Operational Client Relationship Manager
RESPONSIBILITY
Gain a full understanding of the Platinum Client Business models, processes, risk tolerances and restrictions
- Attend regular Client visits with COOs / head of operations or other operational staff
- Maintain regular contacts with the Client
- Maintain a close relationship with marketers to understand the client background and needs
Full understanding Capital Market service offer and functioning
- Acquire and maintain knowledge of products and services
- Acquire and maintain knowledge of processes from Front to Back Offices
- Regularly spend time with Client Services, MO, BO, collateral teams, etc to get regular updates on operations and provide them with client feed back
- Be aware of main projects linked to systems, process or any other topic that can impact the delivery of service to clients
Ensure clients receive the highest standard available for post execution service while maintaining a reasonable cost for Capital Market
- Make sure clients needs are known, understood by operational staff and services properly delivered
- Propose alternative cost efficient solutions to clients when specific demands can not be answered
Issue and maintain in relation with marketers the list of Platinum clients
- Identify key clients on the different desks / product lines with marketers
- Disseminate Platinum client list to all teams contributing to the proper delivery of services to clients
- Promote quality and importance of flawless service to teams all along the chain
Provide a single escalation point of contact for a client across all Capital Market products
- Ensure all issues / complaints raised by Platinum Client are dealt with quickly and professionally to reduce any negativity and / or loss of business.
- Coordinate with relevant teams to put in place processes and procedures to ensure that issues do not re-cur
Maintain and report information on services and quality provided to clients
- Implement and maintain a database referencing all services provided to Platinum clients
- Implement / coordinate implementation of metrics on relevant volume and performance indicators
- Provide feed back of client visit / discussions to the regional head of Client Services, to the Global head of Client Services and, if need be, to the relevant sales team.
- Report monthly activity and indicators to the regional head of Client Services and to the Global Head of Client Services.
Leverage on client satisfaction survey
- Meet unhappy clients to learn more about their problems
- Understand the reason for poor performance
- Liaise with local heads to put action plan in place to improve service
Keep aware of industry trends, projects
- Engage industry and participate in global communication on operational trends in relation with regional heads of Client Services and other OCRMs
- Strong interpersonal skills
- Excellent verbal, presentation and written communication skills
- Capacity to convince and negotiate
- Excellent analytical and problem solving skill
REQUIREMENTS
- 5+ years in finance or banking related industry
- Strong knowledge of derivatives and structured products
- Successful experience in a client-facing role
- Operations experience
- History of achievement in previous roles
- Post-graduate degree in Business or Finance
- Bi-lingual, English and local. French is a plus
- Securities industry related licenses (compulsory for NY HK)
Interested Applicants please send your resume (in Word format) together with present and expected salary to Emily Yau:
Tel: (852) 2521-5118 ext.814
Email: emilyyau@pplesearch.com
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