Janice Copperstone, Director of Trustee and Corporate Services at Trident in Trust Malta, is celebrating a significant milestone - her 10th anniversary with the company. Having started her career in the accounting department as a senior executive, Janice was one of the first members of the Trident Trust Malta team and has witnessed its growth from fewer than 10 employees to nearly 80.
During this time, she has taken on diverse roles, ultimately advancing to Director, gaining practical and leadership experience across various areas of accounting, corporate services and operations. In this interview, Janice reflects on her journey, leadership approach, and the changes she has observed in the industry over the last 10 years.
Congratulations on your 10-year anniversary at Trident Trust! Looking back, what milestones and achievements stand out to you?
Janice: When I joined Trident Trust, the company was just starting to establish itself in Malta, and I came from a Big 4 firm where the duties were very segregated. Here, I was given the opportunity to wear many hats, which allowed me to build practical and leadership experience in various aspects of accounting - everything from bookkeeping and tax to VAT and financial statement preparation. Over the years, I transitioned through different roles, from heading the accounting department to taking on the role of COO. This progression gave me a well-rounded understanding of the company’s operations and strategic goals. Watching Trident Trust grow alongside my own career has been very rewarding.
How did your progression from Assistant Manager and Manager to Director shape your approach to leadership and client service?
Janice: Transitioning through various roles provided me with valuable insights into different departments and enabled me to collaborate with diverse teams. I learned early on that leadership is not a one-size-fits-all approach. Each team member has their own strengths and challenges, and it is important to tailor your leadership style to help them grow. I make it a priority to support team members in their development, helping them not only develop their strengths but also constructively address areas for improvement. This approach, in turn, has influenced how I interact with clients - understanding their individual needs and building strong, trusting relationships is key.
How do you ensure effective communication and strong relationships with your clients?
Janice: Open and transparent communication is essential. I make myself accessible to clients, ensuring they have my contact information and know they can reach out to me whenever necessary. I am also included in all key communications so that I can step in at any time to support them. It is crucial that clients feel comfortable coming to us with any questions or concerns, knowing that we will always listen and do our best to provide tailored solutions that meet their needs.
Can you share examples of how Trident Trust's client-centric approach has made a real difference in a client's experience?
Janice: There have been instances where clients needed urgent assistance outside of regular hours – for example, on weekends or public holidays. In such cases, we always strive to accommodate their needs as much as possible, whether it is arranging an emergency board meeting or attending to other time-sensitive matters. By prioritising their needs and going the extra mile, we have earned their trust and confidence, which often leads to greater responsibilities being entrusted to us. This commitment to their success is what keeps our client relationships strong.
How do you maintain a strong work culture that attracts and retains talent?
Janice: We maintain a strong work culture by consistently communicating our core values and leading by example. We have an open-door policy, encouraging open communication, whether personal or work-related. We heavily invest in training and development for our people, recognising and rewarding successes along the way. This not only attracts top talent but also helps us retain it by creating an environment where people feel supported and valued.
What are some of the challenges and rewards of overseeing daily operations and providing executive direction for program strategies and efficiencies?
Janice: Balancing multiple tasks with strict deadlines can be challenging, especially when people are under pressure to get things done. Time management becomes crucial. I have to remain organised and help my team prioritise and manage their workload effectively. While some tasks can feel repetitive, the key to staying motivated is focusing on the bigger picture and supporting the team in achieving their goals.
The most rewarding part of my role is receiving positive feedback from both clients and colleagues. Receiving messages and acts of appreciation always puts a smile on my face. When I see my team members grow and succeed, it makes all the hard work worthwhile.
How have you seen the industry evolve over the past decade, and what trends do you foresee in the future?
Janice: Over the last 10 years, the industry has seen increased regulation and enforcement, and today there are more regulatory pressures, particularly in areas like compliance and reporting. The enforcement of fines has increased, making it crucial to stay up to date with new regulations and changes.
We have also seen the rise of remote working, accelerated by the COVID-19 pandemic, which has influenced workplace culture, productivity tools, and employee expectations.
Technology such as AI and machine learning will continue to change the way we work, but human expertise will always remain essential to ensure systems are implemented effectively and processes run smoothly.
What advice would you give to those starting out in the financial services industry, especially in roles related to trust and corporate services?
Janice: Always challenge yourself to be better and aim higher. Take initiative and be proactive. Embrace feedback, whether it is positive or negative, and use it to grow. Identify what sets you apart and cultivate those strengths.
Looking back at your career, what personal qualities or skills do you believe have been most crucial to your success?
Janice: Reflecting on my career, a can-do attitude has been crucial to my success. This mindset, combined with resilience, adaptability, and integrity, has enabled me to tackle challenges head-on and stay motivated. Effective communication, problem-solving skills, and strong leadership have also been essential. Additionally, empathy and time management have helped me build strong relationships and maintain productivity.
Outside of work, what are you passionate about?
Janice: Work-life balance is important to me, and one of the ways I maintain that is by staying active. Regular exercise helps me manage stress and stay sharp. I also enjoy dancing and traveling, both of which are great for my wellbeing.
As she looks ahead, Janice remains focused on embracing new challenges and opportunities, ensuring that Trident Trust continues to excel in the financial services industry, building on its strong reputation in Malta’s business community.