Team Manager - Client Services

Key Deliverables/Tasks/Responsibilities

1. Manage the team on a daily basis, ensuring all client queries are responded to in accordance with expected time/quality parameters.

2. Monitor delivery and ensure team members have the right support and skills to do their job. This may include running the training yourself, designing and creating process documents, liaising with other teams to understand the Commcise system end-to-end, etc.

3. Track team performance and morale and identify areas of improvement and help resolve any gaps.

4. Monitory and identify any operational risks, escalating these to the leadership team and proposing mitigating actions.

5. Be direct point of contact for Asset Managers and CSA Brokers to ensure smooth daily reconciliation/payment process.

6. Build excellent working knowledge of the payments/reconciliation/research managament software functionality and business

7. Become an expert in the modules used by our clients, think of improvements and encourage the team to propose these as well. Seek opportunities in your external/stakeholder conversations to understand how others operate and where lie opportunities for doing things better.

8. Proactively identify useful data points and capture these to build MI reports that will be presented to internal and external stakeholders.

9. Confidently use excel to analyse, compare data sets and derive conclusive action points from them.

10. Pro-actively respond to emails and calls, ensuring all queries are addressed and escalate any issues, risks or uncertainties to team leads.

11. Streamline and improve on the existing guidelines/processes for reconciliations and payments.

12. Resolve reconciliation breaks following established procedures, responding to broker queries on any queries regarding these breaks.

13. Document & maintain all internal processes up to date and actively contribute towards building a knowledge repository for the firm, engaging all team members in this exercise.

14. Demonstrate excellent understanding of client requirements and needs and be able to communicate these eloquently to any internal or external stakeholders.

15. Regularly review each deliverable (both your own and the team’s) to ensure the tasks are done accurately and within the required specifications, while managing the deadlines given.

16. Build relationships with third party counterparts ensuring clear understanding of how they work and what is required for good working relationships