Senior Client Service Middle Office Specialist

Permanent contract|Chicago|Banking operations processing

Senior Client Service Middle Office Specialist

  • Chicago, United States
  • Permanent contract
  • Banking operations processing

Responsibilities

Client Facing Middle Office main responsibilities and tasks:

  • Primary point of contact for clients regarding all operational queries for Listed Derivatives. This includes but is not limited to queries on trades and position management, client reporting, commissions and fees, regulatory topics and any ad-hoc queries that may arise during client’s activity with SG. Cash and collateral management will be handled directly by the MTR CCR team, although middle office may be involved if the client requires escalation in this area
  • Monitor and communicate with clients all trade life cycle events, e.g. allocations, breaks, transfers, expiry/market intentions until resolution.
  • Co-ordinate upcoming expiries with clients to ensure full client intentions are known leading up to expiry, and then managing the delivery process in conjunction with the deliveries team
  • Monitor physically delivered products at expiration; liaise with deliveries teams to ensure positions are accurately reported at the CCP.
  • Manage client queries pertaining to trade life cycle and position reporting
  • Correct exceptions on execution trades to ensure all activity is properly allocated   
  • Operational/escalation point of contact for clients with the responsibility of maintaining and growing relationships
  • Responsible for client bookings in relevant product databases versus external clearing houses/systems 
  • Preform and monitor key end of day controls to ensure that all risks are mitigated 
  • Fully understand booking rules and their impact on risk to firm during trade lifecycle
  • Process and monitor post-execution allocation of all listed derivative transactions 
  • Proactively contact Brokerage Desks / Trading Assistants / Client Trade Support groups throughout the day to ensure bunched order allocations are received prior to the clearing house cut-off times  
  • Monitor & accept give-in trades from other FCM’s for clearing accounts 
  • Establish and assist with client check outs as needed 
  • Maintain accurate static data between clearing systems to allow straight-through-processing 
  • Develop action plans for recurring incidents, prepare post-mortems as required 
  • Identify / analyse / rectify issues related to the flow of information and data into the relevant systems
  • Investigate and resolve daily trade breaks and escalate when needed.
  • Process client position transfers ensuring all approvals and procedures have been captured 
  • Responsible for operational client onboarding and introduction of client to support teams
  • Continuous interaction with clients to improve their experience with SG, partnering with clients on process improvements (SG and client side) and automations where possible
  • Ability to set up client users and standard client reporting in the SG Markets Prime portal 
  • Capable of presenting system demos for clients
  • Interact and support the SG front office through participation in forums such as business committees, client onboarding discussions and ongoing client profitability analysis
  • Monitor internal controls in order to manage the key risk areas 
  • Monitoring of key KPI to ensure that risks are being controlled appropriately and any trends are reported  and action plans are established 
  • Monitor operational risks (e.g. exceptions follow-up, pending trades, top day/historical). Ensure key risk items have been tracked, monitored, and resolved. 
  • To participate in (or lead where applicable) any projects that impact the ETD products 
  • Participate in Global and Regional communities to share best practices 

Profile required

  • Forge strong relationships with clients which will be used to remediate operational trade lifecycle queries
  • Collaborate with colleagues to find solutions and offer a high level of client service while adhering to SG policies and procedures.
  • Participate in operational Service Level Reviews with clients to gather feedback on the service provided by SG
  • Proactively mitigate risk, ensure we act within the best interest of the Company and its clients, and escalate when appropriate.
  • Recognise established policies and proposed solutions for innovation and improvement.  
  • Provide constructive feedback, promote simplicity and innovation in a professional manner, actively contribute and embrace change.
  • Demonstrate accountability, self-improvement and actively seek feedback where applicable.
  • Continually develop professional competences and contribute to the corporate goals and ambitions of SG
  • Mentor and coach junior members of the team.  
  •  Act as lead on audit and compliance inquiries 
  • Create documentation of procedures and workflows
  • Preform in the cross-training of new employees
  • Establish an environment that promotes respect for individual employee’s and adheres to the SG policies and guidelines
  • Excellent interpersonal skills; able to communicate convincingly at all levels within the bank
  • Attention to detail and promote a think outside the box mentality
  • Strong written documentation abilities
  • Coordination skills (across and between the teams in OPER and the business)
  • Strong understanding of listed derivative market activities
  • Compliant with confidentiality requirements
  • Self-Motivated - Ability to work autonomously and be responsible for following matters through to completion
  • Solution-focused, service-oriented and proactive
  • Possess a strong risk culture and reliable professional conduct
  • Always have a client centric approach  

Technical Competencies

  • Knowledge of Microsoft Office Suite, with a heavy emphasis on Excel (pivot tables, functions, etc)
  • Expertise of listed derivatives clearing workflow from trade execution to settlement
  • FIS GMI
  • FIS ClearVision

Why join us

The CFM team handles middle and back office functions for the (PSC) business lines, which include prime services, commodity clearing and global execution services.
The CFM team manages the operational, administrative, financial market processing, and clearing for over 80 exchanges globally. The team is held to the highest of standards, ensuring the client requirements are prioritized equally against market exposure.  In addition, the CFM team guarantees the control and security of transaction processing in accordance with current financial legislation.
•    The execution and clearing controls of all operations performed by FO and clients
•    The first level of control on operations and "quality" certification
•    Customer Relationship Management, KYC, and all support during the life cycle of client trading activity
•    Keep clients informed of all regulatory changes impacting operations

Business insight

OUR CULTURE: 
At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate.
For more information about our Culture and Conduct initiatives, please visit this link (https://americas.societegenerale.com/en/careers/get-know-culture/)
D&I: 
Our Diversity & Inclusion Mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.

Our Diversity & Inclusion Vision: 
•     Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate
•     Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents 
•     Engage our community and marketplace, and position the organization to meet the needs of all its clients

For more information about our D&I initiatives, please visit this link (https://americas.societegenerale.com/en/societe-generale-about/diversity-and-inclusion/)

HYBRID WORK ENVIRONMENT:
Societe Generale offers a hybrid work arrangement that offers employees the flexibility to work remotely, as well as on-site, in order to promote interaction and collaboration with colleagues while adhering to all SG standard protocols.  Hybrid work arrangements vary based on business area.  The applicable Business lines will determine and communicate the work arrangements that best meet their business needs.

Societe Generale is an equal opportunity employer, and we are proud to make diversity a strength for our company. We are committed to recognizing and promoting the talents and achievements of our employees and staff, regardless of race, religion, color, national origin, sex, disability, age, gender, sexual orientation, and any other characteristic or status protected under applicable law.

Reference: 24000GOP
Entity: SG AMERICAS OPERATIONAL SECURITIES
Starting date: 2024/08/26
Publication date: 2024/06/18
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