Client Solutions Manager, FSS-2400004745

Roles and Responsibility
Strategy

• Individuals in the FSS Client Solutions team are responsible for the onboarding, day to day account and relationship management of FSS clients. 
• Primary responsibility is to actively manage and maintain a strong level of satisfaction among the most important clients within Securities Services globally. The client base includes some of the largest global financial institutions which have extremely exacting standards and expect global best levels of client service.  The jobholder’s responsibility is to understand these requirements and ensure they are delivered consistently to a high standard.  He/she will also interact strongly with BAMs locally and regionally to exchange ideas and maintain uniformity across regions.  
• Manage existing clients to maximise their satisfaction and long-term contribution to the bottom line i.e. ensures upward trend of client satisfaction. Retains existing business and creates opportunities for new business referrals to work alongside with Sales. Be a trusted advisor to the client based on current and future needs to continue to develop the client relationship. Collaboration and co-operation are hallmarks of success as the jobholder often needs to bring together multiple internal parties such as regional and country heads of SS, Operations, Product Management, Financial Institutions, as well as external entities, to find innovative solutions to complex, often multi-market requirements.  In so doing he /she is expected to maintain the right balance between effective cost management and sometimes bespoke solutions.  
• The role is also responsible for the client relationship throughout the implementation process and will act as the single point of contact for the client during the implementation phase. He/she will participate in meetings with the client and define the solution design. Independently implement local client accounts and collaborate with global implementation teams on complex multi-market client accounts. Contribute to, and implements, the global client management strategy for SS clients.

Business

• Individuals in this team will support the FSS business and clients through effective transition from sales prospect/mandate to client go-live. 
• Post go-live they may be required to perform the role of dedicated Business Account Manager / Client Service for their allocated clients.
• Works closely with Sales/Coverage teams to fully understand the client and its business and thereby formulate appropriate onboarding plans. 
• Identifies ways to shorten onboarding times and commence revenue flow as soon as possible. 
• Achieve positive client feedback and client’s willing to act as SCB referees for future business. 
• Maintain close and collaborative relationships with internal stakeholders and key clients. 
• Provides regular implementation updates and escalates key issues on a timely basis to senior management

Processes

• Onboard clients to the FSS offering and provide client training
• Sales Support 
• Active engagement in solution design 
• Participates in Client meetings/workshops/presentations. 
• Support RFP/RFI/DD process
• Provide day to day client support
• Provide best in class relationship management ensuring all client requirements are met or captured for future development 
• Conducting regular client reviews
• Collaborate with internal teams within the bank to deliver effective solutions to client requirements
• Work with regional and global teams to facilitate a “follow the sun” model
• Work with the FSS business and technology/project teams on new product offerings

People and Talent 

• Leads through example and builds appropriate culture and values as part of a team
• Attend ongoing training and development. 
• Contributes actively to best practice transfers to educate and support the Client Solutions function globally.
• Objectively provides feedback to Client Solution team members and managers, and provides guidance, when necessary, to enhance client experience and business outcome.

Risk Management

• Proactively maintains an awareness and understanding of the main risks facing the Group and the role the individual and the team play in managing them.
• Ensures all regulatory and compliance initiatives surrounding the FSS business are understood and adhered to, and escalates any concerns through management, and other channels, in a timely and effective manner
• Adherence to key processes and control requirement
• Investigate and resolve problems that occur 
• Provide Business Continuity Planning and support