Senior Client Solutions Specialist

Permanent contract|New York|Banking operations processing

Senior Client Solutions Specialist

New York, United States Permanent contract Banking operations processing

Responsibilities

  • Acts as a point of contact for several clients, forging strong relationships with individuals at each of these clients and facing them as a point of escalation for operational trade lifecycle queries
  • Collaborate with the business line (AE, RM, Product) and other middle office colleagues to identify and drive forward key strategies for Tier 1 client relationships 
  • Holds regular Operational Service Level Reviews with client base to gather feedback on the service provided by SG
  • Proactively mitigates potential risks, ensuring that they act within the best interest of the Company and its clients escalating where appropriate.
  • Recognizes 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.
  • Promote the usage of new portal services and technology to among tier clients and actively solicit feedback for future iterations
  • 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
  • Establish an environment that promotes respect for all SG employees and adheres to the SG policies and guidelines

Relationship Tasks:
Each Team Member will have a specific client allocation for which they will:

  • Provide a level of escalation for operational issues for Tier 1 clients 
  • 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
  • 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
  • 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, comprehensive view of the client technology and reporting setup internal and external 
  • Have a clear understanding of who to engage with at the client for particular topics and to build a strong relationship with senior operations of the client
  • Conduct regular client interactions, service level reviews, and heat checks to build key client relationships, monitor and document service quality levels, and drive forward client action plans
  • Own communication and coordination on major change management for their clients across operational, Technology, and Regulatory
  • Proactive client production and issue management:
    • To have a full view of the clients’ production and to be able to identify gaps or issues in the process that require immediate involvement and resolution
    • To ensure all transversal risks are being managed for these clients, including all types of breaks, position management and collateral management
    • To have sufficient knowledge of the organization to be able to work with teams outside of operations to deliver on improvements or changes for the client i.e. Regulatory, Compliance, Legal, Risk 
    • To be able to analyze client activity and spot themes/trends that may lead to a potential process improvement internally or on the client side 
  • Demonstrate continued focus on evolving SG’s operational and technology offering to meet the complex needs of our Premium Tier clients
  • Utilize Case Management Tool to understand resolution and response times, complaints, case volume, classification volumes across all teams interacting 
  • Client Intensity – Proactively monitor their book of clients’ operational intensity to identify areas of improvement to drive client consultancy deep dives and/or operational efficiency opportunities with operations teams while building action plans on recurring issues

Technical Tasks:
Solutions team not only has client facing relationships, but also own Product Owner roles for tools/technology that affect client satisfaction

  • Involvement & Driving of projects
    • Identify project requirements, stakeholders, expected end users, and organizational value add
    • Ability to demonstrate alignment of proposed initiatives with the organization’s strategic goals
    • Comprehensive understanding of SG’s technology architecture as means to satisfy client/staff operational needs
  • Sector Alignment -Develop Sector expertise to help drive offering
  • Holistic understanding of Premium Client operations and processes
    • Trade Flow
    • Revenue/Brokerage Services 
    • Onboarding Documentation
    • Margin/Cash/Collateral Management

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 and the agency business
  • 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

TECHNICAL SKILLS

  • Strong Microsoft Office capabilities (Excel, PowerPoint, Visio, etc.)
  • Demonstrated understanding of Agile methodologies with prior experience as Product Owner or Product Manager
  • Understanding of reconciliation tools and processes (such as DUCO)
  • Develop expertise of our SG Markets Prime portal, reporting, and custom reporting capabilities
  • Understanding of report building tools and data visualization/dashboarding tools (such as Business Objects and Power BI)
  • Requirements building for web-based systems and workflow tools
  • Ability to guide stakeholders through iterative development processes from initial concept to product delivery 
  • Expertise of listed derivatives clearing workflow from trade execution to settlement or other asset classes
  • Knowledge of industry standard clearing and booking systems 
  • Knowledge of industry allocation processes and methodologies

WORK EXPERIENCE

  • Previous Client Service, Trade Support, experience in dealing with trade breaks, exchange reconciliations, or similar Middle Office experience within a similar financial institution and client facing.
  • Experience in IT project management and data science
  • Minimum 5 years

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.

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: 22000E6C
Entity: SG AMERICAS OPERATIONAL SECURITIES
Starting date: 2022/06/27
Publication date: 2022/05/03
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