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SSO – Custody Middle Office - Client Facing Team

The Custody Middle Office Client facing team, Mumbai, India consists of cross-product, functionally aligned teams to support Global Custody clients on Trades, Cash, Foreign Exchange and Asset Servicing enquiry streams and the Team is expected to have a proactive approach towards service delivery.

Job Responsibilities:

• Financial Services background within Custody or Investment Bank environment with 12-15 yrs of experience in Trade Management / Cash Management Or Asset Services domain.
• Strong Executive presence & interpersonal skills
• Strong Business communication skills both verbal and written
• Demonstrates strategic and analytical thinking
• Successful performance in a risk based environment with a proven track record of risk reduction
• Track record of working in a changing environment with the experience of learning, documenting and implementing new processes efficiently
• Demonstrated experience of multi-tasking and effective time management with attention to detail in a fast paced environment
• Must have good knowledge of Microsoft Office skills: Excel, Word and PowerPoint, Tableau (added advantage)
• Strong time management skills required to meet the internal and external deadlines/cutoffs
• Shift - EMEA/ Late EMEA.

Key Responsibilities

• Has to be extremely client-focused and result-oriented in approach. We are looking for a Client Services Manager who can help maintain existing business with current and act as liaison between the client & the Bank to remediate issues.
• Hands on Manager with sound People Management skills and focus on grooming and developing diverse talent
• Exhibits boundary-less behavior, proactive and ability to work with Global teams in a matrix organization environment
• Ability to see the big picture and escalate quickly during critical situations
• Should possess experience of working on voluntary\mandatory Corporate Actions or Income related processes OR
• Trade management/ Cash management
• Day to day inquiry management & resolution of escalated client exceptions. On a daily basis ensure timely and accurate responses executed on Custody Enquiries received and logged, in line with documented procedures and controls
• Ensure all open enquiries are managed, and ownership maintained, so that cases are updated and closed in a timely manner according to case management best practices and case status policy
• Work alongside a team of 10-15 professionals with managing day-to-day efforts
• Host Review meetings with the client(s) & drive improvement/ efficiency opportunities.
• Execute forward thinking to maintain response quality and completeness to prevent case reopening.
• Publishing / Review of Daily/weekly performance metrics pertaining to the function and to identify and track reasons for deviation from agreed levels or expected behavior. Ensure follow up and escalate for all ageing items.
• Manage group email boxes and SharePoint queues to ensure queries are resolved / responded to within a timeframe and manner sensitive to the urgency of the event, thereby ensuring that internal / external client satisfaction is maintained.