Join our dynamic team as a Client Service Delivery Associate and become a vital part of our mission to elevate client experiences.
As a Client Service Manager within the Custody Client Facing Team, you will oversee the operational management and control of the daily workflow, ensuring efficient and effective service delivery. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships.
Job responsibilities
As a Client Service Manager within the Custody Client Facing Team, you will oversee the operational management and control of the daily workflow, ensuring efficient and effective service delivery. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships.
Job responsibilities
- Manage the workflow through the life cycle of Trades, Cash, FX, Corporate Action and Income products
- Operationally manage and control the daily workflow within the Custody Client Facing team
- Maximize team capacity through effective resource planning and ensure team structure is robust through effective training and succession planning
- Ensure all daily controls and client query management are completed and signed off, including client service inquiry resolution, cash and stock break, event management, as well as all key metrics are produced as required
- Provide effective communications to the department, ensuring staff are aware of strategic and regulatory changes in the organization
- Conduct ongoing review of content and presentation of Standard Operating Procedures, in line with introduction of new policies and ongoing risk management activities
- Contribute to the strategic development of Global Custody products, Global Custody Client Facing team organization
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in Settlements, Trade Support, Cash, Asset Servicing, Reconciliation, Risk and Control, and Custody within a financial institution
- Bachelor’s degree or equivalent
- Strong ability to learn ongoing stream of new markets, products, and processes
- Strong risk and control awareness, including ability to effectively prioritize workloads and work to critical deadlines
- Confident communication skills in all mediums to both internal and external clients.
- Proficient in Microsoft Office products including Word, Excel, Access, and Outlook
Preferred qualifications, capabilities, and skills
- Ability to analyze a process and recommend ways to improve quality, control, and efficiency.
- Drive continuous improvement initiatives for high-quality client experiences.
- Analytical, problem-solving, critical thinking, and decision-making skills, with the ability to work independently and multi-task in a fast-paced environment.
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