UnaVista is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services).
The Client Service Team Lead is a client facing role within Operations reporting to the local services manager. The role will be responsible for the management and delivery of both the Help Desk and Professional Service functions to all UnaVista clients. The role will focus on ensuring both project deliverables, agreed service level agreements and key performance indicators are met, as well as ensuring a high level of client satisfaction.
Key Responsibilities of the role will include but are not limited to:
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;
Liaise with additional UnaVista 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 UnaVista service level agreements;
Ensure that the effective monitoring is in place across supported services;
Mange 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.
Has the sustained drive and energy to deliver support service to time and quality;
Willingly puts in the effort to ensure activities completed on time and to the quality required;
Committed to taking ownership of tasks and follow up on items for resolution, while demonstrating a positive attitude.
Puts project management methodologies in place e.g. schedules of work, progress reports etc.;
Deals with conflict successfully;
Seeks information/inputs from colleagues/clients.
Open to and willingly adopts new processes / approaches / ways of working.
Oral and written communications are tailored to their audience’s needs;
Pro-active and demonstrates initiative;
Prioritises activities according to business and operational need;
Analysis and problem solving;
Analyses issues to identify the most appropriate solutions; and
Utilises all available resources and toolsets to investigate and resolve problems.
Candidate Profile / Key Skills:
Excellent level of spoken and written English;
Strong Project Management Experience either KANBAN or Prince 2;
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 and lead diverse cross location teams;
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;
Advanced 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.
We are looking for intellectually curious people, interested in the bigger picture of how the technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are a forward thinker and problem solver, this is the place to be as we will be supporting you to fast forward your career.
We maximise each employee’s potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as:
Pillar 3 Supplemental Pension
25 days’ holiday a year
Private medical insurance
Group life insurance policy
Share Purchase Plan
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.