E-Client Services Analyst

London, United Kingdom
26 Jan 2023
03 Feb 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Description of the Business Line or Department

The Client Lifecycle and digital('CLD') department is the cross-business client management division of Global Banking and Investor Solutions ('GBIS'). As part of the GBIS COO Service Unit, the GBS Cross Border Client Management Group is globally in charge of the client experience across the GBIS activities (except PRIV). The department is particularly in charge of:
  • CXS - Client Relationship Management for Premium Clients
  • AFM and CFA - Coordinates the onboarding process and facilitates document collection.
  • KYC - KYC due diligence for both on-boarding and periodic reviews
  • RRF - Management of client reference & regulatory data
  • DCI - E-client services
  • CLT - Project management

Summary of the key purposes of the role

SGCIB offers a variety of products (FX Spot & Derivatives, Fixed Income and Structured Products) to our clients for electronic execution and through different platforms. SGCIB works with vendors, recognized for their multi-bank systems and client footprints. SGCIB also promotes and supports our Single Dealer Platform. As part of GBSU/CLD/DCI department, the E-client services team is responsible for onboarding clients to our electronic offer and making sure that the client experience is smooth and efficient. The team also acts as first point of contact for clients using our electronic execution capabilities and is responsible for troubleshooting and coordinating the quick resolution of issues that might arise during the electronic relationship with the client. This responsibility also extends to providing accurate feedback and visibility to our clients and front office partners. In addition, the E-client services team works closely with the Sales to assist them in developing our electronic client footprint in the EMEA region. Our focus and commitment to our clients are key to our success.

Summary of responsibilities
  • Day to day
    • Administration: Onboard clients on eTrading platforms (Fxall, Bloomberg, Tradeweb, 360T, MarketAxess, EBSDirect, etc.) - mapping, reconciliation etc. Main products covered: Fixed Income - IRS, Cash Bonds, Credit & FX - Spot, Forward, Swap, NDF, Options, Algos
    • Act as control for new client onboardings - ensure all approvals are in place (Trading, Regulatory, KYC, Limits) and clients are eligible to access our e-pricing offer
    • Maintenance of existing client base and updating trading setups when necessary
    • Act as primary point of contact for e-trading queries for internal users and for external SG clients
    • Administrate Give Up agreements and liaise with downstream actors in Agency / Clearing chains for operational settings
    • Work closely with Front Office in improving security, efficiency and clients' satisfaction in our internal processes
    • Troubleshoot client queries related to electronic platforms executions - trades issues, client connectivity, limits, rejections, etc.
    • Liaising with vendors on issues/queries related to their platforms
    • Internal communication and interaction on all topics with relevant stakeholders - FO Sales, FO Trading teams, Compliance, KYC, BFO MO, Risk, Technology, Middle/Back Office
    • Ensure follow the sun model - global hotline and global mailboxes
    • Assist and participate in new initiatives related to the development of the electronic offer
    • Production of KPI/MIS and capacity statistics for Line Manager
    • Writing procedures on processes, continuous improvement, initiatives etc. to be validated by line Manager. Ensure all procedures are kept up-to-date with changes in process and regulations
  • Participation in projects / changes
    • Contribution to Onboarding related projects: regulatory, process streamlining, new tools implementation

Proposals of process improvements

  • Prior experience in Onboarding / eClient Services or related processes in a broker or investment bank environment - good knowledge of at least one of the following is necessary: product and service offering, customer base, regulatory environment
  • Excellent attention to details and multi-task skill - being able to handle and prioritize between different topics is crucial
  • High level of energy and reactivity required for handling day to day issues efficiently. Ability to act with urgency
  • Comfortable in working in a fast-paced environment and able to react quickly to incidents and urgent matters
  • Ability to build and cultivate good working relationships with Business Lines and Support Areas
  • Effective problem-solver: ability to listen to client and stakeholder requirements, anticipate, eliminate, mitigate, escalate issues as appropriate
  • Excellent communication skills: ability to communicate clearly and effectively to clients and business partners, ability to present clear and concise solutions
  • Confident, driven, with an ability to work independently
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