Client Service Account Manager - VP

We have an obsession for taking care of our customers and employees and making them feel welcomed and valued through building lasting relationships, doing the right thing, exceeding expectations, and having a strong commitment to diversity and inclusion. Using the latest banking solutions, combined with cutting-edge financial technology and the most welcoming and friendly service, you’ll be front and center representing our brand and culture. You will have the opportunity to help people experience our Customer Promise 

Job Summary:

As a Client Service Manager within our Security Services function you will join a best in class team collectively providing comprehensive solutions spanning the full investment cycle to help institutional investors succeed now and in the future. Our world-class suite of services includes custody, fund accounting and administration, middle office services, foreign exchange, liquidity management, securities financing, collateral management, data solutions and regulatory insights. You will act as a single point of contact, escalation and advocate for all of our client’s servicing requirements. It will require working in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Your role will focus on asset managers who will typically have Global Custody, Depository, Fund Administration and Transfer Agency as their primary products.

Job Responsibilities:

• Manage a portfolio of asset manager clients within Securities Services 
• Maintain responsibility for ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners 
• Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters.
• Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner. This will often involve working cross functionally across a number of departments such as Sales, Operations, Onboarding, Product, Product Development and Technology teams and obtaining “buy in” from the business to meet the clients’ needs and achieve a manageable solution
• Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilizing KPI and RAG ratings
• Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviors 
• Ensure accurate and timely fee billing for all products
• Define and manage a remediation project to address any areas where service is no longer meeting client expectations
• Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making
• Deliver strong client communication as appropriate and broker successful outcomes to difficult and complex issues.  Communicate in a clear, concise and efficient manner.

Required Qualifications, Capabilities , and Skills

• Client Management & Presentation - Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships.  Must be confident, articulate and be able to combine diplomacy and assertiveness in leading client meetings such as service reviews or ad-hoc issue/resolution meetings.
• Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels
• Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an 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, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.
• Proactive – Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions
• Knowledge – Strong understanding of products and the ability to understand the  client organization including their strategy and objectives 
• Diverse - demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organizational success
• Ability to demonstrate inclusion of risk and control parameters in daily activities
• Self-reliant and results orientated able to prioritize key tasks effectively

Preferred qualifications, capabilities and skills

• Experience gained in an operational environment, particularly in securities services or supporting hedge funds or private equity, would be beneficial
• Knowledge of CIB products and an enthusiasm to develop their knowledge across the Securities Services Industry 
• Strong work ethic and positive attitude under pressure