Client Account Manager – 12 Month FTC recruitment
Purpose of Position
This is a new position created upon the reorganisation of the existing Broker Dealing Outsourcing (BDO) operations team to strengthen the management structure following the recent strong growth of the BDO business (doubling the number of clients and more than doubling trade volumes).
The purpose of the role is to build and lead a team of client account managers dedicated to servicing BDO clients. The focus is on service quality, not service delivery. The position holder will manage the team, and drive the team's focus on improving service quality. In addition, you will manage at least one key account.
You will have client contact at all levels within client operations teams, will need to work very closely with the rest of the BDO operations teams (whose focus will be service delivery) and will liaise closely with the BDO Relationship Management, Change and Product teams.
The role will include responsibility to drive the UK aspects of the program of work to improve efficiency and rationalise processes. You will need to be hands on in regard to understanding, enhancing and developing efficiencies and will work with Operations and Change teams in all locations (particularly Lisbon and Paris).
Purpose of Department
The BDO operations team is part of the Clearing and Custody Services UK business line. It exists to provide support to BDO clients serviced by Securities Services operations globally and act as the single point of contact for these clients.
This support includes:
- Account Management
- Trade Capture
- Reporting
- Monitoring and prioritisation of settlement issues
- Query resolution
- Liaison with all other Securities Services teams and locations
- Service review and SLA maintenance
- UAT and client implementation
- Assistance with change management
- Client support for settlement related tasks particularly complex, less BAU tasks e.g. IPO's, buy-in management etc
- Financial Control
- Data management
Liaises with
Internal:
- Middle Office Support operations
- Global Custody Services operations
- All Securities Services operations
- Relationship management
- Product
- Change/IT teams
- System provider
- Various Functions departments including Internal Audit, Finance, Billing
External:
- BDO Client ops teams
- Market counterparties and Custodians
- BDO client front office support
- BDO client banks
- External audit
Key Responsibilities
- Build and Manage a team of client account managers with responsibility for the following:
- First Client Issue escalation level
- Capture, ownership and resolution of client issues
- Client service reviews
- Establish performance indicators undertake monthly reviews with the client
- Ongoing definition against service scope
- SLA review
- Identify client operational changes
- Quality Control
- Work closely with the other BDO operations teams in London and Lisbon to provide a high quality service to all clients
- Drive the project initiatives to improve efficiency in service delivery
- Work with process owner team to improve harmonisation across locations where BDO service is provided
Skills
Education
Required:
- "A" levels or equivalent
- University degree
Desirable:
- Securities Institute exams
- French
- Familiarity with accounting for securities settlements
Technical Experience
Required:
- Subject matter expert - equities operations generally or in particular markets
- Securities operations experience in a global organisation
- Familiarity with crest settlements
- Demonstrable man management skills
- Ability to re-engineer or develop solutions to achieve efficiencies
- Demonstrable client management skills
- Desirable:
- Project management skills