Dir Post-Trade Client Relationship & Services

at  SP Global

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.

The triResolve Client Services team is responsible for the end-to-end customer experience for triResolve. This position is to be Team Leader for this team.
The CS team will start interacting with a client when they are a prospect, make sure they test successfully and decide to become a client, secure top-of-the-line daily support and check in with the client proactively with regular intervals to ensure they are aware of new features and are generally looked after.
CS 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, where the goal is customer satisfaction. This means that queries are only responded to when there is high quality information to provide. Sufficient research time is thereby allowed, and information sharing between colleagues is encouraged and expected. Therefore, it is also expected that candidates are curious and keen on learning, throughout the employment.
The Client Manager role is responsible for Client Services in the relevant region as well as for coordinating with other support teams globally. This role works closely together with other members of the team, the Product and Business Managers as well as Software Development teams. The degree of personal responsibility and accountability is generally very high.
Duties & Accountabilities
The team leader is responsible for coordinating the activities of a team of regional client managers, responsible for:
Client Services for regional subscribers
Day-to-day service delivery to triResolve subscribers
Ensuring regional subscribers receive adequate training and support.
Ensuring regional subscribers derive maximum value from usage of triResolve. This is achieved through a combination of communication, support, training, escalation etc. as appropriate.
Provide excellent customer service across all asset classes and initiatives. Develop strong relationships with customers, provide clear/professional responses to client queries, assist with & lead customer calls and/or in-person visits. Accountable for the health and successful service utilization by assigned triResolve clients.
Work closely as part of a global team of Client Managers.
Self-accountability in making sure that self is adequately trained and informed in supporting our services.
Participating in pre-sales, sales and customer success activities for regional prospects and customers, including meetings, presentations, training etc.
Responsible for trial and pilot of triResolve services for prospects.
Participates in testing and Quality Assurance of new functionalities or fixes.
Contributes and participates in improving internal processes with the objective to achieve a high degree of automation.
Education & Experience
Clear leadership abilities
Bachelor’s Degree, preferably in Banking and Finance
Experience of working in Back/Middle office functions
Experience in Collateral Management or triResolve is advantageous
Relationship building skills
Personal Competencies
Strong communication skills (verbal and written English)
Fluency in Mandarin or other Asian languages would be an advantage
Good team player and quick self-motivated learner
Basic knowledge in computer logic would be beneficial
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?