Client Services Assistant Manager

Euroclear Bank

Euroclear Bank, the leading International Central Securities Depository (ICSD), is clients' gateway to counterparties worldwide for post-trade services, covering more than 1 million securities.

Euroclear Bank is the premier provider of settlement and related securities services for cross-border transactions involving domestic and international bonds, equities, derivatives, and investment funds.

We offer clients a single access point to post-trade services covering domestic securities from over 40 markets.

Client Services Assistant Manager

The Client Services team is responsible for handling client inquiries through various channels, such as phone, email, and instant messaging. They assist both local and international clients with any questions about Euroclear Bank's services.

Our 'Best of Class' behaviour is to provide quick, strong and efficient assistance to clients. The Client Services team encompasses a variety of responsibilities, ranging from client-related activity to providing structural input to Operations.

Your Role

As a member of the Client Services team, you will act as an interface between the clients' operations and Euroclear's own operations.

In this role, you will provide excellent service to clients, considering procedures and constraints. You will deliver valuable insights to clients and provide feedback on tactical and structural intelligence to our operations.

Specific responsibilities:

• - Handle Client inquiries received by phone, email and instant messaging channel.

• - Liaise with numerous internal departments to help you answer client queries in an effective and timely manner.

• - Preserve BAU to support our clients in case of contingency situations.

• - Actively contribute to the team effort in achieving important metrics collectively.

• - Actively contribute to improvements to the processes to ensure an excellent service to clients.

• - Build strong working partnerships with numerous internal Stakeholders across divisions. 

• - Ensure workload remains balanced so as not to jeopardize quality through quantity.

• - Ensure client constraints are appropriately communicated to Operations and follow up on related initiatives.

• - Foster a culture of risk management and continuous improvement within our day-to-day Client Services and Operations processes.

• - Participate in company client events (including but not limited to client training and client meetings) to build relationships with clients.

Your Profile

We are looking for candidates who possess the following attributes:

• - Capable of dealing with clients' questions related to securities settlement, custody operations with a proactive approach to analyze exceptions.

• - Outstanding client service skills within financial markets and a strong awareness of risks.

• - Ensure follow-up of cases and investigations under your responsibility.

• - Able to analyze an issue taking all elements into account and provide constructive feedback.

• - Be assertive to negotiate with external parties to defend clients’ interests.

• - Ability to multitask effectively, prioritize tasks, and deal with short timelines.

• - Open to challenges and able to produce accurate and detailed work.

• - Be positive, able to perform under stress, a great teammate, showing flexibility when necessary.

• - Prior client service experience in custody or securities services is an advantage.

• - Excellent command of the languages of English (written and verbal).

• - Excellent communication and persuasion skills.

• - Any other Asian languages will be a plus.

What we offer: 

• - An excellent opportunity to practice and develop your talents in a highly professional international environment.  

• - Working closely with inspiring, supportive and engaged colleagues from 80+ different countries, interacting with many stakeholders at all levels across the organization. 

• - A learning and development focused environment with an emphasis on knowledge sharing, training, and reskilling. 

• - We’re agile, we’re growing and so will you!" 

"Great Place to Work for All 

We believe that our people are our strength. The diverse talents that our employees bring to the table, are directly linked to our global success. We are committed to creating an inclusive culture that celebrates diversity, and strive to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of their race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, pregnancy, neurodiversity, disability, or any other aspect that makes them unique. If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process." 

Great Place to Work for All
We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ...). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.
Ways of working
Find your own optimal balance within our hybrid working model, where you can connect at the office 8 days a month and also benefit from remote working. Our values guide how we work together and shape our future: Our mission and values - Euroclear The Commercial Division is responsible for new business generation, business growth and client loyalty & retention, through sales, relationship and account management and direct client support.