Trade Lifecycle Client Services Core Team Lead

About The Role:

Client Services Core Team Lead

Overview
 

The triResolve Client Services team is responsible for the end-to-end customer experience for triResolve. CS will secure top-of-the-line daily support and ensure that the customer journey from onboarding to dedicated production support is seamless and conducive to a highly positive client experience. They will also work closely with internal teams to develop the service technically and continuously improve processes and optimize output. CS works with an end goal centric quality first mindset. This means that we only respond to queries with high quality and well informed information. This will manifest in the way that sufficient research time is allowed, and information sharing between colleagues is encouraged and expected. Output volumes are being measured at both individual and group level where both quality and timeliness are key performance parameters. The team lead is responsible to ensure this group effort-mentality is applied in their team and client queries are managed both proactively and in a timely, qualitative manner.

Role Summary
 

The role is responsible for coordinating the triResolve Client Services in the respective region. This role works closely together with other members of the Client Services team, Operational Excellence Team, Customer Success, Product Management, Solutions, Development, Commercial and Sales teams.

Responsibilities

Overseeing Client Services for regional subscribers

• Ensure regional subscribers receive adequate training and support.
• Ensure regional subscribers derive maximum value from usage of triResolve. This is achieved through a combination of communication, support, training, escalation etc as appropriate.
• Monitor delivered performance vs. performance goals through objective setting and frequent tracking.

Coordinating the local Client Services team

• Manage the day to day service delivery workflow of the local team.
• Coordinate activities of the local team such as meetings, training, customer visits, vacations etc to ensure full support coverage for subscribers.
• Ensure the local team is sufficiently staffed, trained and productive.
• Ensure there is close collaboration across the EMEA region and that the team operate as one Document title.
• Support in upskilling of new joiners across EMEA region to ensure success.
• Support the regional lead and help drive through any support model changes and improvements. Monitor, track and remediate where any process gaps or adherence challenges are identified.
• Provide or arrange for internal training of new and existing members of local team.
• Plan medium and long-term staffing and coordinate recruiting with regional management.
• Help to foster culture and collaboration across the broader London CS team.

Partner with Customer Success and Sales

• Align resources to participate in testing and pilot reconciliations for prospects.
• Ensure that the local team’s initiatives are being followed up and documented and appropriate representatives assigned based on knowledge and capacity.

Coordinating with Global Client Services

• Liaise with and contribute to Client Services activities in other regions, and ensure local team adequately contributes to the global team effort
• Contribute to testing and Quality Assurance.
• Ensure that sensitive clients still receive enhanced focused and white glove handling where deemed necessary.
• Continuously improve internal processes with the objective to achieve a high degree of automation.
• Stand in for regional lead to represent in Steering Committees and leadership forums.
• Escalation point for both internal and external issues.

Requirementsskills

• Leadership – This role requires the ability to lead, organize and delegate successfully to the team of people working within the triResolve Client Services team.
• IT proficiency - This role must have thorough IT skills to successfully deliver the service, manage the team and to efficiently improve the reconciliation process and automate the workflow to as large extent as possible.
• Communication – This role must be able to effectively communicate with our clients to quickly address any issues that may arise before they turn into real problems.
• Client relationship - This role must be able to build high quality, long-lasting operational relationships with key contacts Document title.
• Financial Industry knowledge – This role shall be versed in the financial markets, processes related to trading and post execution and OTC derivatives products.

Knowledge

Financial Industry knowledge – This role shall be versed in the financial markets, processes related to trading and post execution and OTC derivatives products.

 Experience

The role requires significant experience with triResolve Client Services workflows.

About OSTTRA

Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group.  As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years:  MarkitServ, Traiana, TriOptima and Reset.  OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

 With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. 

Learn more at www.osttra.com.

What’s In It For You?

Benefits:

• We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
• Our benefits include: 
• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)