Job description

This position is accountable for providing high quality service through the management of day-to-day Custody activity. The individual ensures a superior level of service is maintained at all times, shares knowledge of pending issues, promptly resolves where possible and escalates items where necessary to the line manager whilst providing all clients with an exceptional experience in all engagements with CACEIS Investor Services. The individual completes end to end process and impact analysis for all assigned projects identifying synergies between external and internal projects at Department Level. The role includes active monitoring/control validation and escalation of issues involving the TM processing hubs.

What will you do?
Acts as a recognised point of contact for clients. Work with relevant teams, internal and external, to manage queries and issues to completion, keeping the client informed at all times. Compile all responses to queries and chase further information as appropriate dealing directly with the client using a consultative partnership approach to answering all Clients enquires as experts in their field.
Provide a high level of service by responding promptly and accurately to daily client queries.
Support and attend oversight reviews and forums from a SME view-point as required.
Work with relevant teams to draft analysis (BRD), plan, implement and roll-out process changes, review and enhance current processes; implement best practices and new features, automate and standardize where possible.
Ensure all queries are logged as received via MyClientView.
Act as an escalation point for Client TM queries that arise, monitoring through to completion.
Ensure that all client received information is documented, archived and update on regular basis (Prospectus, fees agreements…).
Proactively identify process improvement opportunities and execute on their implementation to enhance our service and value proposition for our clients.
Develop and maintain professional and productive working relationships with all business partners; working alongside them to ensure a successful resolution of client's issues.
Participate in and contribute to Client Team meetings conducted by Service Assurance.
Anticipate issues and proactively work to address concerns before they escalate.
Advise line manager of all significant issues, suggest resolution where possible and escalate to the SAM as appropriate.
Ensure use of Issue tracker is accurate and detailed.
Ensure adherence to Complaint Policy.
Assist Regulatory activities under TM team.
Actively participate in any other relevant client change programs and projects as required.
Support the broader Client Operations team in meeting key objectives as required.
Manage own training requirements, assisting in creating a flexible and focused team that is able to effectively manage a broad set of responsibilities in an efficient and risk-averse manner.