Job Role:
A skilled professional is required to manage a portfolio of high-growth and strategically important clients in the ETF business.
The successful candidate will ensure exceptional levels of service to clients and coordinate with business partners to manage their expectations.
They will act as the key contact and escalation point for clients, stakeholders, and the business on all service-related client matters.
Responsibilities include resolving complex client issues with minimum impact to the client and the business in a timely and effective manner.
Opportunities to enhance the operating model and influence client behaviors will also be identified.
A governance process covering all products will be set up and managed, incorporating appropriate measurement and monitoring of service levels using KPIs and RAG ratings.
Accurate and timely fee billing for all products will be ensured.
Remediation projects will be defined and managed to address areas where service is no longer meeting client expectations.
The role requires a strong understanding of products, particularly ETFs, and the ability to understand the client organization, including their strategy and objectives.
Key skills and qualifications include:
* Client Management: Experience in dealing with demanding client organizations and an ability to develop strong client relationships.
* Problem Solving: Ability to resolve problems in intricate, unique, and dynamic situations requiring in-depth evaluation of procedures and associated regulations with input from multiple stakeholders.
* Planning and Organizing: Ability to work independently and multi-task under pressure.
* Attention to Detail: Diligently attends to details and pursues quality in accomplishing tasks.
* Leadership: Takes personal ownership of issues, brokers optimum outcomes, and holds business partners accountable for delivering high levels of service demanded by clients.
* Proactive: Ability to identify sub-optimal processes, such as those that are manual and high-risk, and work with clients and business partners to develop solutions.
* Strong Microsoft Excel, PowerPoint, Word, and Outlook skills are also essential.
Preferred Qualifications
* Experience gained in an operational environment, particularly in securities services or supporting ETFs, would be beneficial.
* Knowledge of CIB products and enthusiasm to develop knowledge across the Securities Services Industry.