»  Finance »  Operations- Client Support Manager


4Yrs -12 Yrs       Gurgaon     Openings: 2


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Our client is a global company in the fintech sector that has just been formed as a JV between two world leaders – one, a global giant in the derivatives space and second, a world leader in financial research and analytics.

The new company is being formed by merging two entities, both of which are highly profitable companies with a combined track record of 80 years. Our client will be creating products that focus on the entire post-trade spectrum of activities in the global financial market. Their existing products will be re-positioned with the latest technologies.

This company will work in the area of derivatives and OTC products, which are the most complex parts of the financial market. The company is laying the foundations of a great culture and the space to build a great organization. Their current objective is to identify individuals who have high expertise, to join their existing team of experts who are spread across the world.

 

The Job

  • Management of team of associates
  • Perform regular one to ones and career management guidance for direct reports
  • Partner with existing manager , look to improve and enhance the overall client service offering in the region
  • Become an SME on Traiana and any other new products which are supported from the region
  • Liaise with local management along with global Client Service management team focussing on the process and client service delivery
  • Drive continual improvement of the client service process and strive for world class client experience
  • Act as a relationship point for client and internal business partners for work done by the Gurgaon group.
  • As part of platform / system support, individual is required to assist on everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
  • High level of direct client interaction. Client queries handled via emails and phone hotline.
  • Act as the primary point person for incident management for Traiana-wide incident impacting our globally based clients during EMEA hours. Incident management responsibilities include:
    • Response to initial incident notification
    • Providing regular updates to clients per SLA
    • Primary liaison for aiding our clients through post-incident recovery
    • Provide Major Incident reporting following any Severity 1 outages per SLA. 
  • Participate in internal testing of applications, prior to any change going live in production.
  • Work closely with internal teams for system enhancements.
  • Ensuring accurate input of static data client profile configurations are processed daily and the team meets assigned targets and SLA’s.
  • Monitor client query queues, diagnose and resolve any resulting exceptions or errors and work with internal groups to provide resolution.
  • Respond to client requests by providing detailed analysis and feedback.
  • Process reports (user list / Trade) as requested by clients.
  • Participate in internal / external training needs. Educate clients on upcoming changes.
  • Liaise with participants for rolling out new products
  • Communicate and assist internal departments for onboarding new participants in a timely manner and effective implementation of the product.

 Your Profile

 

We are looking for self-driven, client focused individuals with great problem solving and analytical skills to fill an Associate position within the Operations group.  The successful candidate will be responsible for providing day-to-day customer support for all services supported within Traiana’s suite of products.

The Onboarding team assist clients with new client set ups and UAT testing prior to go-live in Production environment. Client Services team is responsible to assist existing clients with daily queries pertaining to Production environment.

 

  • 4-12 years of experience required
  • Knowledge of FX and OTC derivative products / trade lifecycle,Trade confirmations, Regulatory Reporting, and financial markets is a major plus
  • Previous experience working with external clients directly is preferable
  • Previous experience working with software systems and technology is preferable
  • Excellent written and verbal communications skills
  • Ability to work in fast paced environment with client orientation
  • Support wider client / operations efforts
  • Identify opportunbities to drive change in business and client service process to identify possible risks
  • The role will require day to day management of 4+ staff with the client service team. As such previous management experience is essential.
  • Very strong customer service and problem-solving skills
  • Focused on Operational Control and Data Security
  • Excellent interpersonal, written and verbal communication skills