Client Operations Manager
- Wrocław, dolnośląskie
- Stała
- Pełny etat
Hrs/Wk: 40.00In this role, you'll make an impact in the following ways:
The Vice President I reports to the Senior Vice President and manages the daily activities of assigned Trust Associate Representatives, ensuring that activities are conducted in accordance with the Firm and Corporate Trust policies and procedures and preferred practices. He/she constantly ensures that risks are being identified and actively managed. He/she will collaborate with multiple managers in other locations to identify and resolve issues while serving as a high-level escalation point for complex situations and ensuring that they are brought to a successful resolution.
The Vice President I will quickly address and resolve problems, possess strong decision-making and organizational skills, and will communicate effectively with internal shared service partners and with internal and external clients. The Vice President I will also actively assist the Senior Vice President (Group Manager) with developing and driving new strategic plan initiatives.Essential Functions - Key Roles & Responsibilities:
- Hire, coach, train and provide professional guidance to team members, establish and evaluate performance/development goals/conduct PMP reviews and work to attract and retain talent within the group. Ensure that the team has the appropriate training to perform well and exceed in their role
- Transaction Management: Continuous dialogue and open communication with Client Service teams
- Employee Development: Oversight of training and development plans for all assigned employees
- Planning: Manage Staff Resourcing based on business requirements ensure adequate cover in place to meeting deliverables timely & accurately
- Develop & execute strategic plans to meet group annual goals, take an active role in operational decisions, and drive growth, efficiency, and development efforts.
- Identify and resolve issues while serving as a high-level escalation point for complex situations and ensure that they are brought to a successful resolution
- Resolves highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed.
- Partner with Global Groups to identify and streamline business operations. Support the efforts to enhance controls by standardizing relevant business processes and consistently managing/monitoring those activities to ensure quality and accuracy. Support key business programs, including business and process improvements which drive greater operational efficiencies and superior client service.
- Serve as an escalation point and communicate effectively with other internal shared services and clients. This role sets the directions and tones for the operational service administration elements of our business.
- Business Liaison: Build and lead effective relationships with offshore operational support teams to help ensure client service excellence. Track and measure performance of key support teams through analysing and interpreting key MIS/KPI data. Partner with these groups to ensure continuous process improvements are being achieve
- To proactively monitor and manage the activities performed within our business partners
- To hold regular meetings and escalate any concerns
- To monitor and control SLAs, quality indicators, and give regular feedback to Group Manager
- Minimum 5 years Corporate Trust or related financial markets/securities industry experience.
- Experience in Loans (syndicated, bi-lateral, real estate) very desirable
- Solid understanding of the product(s) administered by the group and thorough understanding of risk management and control practices.
- Excellent leadership skills, ability to lead dynamic team
- Ability to quickly address issues - strong decision making
- Strong Financial Services Technical Skills
- Effective interpersonal, oral, and written communication skills
- Excellent analytical, organizational and time management skills with the ability to meet tight deadlines
- Proficiency in using Microsoft packages particularly Excel