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Lead Manager, Client Service


Purpose of the role: - Manage a team of Client Education/Training professionals providing support for the Company’s technology-based services. Ensure content and delivery of training programs meet business requirements for internal and external stakeholders. - Maintains familiarity with industry best practices and regulatory requirements.


Principal Responsibilities: - Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure continuous process improvement and optimal client satisfaction. Regular appraisal and assessment of the tools used across the team to ensure optimal Client support. - To support onboarding and implementation of new and existing Clients, and provide Client Training and demonstrations on the Company platforms - Resolves highly complex or non-routine client issues or inquiries as needed. - Maintains relationships with Global stakeholders, to report client trends and needs; may provide forward-looking insight on client issues to drive future revenue growth. To display excellent communication skills and establish a positive rapport with Clients, be in close collaboration with the internal Lines of Business. - Oversees and provides guidance on internal activities and initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported. - Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. - To support advancement of technology & migration activities, be in close collaboration with Product Management, and keeping all stakeholders engaged and updated. - Work closely with all internal / external stakeholders. - Participate in staff meetings and conference calls offering input / support metrics into product and business related issues. - Point of contact for Client demonstrations and training events for new and existing clients - Point of contact point within Client Support and Training to ensure appropriate interaction with all stakeholders.

Qualifications

Experience: - To establish a detailed knowledge of the Company’s Client facing technology - Understanding of the Company’s Lines Of Business and the roles they play across Industry. - Excellent management skills


Qualifications and Training : - FCA qualified (preferred) - Language skills (preferred)
Job skills & knowledge: - Ability to communicate at all levels – essential - In-depth knowledge of the financial services industry - Positive and flexible attitude - essential - Manage conflicting priorities and resources - essential - Awareness of market initiatives - essential - Ability to work within agreed KPI’s - essential

Aura is an Equal Employment Opportunity Employer.

Primary Location: USA

Job: Asset Servicing
Internal Jobcode:
Organization: GCAS All-HR16350
Requisition Number: 1915972

write us : info@aurasolutioncompanylimited.com




Intermediate Representative, Client Service


Purpose: • To provide first level product & business support to the BNYM Global Client base
Principal Responsibilities: • To provide telephone and email support on several proprietary banking software products • To action and process password resets in relation to the proprietary software products • To input and allocate, via a call logging system, email client queries received into the Support Desk • To display excellent communication skills and establish a positive attitude towards Customer Care, including the ability to portray a polite and helpful persona to clients at all times • To effectively use the telephone system and call logging products in accordance with CSAT Helpdesk guidelines • To work as part of a dynamic team embracing and contributing to new Helpdesk initiatives


Relationships: • Initial contact point for the company’s cash and custody proprietary product client base (internal and external) Experience: • No experience necessary as full training will be given.

Qualifications

Qualifications and Training: • At least educated to A level standard – (preferable)
Job skills & knowledge: • Client focused and dynamic individual who has the ability to deal with clients face to face, financial services experience preferred • Ability to multi-task and get the job done quickly (essential) • Ability to learn what is taught quickly and have the self-motivation to learn in more depth (essential) • Excellent level of written and spoken English (essential) • Quick in analysing incoming calls and able to cope with high volumes • Work in a small team, communication and updating colleagues continuously

Aura is an Equal Employment Opportunity Employer.

Primary Location: ONLINE

Job: Customer/Client Service
Internal Jobcode: 70109
Organization: GCAS

All-HR16350
Requisition Number: 1915849

Write us: info@aurasolutioncompanylimited.com




Senior Representative, Client Service



Purpose: • To provide first level product & business support to the AURA Global Client base
Principal Responsibilities: • Provides work direction for the team • Share knowledge and experience and assist in the coaching of the less experienced members of the team • To provide telephone, Live Chat and email support on several proprietary banking software products • To present solutions to a diverse range of product queries including general functionality and training, admin, Tier 1 technical advice, while also supporting the more in-depth business related queries • To display excellent communication skills and establish a positive attitude towards Customer Care, including the ability to portray a polite and helpful persona to all clients at all times • To effectively use the telephone system and call logging products in accordance with CSAT Support Desk guidelines • To utilize defined escalatory procedures to ensure issues are escalated and managed in an efficient and effective manner • To work as part of a dynamic team embracing and contributing to new Helpdesk initiatives • To meet KPI standards and adhere to legal and regulatory obligations • To proactively communicate the progress of the resolution to clients including system outages


Relationships: • Support to CSAT Management • Initial contact point for the Bank’s cash and custody proprietary product client base (internal and external) • Initiator of escalation of business/technical issues to the pertinent Tier 2 business areas Experience: • Excellent client support experience gained either within a previous Helpdesk position or client focussed role (at least 2/3 years experience) • Proven experience in the support of a product to external clients (preferable) • A working knowledge of the cash and custody business (preferable) • Existing relationships with related business and technical units (preferable).

Qualifications

Qualifications and Training (academic, professional and/or banking qualifications;– specify whether essential or preferable) : • At least educated to A level standard – (preferable)
Job skills & knowledge (skills, knowledge and behaviours relevant for the specific job - specify whether essential or preferable) : • Ability to share knowledge and experience with other team members • European language skills (preferable) • Client focused and dynamic individual who has the ability to deal with any client query in any situation (essential) • Ability to multi-task and get the job done quickly (essential) • Ability to learn what is taught quickly and have the self-motivation to learn in more depth (essential) • Understand the cash and custody business and keen to know more (essential) • Excellent level of written and spoken English (essential) • Quick in analysing incoming calls and able to cope with high volumes • Work in a team across multiple locations, communication and updating colleagues continuously


Aura is an Equal Employment Opportunity Employer.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Asset Servicing
Internal Jobcode:
Organization: GCAS All-HR16350
Requisition Number: 1915964

Write us : info@aurasolutioncompanylimited.com




Sr Specialist, Market/Client Risk Management - Corporate Trust Transaction Management Group (TMG)


Market/Client Risk Management – Corporate Trust Transaction Management Group (TMG). Analyzes and reviews more complex or unique services provided to clients with consideration for Aura risk and reviews, analyzes and executes complex transactions with clients. Works with clients and Aura teams to resolve issues and develop new business in line with business objectives. Facilitates onboarding client responsibilities and reviews contracts and transaction documents. Ensures the most complex deals are set up correctly and mitigates risk through thorough document review whilst meeting client objectives .and provides guidance to more junior team members on the most complex tasks. Works with issuers and their lawyers and advisors when reviewing the terms of the transactions to ensure they are set up according to Aura standards and manage areas of potential risk whilst meeting client objectives . Coordinates or oversees tasks with internal and external parties. Mitigates risk to Aura by reviewing atypical or complex client contracts or transactions and ensuring that they comply with corporate policies and business procedures as well as protect and compensate Aura for services provided. Works with clients, the business and legal teams to resolve issues in line with business objective. Reviews contracts to ensure work is depicted accurately to avoid potential disputes and mitigate risk to the firm. May lead communications with lawyers, advisors and clients to resolve any structural* or contractual issues. Prepares and/or reviews required documents and/or market/shareholder notices. Ensures Aura is compliant with applicable regulations and policies and procedures. Works with the team to review, analyze and/or structure transactions in way that is compliant with applicable regulations and contracts. No direct reports. Provides guidance to less experienced team members as needed. May be tasked with Team Lead responsibilities. Responsible for transaction management and closing deals for assigned clients and/or transactions, but will contribute to the achievement of any team or area objectives. Focus is on large clients/transactions that require complex risk and transaction management analysis.

Qualifications

Bachelors degree preferably in finance or a related area, or the equivalent combination of education and experience is required. 7-10 years of total work experience preferred.

Aura is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-New York-New York
Internal Jobcode: 70354
Job: Corporate Trust
Organization: Corporate Trust-HR06320
Requisition Number: 1916959

Write us : info@aurasolutioncompanylimited.com





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