E2E Profit 100 partner Universal Partners: how client-centric innovation has driven our growth

In an unpredictable global financial landscape, where currency volatility poses ongoing challenges, Universal Partners has had a singular focus to ensure its clients are equipped to achieve their financial objectives.

(Universal Partners)

This focus has helped two ambitious founders grow a business into a fully regulated payments powerhouse in just six years, with 76 dedicated professionals serving over 700 clients and recording a turnover of more than £1.3bn. This success has been achieved by two core elements: providing our clients more control over the previously uncontrollable as they trade internationally; and continually bringing to market innovative products.

A New Landscape of Consolidation

Over the past decade, the financial services sector has witnessed a tectonic shift with the rise of fintech startups challenging the traditional banking model. Many established firms have found it challenging to adapt. Large payment companies, once thought invincible, are now often being subsumed by even larger conglomerates. Take Wise’s recent collaboration with SWIFT; once an industry outsider, Wise has come in from the cold to partner with the crown jewel of the traditional banking industry.

These consolidations have often come with a sudden change in priorities, where the client’s unique needs can take a backseat to the broader corporate agenda. In addition, as digital banking and automated investment platforms gain traction and grow, the emphasis on relationships and tailored solutions, once the bedrock of financial services, risk being eroded.

While robo-advisors and AI-driven financial platforms are on the rise, there remains a segment of the market that yearns for bespoke solutions — strategies crafted with a deep understanding of individual needs and industry nuances. The changing face of the industry means that we are one of the only companies offering these solutions, as many of the larger payment companies have been swallowed by other organisations that have other priorities.

Prioritising Customised Service in a Digital Age

With global economic uncertainties, ranging from trade wars to the aftermath of pandemics, businesses need more than just transactional relationships with their financial partners. They need allies. We have a more detailed and personal approach to banks, intermediaries and online transfer apps. In contrast to banks, we offer highly competitive exchange rates and same-day cross border settlements, working exclusively with those who require international payment services rather than the general services a bank provides.

While other intermediaries can offer a similar service, we take pride in crafting bespoke risk management strategies, leading to more dependable results. After all, each client’s payment requirements are distinct, each presenting a unique set of challenges and opportunities.

Our approach blends human expertise and technological advancements to best support our clients as they build relationships in overseas markets. Where online transfer apps might offer one-size-fits-all solutions, we ensure that solutions are tailored to meet every client’s distinct and evolving needs. This includes enshrining proactive communication within our daily operations, ensuring clients can seize unique opportunities and maximise their international trade.

Industry Accolades and the Power of Continuous Learning

Knowing that stagnation is the first step towards obscurity, we have been proactive in diversifying our product offerings and have integrated a range of new financial products, guided by customer feedback. We also have new banking partners on board that further enhance our capabilities to deliver optimal financial outcomes.

The industry has noticed - with our firm shortlisted as a finalist in the Scale-Up category of the premier British Business Excellence Awards and our founders named finalists in the prestigious Great British Entrepreneur Awards 2023. We have also had nominations in the Money Age Award and Fast Growth 50.

None of this would be possible without people, and we are proud to possess some of the best talent in the industry with the experience and dedication that ensures excellence for our clients when making international transfers and managing currency risk. We invest heavily in nurturing our talent and helping them to further build their knowledge and skills.

Every workday commences with an hour of training and insightful feedback sessions. This commitment to continuous learning ensures our team is always equipped with the latest industry knowledge and best practices. It also means our clients are making the right calls as they trade across borders, and sticking with us – demonstrated by our client retention rate of 92% since 2019.

We are proud to be more than just a financial service provider – and instead, consider ourselves trusted partners in our clients’ growth journeys. Over the coming years, we plan to continue championing the client-first, consultative approach – alongside cutting-edge technology – to continually set new benchmarks.

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