Associate Director, Online Threat Intelligence
Control Risks
Team Lead, Trade Lifecycle Client Services
S&P Global
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Oversee Client Services for regional subscribers and ensure they receive adequate training and support.
- Ensure regional subscribers derive maximum value from usage of triResolve through communication, support, training, escalation as appropriate.
- Monitor delivered performance vs. performance goals through objective setting and frequent tracking.
- Coordinate the day to day service delivery workflow of the local team, including meetings, training, customer visits, vacations to ensure full support coverage.
- Ensure the local team is sufficiently staffed, trained and productive and support in upskilling new joiners across EMEA.
- Support the regional lead and help drive through support model changes and improvements; monitor, track and remediate process gaps or adherence challenges.
- Provide or arrange internal training, plan medium and long-term staffing and coordinate recruiting with regional management.
- Partner with Customer Success and Sales: align resources for testing and pilot reconciliations for prospects and ensure initiatives are followed up and documented.
- Coordinate with Global Client Services, contribute to testing and Quality Assurance, and ensure sensitive clients receive enhanced white glove handling where necessary.
- Continuously improve internal processes with the objective to achieve a high degree of automation.
- Stand in for regional lead in Steering Committees and leadership forums and act as escalation point for internal and external issues.
Requirements
- 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.
- Financial Industry knowledge – Versed in the financial markets, processes related to trading and post execution and OTC derivatives products.
- Experience – Significant experience with triResolve Client Services workflows.
