Description
The Client Service Manager for Direct Custody and Clearing, Securities Services is accountable for delivering a consistent, high-quality client experience for the direct custody and clearing business in Securities Services.
Key responsibilities:
- Client service delivery: Own the client service model and ensure delivery against agreed service-level agreements, key performance indicators and contractual commitments.
- Build trusted relationships with institutional clients, asset managers, asset owners, banks, broker-dealers and other market participants.
- Lead client governance forums, service reviews and continuous-improvement discussions for the clients that you are responsible for.
- Ensure client feedback is captured, analysed and converted into measurable service enhancements.
- Promote a consistent, client-focused experience across markets, products and service teams.
Risk, controls and regulatory oversight:
- Maintain strong operational risk, control and governance standards across client service activities.
- Ensure issues, incidents, complaints and breaches are recorded, investigated, remediated and escalated appropriately.
- Partner with Risk, Compliance, Legal and Operations to meet regulatory and policy requirements.
- Oversee business continuity, resilience and crisis-management arrangements relevant to client servicing.
- Promote a strong control environment without losing sight of the client outcome.
Business and commercial support:
- Support client retention, wallet growth and new-business activity through differentiated service delivery.
- Contribute to client pitches, due diligence questionnaires, tenders and solution discussions.
- Partner with Sales, Relationship Management and Product to identify client needs and market opportunities.
- Support the launch and adoption of new products, platforms and market capabilities.
Transformation and technology:
- Lead or participate in initiatives that simplify processes, improve transparency and reduce avoidable manual work.
- Use service data, client feedback and operational analytics to identify improvement opportunities.
- Support adoption of digital channels, workflow tools, automation and reporting capabilities.
- Ensure change programmes are implemented effectively, with appropriate client and operational readiness.
- Balance speed of delivery with sustainable controls and long-term service resilience.
Key performance indicators:
- Client satisfaction and relationship health.
- Service-level agreement and key performance indicator attainment.
- Resolution time for incidents, complaints and escalations.
- Reduction in repeat issues and operational errors.
- Client retention and contribution to new-business wins.
- Control effectiveness, audit outcomes and risk-event remediation.
- Delivery of service-improvement and transformation initiatives.
Experience and qualifications:
- Client-facing experience in securities services, custody, asset servicing, post-trade or a related financial-services environment.
- Understanding of the securities-services lifecycle, including trade settlement, custody, corporate actions, income processing, reconciliations, cash management and client reporting or related discipline.
- Demonstrated success managing institutional-client relationships and high-impact escalations.
- Strong understanding of operational risk, controls, regulatory expectations and service governance.
- Experience delivering technology, process-improvement or operating-model change.
- Commercial awareness and the ability to connect service quality with business outcomes.
Skills and capabilities:
- Excellent communication, influencing and stakeholder-management skills.
- Strong client advocacy and problem-solving ability.
- Ability to operate effectively across countries, cultures and organisational boundaries.
- Data-led approach to performance management and continuous improvement.
- Ability to simplify complex issues and communicate decisions clearly.
- Resilience and composure when managing incidents or competing priorities.
- Commitment to responsible decision-making, strong controls and ethical conduct.