Our client is a leading provider of fixed income/credit trading platforms, data, and post-trade solutions.
Job Description
The individual in this position for be responsible for client service and operational for the firm's US customer base and will oversee the day-to-day functions of the US Client & Account Services teams, ensuring KPI’s are met and a first-class level of support is provided to all clients. You will work closely with our Sales and Technology teams to ensure we are providing our customers with the best tools and training to execute on our platform seamlessly and efficiently.
Responsibilities
Support buy and sell side clients on the platforms
Work between Sales and Dealer Relationship Managers on client/trading issues
Work closely with IT on system enhancements and releases
Work with stakeholders to effectively resolve client issues/escalations
Liaise between new clients and internal stakeholders to facilitate product and user enablement
Serve as the primary escalation point of contact for all issues that come through Client & Account Services
Provide a consistent positive client experience
Manage work volumes while adhering to established policies and deadlines
Lead client transformation initiatives for operational efficiencies.
Test, develop, and implement workflows, procedure updates and enhancements
Manage and coach team members to drive performance
Monitor staff to ensure timely and successful completion of tasks
Build and maintain a culture of trust, transparency, and integrity
Evaluate team and individual performance to achieve business objectives
Requirements
5-10 years of client service, relationship management experience within financial services
3+ years people management experience
Knowledge of the fixed income markets, electronic trading platforms and general securities trading
Microsoft Office Suite – Must be proficient in Excel and PowerPoint
Bachelor’s degree in finance or related field
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