Client Services Team Lead

Hunt Group – a mix of recruitment (executive search and head hunting) and outsourcing activities in industries such as IT, oil&gas, banking, finance and automotive.

- Excellent level of spoken and written English
- 3-4 years experience on a helpdesk or similar client-facing role
- Strong leadership skills including:
->The ability to act as key escalation point and lead a group in service delivery
->Motivational leader who has the ability to resolve conflict
->Leadership of diverse cross location teams
->Coaching individuals and development to talent within the support group
- Strong organisation and planning skills
- A skilled negotiator with an ability to influence and ensure conclusive resolutions
- Able to build and maintain strong relationships both internally and with clients
- Service-oriented approach, good customer-facing telephone/email capabilities
- Confirmed Project Management Experience either KANBAN or Prince 2
- Good knowledge of SQL (specific SQL Server experience is best) Financial messaging (SWIFT FIN, FIX) and financial post-trade service providers (Omgeo, SWIFT Accord)
- Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations
- Regulation, MiFIR / EMIR

- Managing the Client Service function (Client Services & Professional Services) and report into the local services manager and local/remote Head of Client Services
- Support the Professional Services deliveries
- Management of customer queries
- Support established KPI’s & KRI’s
- Act as a primary client escalation for project and support related matters
- Collaborate closely with additional teams both in the UK and Bucharest as and where required including:
->Professional service
->Solutions
->Technical Product Management
->Corporate IT
->Compliance
- Ensure the Help Desk service is delivered in accordance with the service level agreements
- Ensure that the effective monitoring is in place across supported services
- Handle line reports and be responsible for
- Setting of objectives and monitoring progress against these objectives
- Monthly one to one meetings and associated report generation
- Personnel initiatives and issues

Benefits:
- Pillar 3 Supplemental Pension
- 25 days’ holiday a year
- Private medical insurance
- Group life insurance policy
- Meal vouchers
- Share Purchase Plan
- Volunteering Days
- Bookster