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* Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards* Provide coaching and support to team and serve a point of contact for escalations* Develop and maintain client portfolio through regular calls and face to face interaction, as needed* Inform clients about problems (system failures, market issues) and provide regular resolution updates* Advise on and advocate the implementation of process improvement and reengineering to improve client experience* Maintain knowledge of new market and regulatory requirements affecting client portfolio/base* Escalate customer feedback, processing delays and errors appropriately* Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary* Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment* Relevant experience (customer service/business/financial environment) preferred* **Additional European language (French/German) will be an asset*** Demonstrated project management and organizational skills to prioritize multiple tasks* Proven self-reliance and accountability and ability to manage risk* Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders* Proven investigative and analytical skills
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