Analyst, Client Service Full-time Job1 month ago - Customer Services - Manchester - 30 views
Act as the focal point of contact between the Global Custody clients and the business, ensuring the timely resolution of all client issues, identifying commercial opportunities in order to support the growth in the business whilst minimising the potential for risk and financial loss in the inherent process
· Client Satisfaction Co-ordinate the provision of high quality services to internal and external clients ensuring effective issue resolution and maintenance of and an in-depth understanding of client expectations so that client satisfaction and service excellence can be continuously enhanced.
· Operational Rigour Respond to all client queries and issues, ensuring that regular updates to both internal and external clients are provided, in order to facilitate confidence in the department and assist in its continued growth.
-Tone from the Top - Work collaboratively and on a timely basis with managers to review operational controls, conduct root-cause analysis and implement remediation activities emanating from operating incidents and near-miss events.
-Risk Competence & Knowledge - Understand the key operational risks and the associated controls applicable to the Business Unit and follow all Business Unit operational procedures and other directive controls (eg. checklists) as designed.
Any identified issues or changes should be escalated to Managers.
-Accountability. Ensure that risk issues (both current and emerging) are escalated promptly to managers, including:a) Gaps or issues identified within the Business Unit controls;
b) Errors or potential errors/near-misses;
c) Other risk issues (including non-responses to queries, manual process intervention).
The successful candidate will be a good problem solver and have experience within a client facing financial role. Excellent Communication skills, Strong Client Service Ethics, Risk Management, attention to detail and Client Focus. The ability to work under pressure, manage priorities and act as an advocate on behalf of both internal and external clients.
Experience of using Windows applications, Word, Excel and Outlook.
A good knowledge of internal systems such as GSP, CMS and PSS are preferable.
Some relevant work experience preferred. Experience in an operational area and/or client services preferred.