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Client Services Team Lead

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Job Description

Our Client

  • 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
  • Regulation, MiFIR / EMIR

Our client offers

  • Pillar 3 Supplemental Pension
  • 25 days’ holiday a year
  • Private medical insurance
  • Group life insurance policy
  • Meal vouchers
  • Share Purchase Plan
  • Volunteering Days
  • Bookster

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