Service Excellence, Exceptional Personal Service
Centaur Trust is a community of talented, independent and diverse personalities who share a common devotion, a commitment to excellence, innovation and client service at the highest ethical standards. We build meaningful, genuine relationships with our clients, we go above and beyond to exceed our clients' expectations. Our clients know it's not just the wide range of corporate services we provide, but how we deliver them that matters most. Our goal is to be a valued business partner for our clients, building confidence, earning respect and helping them to succeed.
At Centaur Trust we value individuality, we value the contribution that each person makes as an individual, we enable our people to be comfortable being themselves, and encourage every person to realise his or her potential. We set our standards high, expect the best from our consultants, and return top-tier work on behalf of our clients. We strive to offer our people a flexible and comfortable work environment so that they may balance the demands of their careers with their personal interests and obligations.
Our industry is sometimes accused of offering a standardized product, often making it difficult for clients to choose between service providers within a jurisdiction. For us the challenge is to stand out from the crowd. Our aim is to be viewed as a trusted partner, rather than a service provider. To this end, and from the earliest days of our establishment, the driving force behind Centaur Trust has been to exceed our clients’ expectations. We are not satisfied with simply meeting our clients’ requirements, we but rather strive to excel in all that we do.
At the core of our pursuit of excellence is our uncompromising insistence on the timely execution of all tasks, in an accurate and consistent manner. Maintaining our reputation for excellence, integrity, honesty and credibility is essential for our success. In order to consistently achieve this, we have ensured that our total quality approach has become an integral part of our corporate culture and is applied to every aspect of our daily activities. This approach applies equally, irrespective of how large or small the task. Our total quality culture is reinforced with procedures, so as to ensure consistency. These procedures form the cornerstone of our quality oriented culture, and are applied to all stages of our operations. At Centaur Trust, we acknowledge and value the trust placed in us by our clients. We are therefore committed to fulfilling our duties and responsibilities to the highest standards.
At Centaur Trust, we believe that the difference is in the details, to which we all pay close attention, and which sets us apart from others. In essence, our approach is to “Think big, act small”. Therefore when a client chooses Centaur Trust, they will receive specialized individual service that has been tailored to their needs. We value every individual relationship we build with our clients, irrespective of size. So as to ensure that each client receives world class service at all times, we only recruit highly qualified staff, normally only found in “Big Four firms”, with our minimum requirement being a Master’s Degree in a relevant subject.
We provide a highly personalized service to all our clients, so are organized in small teams, headed by senior managers, and including dedicated administrative, consulting, tax and accounting staff. Our administrative teams are made up of three persons per team, thus ensuring that each company has adequate support at any time. In order to meet the challenges of the international nature of our industry, within the office we have native speakers in over 12 languages, with all the major European and East European languages being included.
TQM is the systematic use of specific procedures and tools, in conjunction with monitoring and follow up procedures, in order to provide customers with consistently superior products and services, thus exceeding customers’ expectations. The whole concept is based on the principle of “right first time”, in other words the delivery of goods or services in a timely, efficient and accurate manner, with zero defects and minimum waste. The ultimate goal of a “Total Quality” approach is to maximise customer satisfaction.
Adoption of TQM
TQM is a far reaching concept which should not be adopted lightly or superficially. It must form an integral part of an organisation’s corporate culture. It is not a process which can be applied for a limited period of time and then forgotten. It is a continuous process. TQM is a management tool which views an organisation as a series of processes. Thus in its simplest form, TQM states that if all the processes within an organisation are continuously improved, the sum of the whole will result in greatly improved products or services as the final output of the organisation.
Unlike traditional industries such as manufacturing, where a tangible product can be evaluated by customers for quality, reliability etc, the services industry has no tangible output. Clients must therefore use a different set of criteria in judging our quality. Some are based on measurable benchmarks, such as the time taken to perform a certain task, whilst others are based on feelings, such as whether a particular person instills confidence in the client.
Based on the above, it becomes obvious that the more successful firms are the ones who care about their clients and take steps to ensure that their clients are fully satisfied, all of the time. This guarantees client loyalty and repeat business.At Centaur Trust, this is what we do best.
TQM within Centaur Trust
One of the founding principles of Centaur Trust is to “exceed our clients’ expectations”. In order to consistently achieve this, we have ensured that a total quality approach has become part of our corporate culture and is applied to every step of our daily activities. This approach applies equally, irrespective of how small or large the task, ie how we answer the phone is as important as how quickly and accurately we execute clients’ instructions.
At Centaur Trust each member of staff realises that their contribution is of equal importance to the overall success of the Company. All members of the Centaur team are aware of the fact that our central goal is to “exceed our clients’ expectations” and that the way each of them executes their duties should be in keeping with the goal of total customer satisfaction. However, the company also recognises that, in order to consistently satisfy all its customers, its role is also to ensure employees are equipped with the appropriate skills and training, and are fully satisfied and fulfilled by their jobs.
Our total quality oriented culture is reinforced with procedures, so as to ensure consistency. These procedures are in line with our overall philosophy on quality and are applied to all our daily activities.
The corporate and fiduciary services industry is crowded with many providers of varying size and professionalism. At Centaur Trust we believe that the only way to succeed is to differentiate ourselves.
Most entrants in a new market choose to use price as a marketing tool. We have chosen to use the quality of our work, our professionalism, and fair pricing. This represents a very powerful tool, but it is a tool that needs to be used consistently, in order to be successful. For this, we have the total commitment to quality from every member of our team.
Our commitment to quality is one part of the equation. In order to guarantee success, we have also put in place detailed procedures to ensure consistently high quality in everything we do.
One of the most important decisions an organisation has to make relates to its investment in IT. Increasingly, the right or wrong IT environment within a company can mean the difference between success and failure. This is all the more evident in our industry, where providers are increasingly operating in a global marketplace, with clients constantly on the move around the world.
In the pursuit of technological advancement we have created an in house IT department comprised of experienced professionals in various technological and computing fields. The department has become an invaluable asset that helps support, maintain, enhance and develop our High-Tech infrastructure.
Bill Gates said “We’re changing the world with technology”. At Centaur Trust we believe that with technology we have changed the world of corporate & fiduciary services and have set new standards in terms of customer satisfaction, reliability and efficiency. Technology at Centaur Trust creates our competitive edge. It is the tool that underpins our business at every level. In fact, at Centaur Trust technology does more than support the business; it defines it.
Our network infrastructure as well as the data centre facilities we use for their safe keeping comply with world class security standards and employ an aggressive security strategy, taking cyber security as seriously as physical security.
Data Centre Cyber Security
Data Centre Physical Security
Disaster Recovery / Full Redundancy / 100% Uptime
Due to the fact that our clients depend on us to provide them with the highest level of service, which is both reliable and consistent, we have two parallel systems which mirror each other and are regularly synchronised throughout the day. One is located in our offices and the other is in a secure serviced facility with 24 hour security and back-up power. In this way, should anything ever happen to one system, the other can seamlessly take over and restore our services within minutes. Our servers are fully redundant and backed up by diesel generators. Disaster recovery policies and procedures have been implemented with everything we have, and item-level or daily backup is something that adds additional reliability to our whole IT infrastructure.
IT for Our People
In deciding what systems to put in place, our decision making process had to focus on our overall philosophy of Total Quality. As such, we have invested heavily in IT from the outset, thus ensuring that our staff has the latest systems available, to help them serve our clients to the best of our ability, wherever they may be located.
Best Industry Software
Our systems include specialised software and hardware which allows us to multitask at levels previously unheard of in our industry, whilst still maintaining the highest levels of quality. Our staff have been able to increase their levels of productivity and have reduced response times to such an extent that we genuinely surprise and delight our clients on a regular basis, making this all a part of “exceeding expectations”. As such, we have installed a large number of fully integrated licensed software systems specifically designed for use in our industry, which include among others Windows 7 Professional, Microsoft Office 2013 Professional Plus, the full Adobe software platform as well as a number of in-house and third-party software dedicated to our industry applications.
Every employee has a powerful personal computer with all the necessary software and hardware in order to maintain productivity levels to the maximum. In respect of hardware, all workstations have dual wide screen monitors, high quality cameras and headsets and at least a dual core processor with 6GB RAM. Efficiency is at the top of our list and that is why we have on average one multifunction laser printer for every two employees and one copy machine for every five. We also maintain a network server which handles all incoming and outgoing fax communication.
Redundant Fibre Optic / Satellite internet connections
Internet connection is one of the most critical company resources in order to ensure fast response time for every customer request. That is why we have invested in a high speed Fibre Optic connection paired together with an enterprise dual WAN router that switches to a satellite internet connection automatically in case of failure.
100% E-Filing Company
The IT architecture we have adopted provides further benefits, most important of which is the facility to offer our clients and associates access to our secure e-mail service. This enables us to communicate with our clients and associates in a secure and encrypted environment, thus offering the highest levels of confidentiality.
Furthermore, due to the fact that we operate a total electronic filing policy, we are able to offer clients or associates who place a portfolio of companies under our management, remote access to our systems, allowing the ability to view company documents which are stored electronically on our server or even to upload company documents at their convenience. This facility is not commonly available within our profession and thus adds value to the services we offer.
Our office facilities enable us to process and manage the day to day activities of our clients’ companies efficiently and accurately, and to effectively communicate with clients by phone, email or video conferencing.
GOING AGAINST THE FLOW - BOLD MOVES
Investing in Technology & Infrastructure
One of the defining qualities of the 21st century is the ability to access and process information as quickly and accurately as possible, in a manner that is relevant and useful to the operations of a business. Nowhere is this of more importance than in the services industry. At Centaur Trust, we believe that innovation is the key to success. We have therefore taken bold steps to ensure that we apply this belief to everything we do.
The way we view innovation is to provide client focused services to our clients that are not only in line with our clients’ needs, but are also in accordance with the prevailing business environment at the time.
We use clever technology and expert knowledge of our industry in order to offer greater depth to our service, resulting in added benefits such as reduced costs and increased productivity. Our processes reduce complexity, eliminate activities that do not add value, streamline key processes and implement performance management systems that improve visibility and transparency of costs. Our experience has shown that our clients need integrated solutions which offer value for money, during these challenging times.
Investing in our People
Centaur Trust has been built on the high calibre of our people and the highest standards of professional conduct. We are firmly committed to providing a world class service to all our clientele. This is achieved by investing in our people and by promoting:
We are committed to exceeding our clients’ expectations in everything we do. In order to consistently achieve this goal, we apply very strict staff selection procedures and continue to invest in our people and systems.
FOCUSED ON OUR CUSTOMERS - CONSISTENT STRATEGY
We welcome feedback from our clients and respond positively to their input. As a consequence, we have strengthened the loyalty of our clients through innovation.
We listened to our clients and responded positively to their changed attitudes. We strengthened the loyalty of our clients through innovation. The way we see innovation is to provide client focus services to our clients that is in line with our client needs and the prevailing mood of the time. We use clever technology and expertise knowledge of our industry in order to offer greater depth in our service with reduced costs. Basically this is what our clients need during these difficult times, a great value for money approach.
Adopting a client-focused and service based mind-set, and developing an unprecedented depth of client insight, we enhance the quality and consistency of our services towards our clients. This means thinking about the client experience, about the range of services that we can provide, and then aligning all efforts within our company to deliver that range of services as part of an integrated, consistent, and high-quality service.
Our integrated approach essentially combines insight and innovation using multiple disciplines;
For every client, our aim is to combine business and industry knowledge, and to recognise the specific needs of each client. We then create practical solutions, to include administrative, regulatory, compliance and other corporate processes. The underlying aim is to streamline the key processes, so that we can be in a position to generate and maintain, accurate, consistent and timely financial and non-financial data about all aspects of their business.
“Large enough to matter, small enough to care”
Our relationships with our clients define who we are and often take the form of a “partnership”. These relationships form the core of how we work, and are the most valued, and vital aspects of what we do. They enable us to form a bond of trust and to work closely with our clients in performing our mandate.
We build meaningful, genuine relationships with our clients, and go above and beyond to exceed their expectations. Our clients engage us in a number of ways; we help them solve business problems, increase transparency and the flow of information, and help them structure their business in an optimal way, so as to successfully face the challenges that they face. We view our clients as partners and work collaboratively with them to achieve measurable results.
Using this partnership as the foundation of our approach, we provide our input at all levels of the organization to drive lasting change. We recognise and appreciate our clients' knowledge and experience and so focus all our attention to strengthen and enhance what has already been created, rather than try to be a substitute for management. Together, we create innovative strategies for solving management challenges.
Transparency, honesty, integrity
These are the core principles on which Centaur Trust has been founded, and which guide our behavior and shape the culture of our company.
We believe that all our clients deserve a world class level of service, and this is what we deliver. By applying our core principles, we set the highest standards for ourselves, and our clients, irrespective of their size.
In defining our relationships with our clients, we always take a long term view. Our aim is to really get to know each of our clients, and recognise that this can only be achieved by having a detailed knowledge of their business. Only then can we add value.
Our people always have professionalism at the forefront of their interactions with our clients. We take our role very seriously and recognise the trust our clients have shown in us. We therefore take responsibility for our actions and are committed to always act ethically and in the best interests of our clients. That is not to say that where we disagree with a client, we will not voice our honest opinion. We believe that in all our communications, it is our duty to be open and honest, always with the understanding of our clients that we do so to protect their best interests.
“No client is more important than the next”. This is a statement that has special significance to the way we organise our staff to ensure that each client receives world class service. Each member of our team is selected based on their particular skills, knowledge and experience, and is maintained and supported by our ongoing training programs.
At Centaur Trust, we do not believe in a “one size fits all” approach. Due to the confidential nature of our industry, and the need to build very high levels of trust in each relationship, we take a very personal approach to each of our clients. We recognise that the only way to gain our clients’ trust is to embed the principles of transparency, honesty and integrity as the driving force behind everything we do.
Our experience has shown that successful relationships are built when all parties have a common understanding and know what to expect from each other from the outset. This is of particular importance in the case of our relationships with our clients, as our philosophy, and the way we work, is very different from other service providers.
As the successful outcome of any mandate is crucially dependant on mutual understanding and common expectations, we spend a lot of time at the start of a new relationship with a client, to ensure that both sides have a clear picture of what is expected, our work and billing practices, our emphasis on detail and quality, and the need for complete transparency and co-operation.
Each organisation develops its own unique corporate culture. This evolves over time, depending on the current environment in which it operates, but the core values of a company seldom change by much. Therefore these values will determine the type of staff who will be employed by the company, as well as the profile of the clients it will attract.
It is for this reason that we place a heavy emphasis on communicating to all our clients exactly “who we are”.
We have a wide range of clients across many industries, from small businesses to major international corporations. We serve a wide array of needs with a distinctive client service model. We work both diligently and intelligently to ensure that the needs of our clients come first. And we’re not afraid to push the envelope or encourage restraint, depending on what the circumstances dictate. We are only as good as the reputation of our clients, and we willingly put our own reputation on the line to ensure that they get as much out of the relationship as we do.
We have had the privilege of working with some of the most well-known companies in the world and we don’t take this responsibility lightly. We have been by our clients’ sides during some of their most significant transactions, acting as a trusted partner and advisor, and have provided valuable input in the form of our specialised insight, in depth functional expertise, and a practical approach to build capabilities and deliver real impact. Our clients expect exceptional results from us, and we succeed by being integral to their success.