EMEA Head of Client Services recruitment
DEPARTMENT: Client Services, Operations
JOB TITLE: Head of Client Services EMEA Global Head of Client Services PCS
CORPORATE TITLE: Senior Director
EFFECTIVE DATE:
TASKS AND RESPONSIBILITIES:
Head of Client Services Prime Brokerage
• Responsible for the management of worldwide Client Services Prime Brokerage Teams covering multi asset clients trading Listed Futures and Options, Cash Equities, Fixed Income and OTC Products.
• Manage a global team as the first point of contact for all customer queries and issues
• Set strategic objectives
People Management
• Responsible for recruitment, performance management, cross training on multiple products and motivating the team to move the business forward
• Encourages interdepartmental interaction by providing effective induction training
• Defining the training needs of the team, then developing and adhering to a training plan for staff
• Perform Talent and potential matrix on your staff to plot career paths for succession planning
• Manage under performing staff through the PIP process
• Ensure appraisals and objectives are undertaken and tracked throughout the year
• Work closely with the other stakeholders (BLs and OSG functions) to ensure consistency both locally and transversally to develop a follow the sun model
• Responsible for ensuring that trade breaks are minimised by tracking KPI and taking relevant action
Client Business Line
• Build relationships with top tier prime brokerage clients through regular visits and meetings as often as necessary
• Develop and build an open and strong relationship with the business line key people
• Point of escalation for customer complaints and issues. Holds responsibility for eliminating exposure to the business
• Ensure KYC is up to date and monitored by the team
• Tracking of client pain point issues to resolution wit the Client Services Prime Brokerage teams, working wit Process Control and IT to meet customer expectations
• Monitor and control the performance of the Client Services Prime Brokerage department in terms of Service Level Reviews via feedback from clients in client meetings and relevant KPI’s
Technical
• Have a detailed knowledge of our Portal offering and be able to help the Prime Brokerage Business Line and their clients to utilise its full functional suite
• Manages the progression of the department, monitoring and driving projects in the pipeline for the department, and assessing weaknesses in processes and systems, liaising with relevant departments to resolve problems
• Leading some client facing company projects; to develop ideas to ensure that the client experience is optimised while managing implementation to ensure consistently high levels of service.
• Leading and promoting global process and systems alignment within Client Services Prime Brokerage
• Decommission process and systems not in the target system cartography
Reputation
• Raises the profile of the department throughout the company and externally, ensuring the Prime Brokerage Client Services team is represented in meetings and projects as a key stakeholder
Control
• Escalates any issued as necessary to the Global Head of Client Services, EMEA CAO, EMEA CRO, EMEA CFO or CEO of NE UK
• Ensure all the procedures related to the Client Services Prime Brokerage department and the business is up to date, in Sharepoint and that the staff are fully trained on them
• Encourage Newedge values within the Client Services Prime Brokerage department and demonstrate the Newedge key Management principles at all times
• Ensure Financial Crime Prevention and Compliance procedures (Compliance Manual) are applied, enforced and followed
Head of Client Services EMEA
Strategic
• The job-holder heads Client Services Operations for Newedge in the EMEA region, in a profitable and sustainable manner, and meeting clients’ delivery needs.
• Develop and execute a long term EMEA business plan, for maximizing Newedge profitability and shareholder value.
• Work closely with other EMEA Business Heads to develop a comprehensive product offering, enabling Newedge to offer an end-to-end value proposition to its clients.
• Develop and execute strategies to ensure customers receive industry best practices and services with system enhancements and value added processes. Partner effectively with all levels of management and interface with internal clients to resolve issues and identify opportunities.
Financial
• Achieve and exceed the annual financial budgets (Revenues, Costs, Margins)
Operational Excellence
• Responsible for the operational Client Services excellence of the Newedge EMEA region.
• Engage with current and potential EMEA clients on a continuous basis, to identify new business opportunities, develop new product/service offerings.
• Create a culture of innovation and process excellence, where opportunities are identified for improving processes that help increase productivity, reduce costs, and improve customer satisfaction.
Compliance, Audit Controls, Financial / Non Financial Reportings
• Ensure all Newedge EMEA Client Services Operations conform to all applicable regulatory requirements (Local, State, Federal) on a continuous basis. This may include (but will not be limited to) requirements from regulatory bodies in all locations.
• Deliver satisfactory ratings in all internal / external audits
• Develop an organizational structure that is capable of efficiently meeting customer needs and achieving established growth and revenue objectives.
• Ensure management team and staff has appropriate training and development plans needed to perform their roles effectively.
• Drive business unit performance by instilling a pay for performance culture through effective performance management and compensation strategies.
• Forecast human capital needs to ensure that they align to overall business unit objectives
• Identify and groom high potential managerial talent
• Ensure alignment within the Newedge EMEA Operations group to the Newedge Values and Citizenship Behaviours.
SUPERVISION DUTIES:
Responsible for the management of approx 38 members within Client Services Prime Brokerage Globally, and approx 35 members within Client Services EMEA.
SKILLS AND EXPERIENCE NEEDED:
Management Skills: Leadership, people management, operational and process management, escalation crisis management
• Good leadership skills and able to convey a vision to gain buy-in
• Proven track record of good team management and ability to retain staff
• Good people management skills to ensure a motivated, effective and efficient team are in place
• Skilled in coaching, able to train successful teams
Personal Skills: Effective communication – written and verbal, planning and organising, able to work and deliver results under pressure, problem solving attitude, promote accountability
• Ability to communicate and translate complex technical and business concepts and terminology clearly and effectively, verbally and in writing
• Excellent interpersonal skills
• Good judgement based on solid management experience and thorough knowledge of the products
• Good negotiation skills, with the ability to negotiate effective service level agreements with other departments and/or clients
Market Skills: A strong external network with market regulatory contacts
• Extensive knowledge and experience in the different areas within Newedge, including back office, Treasury, IT, Risk, Front Office and Compliance
• A detailed understanding of workflows and system flows throughout the company
• Good understanding of systems, e.g. Clearvision and all trade support systems, reconciliation systems, client portal, Kondor, PBS, cash systems and equity platform
• Advanced Excel skills (including Macros, pivot and v-lookups a plus)
• Proven track record and experience in driving projects
• Assisting with performance analysis
• 8 to 12 years industry experience or equivalent
• 7 to 10 years Client Service experience or equivalent at managerial level
Regulatory Skills: Awareness and up to date knowledge of regulatory environment.
Newedge is a leading force in global multi-asset brokerage with a world-leading position in the execution and clearing of listed derivative products. Newedge offers access to more than 85 markets and has a presence in 23 locations across 17 countries.
Newedge offers a full range of execution and clearing services covering options and futures contracts for financial products and commodities, as well as for money market instruments, bonds, FX, equities and commodities on OTC markets. Newedge also provides a range of value added services including prime brokerage, asset financing, electronic trading and order routing, cross margining, and the centralized reporting of client portfolios.
Supported by two top tier rated shareholders, Société Générale and Crédit Agricole CIB, Newedge is independently run and regulated.
Newedge is an equal opportunity employer. For more information about Newedge, visit www.newedge.com.