GBM - Public-LONDON-Vice President-Client Services - Operations London, England
Job description
Our core value is building strong relationships with our institutional clients, which include corporations, financial service providers, and fund managers. We help them buy and sell financial products on exchanges around the world, raise funding, and manage risk. This is a dynamic, entrepreneurial team with a passion for the markets, with individuals who thrive in fast-paced, changing environments and are energized by a bustling trading floor.
YOUR IMPACT
Are you looking to work in a dynamic team to drive outstanding client experience? The Client Coverage Group (CCG) in Global Markets is seeking professionals who are motivated, ambitious and excited about contributing to our Business and to be part of a team that is responsible for driving change within a demanding and complex environment.
OUR IMPACT
The Client Coverage Group (CCG) / Client Service Manager Role in Global Markets serves as a single point of contact for clients of the firm. The team oversees the strategy and execution of our front to back client experience, and through pre-trade engagement to day to day issue resolution, we partner with our clients and internal teams to deliver outstanding operational service. The primary responsibility of the CCG team is to offer support for our clients and strategically partner with them to enhance overall operational service levels. The team acts in partnership with a wide variety of groups across the firm globally, with daily interaction across other Operations teams, including Client Onboarding, Trade Management, Asset Servicing, Margin, Settlements, Regulatory, etc. As well, work closely with Technology, Legal, Credit Risk, Compliance, and Business Leadership. Operations are heavily involved in new product initiatives and process improvements to streamline our support model.
HOW YOU WILL FULFILL YOUR POTENTIAL
- Build, maintain and enhance client relationships with new and existing clients.
- Provide clients with a single point of contact for a wide range of operational issues and account management queries, including addressing execution and position breaks
- Meet with clients to understand day to day expectations, strategic goals, and mutually agreed project plans
- Work with lines teams to ensure exceptions are process timely and queries resolved under the client’s Service Level Expectation (SLE)
- Compile and analyse metrics to assess client efficiency opportunities. Proactively review post trade metrics and monitor STP data to dynamically identify emerging issues and solutions
- On-board clients onto optimal channels
- Partner with Account Managers and Operations Command centres to identify change solutions and drive improvement plans
- Work with line and change teams to prioritize tech investments, strategic projects and process improvement initiatives that will improve client STP rates, reduce risk and/or improve service delivery
- Make risk/service decisions on behalf of clients within certain thresholds
- Attend conferences/events with key clients to learn and keep up to date on industry/build relationships
SKILLS & EXPERIENCE WE’RE LOOKING FOR – BASIC QUALIFICATIONS
- Degree in a relevant subject matter
- 5 years + industry experience
- Ideal candidate will have worked in a Client Service position previously or have worked in a trade / post trade environment and have a demonstrated service skillset
PREFFERED QUALIFICATIONS
- Client service focused mindset
- Strong understanding of multiple products across asset classes
- Front to back knowledge of trade lifecycle
- Understanding of internal systems and process flows
- Educated on leading industry initiatives, Fintech solutions and regulatory changes
- Ability to influence internal stakeholders on behalf of clients
- Lead without direct oversight - Influence line teams to prosecute their book of work to adhere to client SLE
- Strong program management skills to focus organize and lead strategic client book of work
- Strong communication skills - ability to talk to people of various levels and disciplines
- Strong team player, collaborates with others to drive optimal outcomes
- Judgement & problem solving, thinks ahead, anticipate situations. Can analyse complex issues and identify clear objective solutions
- Influential: can present sound, persuasive rationale for new ideas and support the recommendations of others
