commuting to and from the office as often. Although I do value going into the office and to interact with colleagues and clients in person.
Being new to the AAB Wealth team, I’m looking forward to working with such an experienced and ambitious team, and the opportunity to use and expand my knowledge and experience further. No matter what the job, is I approach each task with an open mind, and I’m very detail oriented, flexible and hardworking.”
Fiona MacDonald
WHO I HELP
Private Individuals. Business Owners. High Net Worth Individuals. Investment clients.
HOW I HELP
I help clients arrange and prepare for their review meetings, issuing any paperwork that we may need and answering any related or other queries they may have. I also maintain client records to ensure we have accurate and up-to-date information.
“WE WORK TOGETHER TOWARDS THE SAME GOAL”
Fiona Macdonald is a Client Service Support in our Wealth team. Based in our Aberdeen office, Fiona works in an admin role to the Financial Planners and overall team. Her role involves contacting clients to arrange review meetings, preparing the review pack and requesting any necessary paperwork or information required for the meeting.
Fiona also assists clients with any queries or requests, both by email and telephone. She helps maintain up to date information regarding client investments, protection plans, and pensions, and is involved in processing transactions on behalf of clients such as withdrawals, regular deposits, ISA subscriptions and more.
RELATIONSHIPS BUILT ON TRUST
“An ideal relationship involves good lines of communication where we can build a relationship over time to establish and maintain their ongoing needs whilst being friendly and professional. It’s essential they feel confident in the service we provide and comfortable in their relationship with us.
Some people are wary of contacting a Financial Adviser and hear stories in the media of people losing their life savings or pension, which is a pity if it prevents them from seeking advice and expertise that they could benefit greatly from. Sometimes, a client has had a bad past experience that caused great distress both financially and emotionally, but we take the time to find out exactly what they need and rebuild a trusting relationship, where we work together towards the same goal.”
SHARING A WEALTH OF KNOWELDGE
“I hope clients feel I’m easily contactable with any query, large or small. They expect me to answer queries, action requests, respond to emails and be knowledgeable and accurate in the information that I provide.
I enjoy the interaction with clients when they come into the office for review meetings or contact via telephone or email. Also, getting to know them over time and seeing their lifestyle plans progressing. I work with a friendly team who support and help each other, and I find by exchanging information and ideas with colleagues this benefits me in my role and adds to my knowledge.”
ABILITY TO ADAPT
“As my role is mostly admin based, I consistently look for ways to improve efficiency which benefits our clients or my colleagues. The firm’s ability to adapt and have online meetings has been very useful to maintain contact and ongoing relationships with clients.
Face-to-face contact is still very important but being tech-enabled means that we’re able to offer meeting options that suit the client. Some are not so comfortable with technology, whilst others are very familiar with using Zoom or Teams and are happy to have a meeting without leaving their workplace or home. The use of technology such as electronic signature, online applications and uploading of documents to provider portals is a great thing and has helped to speed up the processing of paperwork.”
EXCITING FUTURE AHEAD
“I am just starting my role with AAB Wealth and look forward to expanding my knowledge and experience and getting to know the wider team. I’m excited to be part of their continued growth and ongoing success. Personally, I’m conscientious in my work and always strive to be willing, enthusiastic and progress in my career, ultimately to give my best, whether that be providing a good service for a client or being open to learn and expand my knowledge.”
Kirsty Manclark
WHO I HELP
We provide financial advice to a wide variety of people, ranging from individuals and couples to business owners and retirees.
HOW I HELP
We offer advice through carrying out analysis and cash flow modelling to determine the most efficient way to maximise their financial potential. We provide financial planning services and can determine clients next steps on areas such as supporting their child through university or helping them buy their first home.
“SUPPORTING CLIENTS THROUGH LIFE’S UNCERTAINTIES.”
Kirsty Manclark is part of our Client Service Support team. Based in Aberdeen, Kirsty provides support to the Financial Planners and Financial Planning Associates through each stage of the client journey. As part of the Client Service Support team, Kirsty attends client meetings alongside the planners and can often be one of the first lines of communication with our clients, which allows the team to build strong relationships with them.
AN IDEAL CLIENT RELATIONSHIP
“In the Wealth department, the relationship we have with our clients is very personal and therefore differs from the other departments across the firm. The team works with a wide range of individuals and families to achieve their goals, meaning that to strike an ideal client relationship, honesty, trust, communication and attention to detail are absolutely paramount.
Getting to know each of our clients on a personal level also ensures that we can offer the best service that is tailored to them. It is important that we are approachable to each of our clients, and as a result can be there to support them throughout life’s uncertainties.”
UTILISING TECH TO EXCEED EXPECTATIONS
“I think clients expect that we take a transparent and personal approach, whilst pursuing an active role to ensure that all work we do for them is thorough, timely and objective. Going the extra mile and exceeding the expectations of our clients is also an invaluable part of AAB Wealth.
The firm’s use of IT makes working as a team much more efficient and ensures the communication we have with our clients is seamless. During client meetings, we have the advantage of using our cash flow modelling software, which provides a personal illustration for each client of their current financial position and future potential. The software also provides excellent accessibility to investment planning for clients with any kind of exposure to the markets.”
PERSONAL STRENGTHS AND GROUP OPPORTUNITIES
“I am a people person, so I have really enjoyed being part of such a sociable team and firm and I think that is definitely one of the firm’s strengths as a whole. Particularly in Wealth, it allows us to build even stronger relationships with our colleagues and clients, helping the service we offer to reach its full potential.
With the recent growth of the AAB Group, it is an exciting time to have joined the Wealth team as a graduate. The Wealth team now operate in several other locations, bringing lots of new opportunities and an even more extensive range of clients. Seeing as my career has just started, I am looking forward to seeing how the group evolves in the future and feel privileged to be a part of the journey.”
Cally Urquhart
WHO I HELP
We provide financial advice to a wide variety of people, ranging from individuals and couples to a business owners and retirees, all looking to arrange their finances in the most tax efficient way.
HOW I HELP
We help clients to plan for the future, no matter what life stage they are at, giving an insight into what the clients financial outlook may be, with cash flow modelling, and tax efficiently planning, to avoid shortfalls and/or pass their wealth onto their family.
“CLIENTS CAN CONTACT US WHENEVER THEY WANT, FOR WHATEVER THEY NEED.”
Cally Urquhart is part of our Client Service Support team. Based in Aberdeen, Cally provides support to the Financial Planners and Financial Planning Associates in all aspects of a client’s journey, to help ensure clients have a smooth experience with us at AAB Wealth.
Cally assists the wealth team by gathering information on client’s existing policies, liaising with product providers, preparing paperwork ahead of any transfers or contributions, and arranging documentation packs ahead of the client meeting with their planner.”
RELATIONSHIPS BUILT ON TRUST
“Clients expect us to help set realistic financial goals and for the process to run smoothly. Trust and open communication between us and the client are essential to a good client relationship. We aim to provide the best service possible by getting to know you, your personal circumstances, and the goals you have for the future.
Clients can contact us whenever they want, for whatever they need. Having this open line of communication builds trust between our team and the client, therefore building a great relationship to work off and making it easier for us to understand and achieve the client’s goals.”
CLIENT FOCUSED
“The most satisfying part of my job is knowing that we get to help make a client’s life easier by taking the stress off individuals, and planning for whatever they need and want, as and when they want it.
We can offer our services in multiple different ways, whether that be face-to-face in the office, at a client’s home, or online through Microsoft Teams. It is completely down to the client’s preference and what works best for them at the time. Offering a variety of meeting options allows us to accommodate the different needs of our clients and remain flexible in our offerings, therefore enhancing the client experience.”
ENDLESS OPPORTUNITIES
“I am excited to see what both the Group, and AAB Wealth do in the future. They have a great team culture of innovation and striving to always provide the best service. The opportunities are endless and will only increase with the growth of the company. I hope to gain more knowledge and become a Financial Planner at AAB Wealth and see where the journey takes me.”
Ciaran Drever
WHO I HELP
We help a range of clients across the board, and each client requires specific advice tailored to their needs. The variety of financial expectations from our large client pool provides new starts like myself with great exposure from early on through to the later stages of financial planning. The underlying aspect is that financial planning can be beneficial at any moment in any career.
HOW I HELP
Our team works together to provide recommendations based on the client’s needs. The implementation of this strategy will be tailored to match their preferred portfolio. Upon completion of the client’s plan, we frequently monitor the performance of the client’s wealth and personal needs to ensure that our strategy continues to align with their financial goals via regular communication. Importantly, we reassure clients, as emotions can understandably run high during the ups and downs of the market – we remind them that our plans have been constructed to deal with market shocks.
“In everything we do, we keep our clients’ best interests at heart.”
Ciaran Drever is part of the Client Service Support team. Based in the Aberdeen office, his role allows him to be involved in a client’s journey from start to finish with the main responsibility being to ensure that the client receives high quality and consistent support and service. His role also involves attending meetings and recording relevant data on the client’s information, visions and current policies they may hold. Outwith meetings, his tasks vary from setting up plans to executing withdrawals or payments whilst working alongside firm-based side projects.
vision for the future
“Transparency and trust are fundamental to an ideal client relationship and are vital factors in supporting effective communication between all parties involved. Understanding the client’s needs and vision for the future is the foundation for developing a unique relationship. Along with our professional advice, we can create a plan that will benefit clients and provide great satisfaction for the Group, in alignment with our intention of ensuring financial confidence for all clients.”
Building lasting relationships
“We act with clients’ best interests in mind and inform them of notable changes or updates. They should feel comfortable when discussing their financial situation with us and it’s vital to create this environment to build and maintain a longstanding strong relationship with the client.”
Encouraging working culture
“Occasionally, it is great to meet clients at the office or online to gain an understanding of their personal and financial journey. All clients are unique from one another, meaning every interaction is interesting in discussing their experiences and plans for the future.
In my short tenure within the Wealth department at AAB, it was evident after a few days that the working culture and ethics are encouraging and lively, creating an enjoyable work environment. The open approach to work allows for the team to integrate from the advisors down to the trainees.”
FLEXIBILITY & ACCESSIBILITY
“In-person interaction is valued highly by our clients and is the reason why our ‘hands-on’ approach is inevitable in developing our unique relationship with clients. Although, this can be altered to meet clients’ specific needs with our innovative and interactive portals and services providing clients with visibility to their chosen plan and performance digitally whenever they wish. Ultimately, having the option allows for the essential flexibility and accessibility to monitor and ensure client satisfaction and performance of investments.”
EXCITING OPPORTUNITIES
“The support and training invested into individual development for the overall greater good of the Group is a real incentive for graduates to join the business to develop and progress through their careers. The Group’s recent and projected growth is impressive, creating exciting opportunities for all those associated with the firm as we look to expand our client base across the UK.”
DEVELOPMENT IS VITAL
“Being relatively new to the Group, it’s vital that I continue to develop my knowledge of clients, the groups processes and procedures and especially the services we provide. In doing so, it allows me to be open and available to new challenges and tasks and understanding my training as a Trainee. Overall, I feel the above coupled with my relevant university degrees will aid my productivity and value to the team.”
Vikki Venerus
WHO I HELP
Everyone within the Wealth team.
HOW I HELP
Recruitment. People Training and Development. Operations. Compliance.
“My passion is people.”
Vikki Venerus is Head of Operations and Compliance for Wealth. She has been a part of the company since day one, when she joined as an Administrator. So has seen it blossom from nothing, into the successful business it is today.
Based in Aberdeen, Vikki oversees the day-to-day operations, while taking responsibility for compliance – a crucial task in such a highly regulated sector. But undoubtedly the part that she enjoys the most, is growing and developing the team – a role which takes in recruitment, training, mentoring, coaching and wellbeing. She’s dedicated to bringing on the next generation of financial planners – and it looks like nothing will stop her.
FINDING THE RIGHT FIT
“Culture is always at the front of my mind, especially when I’m recruiting. I see plenty of people who are really interested in numbers, analysis and the tax side of what we do. But that’s not enough. In a job like this, you also have to be a people person.”
Yes, the numbers are important. But I always think the most important factor is how that helps clients – because ultimately that’s our end goal. Building relationships, delivering sound financial advice and giving clients peace of mind. That’s what it’s really all about.”
SUPPORTING THE TEAM
“Whatever my team need, I’m there for them – whether that’s guidance, support, direction or empowerment. I don’t expect them to check in with me on everything – they can just get on with the job themselves. But I’ve put strong systems and controls in place to make sure that nothing falls through the net.
Having said that, I always make sure I check in with my team. Just to make sure they’re ok. Wellbeing is so important, if we don’t get that right, there’s no way we can do a good job for our clients. And it’s really important to me that everyone feels like they have a voice. Because in a team, everyone’s views are important.”
EMBRACING THE FUTURE
“A big challenge in our industry has always been the technology side. Getting tech speaking to tech. But compared to a lot of other financial planning firms I think we’re very progressive. In fact, you could say we’re early adopters. If there’s anything coming down the track, we’re always open to finding out more, especially if it will lead to more efficient ways of working. Anything that makes our clients’ journey a little bit smoother, like being paperless or using tools like MS Teams or DocuSign, is worthwhile.”
LEADING BY EXAMPLE
“I came into the business as an administrator many years ago. But soon I wanted to know the ‘Why’. Why was I doing what I was being asked to do? That’s what drove me to study, do my exams and became a qualified Chartered Financial Planner. Now my mission is to give that opportunity to other people.
Nothing makes me happier than seeing people grow and progress. In fact, nearly everyone on my team is studying for one qualification or another. Being able to bring good people through from your own talent pool and see the future open up for them is just incredible.”
Beth Welsh
WHO I HELP
The Wealth team.
HOW I HELP
Training new starts. Reviewing documentation. Overseeing the Wealth workflow. Keeping and preparing the KPIs for the board.
“The most satisfying part of our client work is knowing we’ve helped.”
Beth Welsh is the Operations Manager. Based in Aberdeen, her role involves heading up the Client Service Support team who provide support to the Financial Planners, and Financial Planning Associates.
She provides training for CSS new starts, prioritisation and delegation of tasks, oversight of the workflow within the team and assists with the Wealth ‘housekeeping’.
GOING BEYOND
“An ideal relationship with a client is when they are comfortable asking any and every question they have, they know we are here to support them with all their financial needs, and they are engaged with our services. A lot of the time clients like to discuss far more than just their financial situation, so you really feel like you are building a strong relationship that goes beyond financial advice.”
COLLABORATIVE CULTURE: KEEPING OUR CLIENTS IN MIND
“Clients expect robust advice that gives them confidence in their financial future, and reassurance that they can live their desired lifestyle. The most satisfying part of our client work is knowing we’ve helped, whether that be through consolidating a client’s plans to help with the administrative burden, giving them the confidence to retire early, or by improving the tax efficiency of their holdings.
With colleagues, the teamwork aspect for me is the most satisfying part. It is a great group of people to work with, and there is an extensive amount of knowledge and experience within the team, so with the collaborative culture we have, you are constantly learning and improving.”
SHORT-TERM PAIN FOR LONG-TERM GAIN
“AAB has a reputation for being disruptive, which resonates with me as AAB Wealth like being at the forefront of change, and we embrace this whenever we think we can be doing something better. We are not afraid to change things up, so will happily accept a short-term pain of getting a new piece of software up and running, or a new process implemented, as we look at the long-term gain.
One of the biggest challenges in financial services is integration of software – we have many key pieces of software which all play their part in our job but trying to get them to interact with each other so you are not duplicating work can be challenging, however it is something we are always looking into and trying to improve.
It’s been amazing seeing how much the firm has grown since I joined in April 2018, and I’m excited to see how this continues.”
Ross White
WHO I HELP
A wide range of clients from high-net-worth individuals, people who have recently retired, and business owners, to younger clients at the beginning of their working lives – we provide advice and support across a broad range of demographics.
HOW I HELP
I work with the advisers to implement any recommendations we give to clients to ensure they can enjoy the money they have worked hard for. We put in place a strategy to meet any ambitions they may have, and in turn the peace of mind and reassurance that they can achieve their goals without worrying about their financial situation.
“It’s our job to reassure clients that we will always have their best interests at heart.”
Ross White is part of the Client Service Support team. Based in Aberdeen, his role involves working closely with the team to provide excellent service to clients. This can involve sitting in on meetings with the advisers to help assess clients’ aims and ambitions, gather information on any existing policies a client may have, cash flow modelling, setting up plans, payments and withdrawals, and helping with any projects the team are undertaking.
Always willing to go the extra mile
“I am always willing to go the extra mile to ensure that we do best by our clients. I also strive to continually increase my knowledge and look to draw on the experience of my colleagues to help better my own knowledge bank so that I can help our clients.”
AN IDEAL RELATIONSHIP
“An ideal client relationship is built on mutual trust and understanding what their goals and ambitions for the future are. It is our role to ensure that the client trusts us to implement a plan that lets them live their lives how they want to live it.
Our clients will expect us to have their best interests at heart, and we have a duty of care to continually review their circumstances, so we know they are still on track. This is why we meet with our clients at least once a year, so we keep up to date with any changes and can tailor their plans accordingly. One of the most satisfying aspects of my role is getting to see clients face to face on a regular basis, getting to know them and hear about their life experiences, families and what their plans are for the future.”
A TECH-ENABLED APPROACH
“We are very much hands on with our clients and being in touch with them regularly is where our value is to them. Technology plays a part in simplifying the process for both clients and the team. Whether its electronic signature software for processing paperwork, and online client portals for them to update their financial details. We also use cash flow modelling software which allows our clients to visualise their income & expenditure throughout their lives, and it forms the basis for a lot of the discussions we have with them.
Kirsty Young
WHO I HELP
Clients of the firm: Individuals, Families, Business Owners & High Net Worth Individuals.
HOW I HELP
I assist the Financial Planners with their work in helping our clients achieve their financial objectives. Utilising cash flow modelling, we create personal financial plans which allow our clients to visualise their future and help them to realise their short- and long-term goals.
“Providing clear and valuable advice from the outset.”
Kirsty Young is a Financial Planning Associate in the Wealth Team. Based in Glasgow, her role involves preparing client reports and letters which summarise our recommendations and advice. This involves cash flow modelling, undertaking analysis of clients’ current financial situations and ultimately, assisting the financial planners in helping clients reach their financial goals and objectives. She is also involved in the compliance side of the Wealth Team.
EVER EVOLVING WITH CLIENTS IN MIND
“Clients expect us to help them achieve their goals by providing them with clear and valuable advice from the outset and continuing to provide support and further advice when needed, throughout the working relationship.
We are always adapting and updating our processes and methods as required to provide the best service that we can to our clients. We are open to new ideas from all members of the team and are encouraged to question anything we think could be improved.”
A TECH-ENABLED APPROACH
“The adoption of a more tech-enabled approach has streamlined many of our processes, especially when it comes to sharing documents and information with clients. This has led to us being able to process and deliver new business more efficiently, which is ultimately beneficial to both us and our clients. Being able to effectively collaborate online with colleagues based in different locations has given us greater flexibility and has led to me being able to move from our Aberdeen office to now be based in our Glasgow office.”
lasting relationships
“Clients often express their appreciation for the work that we do as a team, especially when we manage to meet short or last-minute deadlines. The fact that we have so many long-standing client relationships is a compliment in itself.”
