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About the Role
The Client Service Manager for Direct Custody and Clearing, Securities Services is accountable for delivering a consistent, high-quality client experience. This role partners closely with clients, relationship managers, operations, product, technology, risk, and regulatory teams to resolve issues, improve service quality, and support business growth.
Responsibilities
- Own the client service model and ensure delivery against agreed service-level agreements, key performance indicators, and contractual commitments.
- Build trusted relationships with institutional clients, asset managers, asset owners, banks, broker-dealers, and other market participants.
- Lead client governance forums, service reviews, and continuous-improvement discussions.
- Ensure client feedback is captured, analyzed, and converted into measurable service enhancements.
- Promote a consistent, client-focused experience across markets, products, and service teams.
- Maintain strong operational risk, control, and governance standards across client service activities.
- Ensure issues, incidents, complaints, and breaches are recorded, investigated, remediated, and escalated appropriately.
- Partner with Risk, Compliance, Legal, and Operations to meet regulatory and policy requirements.
- Oversee business continuity, resilience, and crisis-management arrangements relevant to client servicing.
- Promote a strong control environment without losing sight of the client outcome.
- Support client retention, wallet growth, and new-business activity through differentiated service delivery.
- Contribute to client pitches, due diligence questionnaires, tenders, and solution discussions.
- Partner with Sales, Relationship Management, and Product to identify client needs and market opportunities.
- Support the launch and adoption of new products, platforms, and market capabilities.
- Lead or participate in initiatives that simplify processes, improve transparency, and reduce avoidable manual work.
- Use service data, client feedback, and operational analytics to identify improvement opportunities.
- Support adoption of digital channels, workflow tools, automation, and reporting capabilities.
- Ensure change programs are implemented effectively, with appropriate client and operational readiness.
- Balance speed of delivery with sustainable controls and long-term service resilience.
Requirements
- Client-facing experience in securities services, custody, asset servicing, post-trade, or a related financial-services environment.
- Understanding of the securities-services lifecycle, including trade settlement, custody, corporate actions, income processing, reconciliations, cash management, and client reporting or related discipline.
- Demonstrated success managing institutional-client relationships and high-impact escalations.
- Strong understanding of operational risk, controls, regulatory expectations, and service governance.
- Experience delivering technology, process-improvement, or operating-model change.
- Commercial awareness and the ability to connect service quality with business outcomes.
Skills
- Excellent communication, influencing, and stakeholder-management skills.
- Strong client advocacy and problem-solving ability.
- Ability to operate effectively across countries, cultures, and organisational boundaries.
- Data-led approach to performance management and continuous improvement.
- Ability to simplify complex issues and communicate decisions clearly.
- Resilience and composure when managing incidents or competing priorities.
- Commitment to responsible decision-making, strong controls, and ethical conduct.