Responsibilities
- Control and manage client’s instructions in relation to Corporate Actions events within the established SLA/service level delivery (SLD)
- Process and/or forward late instructions to relevant teams via the appropriate channels, keeping track of them until duly processed. Reach out to and communicate with relevant teams when necessary in order to gather/clarify information about how to instruct and overcome any issue affecting the instruction process
- Resolve all incoming queries (as soon as possible) providing initial acknowledgment in line with clients’/branches’ SLA and issue quality responses based on established criteria. Provide accurate and detailed information to clients in relation to Corporate Action events, ensuring support in case of complex operations
- Log all queries and client service requests in the correct tools to allow statistical analysis of activity
- Maintain client details’ updated in all necessary tools and contact list databases
- Prepare due diligence visit (DDV) presentations and participate in client calls/visits
- Guarantee that all procedures assigned are updated on an ongoing basis, taking into account market, service and product changes and/or potential risk factors
- Develop a good level of knowledge of markets, financial instruments and market changes by regular use of various information sources (Market Updates, Client Updates, market announcements, etc…)
- Be active in the continuous improvement of the team's processes, proposing and defining projects for improving service; participate in User Acceptance Testing in order to contribute to system upgrades and its development and formalise evolutions detected with clients (organization, activity…) and advise supervision and management.
Skills
- Bachelor's (3-5 years) in Economics, Finance and Accounting
- Ability to collaborate/Teamwork
- Attention to detail/rigor
- Client focused
- Communication skills - oral & written
- Proactivity
- Organisational skills
- English (Fluent)