Director, Fixed Income Client Success

2 weeks ago

London, United Kingdom eFinancial Careers Full time

**Role title**:Director, Fixed Income Client Success
**Grade**:9 (Director)
Core leadership responsibilities include (but not limited to):

- Serve as the global lead for the Fixed Income Client Success team, providing guidance to and promoting collaboration amongst regional team leads
- Establish global plans to drive growth, adoption, and usage across both the buy-side and sell-side of the fixed income client base
- Provide technical knowledge of Fixed Income issuance to team leads to address client demands, trouble
- shoot esoteric issues and pioneer client and/or market changes
- Work with the company's leadership to define, launch, and drive critical strategic, organizational and operational recommendations
- Identify areas of improvement that drive exceptional client service, operational success and career mobility
- Develop action plans for improving quality of service and operational efficiency
- Partner across Ipreo's federation (Global Client Relations, Product Strategy/Marketing, Product Build, Sales) to approximately manage all phases of the client lifecycle, from on-boarding through maturation
- Partner with cross-asset teams (within Client Success) to share best practices, strategize on initiatives and implement change
- Coordinate and manage processes with Product Build, to yield timely escalation and resolution of production issues
- Leverage operational data, and prepare analyses that measure team performance and client satisfaction
- Prepare, maintain, and ensure adherence with operational procedures that govern across platform operability, support needs, reporting requests and risk escalation/mitigation
Beyond internal infrastructure management, you will serve our elite clientele throughout all stages of the relationship:

- Foster relationships with core clientele to ensure continuous satisfaction
- Serve as an escalation point for production issues and/or outages that impede transactional success
- Host onsite meetings, in conjunction with Account Managers, to solidify confidence and loyalty with Ipreo products
- Promote usage of existing and new tools to maximize user experiences
- Stay abreast of industry and regulatory changes to pioneer solutions with product teams

**About You**
- 10+ years of professional experience, which includes supervision of teams
- Solid understanding of fixed income securities, with a concentration on the new issuance execution process
- Broad financial, analytical and structured problem solving skills, combined with strong business acumen
- Experience building and developing teams and workflows
- Ability to manage geographically dispersed teams and team members
- Experience with streamlining, implementing and globalizing policies/procedures that uphold and enhance service levels
- Strong analytical and reporting skills to measure performance, identify trends and detect gaps
- Excellent communication and presentation skills that cater to all levels of hierarchy both internally and externally
- Ability to work in a fast-paced, team oriented environment and manage multiple tasks simultaneously
- Technical aptitude and ability to learn software programs
- Expertise with MS Office Suite (Excel, Word, PowerPoint), and CRMs (preferably SalesForce)
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- **Equal Opportunity Employer**:

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