VP, Operations Client Relationship Management recruitment

Responsibilities

• Establish and maintain Operations relationships with key institutional clients.

• Take accountability for resolving client issues, and serve as a central point of escalation for clients.

• Partner with line managers within the processing teams to identify key operational issues, common themes or efficiency initiatives that should be addressed to clients.

• Partner with the front office Senior Relationship Management group and Sales.  Conduct client visits to review performance metrics/score cards and to identify opportunities for improvements.

• Lead discussions and initiatives including all Operations Client Relationship Management across products (e.g.: Listed Derivatives, Commodities).

• Support and manage Operations Account Captain program across products and keep supporting documentation/metrics updated.

• Track client feedback and action plans to address follow-ups and concerns raised from client visits or surveys.

• Work with Metrics and IT teams to deliver integrated reporting and enhanced web portal capabilities (e.g.: Client Link).

• Work closely with Senior RM and Sales to refine priority client list and ensure that appropriate Operations teams have process in place to communicate/escalate issues as needed.

• Represent Firm on Industry forums (e.g.: Advisory Groups, Panel Discussions, Working Groups).

• Establish agenda and lead Roundtable discussions and provide product specific training to clients.

• Conduct client surveys across products and publish consolidated semi-annual client feedback report.

• Meet with priority clients to understand strategic direction/initiatives, work on Operations efficiency projects, On-boarding to Industry and internal initiatives, handle escalation issues and review periodic client scorecard results.

• Manage critical projects or process improvements with Firm/Client/Risk/Financial impact.

• Ensure deliverables are met.

• Identify and drive required changes (new business, capacity, industry, regulatory, efficiency, etc.)

• Effectively managing control environment by balancing risk with commercial opportunities.

• Contribute to the business plan for their area and establishes risk/contingency plans

Requirements

• 8+ years experience in financial industry in Operations processing roles.

• Technical understanding of transaction lifecycle in one or more asset classes.

• Involvement in Industry initiatives via working groups, advisory groups or panel discussions.

• Strong listening and verbal/written communications, including English and Mandarin.

• Proven ability to work across global departments to build credibility and strong relationships.

• Experience in external client interaction with strong network among industry partners, a plus.

• Demonstrated leadership.

• Ability to manage virtual teams to delivery on global initiatives.

Please send your resume to Irene.ng@globalassociates.com and copy cv@globalassociates.com