Job responsibilities

Resolving escalations from the team and their clients in a timely manner Effectively engage with your clients earn their trust, build sustainable relationships, and provide ongoing engagement to deliver a memorable client experience. Daily activity will include position and expiry management, solving trade breaks, and fielding product queries. Use our client data platform to develop an in depth understanding of operational client experience performance indicators and present this back to clients to influence the behaviour of others. Bring multiple internal teams together to problem solve client specific or broader operational issues. This involves chairing engaging meetings with global teams and holding individuals to account for their actions. Represent Operations to other parts of the bank; including Sales, Execution, Account Management amongst others

Required Qualifications, Skills and Capabilities

Ability to articulate complex concepts clearly and concisely. Envisions and delivers strategic change Brings stakeholders together to agree on a direction. Enjoys turning points of conflict or complaints into positive client experiences. Embraces the use of data and analytics tools to deliver client solutions Understands that Client Service is a team sport and has the emotional intelligence to thrive in a group setting. Builds relationships and trust through honesty, accountability and a high standard of execution Strong logical/analytical mindset, with the ability to think outside the box and challenge status quo Process flow understanding including ability to understand current flows and linkage between systems and think how the process can be improved/streamlined Previous experience in Futures & Options is preferred and hands-on with Innovation tools such as Alteryx, Xceptor, Tableau etc. BA or BS degree preferred