Service Management will act as the face and voice of the client internally within the Operations Department, whilst also being the voice of Operations to the Front Office.
RESPONSIBILITIES
- Accept, manage and facilitate resolution of Operations Service Management issues raised by Key Stakeholders.
- Co-ordinate the resolution of service issues where it requires multiple teams input and then drive continuous improvements in Service off the back of these cases.
- Provide updates and alerts to stakeholders on known issues, planned service changes or other Service Management changes.
- Provide insight and identify training opportunities to Front Line and other teams to improve the engagement with operations.
- Collaboratively work alongside the Operations Risk Event Team to identify/support root cause analysis and remediation of issues, incidents and escalation.
- Engage with IT and Front Office Servicing Teams, where necessary, to support the resolution of service issues (single help desk concept, using a single tool to track).
- Support the service owners with their establishment of Service Management standards within Operations, driving forward best practice.
- Creating communications to the relevant departments and key stakeholders for business updates, enhancements and service related issues.
Person Specification
- Previous experience of operational processes in wealth manager or private client asset management.
- Strong relationship management and stakeholder management skills.
- Able to challenge current processes within the operations area and provide solutions and efficiencies.
- Effective at problem solving, able to define a problem, conduct effective root cause analysis and define steps required to meet target state.
- Experience in contributing or holding client service review meetings, along with a working knowledge and drive to establish the best practices for Service Management.
- Strong communication skills (written, verbal, oral, informal, formal), including the ability to be influential and persuasive with key stakeholders.
- Team player willing to respond to varied requests.
- Accuracy and attention to detail.
- Ability to work unsupervised at times