Manager

Why join us?

Client Service is a key differential feature within the highly competitive custody industry and it is therefore imperative that the highest levels of client service are delivered and maintained. Performance in this key area is reflected via internal and industry surveys and any perception of deterioration in client service will have a significant impact on both business retention and the ability to win new business.

Contribute to the establishment and maintenance of the MSS reputation for service excellence in the Custody and Banking product lines within MSS.

Contribute to the profitability and growth of the MSS client base by delivering an excellent client service experience and striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.

The Opportunity:

• Contribute to the establishment and maintenance of the MSS reputation for service excellence in the Custody and Banking product lines within MSS.
• Contribute to the profitability and growth of the MSS client base by delivering an excellent client service experience and striving to enhance existing institutional relationships through improved service and developing a service model and reputation that attracts new clients.

What you’ll do:

• Provide response to queries within agreed SLA, ensuring all queries are logged onto Qtrack
• Develop a comprehensive understanding of HSS’ clients and to assist the Account Manager in identifying business development and growth opportunities
• Working with MSS Operations to enhance service quality
• Ensure that global custody develops and consistently maintains a premier quality reputation internally and externally in respect of all Client Service functions, progress to be measured through industry sources and surveys
• Drive rigorous customer centric quality initiatives to increase Quality awareness in the team.
• To be fully aware of the controls framework and take  a pro-active approach to reduce operational risk

What you will need to succeed in the role:

• Possess Trade Settlements, Asset Serving or Payments background and knowledge - Securities experience and familiar with the processing environment.
• Excellent knowledge of global custody and securities services industry
• Experience in both client facing and back office roles
• Team player with good influencing and negotiating skills
• Ability to apply innovative solutions to resolving client demands
• Excellent communication skills
• Excellent time management and prioritisation of work tasks
• Self-motivated, enthusiastic and proven rapid learning capabilities

What additional skills will be good to have?    

• Experience or traning in Project Management, Advanced Excel or Macro, Statistics or Data Science
• Lean Six Sigma certification or similar
• Those who have IOC qualifications will have an advantage.