Responsible for being the first point of contact for the Bank external clients from inception to account closure. The purpose of the client services function is to enhance the client’s experience with the Bank through supporting any queries, building a strong relationship with our clients and broadcasting client related information to the bank’s various departments.

REQUIREMENTS:

• Bachelor’s degree.
• The candidate should have at least 4-5 years of Investment Banking experience in a role which encompasses Client interaction, in addition to internal relationship management, and cross departmental communication.
• Capacity to take full ownership of a client’s requests while displaying a mature and confident approach with clients will be paramount to the success of the applicant.
• A strong understanding of the Rates and/or Cleared OTC products are required paired with a good knowledge on the Prime Brokerage business would be an advantage.
• Strong desktop PC skills incl. a good knowledge of Microsoft package.
• Strong project and data management skills.
• Excellent team player with communication and inter-personal skills.
• Strong organizational/project management skills; ability to identify and prioritize multiple tasks.
• Ability to work to tight deadlines in a fast-paced environment.
• Proactive and results driven approach to ensure completion of all tasks and ultimately improvement of our clients’ Bank experience.
• Need to be able to articulate an understanding of FX products and the front to back process flows of relevant products.
• Good negotiation skills and the ability to manage individual clients’ expectations.
• Global Effectiveness & ability to think laterally.
• Needs to know Bank’s control framework, including street and house reconciliations, control meetings.
• Openness to Innovation and Change.

a) Client Relationship Management

• Managing phone/group inboxes and ensuring client queries are attended in a timely fashion.
• Conducting system walkthroughs for clients.

b) Control

• Ensure that all reconciliation breaks and trade exceptions are being attended to promptly.
• Ensure team members globally are providing the appropriate service level to client as well as follow the proper control guideline.

c) Trade event management

• Trade Capture for Interest Rates Swaps, Inflation Swaps, Bond Options, Swaptions, Interest Rate Caps/Floors, Credit Default Swaps, Exotics, Unwinds, novations and NPV. This includes all post trade events including allocations, novations, clearing and terminating trades.
• Provide support to New York/London clients trading during Asia time zone.
• Work closely with client, counterparty bank and offshore team to ensure mismatches on trades are rectified. This will include mismatches on Markitwire.

d) Billing

• Follow up closely with client to ensure fees are being paid in a timely manner.

e) Managing Business Relationship

• Work with Rates PB and CoTC business closely on client escalations and serve as a point of contact for business as an operations subject matter expert.
• Facilitating monthly business meeting to discuss product KPIs, client centric initiatives and updating monthly business decks.

This role has significant interaction with internal teams globally (Collateral, Credit, IT, Legal, Onboarding, Product, FX PB, Sales, Settlements, Valuations, etc) and external clients round the globe. It is expected of the candidate to build strong working relationships internally and externally, to service and manage clients professionally. It will also be important for the candidate to engage FX Clearing teams for cross-product clients and Rates PB/CoTC team in India and London to support Rates clients during Asia time zone.