Client Solutions Team Lead

Permanent contract|Chicago|IT (Information Technology)

Client Solutions Team Lead

Chicago, United States Permanent contract IT (Information Technology)

Responsibilities

The Client Solutions team lead is responsible for helping to define, maintain, and execute the strategic operational and technology services for SG’s premium tier clients. The team lead will effectively manage the activities of the Solutions team members by providing support and escalation as needed. The team lead will implement a framework that aligns SG’s services to directly address the immediate pain points and mid-to-long term technology and operational goals as expressed SG’s Tier 1 clients.

BAU Tasks

  • Identify and monitor actionable key performance indicator (KPIs) to demonstrate increased client satisfaction and internal operational efficiency as a result of the team’s activities

  • Create and manage internal communication strategies with cross-functional teams including Front Office, IT, Middle Office Support, Compliance, etc to drive consensus in prioritization and development impacting SG’s Tier 1 clients

  • Demonstrate active focus on team member development as stated in the SG Professional Development Program

  • Serve as point of escalation for multiple client facing and internally focused project streams managed by team members to ensure deliverables are achieved as detailed in each project charter/mission statement

  • Oversee the client allocation and capacity management of each team member to ensure the team is able to complete the following:

  • Have a complete understanding of the client’s activity, how and what they trade and the front to back operational processes to support this activity

To lead by example on all activities:

  • Acts as a point of contact for a number of clients, forging strong relationships with individuals at each of these clients and facing them for all operational trade lifecycle queries

  • Collaborate with the business line (AE, RM, Product) to identify and drive forward key strategies for Tier 1 client relationships

  • Collaborates with colleagues to find common solutions designed to ensure the best level of client service and adhering to SG policies and procedures.

  • Holds regular Operational Service Level Reviews with client base to gather feedback on the service provided by SG

  • Provides support to the business in line with the specific job details and objectives contained in the Evaluation system.

  • Proactively mitigates potential risks, ensuring that they act within the best interest of the Company and its clients escalating where appropriate.

  • Recognises established policies and proposes solutions to adapt situations or ideas for improvement. 

  • Provides constructive feedback when suggesting new ideas, promoting simplicity and innovations in a professional manner, actively contribute and embrace change implementation.

  • Demonstrates accountability, ownership to evaluate and improve own performance, actively seeking feedback where applicable.

  • Show pro-activity in the development of professional competences, deliverables and contributions to compliment needs and goals of the Company 

  • Assist with any audit / compliance

  • Assist with documentation of procedures and workflows

  • Cross-trains new employees on various tasks

Establish an environment that promotes respect for the individual employee and adheres to the SG policies and guidelines

Profile required

COMMUNICATION & PERSONAL SKILLS

  • Excellent interpersonal skills; able to communicate convincingly at all levels with the key decision makers in the relevant business lines and elsewhere within the investment bank

  • Ability to navigate between technical, operational and business environments and translate respective needs/wants in a clear and concise manner

  • Strong organizational skills with high attention to detail

  • Change oriented mentality

  • Strong written documentation abilities

  • Ability to coordinate with diverse groups within/across organizations to establish a shared vision and achieve strategic objectives

  • Ability to engage with other members of the CFMO (Middle Office, Middle Office Management) to work on resolving issues together as a partnership

  • Understanding of Investment Banking market activities

  • Compliant with confidentiality requirements

  • Self-Motivated - Ability to work autonomously and be responsible for following matters through to completion

  • Demonstrated ability to self-identify opportunities for improvement and implement change

  • Solution-focused, service-oriented and proactive

  • Collaborates with various stakeholder groups with a focus on knowledge sharing

  • Ability to guide stakeholders through iterative development processes from initial concept to product delivery

TECHNICAL SKILLS

  • Strong Microsoft Office capabilities (Excess, PowerPoint, Visio, SQL, etc.)

  • Demonstrated understanding of Agile methodologies with prior experience as Product Owner or Product Manager

  • Understanding of reconciliation tools and processes

  • Develop expertise of our SG Markets Prime portal, reporting, and custom reporting capabilities

  • Good adaptability to new web-based systems.

  • Requirements building for web-based systems and workflow tools

  • Expertise of listed derivatives clearing workflow from trade execution to settlement

  • Knowledge of industry standard clearing and booking systems -  SungardGMI and Clearvision

  • Knowledge of industry allocation processes and methodologies (FIX, Fidessa CTAC, Traiana, Best Fit, NVAPs, etc.)

  • Exchange GUI’s and front-end Clearing Systems (CME Front End Clearing, OCC Encore, ICE PTMS and ACT, MGE TEMS)

EDUCATION

  • Degree in Finance, Business Administration, Data Science or similar

Business insight

The Client Solutions team supports the Prime Services and Clearing businesses (MARK/EQD/PSC) for Premium tier clients across Agency execution & Clearing for all asset classes


The Client Solutions team serves as cross-functional and technical experts overseeing Tier 1 relationships operationally and actively driving process efficiency for SG’s premium clients. Through proactive monitoring of operational processes, the team will identify trends/spikes in client intensity and remediate issues before client escalation. Holistic client ownership is demonstrated through continuous control monitoring, root cause analysis and the design/implementation of innovative technology-driven solutions. The team is responsible for ensuring the continued evolution of SG’s operational/technology offering and alignment with the needs of our Tier 1 relationships.

Working closely with the operational and front office teams to ensure monitoring and operational, administrative, financial market processing, and clearing (of over 80 exchanges) are met to the highest standards, ensuring the client is always at the forefront of any query and risk is managed as an equal priority.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 21000YSD
Entity: SG AMERICAS OPERATIONAL SECURITIES
Starting date: 2022/01/22
Publication date: 2021/11/22
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