Custody Client Account Manager

  • Negotiable
  • Full Time
  • Dublin
  • Posted 1 month ago

Custody Client Account Manager

Overview:

The Custody Client Account Management Team resides within the Clearing & Custody Services Department.  They are the dedicated client contact for the groups Dublin Custody clients & manage client Onboardings in to the Custody Network.

  • Manage the Daily client interaction for the Global Custody clients 
  • Manage the Onboarding of New Clients on to the Custody Platforms
  • Responsible for agreeing the service levels provided to clients and putting in place relevant client service documentation eg SLA. 
  • Provide proactive support for day to day and ongoing operational issues
  • Ensure high quality level of service is consistently delivered within the defined framework of the SLA across all teams within CCS
  • Manage the quality of the ‘client event pipeline’ for the implementation of the projects
  • Actively participate on the ongoing improvement process of the operational implementation
  • Develop and maintain close working relationships with the supporting teams within other CCS Locations 

Key Responsibilities: 

  • Guarantee the operational implementation of a new business (new customer / new services for existing clients) within the CCS perimeter, ensuring the adequate use of project management methods this includes but is not limited to: analysing client needs from a CCS service offer perspective, preparing a gap analysis, proposing solutions, implementation of the client business into production in conjunction with the various stakeholders, ensuring quality of operational set-ups and customizing operational agreements 
  • Ensure the ‘client event pipeline’ is regularly updated with quality information regarding upcoming implementation projects not only in terms of monitoring and control of the project but also in terms of internal distribution and visibility of this pipeline for information and action
  • Actively participate in the continuous improvement of the on-boarding process by proposing concrete and pragmatic solutions and leading, as necessary, Post Implementation Reviews
  • Guarantee Client satisfaction by being the trusted and dedicated point of contact for Global Custody and by ensuring high quality level of service is consistently delivered within the defined framework of the SLA across all teams within CCS
  • Resolving all operational queries and issues raised by the Client. Working across functions and locations to resolve issues as they arise
  • Ensure strong understanding of the Client and their specificities, requirements and expectations by maintaining client factsheets, informing the CCS operational teams regularly of any changes, working closely with the Onboarding team in order to proactively offer solutions to Client’s needs
  • Manage effectively Client complaints by escalating and discussing immediately with team manager as well as informing the Client Service Manager (CSM).  Ensure proper follow up of complaint
  • Active participation in regular Client Service Review (CSR) meetings, ensuring proper preparation of meeting in conjunction with CSM, follow up of previous CSR minutes and action points

Qualifications & Experience required for the role:

  • Minimum of 6 years’ experience in Securities Services industry, specifically working in either Custody Client Services or client Onboarding/ Implementation role
  • Sound skills in analytics and numeracy and are capable in understanding systems, processes and operations – and are capable in understanding systems, processes and operations
  • A motivated, results focused person, who demonstrates a strong client service ethos and have excellent communication skills (both written and verbal)
  • Maintain awareness of changes in market and industry systems and processes, which they apply to their analysis and project delivery
  • Good working knowledge of Global Custody processes & market requirements
  • Degree qualified in Business, Accounting or a related discipline; or substantial industry experience in a like role
  • May hold a post-graduate qualification in Accounting or Industry (CPA, CA or SIA)MS Project, Excel, Access MS Word & PowerPoint

 

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Barbara Donnellan

Barbara Donnellan

  • Banking & Finance Manager
  • barbara@edenrecruitment.ie