Client Operations Manager - Senior Associate

Our Team is responsible for a wide variety of products and processes and in this role you will manage a small team of client facing individuals across a number of instrument types. You will also act as an escalation point for client issues and ensure understanding/awareness of IBOR (Investment Book of Records) Management and reconciliation. In this role yyou will partner with clients to understand their priorities and book of change.

Job responsibilities:

• Point of escalation for all incoming and outgoing client queries across a varied range of products (including but not limited to Equity, Fixed Income, ETD, OTC, CFD, Cash).
• Partner with MBM teams to ensure that client SLA’s are met.
• Perform trend analysis to identify opportunities for process improvement and enhanced control.
• Create/oversee MI Collation, Incident Reporting and Client Operational Review deliveries.
• Liaise with external third parties – brokers, custodians, transfer agents and vendors; and awareness of market changes and developments that could impact clients.
• Developing client relationships to understand their fund structure, trading behaviours and strategies
• Involvement in new fund and product launches and involvement / driving projects designed to enhance and improve existing processes and systems.

Required qualifications, skills and capabilities

• Strong interpersonal and people management skillset
• Ability to identify, manage and prioritise client escalations
• Previous client facing experience is essential
• Product knowledge particularly of Equities, Fixed Income, Cash Markets, FX, Exchange Traded Derivatives and general trade lifecycle is preferred but not essential.
• Well established client service / relationship building skills with the ability to build strong relationships with a wide variety of diverse groups, both internally and externally.
• Ability to deliver against KPI’s and client SLA’s.
• Flexible, organized attitude towards work with the ability to prioritize workloads while working under pressure to manage changing and competing demands.

Preferred qualifications, skills and capabilities

• Strong influencing skills and ability to challenge existing processes and controls
• Attention to Detail alongside strong analytical and problem solving skills.
• Ability to self-motivate and willing to take responsibility of issues and resolution.
• Knowledge of industry and vendor products would be useful but not essential.