Lead client-facing custody operations by owning escalations, strengthening controls, and driving measurable service improvements in a fast-paced, risk-focused environment.
As a Client Services Manager within Custody Middle Office, you act as the primary liaison between clients and the Bank to resolve escalations, protect service quality, and retain existing business. You lead a team to deliver timely, accurate inquiry management and drive continuous improvement through disciplined metrics, strong controls, and proactive stakeholder engagement across global partners. You operate with executive presence and risk-based decisioning to escalate critical situations quickly and reduce operational risk.
Job Responsibilities
- Manage day-to-day inquiry handling and resolution of escalated client exceptions in line with documented procedures and controls.
- Ensure end-to-end ownership of open cases, keeping statuses current and closing items within case management best practices and policy.
- Lead a diverse team through hands-on people management, coaching, and talent development in a matrixed global environment.
- Host client review meetings and drive service improvement and efficiency opportunities to strengthen client satisfaction and retention.
- Publish and review daily/weekly performance metrics, investigate deviations from agreed service levels, and escalate ageing items to closure.
- Oversee group email boxes and SharePoint queues to deliver responses within internal/external deadlines and event urgency.
- Identify and implement process and procedural enhancements driven by clients, markets, and business functions while maintaining strong checkpoints and controls.
Required qualifications, skills, and capabilities
- 10+ years of financial services experience within Custody or an Investment Bank environment across trade management, cash management, or asset services
- Strong executive presence, interpersonal effectiveness, and business communication skills (verbal and written)
- Demonstrated strategic and analytical thinking with the ability to operate in a changing environment and implement new processes efficiently
- Proven performance in a risk-based environment with a track record of operational risk reduction, strong time management, and attention to detail
Preferred qualifications, skills, and capabilities
- Experience in corporate actions (voluntary/mandatory) or income-related processing within custody operations
- Strong people management capability with experience building and developing diverse teams
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with Tableau
- Experience managing service performance through operational MI, trend analysis, and continuous improvement delivery
