A software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services)
Responsibilities
Managing the Client Service function (Client Services & Professional Services) and report into the local services manager and local/remote Head of Client Services
Support the Professional Services deliveries
Management of customer queries
Support established KPI’s & KRI’s
Act as a primary client escalation for project and support related matters
Collaborate closely with additional teams both in the UK and Bucharest as and where required including:
Professional service
Solutions
Technical Product Management
Corporate IT
Compliance
Ensure the Help Desk service is delivered in accordance with the service level agreements
Ensure that the effective monitoring is in place across supported services
Handle line reports and be responsible for
Setting of objectives and monitoring progress against these objectives
Monthly one to one meetings and associated report generation
Personnel initiatives and issues
Requirements
Excellent level of spoken and written English
3-4 years experience on a helpdesk or similar client-facing role
Strong leadership skills including:
The ability to act as key escalation point and lead a group in service delivery
Motivational leader who has the ability to resolve conflict
Leadership of diverse cross location teams
Coaching individuals and development to talent within the support group
Strong organisation and planning skills
A skilled negotiator with an ability to influence and ensure conclusive resolutions
Able to build and maintain strong relationships both internally and with clients
Service-oriented approach, good customer-facing telephone/email capabilities
Confirmed Project Management Experience either KANBAN or Prince 2
Good knowledge of SQL (specific SQL Server experience is best) Financial messaging (SWIFT FIN, FIX) and financial post-trade service providers (Omgeo, SWIFT Accord)
Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations
