Customer Service
Permanent,Full-time
Job Description
- Coordinate internal functions including Service Delivery Teams, Sales, Legal, Compliance and technology to ensure all new launches and conversations are successfully project managed. Offer digital education and guidance to Customers via the most appropriate channels. Participate in cross- department customer experience streams to design future customer experience roadmap.
- Maintain documentation for customers, assist sales and pre-sales team with the setup of new customers and end-users. Coordinate Client Acceptance process to ensure.
- Manage after sales services. Plan, coordinate and organise the activities of the Customer Support department. Ensures the quality of services by monitoring the level of services, analysing the trends, correcting inefficiencies and deviations.
- Management of the operational day to day customer relationship which includes customer query and crisis management, ongoing management of customer service level agreements, regular customer service reviews, ongoing client training, regular client communications and monitoring future client requirements
- Making sure controls in regards to SLA Management are applied and constantly reviewed, primarily against risk and compliance framework to ensure full compliance to all policies and regulatory obligations
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across
- This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations and guidelines.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Required Knowledge, Skills, and Abilities
- Strong experience in managing Customer Service or Customer Service team
- Strong working experience in banking or large finance institutions
- Client service experience and understand the post trade landscape and associated services
- Must have custody experience
- Must have digital asset knowledge
- Have experience of post trade services, ideally previously working for a custodian or an Asset Manager and has a keen interest in disruptive technologies, digital assets and/or crypto
- Report efficiently to management and risk team in a timely manner
- Experience working in a distributed team with diverse culture and background.
- Open to change and comfortable working in a fast-pace environment
- Will have proven success of servicing client relationships
- Superior analytical aptitude and creative problem-solving abilities
- Strong communication and interpersonal skills
- Self-motivated and detail-oriented individual
- Applicants must be Ireland-based
Reference no: 90263