Eden Recruitment is working closely with a major online financial transaction /processing company which is gearing up for growth in 2012.
To facilitate this expansion our client wish to recruit a Compliance Analyst / Business Analysts into their Dublin based team. The Compliance Analyst / Business Analyst will work with the existing business team to define the requirements of new business streams coming online throughout 2012 to design new processes to support these new business channels.
Manages the teams Client Support activities, including:
o Provides critical support for all day-to-day operational queries raised by Clients
o Point of contact for servicing our clients and interacting with the market and other stakeholder
o Ensure exceptional client experience in the team
o Understand client expectations and satisfaction levels and share them with operations Teams
o Understanding of complex and unique processing
o Attendance at market forums
o Participation in virtual client teams, representing Client Support
o Direct liaison with Oversight and Purple functions
o Management of themetrics for the Client Support Activity and is involved in the review of Purple layers activity metrics.
o Influence process improvement
o Implementation and regular review of SLA in place with Purple layers Teams
Assists with the development and implementation of a global and standard approach for the relevant Client Support function
Implements local best practice recommendations from Client Support teams
Shares experience and knowledge across Client Support teams
Maintains awareness of market, competitive, regulatory and legislative developments to fully capitalise on opportunities to extend client base
Tracks team metrics
Regularly appraises team members in line with the performance management approach
Act as an escalation point for client issues
Client Services Manager responsible for preparing service documentation and managing the client change process as support for the Account and Relationship Management teams.
Responsibilities
At the request of the Client Manager, manages and owns the complete client portfolio of change, including:
o Works with clients to understand through constructive discussions, their change requirements and document the high level scope, engaging where appropriate the resources and methodologies of the Client Solutions Client Design team.
o Management of client change request logs and associated tracking, reviewing them with clients on a regular basis
o Management of the status of client projects with OCEPs, operations etc resulting from change requests
o Creation and updating of client profiles, operating memorandums and SLAs
o In partnership with the client, complete account opening forms
Analyses all client issues and activities to determine systemic issues across clients, determine remedial actions plans
Monitors service against SLAs/KPIs for clients
Collates, prepares and distributes KPI performance figures to Account Managers
Prepares core documentation for client Service Level Review meetings and attends meetings where requested by Account Managers
Liaises with internal business units to coordinate resolution of systemic client issues
Attends meetings with clients and other 3rd parties as requested
Prepares statistics, ad-hoc reports, account or client information at the request of Account Managers, client or client auditors (e.g. financial statements and cash flow analysis)
Prepares and issues Board reports
Verifies client authorities (e.g. signatures and authorities to instruct over an account)
Reviews outstanding unresolved or unassigned queries daily ensuring they are responded to within the agreed SLA deadlines for the query type
Reviews, maintains and analyses issues recorded in client tools (CMS/QTS), in order to recommend future enhancements to operations processes/clients service
Analyses client issues and activities to determine themes across clients in order to recommend action plans to ensure resolution and service improvements
Ensure that all automated and manual transactions are processed daily and accurately as per the relevant deadlines.
Investigate and repair failed swift / FTP trades from automated trade process.
Support the Supervisor of team and the allocation of tasks with the team manager.
Process all transactions received on a daily basis and ensure the appropriate attention to detail is given to all trades to ensure any complex trades are processed accurately and completely.
Investigate and repair failed transactions from automated processes.
Ensure that unique processes, in place for certain clients, are adhered to at all times.
Ensure tasks are completed in a timely and accurate manner against the Prospectus and agreed Service Level Agreements of the Funds.
Update funds or clients procedures as required.
Ensure that automation is utilised as much as possible for all funds administered in Ireland, Where it is not utilised ensure the reason is documented and any actions or developments required to achieve the automation are completed.
Provide resolution to internal and external transaction processing queries where appropriate.
Liaise with both internal and external clients when applicable to build a good client relationship
Liaise with other TA teams to ensure quick resolution to queries and efficient servicing model is in place.
Liaise with the Business Process team on procedures and specific projects to ensure any appropriate transaction processing developments are completed.
To manage a client portfolio in order to maintain existing,and generate new income.
To manage costs within plan and keep losses to a minimum.
Planning and client monitoring/contact as part of the Global Banking client planning process.
To maintain close liaison with key stakeholders so as to provide input to the strategic direction of the business, the functionality and launch of new products and services.
Working with key stakeholders including, but not limited to Global Banking, Product Development, Client Implementation and Client Management to ensure a positive client experience.
To retain and grow existing customer portfolios to maintain and increase income.
To motivate colleagues within the Ireland Team and manage performance.
Provides support to the Service Management team members in investigating and resolving routine non operational issues
o Manages and owns the complete client portfolio of change, including:Works with clients to understand through constructive discussions, their change requirements and document the high level scope, engaging where appropriate the resources and methodologies of the Client Solutions Client Design team.
o Management of client change request logs and associated tracking, reviewing them with clients on a regular basis
o Management of the status of client projects with OCEPs, operations etc resulting from change requests
o Creation and updating of client profiles, operating memorandums and SLAs
o In partnership with the client, complete account opening forms
Analyses all client issues and activities to determine systemic issues across clients, determine remedial actions plans
Monitors service against SLAs/KPIs for clients
Collates, prepares and distributes KPI performance figures to Account Managers
Prepares core documentation for client Service Level Review meetings and attends meetings where requested by Account Managers
Liaises with internal business units to coordinate resolution of systemic client issues
Attends meetings with clients and other 3rd parties as requested
Prepares statistics, ad-hoc reports, account or client information at the request of Account Managers, client or client auditors (e.g. financial statements and cash flow analysis)
Prepares and issues Board reports
Verifies client authorities (e.g. signatures and authorities to instruct over an account)
Reviews outstanding unresolved or unassigned queries daily ensuring they are responded to within the agreed SLA deadlines for the query type
Reviews, maintains and analyses issues recorded in client tools (CMS/QTS), in order to recommend future enhancements to operations processes/clients service
Analyses client issues and activities to determine themes across clients in order to recommend action plans to ensure resolution and service improvements
Key Skills: FIX Protocol, UNIX and SQL (Ideally with scripting experience)
Eden Recruitment is working closely with a leading Financial Services company which is growing from strength to strength within the Electronic Trading, Pre and Post Trade Analytics market place.
Currently they are looking to recruit a FIX Support Analyst into their London team. Applicants MUST have a thorough understanding of the Financial Information Exchange Protocol (FIX messaging) for the electronic communication of trade related messages (minimum 1-2 yrs practical experience).
A leading insurer are currently seeking to recruit a Customer Service Sales agent for their team. This is a permanent role and will be based in Galway city centre.
Experienced Analysts are required for a temporary role with a leading Irish energy business based in Dublin City Centre. Candidates are required to have 1.5 to 2 years experience within an Analytical, Numerical or Statistical based role. Candidates must be proficient using Visual Basic, Excel & Access.
OPERATIONS
Ensure shareholder accounts are opened accurately and timely, as per procedures,
Quality checking of the work and communication of more junior team members
Collect and review shareholder documentation received, including application forms and anti-money laundering documentation.
Ensure documentation is received in good order to facilitate the accurate and timely set-up, including investors/distributors payment instructions on the systems.
Generate standard and ad-hoc reports as requested.
Ensure the BAU (business as usual) procedure is followed when dealing with investors and Clients around the follow-up of incomplete documentation.
Liaise with other TA units to ensure a timely resolution to queries /requests
Escalation of issues
Ensure procedures and checklists are updated and adhered to.
Maintain a central source for reference material
Implement processes for team efficiencies.
Participate in any projects assigned by Supervisor or Manager, including the Shareholder Documentation Project, provision of information for SAS70, Internal Audit, etc.
Actively participate in team workshops and weekly meetings, including cross-departmental meetings and workshops.
