Manager - Cash PB Client service

Job Description

Position Purpose Primary responsibilities of the team includes: Work closely with our business partners (Sales, Trading, Business Managers, Relationship Managers) on various client related topics Act as coordinator internally to ensure we provide a solution to clients with a competitive timeline. Ensure timely and appropriate level of escalation pertaining to client-impacted issues. Handle post trade allocation and trade exceptions for Synthetic Prime Brokerage clients Follow SLA turnaround time on client issues, and solutions. Review CSG and client MI to drive improvement leveraging technology or process enhancement. Involved in projects/initiatives globally and locally, on continuous improvement / enhancement to clients, achieve efficiency/cost reduction, mitigate operational risk, streamline existing process, conduct UAT testing. Bring solutions to new business initiatives for development. Propose process improvements to improve client journey. Please note that this role requires night shift coverage starting from 18:30 / 19:30 / 20:30 IST onwards and will change based on business requirement. Ensure timely responses by end of day. Ensure processes and controls are performed Act as liaison between the back office and client/front office as applicable Escalation points for problem or sensitive cases Responsible for staff training and progress follow up Work with Team Leads and Manager to review Inquiry/ Investigation reports for outstanding investigations and inquiries and create specific reporting for corporate clients. Ensures adherence to all external regulatory and internal policy guidelines as dictated by the position. Responsible for the departments statistics for month end reporting (KPI). Direct contribution to BNPP operational permanent control framework. Recommend and monitor KPIs making sure that SLAs/turnaround times are being met. Have a clear understanding of how to handle exceptions or issues What is required for you to succeed? Core Competencies Ownership, Drive for results own your client, hold and grab follow thru issues / queries, Delivers high quality work timely. Risk awareness Demonstrates a good awareness of operational risk management. Always considers risk in his/her daily activities and abides by the operational responsibilities, where relevant. Corporate role model, integrity & ethics Acts with discipline and high ethical standards. Team player & cross-cultural awareness Works effectively in a team. Collaborates and shares information and solutions with colleagues, with other teams and stakeholders. Client focus Sees stakeholders as well as external clients as customers. Challenge status quo - raise question on processes and current system flows. Essential Personal Skills Diligence - Displays dedication and prioritizes problems by considering the impact on the business; identifies quick-wins. Resilience - Stays calm and positive, controls his/her emotions in conflict or any situation of intense stress (due to market, time or pressure). Communication (Active listener and clear communicator) - Communicates clearly. Communicates pro-actively with management, escalating issues as necessary. Ability to deal confidently with a range of personnel including management. Innovation - Thinks laterally to identify other sources of useful information and sees ways around obstacles and barriers. Proactivity - Self-starter with ability to work effectively with minimum supervision and detail oriented to ensure a quality service is provided. Structured / Multi-tasked Ability to undertake structured analysis of a problem, identify key pain points and propose / implement pragmatic solutions rapidly. Technical & Behavioral Competencies Ability to analyse, organize and report efficiently. Flexibility on working methods and changing international environment. Rigorous and reactive in order to face pressure and reach excellence anytime Diligently follow the set procedures and Compliance policies Knowledge of financial markets and products, and easiness/expertise in dealing with Excel. Transversal Skills: Analytical Ability Ability to understand, explain and support change Ability to develop others & improve their skills Ability to develop and adapt a process Ability to develop and leverage networks Specific Qualifications (if required) NA Education Level: Bachelor Degree or equivalent Experience Level At least 8 years