Our client is seeking a Client Support Team Lead to supervise a team of Account Managers within the Custody department. This is a full-time, permanent role based in a location that supports the client’s operations. You will be instrumental in delivering exceptional client support while ensuring the efficient functioning of your team. Your leadership will focus on improving client service delivery and satisfaction. The principal responsibilities of this position include overseeing the daily client service activities of the Account Managers, managing workflow for equitable distribution of tasks, and identifying commercial opportunities. Additionally, you will be involved in coordinating projects and system testing, acting as a point of escalation for complex client issues, and conducting performance reviews to foster development within your team.
JOB DUTIES:
- Oversee the Account Managers in their daily client service, ensuring the appropriate service model for each customer segment.
- Manage workflow and ensure an efficient and fair distribution of responsibilities within the team.
- Encourage the team to identify and refer commercial leads effectively.
- Assist with and coordinate various projects and system testing tasks as required.
- Drive initiatives aimed at enhancing client service and overall satisfaction levels.
- Act as a point of escalation for complex client issues or complaints, ensuring timely resolution.
- Conduct regular performance reviews, providing constructive feedback and identifying training and career development opportunities for team members.
- Lead structured team meetings to promote open communication and alignment on objectives.
- Acquire and maintain a detailed knowledge of the client’s products and services to support effective team supervision.
- Become a subject matter expert on the operational processes and procedures related to front office Custody.
- Maintain awareness of the client’s financial targets and contribute positively towards achieving these objectives.
- Manage operational risk within your team, ensuring adherence to relevant rules, regulations, and internal policies.
- Present regular performance updates to your line manager, highlighting team progress and challenges.
JOB REQUIREMENTS:
- A minimum of five years’ experience in a front/middle office client support role is essential.
- A strong teamwork ethic and a history of building lasting professional relationships are required.
- An understanding of the Custody sector, particularly regarding funds and investment structures, including securities trading and settlement, is necessary.
- Knowledge of open-ended funds and the role of the Custodian Trustee is advantageous.
- A high degree of risk awareness and a strong orientation towards compliance are expected.
- Effective team management skills, including the ability to motivate and organise a diverse team, are essential for success in this role.
WHAT YOU’LL LOVE:
This role offers an opportunity to take real ownership of a dynamic team, fostering a culture of operational excellence and client satisfaction. You will engage in meaningful projects aimed at improving processes and client interactions while developing your own leadership capabilities in a supportive environment.
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