Client Services EU (Global Delivery Center)

CLIENT SERVICES EU - MANAGER/ AVP

Position Purpose

Within the Global Markets Client Management division of company, the EMEA Global Markets Client Service Technical Support team’s objective is to provide our clients with a top of the range service (valuation reports, event notifications, factsheet) and ensure a dedicated follow up of their products.

Working closely with the different Global Market teams ( Sales , Business manager , Middle and Back Office, etc ) , métier ( GECD and FI ) and products ( Equity, Commodities, Credit, FX and Interest Rate derivatives, etc ), the EMEA Global Markets Client Service Technical Support engages all level of management internally in developing operational efficiency to advance the firm to firm relationship.

Overall, through a dedicated operational relationship and a single point of contact, the team is responsible for the client satisfaction on any Post trade services.


The job holder will be responsible for the day to day management of the team, ensure quality standards are maintained and exceeded. Reaching Operational excellence is expected for this role. The job holder will also have good technical skills and be able to problem solve and trouble shoot incidents and find appropriate workarounds

Responsibilities

Produce day to day services Global Markets

Ensure the valuations reports parameterization in systems in accordance to the current procedures, cross asset classes and ensure the correct and timely production and delivery of these reports
Ensure the event notification reports parameterization in systems in accordance to the current procedures, cross asset classes and ensure the correct and timely production and delivery of these reports
Ensure the production of factsheets in a timely manner
Ensure daily quality controls
Manage priorities in relation with trading and marketers
Ensure Operational efficiency

Maintain, enhance and develop relevant operational related policies and procedures.
Propose and / or sponsor any improvement ( automate ) that could help to streamline or secure processes
Coordinate transversal matters to deliver expected services
Remove operational barriers to grow relationships
Propose enhancements to strengthen the tools and processes in place and actively participate to the User Acceptance Tests (UAT)
Maintain internal network

With the Sales dedicated to the client to get an accurate and updated understanding of the client need
With Back and Middle Offices to ease problem solving through a partnership based relation
Share and disseminate the common objective of global client satisfaction
Achieve Client Satisfaction

Advocate for client while upholding bank policy and industry regulation
Develop Firm to Firm relationship across product disciplines and functions
Operational risk management

Ensure a yearly review with legal to update disclaimers if necessary
Maintain the incident database and declare IMS incident > 15000 € / 20000 $
More generally , always report to management identified potential risk
Key contributions

Maintain and develop relationships with internal stakeholders (FO, Marketers …..)
Contributes to develop of systems (bring ideas re. new functionality to improve the system)
Contribute to the enhancement and tools to mitigate Operational risk.
Contribute to the development of colleagues through knowledge sharing on all aspects of the role.
Be open minded and suggest ways to continually streamline and improve the process