Operations Manager

SUMMARY:
To manage delivery against the GM targets for all asset classes (predominantly Equities) and across multiple platforms and segments, to maximize revenue and achieve high client service quality and execution in line with the Global Markets Strategy and within the defined risk parameters and regulatory requirements.

First Degree-Business Commerce/Finance and Accounting

POSITION INFO:
Essential Functions

• Service the various client value propositions in respect of low, medium and high touch client segments, Inclusive Retail Investments and Share Schemes.
• Trade support function to the desk, this includes daily business checks, fund manager reporting, share transfers, month end processing, allocation and correction of deals, trade instructions, invoicing, reconciliations, settlements and corporate action treatment for equities.
• Act as the primary point of contact for client requests, queries and complaints for own portfolio and portfolios and of direct reports. Collaborate with key stakeholders from other business areas to resolve escalated client requests, inquiries and complaints to maximise client satisfaction and grow strong client relationships.
• Maintain and grow client relationships across all segments to build a foundation of trust by demonstrating an understanding of the clients’ organization, strategy, and needs, by clearly articulating and by being consistently responsive to clients' needs.
• Own, build and maintain an ongoing relationship with clients and interface with Sales, Product, CIB Tax and GM digital teams on a regular basis to understand low, medium and high touch client needs and requirements and ensure consistent delivery against Service Level Agreements (SLAs) with Sales, Product, CIB Tax and GM Digital teams.
• Contribute to the achievement of strategic objectives, to grow the Global Markets business, optimise platform utilisation to grow share of wallet, deliver a superior client experience to optimise CIB revenue.
• Collaborate with peers and stakeholders by offering technical guidance, embedding efficiencies, on-the-job training and constructive feedback to build scalable business functions.
• Manage and report on key indicators that add value to the client’s experience to generate relevant information and insights to inform product and platform enhancements as well as continuous improvement in CE service delivery.
• Maximise GM product penetration by identifying cross-sell opportunities and notifying the relevant stakeholders to ensure the opportunity is capitalised.
• Monitor behavioural client insights to recommend on-going product and platform enhancements, to assist sales and product teams in identifying client opportunities through client experience and identify continuous client friction points in maintaining client experience.
• Adhere to CIB’s risk policies, procedures, documentation and authorization limits corresponding to relevant platforms, in order to ensure compliance with CIB's risk and regulatory frameworks.
• Keep up to date with relevant developments both internally and externally to identify, assess and contribute innovative improvements across CE service delivery.
• Keep up to date with the dynamic technological, product, market and client environments to manage the platform proactively.
• Maintain up to date knowledge of all GM platforms and products, including their capabilities, functionality and their application. Use this knowledge to accurately and effectively guide team members through onboard, train and manage clients’ experience.
• Receive and oversee the receipt of instruction to amend and execute transactions on all GM platforms on behalf of low, medium and high touch clients. Ensure the required standard operating procedure (SOP) are followed to acquire approvals and to execute the transaction in a timely manner and within approved policies and guidelines.

• 1-2 years: Strong knowledge of relevant asset classes, products and services, client sectors, market trends and competitor awareness in the region, in addition to a thorough understanding of the risk and regulatory environment.
• 3-4 years: Strong understanding of products and channel capabilities within Financial Services, acquired through experience in a client facing role such as in Operations, Services or Client Experience. Experience in dealing with various stakeholders and managing their expectations. Client services orientation with the ability to understand client needs, resolve client queries and manage difficult and demanding clients is strongly Preferred