Deliver proactive, client-facing custody service across trades, cash, FX and asset servicing enquiry streams for Global Custody clients.
Lead a high-performing team with strong controls, risk reduction, and continuous improvement in a fast-paced, changing environment.
Job Summary
As a Client Services Manager within the Custody Middle Office Client Facing team, you lead cross-product enquiry support for Global Custody clients across Trades, Cash, Foreign Exchange, and Asset Servicing. You act as the liaison between clients and the bank to remediate issues, manage escalations, and maintain service quality, completeness, and timeliness in line with procedures, controls, and case management standards. You drive risk reduction and continuous improvement through performance management, metrics governance, and process change delivery with global stakeholders.
Job Responsibilities
- Lead day-to-day enquiry management and resolution of escalated client exceptions across trades, cash, FX, and asset servicing, ensuring timely and accurate responses.
- Own case management discipline by maintaining ownership of open enquiries, ensuring updates, and closing cases per best practices and case status policy.
- Manage a team of 10â€15 professionals, providing hands-on leadership, coaching, and development of diverse talent.
- Host client review meetings and drive service improvements and efficiency opportunities, preventing re-opened cases through forward-thinking response quality.
- Publish and review daily/weekly performance metrics, analyze deviations and ageing items, and escalate and follow up to restore expected service levels.
- Oversee group mailboxes and SharePoint queues to ensure responses meet urgency-sensitive timeframes and protect internal/external client satisfaction.
- Identify and implement process/procedural changes driven by client needs, market changes, or business requirements, partnering with stakeholders to closure and control adherence.
Required qualifications, skills and capabilities
- 12+ years financial services experience in Custody or Investment Bank environment within Trade Management, Cash Management, or Asset Services
- Strong executive presence with excellent written and verbal business communication and interpersonal skills
- Proven success in a risk-based environment with a track record of risk reduction and rapid escalation during critical situations
- Strong analytical thinking, multitasking, and time management in a fast-paced environment strong Microsoft Office skills (Excel, Word, PowerPoint)
Preferred qualifications, skills and capabilities
- Experience with voluntary/mandatory Corporate Actions or Income processes
- Experience leading service delivery in a matrix, global organization with boundary-less collaboration
- Proficiency with Tableau for performance reporting and insight generation
- Demonstrated experience learning, documenting, and implementing new processes efficiently in a changing environment
