posted

30+ days ago

Location

Glasgow, Scotland

Description

The Client Services Team Lead has primary responsibility to manage a regional team tasked with resolving client issues, answering questions and executing onboarding requests. A strong sense of ownership and client commitment is required. This position is a client facing and leadership role and requires that he/she establish and manage expectations to a high standard. 

Responsibilities and Duties

  • Manage a regional Client Services team supervising the daily functions 
  • Resolve client issues by determining root causes of problems and executing resolution steps where applicable
  • Own incidents throughout their lifecycle, keeping clients informed until issues are resolved
  • Coordinate internal resources and third parties/vendors for the resolution of incidents
  • Maintain thorough understanding of how the platform is used and configured
  • Execute onboarding requests by configuring the platform to client needs
  • Ensure stated service levels are consistently being met
  • Prepare client incident reports for high severity issues
  • Handle pressure situations with professionalism and confidence




Advantages:

 Financial Services experience

Requirements:

  • Management experience
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • Avid learner with logical mindset
  • Skilled at anticipating and solving problems
  • Solid organizational and multitasking skills
  • 5+ years of client services, implementation or project management experience
  • Bachelor's Degree in appropriate field of study or equivalent work experience
  • Solid understanding of File transformation and data normalization Connectivity protocols including MQ, FTP, FIX
  • Messaging formats such as XML, FIX, JSON, and Proto



Source: Access Fintech