Assistant Manager - Cash PB Client service

Primary responsibilities of the team includes:

Work closely with our business partners (Sales, Trading, Business Managers, Relationship Managers) on various client related topics

Act as coordinator internally to ensure we provide a solution to clients with a competitive timeline.

Ensure timely and appropriate level of escalation pertaining to client-impacted issues.

Handle post trade allocation and trade exceptions for Synthetic Prime Brokerage clients

Follow SLA turnaround time on client issues, and solutions.

Review CSG and client MI to drive improvement leveraging technology or process enhancement.

Involved in projects/initiatives globally and locally, on continuous improvement / enhancement to clients, achieve efficiency/cost reduction, mitigate operational risk, streamline existing process, conduct UAT testing.

Bring solutions to new business initiatives for development.

Propose process improvements to improve client journey.

Please note that this role requires night shift coverage starting from 18:30 / 19:30 / 20:30 IST onwards and will change based on business requirement.

Ensure timely responses by end of day. Ensure processes and controls are performed

Act as liaison between the back office and client/front office as applicable

Escalation points for problem or sensitive cases

Responsible for staff training and progress follow up

Work with Team Leads and Manager to review Inquiry/ Investigation reports for outstanding investigations and inquiries and create specific reporting for corporate clients.

Ensures adherence to all external regulatory and internal policy guidelines as dictated by the position.

Responsible for the departments statistics for month end reporting (KPI).

Direct contribution to BNPP operational permanent control framework.

Recommend and monitor KPIs making sure that SLAs/turnaround times are being met.

Have a clear understanding of how to handle exceptions or issues

Ensuring any trade related discrepancies are highlighted to the relevant teams / clients and resolved in a timely manner

Monitoring of failing trades and other outstanding issues to ensure client service is maintained at all times

Contribute to the minimization of settlement costs & operational risk:

By becoming more risk aware and by following the procedures or Compliance rules that are in place to mitigate operational or reputational risk

Escalate when and follow up as appropriate with clients and other internal teams in case of market risks (buy-ins)

If necessary, using the escalation process when operational risk is detected

By maintaining close relationships with traders and sales and escalating problems to them promptly where required

By maintaining good working relationships with domestic agents and custodians

By communicating with, and assisting, other operational departments where needed

Ensuring direct Managers are kept informed of any potential problems & issues where appropriate

Contribution to the team development:

Formalization of team procedures and operating guides

Participation of training and coaching for new joiners

Essential Personal Skills

Diligence - Displays dedication and prioritizes problems by considering the impact on the business; identifies quick-wins.

Resilience - Stays calm and positive, controls his/her emotions in conflict or any situation of intense stress (due to market, time or pressure).

Communication (Active listener and clear communicator) - Communicates clearly. Communicates pro-actively with management, escalating issues as necessary. Ability to deal confidently with a range of personnel including management.

Innovation - Thinks laterally to identify other sources of useful information and sees ways around obstacles and barriers.

Proactivity - Self-starter with ability to work effectively with minimum supervision and detail oriented to ensure a quality service is provided.

Structured / Multi-tasked Ability to undertake structured analysis of a problem, identify key pain points and propose / implement pragmatic solutions rapidly.

Core Competencies

Ownership, Drive for results own your client, hold and grab follow thru issues / queries, Delivers high quality work timely.

Risk awareness Demonstrates a good awareness of operational risk management. Always considers risk in his/her daily activities and abides by the operational responsibilities, where relevant.

Corporate role model, integrity & ethics Acts with discipline and high ethical standards.

Team player & cross-cultural awareness Works effectively in a team. Collaborates and shares information and solutions with colleagues, with other teams and stakeholders.

Client focus Sees stakeholders as well as external clients as customers.

Challenge status quo - raise question on processes and current system flows.

Ability to analyse, organize and report efficiently.

Flexibility on working methods and changing international environment.

Rigorous and reactive in order to face pressure and reach excellence anytime

Diligently follow the set procedures and Compliance policies

Knowledge of financial markets and products, and easiness/expertise in dealing with Excel.