ETD London Client Services Manager recruitment

The Exchange Traded Derivatives Client Service Group (ETD CSG) provides a central point of contact for core Transactional and Operational Relationship Management Services for ETD’s clearing clients. The Client Transactional Services include margining and payments processing, query management (including breaks), issue resolution and delivery management. The Client Relationship Management Services include client visits for service reviews.
Key stakeholders include: External clients, Operations teams across the Investment Bank, Sales, IT, Legal + Compliance, Finance and external Fund Administrators, Custodians and Trading Advisors.

Your job requires that you:
- Manage the risk inherent in the operation of an ETD clearing business; ensuring an appropriate risk management framework, maintaining and driving improved services to clients, and working in partnership with Sales and other key Client Teams.

- The team’s tasks include (but is not limited to):
o timely notification of exercises and assignments
o management of futures positions going into delivery
o calling clients for margin and collateral, review of negative net equity report and escalation of non-receipts and investigation of nostro and FX breaks
o management of restricted currency exposures
o manage the set up of and amendments to client clearing and execution commission. Management of zero commission activity: obtaining rate from sales/client, ensuring rate coded into system and manually debiting uncharged commission
o checking of correcting entries made by other teams in ETD Operations into GMI for accuracy
o monitoring of average price accounts for positions and balances and ensuring these are managed to zero
o performing interest reviews for reasonableness
o ensuring no breach of FSA client money rules
o responding to regulatory enquiries (e.g. CFTC, LOP reporting)
o undertaking trade break resolution, investigation of position breaks notified by the client / ETD reconciliations
o using extensive knowledge of futures, options and the UBS ETD infrastructure to troubleshoot problems effectively

- People management responsibilities:
o Manage and coach the team members within London CSG
o Secure delivery from the wider London account management team through effective recruitment, talent management retention, appropriate compensation levels
o Capacity planning for new client relationships / managing team to headcount targets. Ensuring the team is appropriately resourced and cross-trained to cover client accounts and perform risk functions
o Drive performance via SLA / KPIs / process improvement with offshore team
o Identify further offshoring opportunities for transactional / procedural based non-client facing tasks

- Develop strong client internal relationships facilitate improvements in operational processes:
o Develop strong relationships with front office partners, IT, ETD operations teams, CSG in other regions and offshore team
o Coach team members in complex issue resolution / service recovery and act as senior escalation point for locally based ETD clients, serviced from the multi point team
o Monitor the service levels provided by the team to the external client base and adjust behaviour based on client / business feedback
o Ensure that regular client visits are scheduled with clients, and that the attendees prepare adequately: agenda, service review, metrics, update on action items and prompt production of call report following visit
o Devise a roll out plan to maximise the use of Swiskey clearing by local clients and monitor the conversion rate of clients onto the tools
o Minimise bespoke services delivered to lower segment clients and package together development required to address gaps in our technology offering requiring manual processes
o Collaborate effectively across product areas, teams and business areas to deliver the ETD service proposition. Garner client intelligence / feedback from interaction with clients, industry trends and pass all commercially relevant information to the front office (CRM/Sales) on a timely basis
o Act as the senior Operations relationship manager for key ETD clearing relationships serviced from multi point team
o Drive out system and process changes required to improve the client experience and ensure capacity is created in the team for new clients / increasing time spent on value-added activities
o Develop our metrics capability and instil usage in the team to reduce the level of exceptions per client

You have:
o In-depth knowledge of ETD products and processes and the ability to assimilate knowledge of UBS’s specific global clearing and execution infrastructure
o Client facing skills including the ability to chair and drive client meetings, a level of negotiation capabilities and experience of handling difficult situations with senior personnel at clients whilst under time pressure (spanning dissatisfaction at operational service levels, commercial disputes, error handling, new functionality requests, legal / compliance issues).
o Proven experience of managing a high performing, large team within financial services environment (5 people). Effective people motivator and thrives on acting as a catalyst for change
o Proven track record of effective vendor management
o High levels of numeracy and literacy, strong attention to detail, ability to solve complex problems quickly, leveraging the skill-sets of others if you do not possess the expertise to resolve the problem in hand
o Strong process management mindset, proven track record of delivering change in a client facing financial services role. IT literate and competent at using MS Office applications. Project management qualification an advantage

UBS can offer you an environment geared towards performance, attractive career opportunities, and an open corporate culture that values and rewards the contribution of every individual.

We can offer you an exciting, fast-paced working environment, a culture of mutual respect and teamwork and the opportunity to play a vital role in our growth. If you are attracted to joining an organization where every individual's contribution counts and where your talent will impact on our future, please apply for this position. It starts with you.

UBS is an equal opportunity employer. We respect and seek to empower each individual and the diverse cultures, perspectives, skills and experiences within our workforce.