Description
RESPONSIBILITIES OF THE ROLE INCLUDE :
Act as point of contact for clients - manage the day to day relationship with clients:
- Dealing with clients (and counterparties') queries
- Gather and synthetise clients' recurrent issues for analysis and solution
- Liaise with other departments of the bank with a view to resolving clients' issues
Monitor and improve the quality of the production with regard to the client
- Monitoring of the main production variables, upon which the quality of the collateral offering is evaluated by the client
- Take initiatives aimed at improving the level of service to the client:
- In-depth investigation/resolution of production anomalies
- Put forward proposals for service improvements, whilst striking an appropriate balance between client satisfaction and controlling operations risk
- Prepare and contribute to client service reviews (review of operational performance and issues
- set up KPIs at client level
- review/comment and define action plans resulting from the interpretation of these KPIs
- Procedures - Document and update procedures that are client specific
Client on-boarding - Planning
- Create and maintain a plan for the on-boarding of each client that details all activities required within Collateral Management Operations.
- Coordinate the plan with Business and other Operations' stakeholders
- Contribute to reporting for BP2S management for their prioritisation
Client on-boarding - Execution
- Work with the Business Analyst & IT project team on clients' specific requirements
- Sign-off of specifications and user testing
- Preparation, running of parallel runs and reporting to the client
- Liaison with the client on any pre go-live issues and resolution of issues post go-live
- Write up/review clients' SLAs
- Training of team members of 3CM Operations
New agreements/amendments
- Input/validation of new agreements in Algo
- Review capacity/workload requirements and constraints with the Head of the 3 CM team
- Discuss requirements to streamline collateral agreements which are not sustainable within acceptable operations risk parameters (in conjunction with BP2S relationship managers)
- Interact with CIB teams to ensure that the set-up for new agreements adheres to global best practices
Daily Operations Production
- Capacity management: assist margin call analysts for margin calls, interests, dispute management, controls
- Assist/coach junior staff in their day to day work with clients
- Good collateral management and clearing experience in a client facing role (min 2-3 years)
- Knowledge of cash and securities settlement processes and reconciliations
- Strong communication skills
- essential for client on-boarding and the resolution of day to day issues -: clients, counterparties and internal stakeholders (ie middle offices credit and legal, etc)
- deliver effective presentations to clients (operating models, client service reviews, )
- explain the introduction of new processes to off/near shored teams
- Analytical skills and capacity to synthetise
- problem solving
- ability to contribute to the design of new operations processes
- ability to write up succinct reports (eg activity reports) and comments (eg KPI comments)
- Strong awareness of operational risk and attention to detail
- Committed team player - there may be long hours
- Easily adaptable and capable of dealing with change (evolution of the regulation, enhancement of the offering, diversity of clients, .)