Client Service Manager – Securities Services
We are committed to delivering outstanding service and fostering a welcoming, inclusive environment for both clients and colleagues. By focusing on building lasting relationships, doing the right thing, exceeding expectations, and valuing diversity and inclusion, we strive to create a workplace and client experience that reflects our core values.
Job Summary:
As a Client Service Manager within the Securities Services function, you will be part of a high-performing team delivering end-to-end investment servicing solutions to institutional clients. Services provided include custody, fund accounting and administration, middle office operations, foreign exchange, liquidity management, securities financing, collateral management, data solutions, and regulatory insights.
This role serves as a central point of contact, escalation, and client advocate, working closely with internal stakeholders to ensure service excellence and a proactive understanding of evolving client needs. The primary client base consists of asset managers utilizing services such as Global Custody, Depository, Fund Administration, and Transfer Agency.
Key Responsibilities:
1. Manage a portfolio of asset manager clients within Securities Services.
2. Maintain high service standards and manage client expectations in collaboration with internal stakeholders.
3. Serve as the key contact and escalation point for all client-related service matters.
4. Resolve complex client issues efficiently, often requiring cross-functional coordination with departments such as Sales, Operations, Onboarding, Product, and Technology.
5. Establish and manage a governance process to monitor service levels, utilizing KPIs and RAG ratings.
6. Seek opportunities to improve the operating model, enhance efficiency, and reduce risk, including influencing client behavior when necessary.
7. Ensure accurate and timely billing across all service lines.
8. Lead remediation projects to address gaps where service delivery does not meet client expectations.
9. Advocate for client needs across the business to ensure alignment with service delivery and decision-making processes.
10. Communicate clearly, concisely, and effectively with all stakeholders, including during complex or sensitive situations.
Required Qualifications, Capabilities, and Skills:
11. Client Management & Presentation: Experience managing demanding client relationships and confidently leading client-facing meetings.
12. Communication: Excellent communication and interpersonal skills; capable of influencing across teams and levels.
13. Problem Solving: Strong analytical and resolution skills for handling complex, evolving client issues.
14. Planning & Organization: Ability to manage multiple tasks and priorities under pressure.
15. Attention to Detail: High degree of accuracy and diligence in service execution.
16. Leadership: Ownership mentality with the ability to hold stakeholders accountable and broker successful outcomes.
17. Proactive Mindset: Identifies inefficiencies and drives improvements through collaboration with clients and partners.
18. Industry Knowledge: Solid understanding of securities services and investment operations.
19. Diversity & Inclusion: Commitment to fostering a diverse and inclusive environment that enhances decision-making and organizational success.
20. Risk Awareness: Incorporates risk and control considerations into daily activities.
21. Self-Management: Independent, results-driven, and able to prioritize effectively.
Preferred Qualifications, Capabilities, and Skills:
22. Experience within an operational environment in securities services, particularly involving hedge funds or private equity.
23. Familiarity with investment banking products and a desire to deepen industry knowledge.
24. Positive attitude and strong work ethic, especially under pressure.
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