Client Services Manager

  • Negotiable
  • London, England, Großbritannien London England GB
  • Festanstellung, Vollzeit
  • GFI Group
  • 18 Sep 18 2018-09-18

**No Agencies Please***

Main purpose of the role:

Single point of contact for specific key customers of BGC International and its associated trading entities, for all trading products, across all disciplines, captured via various billing systems and manually maintained databases. The products covered include, but are not limited to: Fixed Income, Bonds, Repos, Credit Derivatives, Interest rate Derivatives, Swaps, Options, Foreign Exchange, Equities and Futures.

Key Responsibilities:

  • Process and respond to client queries about specific trades captured on bills within a reasonable timeframe under advice to the client
  • Process and monitor trade amendments on behalf of clients and/or front/middle office in a timely manner
  • Ensure that periodic bills created on a monthly basis are correct and dispatched to clients within the expected timeframe
  • Provide clients with additional information (e.g. bills in a spreadsheet form) and/or on-demand bills to facilitate the reconciliation and payment of bills in a timely manner
  • Liaise with clients to identify and resolve any issues preventing timely payment of outstanding brokerage
  • Provide correct breakdowns to the allocations team to facilitate the payment of outstanding trades
  • Manage outstanding client debts (including frequent collection calls) within the expectations of senior management
  • Manage and update centralised documentation containing specific customer service level/invoicing related agreements. This includes documentation of client visits, conference call minutes and/or phone logs
  • Produce any reports as required to support client visits by senior management and/or front office contacts
  • Develop and maintain a 'secondary level' relationship with customers of BGC International
  • Advise any customer related static data changes to the static data team as applicable
  • Ensure adherence to internal policies and procedures and especially within the non-payment escalation procedures on a day-to-day basis
  • Central review of trade query/amendment logs for all products. This includes additional monitoring and control of all trade amendments made in middle office systems
  • Immediate escalation of issues impacting the relationship between the client and the company to senior managements
  • Participation in client visits to enhance the relationship between the client and the company
  • User representative for the billing systems (i.e. participation in any testing of new functionalities impacting customers and/or billing; communication and feedback about processing improvements or technical enhancements to senior management and system project managers
  • To be alert to Conduct Risk issues, specifically the risk of harm to client interests, market integrity and/or competition in financial markets due to inappropriate practices or behaviours across the firm