The CSAM, located in Dublin, serves as the primary point of contact, escalation, and advocate for all client servicing requirements. It will require working in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Our mission is to deliver a world-class service experience at every client touchpoint and achieve industry-leading quality through measurable and proven service performance.

The role will focus on asset managers who will typically have Global Custody, Depository, Fund Administration and Transfer Agency as their primary products.

The successful candidate will act as the primary escalation point for clients on day-to-day issues, while also handling project work, ad-hoc requests, and managing the client's change agenda.

This client-focused role requires broad coverage across a wide range of services and issues, demanding high responsiveness and a focus on enhancing the client experience to support potential business growth.

As a service organization, we strive to be best-in-class in Client-Facing Technology, Simplicity, Standardization, Scalability, Stability, Reliability, and Strategic Location and People Management. Clients choose us because we exemplify behaviours that support our core values of Client Relationships, People, Teamwork, Ownership and Flawless Execution.

Job Responsibilities

• Oversee a portfolio of asset manager clients within Securities Services.

• Ensure exceptional service levels for clients and manage their expectations in coordination with business partners.

• Serve as the key contact and escalation point for clients, key stakeholders, and the business for all service-related matters.

• Resolve complex client issues promptly and effectively with minimal impact, often requiring cross-functional collaboration across departments like Sales, Operations, Onboarding, Product, and Technology to secure business alignment and meet client needs

• Establish and manage a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilizing KPIs and RAG ratings

• Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours

• Ensure accurate and timely fee billing for all products

• When the need arises, define and manage a remediation project to address any areas where service is no longer meeting client expectations

• In this influential role, you will act as the client advocate across the business, driving impactful change and ensuring client needs are at the forefront of decision-making processes.

• Ability to engage in direct client communication as appropriate and broker successful outcomes to difficult and complex issues. Communicate clearly, concisely, and efficiently.

Required Qualifications, Capabilities , and Skills

• Client Management & Presentation

• Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships. Must be confident, articulate, and able to combine diplomacy and assertiveness in leading client meetings, such as service reviews or ad-hoc issue resolution meetings.

• Communication – Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels

• Problem solving – Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders

• Planning and organising – Ability to work independently and multi-task under pressure.

• Attention to detail – Diligently attends to details and pursues quality in accomplishing tasks

• Leadership – Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.

• Proactive – Ability to identify sub-optimal processes, such as those that are manual and high-risk, and work with clients and business partners to develop solutions

• Knowledge – Knowledge – Strong understanding of products and the ability to comprehend the client organization, including their strategy and objectives

• Diverse - demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organisational success

• Ability to incorporate risk and control parameters into daily activities

• Self-reliant and results orientated able to prioritize key tasks effectively

• Strong work ethic and positive attitude under pressure

• Microsoft Excel, PowerPoint, Word and Outlook skills

Preferred qualifications, capabilities and skills

• Experience gained in an operational environment, particularly in securities services or supporting exchange traded funds would be beneficial

• Knowledge of CIB products and an enthusiasm to develop their knowledge across the Securities Services Industry