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Operations Client Relationship Manager (maternity cover)

Closing date
30 Jul 2021

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Job Details

Company description:

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like "hard work" and "dedication" together with "community" and "respect" has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Job description:

Description of the Business Line or Department
The Operational Client Relationship Management team (OCRM) team is a cross product and cross-functional pre and post-trade client relationship management team, whose main purpose is to build and develop relationships with a select number of GBSU Tier-1 clients and to work with senior internal partners to develop and improve operational services.
Summary of the key purposes of the role
Act as voice of client to internal stakeholders to retain client business activity Ensure delivery of GBSU services meets or exceed expectations of Tier-1 Clients Provision of industry and regulatory intelligence to clients and internal stakeholders Continuously expanding tangible and visible relationships with client and internal business partners Espouse and promote values of outstanding client relationship management to those around you Assisting clients with implementing post-trade efficiencies through digital or process enhancements
Summary of responsibilities
* Take responsibility for SG's Tier-1 and legacy client escalation and client request matters
* Organisation and delivery of formal client interactions to capture client expectations and NPS (or equivalent) attended from time to time by senior firm leadership
* Promotion of SG digital tools to clients
* Contribution to value- or function- chain specific working groups to inform internal audience of client feedback, action points and incidents as well as infrastructure and strategic plans
* Provision of updates to senior firm leaders and business partners on pertinent client topics
* Developing and diversify client contact network
* Definition and implementation of action plans following client escalations or client interactions to stimulate development and improvement of processes and functions
* Empowering and nurturing relationships with GBSU teams to adopt right client centric approach
* Record keeping of OCRM services maintained in a timely fashion
* Organisation of added-value or advisory events and services to ensure SG group expertise is leveraged to the benefit of clients, (i.e.: conferences, newsletters)
* Attendance at industry and market events and communication of outcomes to internal audience and clients
Provide ad-hoc assistance with the delivery of change the bank initiatives
Delegated responsibilities
* Preparation of client interactions - OCRM expected to ensure performance indicators and information on client activity and incidents which are requested from SGCIB teams are delivered in a timely manner, which can be achieved by tracking responses in Excel
* Follow up of client incidents & action points - OCRM expected, where necessary, to request and follow-up post-mortems and action plans following client escalations and/or client interactions, achieved by tracking status in Excel
* Added-value events - OCRM expected to organise added-value events although content and delivery of discussion topics and presentation remains with subject-matter expert, achieved by tracking progress of event in Excel
GBS Sponsor - OCRM expected to prepare GBS Sponsor discussion points for client interactions using a formalised procedure and presentation

Profile description:

* Outstanding communication skills -candidate represents SG and expected to adapt communication to wide-ranging audience (Operational SMEs, FO, C-suite etc)
* Ability to act with gravitas and promote a culture of seriousness in approach to all tasks and relationships to those around you
* Appropriate Experience in a capital markets post-trade functions, preferably with exposure to multiple asset classes and functions, with understanding of securities and derivative lifecycle events
* Operations-relevant Professional qualifications desirable (i.e.: SII Investment Operations Certificate)
* Established profile of meeting and interfacing with external clients (preparing and attending meetings or calls)
* Proven track-record of delivering client satisfaction through resolution of client incidents
* Experience of effective interface with MD-level senior management, and cooperation with FO stakeholders
* Evidence an instinctive inquisitive mindset to obtain the best possible result for the client and/or the firm
* Ability to swiftly grasp details of sometimes complex operational client issue and determine necessary actions for resolution
* Skills of persuasion and influence of internal stakeholders to implement positive change
* Intermediate Excel and PowerPoint skills
* High-level understanding of capital market regulatory environment
Demonstrate impartiality and objectivity in decision-making approach
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