Back to Job Search

Account Manager

  • Location: New York, NY, 10013
  • Job Type:Contract

Posted 15 days ago

Terrific 6+ month contract opportunity in New York, New York for an Account Manager. Will act as the primary contact for operational service-related escalations and in conjunction with the Client Executives, will be responsible for ensuring that the company is delivering a best-in-class client experience. Will typically be assigned a number of clients and be responsible for implementing an appropriate service delivery governance structure focused on proactive client management.
 
Responsibilities:
  • Owner of service relationship across Securities Services products for assigned clients. Intermediaries (FI) Lead resolution of escalated operational and service issues notifying internal team of client escalation and keeping both client and internal team updated until resolution.
  • Own client service review meetings ensuring quality metrics are presented. Share service review results internally and ensure any resulting action items are managed to conclusion.
  • Establish and lead regular calls with clients to review open issues log and metrics reports.
  • Lead internal virtual team meetings creating a consistent client focus across company teams.
  • Solicit feedback on client sentiment via periodic RAG temperature check across functions. Identify reasons for ratings and ensure clear path to green process/owner where applicable.
  • Own operational service plans capturing solutions to significant issues and proactive initiatives and jointly discuss with clients on a periodic basis.
  • Monitor, track and escalate client risk events e.g. losses, errors, complaints, tech issues.
  • Own any client operational due diligence visits, audit schedules and operational workshops.
  • Support Sales/CEs in pre-RFP information requests and client due diligence sessions.
  • Own knowledge of client operating model, setup within the company , any special BAU requirements.
  • Ensure accurate and timely KPIs/SLA metrics are delivered. Analyze metrics and provide recommendations to improve service for client and/or efficiency of internal processes.
  • Monitor aged billing receivables and own working with the client and/or billing team to close out any aged items.
  • Oversight of significant client change initiatives and co-ordination of client change delivery for non-contractual change clients.
  • Help clients navigate the company’s operational SMEs. Arrange subject matter discussions/reviews as required.
  • Ensure clients receive notices and updates on planned changes, including company driven, client driven and regulatory change. Ensure clients are fully operational and satisfied post go-live.
  • Partner up with BAU Operations to champion operational solutions and challenge manual/bespoke/inefficient processes to ultimately reduce risk, increase efficiency and/or enhance service delivery.
  • Completion and review of scorecard metrics with relevant Ops/product/CE partners.
  • Based on knowledge of processes and client feedback, raise product gaps to relevant Product team ensuring a targeted strategy is in place.
  • Positively contribute to the Account Management strategy execution at a country and regional level.
 
Qualifications:
  • Degree preferred, preferably in a business discipline.
  • 7+ (5+ for AVP role) years of experience in a global financial institution with broad end to end understanding of the Securities Services products to including Fund Accounting, Transfer Agency, Middle Office, Global Custody and Direct Custody.
  • Previous experience in client facing role essential.
  • Must demonstrate strong communication skills.
  • Enthusiastic with strong presentation and interpersonal skills.
  • Thorough knowledge and familiarity with Microsoft Word, Excel, PowerPoint and Outlook required.
  • Strong analytical and problem-solving skills.
  • Continuous improvement mindset and experience.
  • Strong team player with excellent attention to detail.
  • Good understanding of current and upcoming industry regulations.
 
If this is a perfect fit, Apply now!