Client Service Manager, Direct Custody and Clearing, Securities Services

Job description

Client service delivery Own the client service model and ensure delivery against agreed service-level agreements, key performance indicators and contractual commitments. Build trusted relationships with institutional clients, asset managers, asset owners, banks, broker-dealers and other market participants. Lead client governance forums, service reviews and continuous-improvement discussions for the clients that the candidate is responsible for.

Ensure client feedback is captured, analysed and converted into measurable service enhancements. Promote a consistent, client-focused experience across markets, products and service teams. Ensure issues, incidents, complaints and breaches are recorded, investigated, remediated and escalated appropriately. Support client retention, wallet growth and new-business activity through differentiated service delivery. Contribute to client pitches, due diligence questionnaires, tenders and solution discussions.

Support the launch and adoption of new products, platforms and market capabilities. Support adoption of digital channels, workflow tools, automation and reporting capabilities. Ensure change programmes are implemented effectively, with appropriate client and operational readiness. Delivery of service-improvement and transformation initiatives. Client facing experience in securities services, custody, asset servicing, post-trade or a related financial-services environment.

Understanding of the securities-services lifecycle, including trade settlement, custody, corporate actions, income processing, reconciliations, cash management and client reporting or related discipline. Demonstrated success managing institutional-client relationships and high-impact escalations. Strong understanding of operational risk, controls, regulatory expectations and service governance. Experience delivering technology, process-improvement or operating-model change.

Commercial awareness and the ability to connect service quality with business outcomes. Excellent communication, influencing and stakeholder-management skills. Strong client advocacy and problem-solving ability. Ability to operate effectively across countries, cultures and organisational boundaries. Data-led approach to performance management and continuous improvement. Ability to simplify complex issues and communicate decisions clearly.

Resilience and composure when managing incidents or competing priorities. Commitment to responsible decision-making, strong controls and ethical conduct.