Working closely with advisers is what we do best. We caught up with Mahalia, from our Key Account Management team (KAM), to hear about her journey, what drives her, and how important it is for us to help advisers provide the best possible service and positive outcomes for clients.
Tell us a bit about yourself and your role
My name is Mahalia and I’m part of the Key Account Management (KAM) team, which I joined in September after two years as a Client Service Executive. In KAM, we work closely with a select group of adviser firms, building strong relationships and providing tailored support. The role is all about enabling advisers to offer the best possible service and deliver positive outcomes for investors.
What does a typical day look like?
My day involves a blend of calls, emails, and reporting, alongside analysing communication trends to identify potential issues or recurring themes. Advisers often reach out for updates or support with cases, and I make it a priority to resolve queries efficiently. Beyond being a reliable point of contact, a key part of my role is proactively spotting gaps in service and developing solutions to enhance the overall experience.
How did you get to where you are now?
My first job was at Bath Rugby Club when I was 16, serving food in the premier lounge. After that, I worked in bars, cafés and as a personal assistant. I didn’t have a clear career path until I found this role, and I’ve loved it ever since. After two years in Client Services, moving into the KAM team has been an exciting next step.
What kind of work environment brings out the best in you?
I thrive in a team that works hard but knows how to have a laugh. Everyone here is passionate and supportive, and we’re great at switching off once work is finished!
What do you enjoy outside of work?
Food is a big passion of mine. I’m always trying new restaurants, and even my holidays often turn into food tours! I love exploring National Trust sites or going on long walks in general. I’m also an avid reader and enjoy spending time with friends.
What’s the best career advice you’ve ever received?
I was once given advice by a very successful woman who started in the same role I did and worked her way up to Head of Customer Experience. She advised me to get as much experience as you can, she even listed about six different teams she had worked in before reaching her current role. Her message was clear: work on teams that will build and develop your knowledge in line with your career aspirations, because those transferable skills can help progression.
The role is all about enabling advisers to offer the best possible service and deliver positive outcomes for investors.
Mahalia Dunaney-Colins, Key Account Manager
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This article is intended for regulated financial advisers and investment professionals only. Wealthtime does not provide financial advice. This information is not intended as financial advice and should not be interpreted as such.
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