Manages a medium-sized Corporate Actions client service experts team split across Brussels & Manchester responsible for providing quality support to internal & external on a daily basis.
Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure high client service standards, continuous process improvement and optimal client satisfaction;
Resolves highly complex or non-routine client corporate action issues or inquiries as needed, managing escalations effectively;
Maintains relationships with business teams to report client trends and needs; may provide forward-looking insight on client issues to drive future revenue growth. Navigates the navigate the organisation successfully, both from a functional and from a legal entity (European bank) perspective;
Oversees and provides guidance on internal activities and initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported;
Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team;
Leads strategic change initiatives to improve client service experience and promote team efficiency. Maintains strong connectively with CSE global counterparts through thought leadership, helping define global harmonisation and strategy.
Manages one or more client service/support teams.
Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members. Teams support multiple, moderately complex to highly complex (platinum) client accounts;
Bachelor’s degree or the equivalent combination of education and experience is required with an MBA preferred;
5-7 years of total work experience with at least 0-1 years of management experience preferred. Experience in an operational area and/or client services preferred;
Corporate Action knowledge highly desirable;
Fluent in English, other European languages preferable.