Description
This organisation provides their clients with comprehensive Investment Operations Outsourcing solutions covering the full universe of:
- Trade services
- Asset Services
- Client Reporting
- Performance Measurement
- Derivatives operations and Collateral Management
The main purpose of this role is to work closely with the team of client service managers to improve a number of manual processes, reducing risk and increasing productivity, helping to shape the future of the department. This role will also include ownership of IOO Client Service delivery to some small IOO clients through pro-active consultation, management, ownership, tracking and resolution of their current service issues and future service requirements.
ROLE AND RESPONSIBILITIES
- Primary point of contact for all Custody related queries from clients and internal contacts
- Ownership, management and resolution of all client queries
- Close liaison with Client Service Manager and the Service Support team as part of the virtual team
- Responsible for timely clearance of Recs/Overdrafts/Failing Trades/Non Receipts
- Focuses on resolution of issues with complex transactions, where expertise is required to interpret policies, guidelines and/or processes
- Identifies service efficiency enhancements, process improvements and service delivery, using creative and proactive measures
- Ability to facilitate discussions and reach decisions
- Identifies and manages resolution of service delivery root causes.
- Participates in Service Reviews as required.
- Coordinates and manages Client/Management MIS as required.
- Build and maintain strong relationships with all internal partners.
- Maintain and monitor all client data and standing instructions.
- Monitoring and resolution of cash and stock exceptions
- Monitors and manages any credit facility breeches in a timely manner.
- Resolves ASL situations in a timely manner.
SKILLS/EXPERIENCE
ESSENTIAL
- Excellent knowledge of Global Custody services and products
- Effective communicator at all levels
- Experience of direct client servicing
- Ability to work under pressure and meet deadlines.
- Needs to demonstrate the ability to be a team player.
- Ability to plan and prioritise their day to day workload to meet client deadlines.
- Ability to review and resolve complex issues.
- Demonstrates an excellent understanding of risk associated with the role