Senior Customer Service Representative

2 weeks ago

Limerick, Limerick, Ireland Pontoon Solutions Full time

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Principle Recruiter - Pontoon Solutions -Investment Banking UK & IRE

Senior Client Service

Custody Client Services

Limerick

12 Months

One of our large clients has a fantastic opportunity within - Custody Client Service team

Responsible for 650+ clients and investment managers. The department has a high level of interaction with internal teams to source information which enables the team to provide Prompt Quality Responses for all client queries.

Based in Limerick, the successful candidate will be responsible for maintaining and developing client relationships internally & externally. The role entails developing and mentoring team members to understand the products and services that we support to ensure that we provide a superior level of service to our extensive client base. The successful candidate will assist with leading a developing team while at the same time ensure we exceed our client expectations for all custody queries.

As the team evolves this is an excellent opportunity for an experienced team leader to join a department who are committed to providing excellent client service to our network of clients

RESPONSIBILITIES

  • Oversight of a team of client service representatives that are responsible for day to day servicing of our clients.
  • Point of consultation for clients.
  • Initiates frequent, proactive communication.
  • Leads / Conducts Service Reviews.
  • Develop and maintain effective relationships with critical business partners, internal clients & relevant third parties, e.g. trustees, external advisors, consultants, etc.
  • Track service & delivery results against project plans and SLD (Service Level Delivery),
  • Adherence to risk and control policies that are set forth by Northern Trust and regulated bodies
  • Monitor service & delivery through client reviews, internal / external surveys, specific client feedback, consultant feedback etc.
  • Provide appropriate escalation of service & delivery and other relevant issues / opportunities to the Client Service Manager.
  • Promote the highest standards of integrity, accountability & client service across GFS EMEA and the global GFS business.
  • Create and foster an inclusive environment where team members interact with trust, respect and a shared sense of purpose and collective impact
  • Set clear goals, expectations and provide regular updates to the team that objectives are being achieved.
  • Support and guide partners development through daily coaching and training opportunities
  • Complete all daily tasks that are expected from a Team Leader to ensure that we are compliant with NT policies.

Skills/ Experience

  • Experience within Fund Services (preferably Custody)
  • Previous leaderships skills
  • Technical knowledge of the securities industry, its products and instruments.
  • Excellent interpersonal skills including ability to persuade and influence change / best practice.
  • Ability to communicate with partners and clients at all levels.
  • Ability to foster an inclusive environment within team.
  • Ability to learn and share knowledge on client strategy, infrastructure, products,
  • Organisational skills with the ability to multitask and prioritise when needed.
  • Proven ability to drive service delivery, efficiency, effectiveness and productivity.
  • Ability to identify and implement areas of improvement that will have a lasting effect on the department.
  • Team player who understands what it is to be a leader in a developing department
  • Affinity for building a team and coaching partners.

Please apply with your most resent CV

Seniority level
  • Seniority levelAssociate
Employment type
  • Employment typeContract
Job function
  • Job functionCustomer Service

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