Post-trade Client Relationship
2 months ago
Post-Trade Client Relationship and Services is responsible for pre-sales and client on-boarding, service delivery, customer success management as well as workflow/ product and productivity improvements. This can only be delivered by a highly skilled individual as well as close collaboration with Business Line Management, Product Management, Development and CD&S teams.
The Service Management Associate provides primary-level problem resolution and customer service to all current and potential clients. They lead on-boarding of new clients, work to engage customers on new initiatives, and build and maintain those relationships and provide daily support.
**Principal Accountabilities**:
Demonstrate the ability to solve problems across all asset classes/initiatives and mastery of internal operational processes, Data interpretation and optimization, review and management of exceptions in a timely manner.
Demonstrate ability to teach/help colleagues with questions and issues regarding internal operational processes (Internal escalation points for Analysts).
Conduct reviews/checks of Analysts work to ensure progress and quality control. Be able to work independently to support customers for at least one service (Core/TM/triCalc/IMEM).
Provide excellent customer service across all asset classes and initiatives. Develop strong relationships with customers, provide clear/professional responses to client queries, assist with & lead customer calls and/or in-person visits. Accountable for the health/success of all non-dealers, non-asset servicers, non-hedge funds
Support Osttra Groups effort to develop innovative enhancements that improve our team and our customers experience. Document firm enhancement requests and help prioritize them. Suggest ideas to improve the customer experience and improve internal processes.
Provide support to CD&S and BLM teams on new initiatives during market adoption.
Create development tickets associated with new products and services, reflecting known requirements.
Engage with clients to validate functionality requirements and get feedback before the requirements are finalized to avoid any delays in product rollout.
**Skills & Software Requirements**:
Some experience within the triResolve Service Management team or experience in a related field
Product experience with OTC and Exchange Traded derivatives as well as the market they are traded in
Knowledge of where our organization fits in the industry
Knowledge of front, middle and back-office operations and systems
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- Equal Opportunity Employer
------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)
**Job ID**: OSTTRA_29358
**Posted On**: 2023-08-10
**Location**: London, United Kingdom
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