Operations Client Service, officer

Who we are looking for

SSM Client Service Solutions (“CSS”) is comprised of two teams of client facing product specialists focused on internal and external client satisfaction through proactive support and ownership of Client Onboarding & Maintenance and Regulatory Onboarding.

The Client Onboarding & Maintenance team leads and manages the institutional client onboarding process and acts as a single point of contact and liaison throughout the entire onboarding cycle – from initial client lead to deal structuring, negotiation, legal documentation, stakeholder approval, account opening, and ongoing client servicing and interaction.

The Regulatory Onboarding team works closely with the Client Onboarding and Maintenance teams to ensure that regulatory requirements are met across for all SSGM products and act as a business resource to channel and address client inquiries relating to new regulatory requirements.

State Street Markets group is looking for a manager in the team. The SSM Client Onboarding, Officer is responsible for managing the onboarding process for clients in Sydney.

Why this role is important to us

The team you will be joining is a part of State Street Markets. When owners and managers of institutional assets need research, trading, securities lending and innovative portfolio strategies, they turn to SSM business unit. As our investment research and trading arm, SSM’s number one goal is to enhance and preserve our clients’ portfolio values by applying technology, optimizing trading, and linking asset classes and markets across the world.

Join us if making your mark in the capital markets industry from day one is a challenge you are up for.

What you will be responsible for

As SS Markets Client Onboarding Manager, you will

Management Responsibilities:

• Own the overall Client Onboarding experience in Sydney
• Act as escalation point for Client Service Solutions function
• Proactive identification of client needs and potential issues. Manages client expectations
• Maintain strong working relationships with internal counterparts
• Monitor external and internal client satisfaction
• Drive issue resolution by handling issues directly where possible and involving functional experts when needed
• Review metrics with key internal stakeholders to drive process improvements and efficiency gains
• Ensure that global SSGM procedures are followed
• Participate in the enhancement and maintenance of internal systems for workflow management and data storage
• Participate in the establishment and maintenance of controls
• Ensure the accuracy of client static data

Functional Responsibilities:

• Perform activities associated with client onboarding or modification events
• Visit key clients to enhance working relationships and gain better understanding of client needs
• Develop a clear understanding of how client profiles and requirements intersect with transaction systems and internal processes
• Participate in the implementation of solutions to meet client requirements
• Gather requisite data and documents from internal or external sources as appropriate; review and analyze data and documents to ensure accuracy; route requisite data and documents to appropriate stakeholders
• Address ongoing client servicing and interaction needs
• Track and monitor potential onboarding issues and delays
• Ensure accuracy of accounts set up in transaction systems and client static data
• Maintain strong working relationships and liaise with internal and external counterparts including Clients, Front Office, Legal, Compliance, Middle Office, Operations, Technology, Project Management teams
• Perform all tasks to ensure compliance with regulatory requirements
• Tracking monitoring and resolving potential sources of onboarding issues and delays
• Ability to multi-task

Education & Preferred Qualifications

• Bachelor’s degree in business, finance, or related field
• 5+ years prior finance industry experience

Additional requirements

• Strong customer service skills
• Strong organizational skills
• Strong knowledge of financial markets and the regulatory environment
• Project management experience would be a strong plus
• Ability to multi-task, work under pressure
• Excellent communication, interpersonal and relationship skills
• Ability to impart knowledge and share expertise effectively with staff members, clients and colleagues

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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