Business Account Manager FSS, Client Solutions

Job Summary

The role’s principal 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 other BAMs regionally to exchange ideas and maintain uniformity across regions.

The role entails to keep Clients/ Local and network business teams abreast of changes in regulations, market procedures, operating procedures through RFPs, Newsflashes, Market Updates/Insights, Operating Guidelines and other routine communications to clients.

The role requires an in-depth understanding of each client’s business model based on sound industry experience coupled with analysis of the client’s individual needs. 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 Mgt, 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. role entails knowledge of market structure and framework and securities service capabilities and processes for effective client communication and find solutions to dynamic client and market requirements.

Success factors will include hard targets for retention of existing revenue. Client satisfaction is a key factor in expanding existing SS relationships and maintaining a strong pipeline of potential new business from existing clients, will work together with Sales to convert, is another key success factor.

• Manages the most important SS clients residing in-country
• Contributes to, and implements, the global client management strategy for SS clients
• 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 in order to continue to develop the client relationship
• Acts as country escalation point for client issues and requests
• Newsflash / Client Communication Management – India – Responsible for preparation, accuracy, completeness and timely posting of Newsflashes and other client communications related to market and regulatory developments

• Works closely across the bank to ensure best in class & quality services are being provided to local BAM clients
• Works closely with FI to align and understand client strategic growth opportunities for the local BAM clients
• Ensures consistent levels of service are provided to clients
• Thorough understanding of clients and ability to deliver in challenging situations
• Build strong relationship and trust with local BAM clients
• Anticipate and embrace change to retain and build a competitive edge

• 5 – 10 years of experience with experience in security services, client service implementation, banks & broker dealers

• Helps the unit to achieve targets for revenue retention and defence from existing mandates
• Identifies innovative solutions to clients’ requirements, maximising re‑use of existing capabilities
• Identifies opportunities for growth from existing business and for referrals to work with Sales for new products and services
• Researches clients to fully understand their business model and identify innovative ways to anticipate and manage their requirements
• Monitors competitor service offerings to identify and remediate any gaps
• Adds value to client relationships by developing MI, enabling clients to enhance their own efficiency and interaction with SCB
• Maintains appropriate commercial balance between needs of clients and…