Client Services Analyst

Job category: Banking, Finance, Insurance. Stockbroking
Contract: Permanent
Remuneration: Market Related
EE position: Yes
About our companyThe JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.
IntroductionAt the JSE, you will interact and engage with leaders and individuals recognised as experts in their fields. Be part of creating and developing new products and work on various exciting and challenging projects. We will provide you with the necessary tools, support and development to help you reach your full potential. The JSE is very much a learning organisation, so we also encourage learning through training programmes, mentoring, sponsored education and paid membership of professional associations.
Job Purpose To provide technical advice and support on certain allocated aspects of the JSE systems. Apply business knowledge to JSE clients on all aspects of the post trade services business operations and system functions for a specifically identified market in the stock broking environment OR the trading functions and trading infrastructure for a specifically identified market in the stock broking environment.
Results Delivery Contribute to crafting of the Client Support departmental business plan to ensure delivery of focus areas for the year in support of the Trading and Market Services divisional annual strategy.Contribute to the overall JSE revenue and business objectives by providing quality and professional services to stakeholders within adherence to the agreed outputs and timelines.Ensure delivery of outputs that will contribute to the overall success of the JSE through meeting business requirements, following best practices and ensuring that outputs are in adherence to the industry standards and procedures.Ensure that all results are delivered cost effectively through continuous obligation to review processes and determine the most efficient and cost-effective procedures; escalate suggestions and provide input to be evaluated for implementation.Provide quality assured deliverables in accordance with divisional and JSE standards which will enable on time delivery of divisional outputs and timeous client billing in support of reaching the divisional revenue targets.Craft annual planning of own deliverables as per project plan, calendar entries and performance agreement to enable progress to plan tracking on a continual basis and effective time management to ensure timeous delivery of outputs whilst remaining up to date with the business-as-usual 24/7 support as expected.Stakeholder Relationship Management Ensure delivery of all agreed internal/external client service and satisfaction objectives by tracking progress against the project plan as well as the agreed deliverables as outlined per stakeholders expectations.Gauge stakeholder satisfaction through internal 360 feedback reports, regular meetings and ad-hoc feedback which will include any positive or negative feedback received from the stakeholders regarding the professionalism and timeous nature of interaction.Apply an in-depth knowledge of JSE systems, processes, and procedures that will result in being able to compile information and in collaboration with manager analyse issues and resolve complex matters in support of stakeholder management and in continuation of operational business requirements.Process Management Manage own delivery against agreed delivery plan and set timelines, identify obstacles to delivery and take appropriate action where required.Review and track progress against agreed deliverables and planned activities through ongoing status meetings with line manager in order ensure timeous and quality outputs.Remain current on certain aspects of the post trade services business operations and systems functions for a specifically identified market in the stock broking environment OR trading functions and trading infrastructure for a specifically identified market in the stock broking environment, through continuous learning and researching in order to ensure expert knowledge of specific areas at all times.Manage day to day activities through tracking against own planning and prioritise tasks and requirements according to important versus urgent criteria to ensure most effective time management and that work is completed effectively.Provide specialist input on systems through identifying potential systems improvements, bugs to be corrected and project related process improvements and obtain clearance from senior for change request in order to activate the change control process which will contribute to enhancement of the JSE, client systems and customer experience.Transfer knowledge and skills across the team through on-the-job training on a continual basis in order to address key man dependencies and to ensure business continuity as well as overall optimal stakeholder support.Ensure efficiency and productivity improvements by analysing internal processes and quality, including business processes and determine consolidation and streamlining opportunities.Develop and enhance monitoring and control systems through continuous review thereof and make suggestions to ensure that the most efficient and cost-effective processes and procedures are implemented and applied.Mitigate risk of financial claims against the JSE by providing verified and correct knowledge and information to always paying JSE clients.Provide constant updates to stakeholders regarding developments and progression in the event of complex solutions in order to manage their expectations within a specific timeframe.Alert line manager and/or relevant stakeholders of any change in scope or work effort that could result in the potential risk of not meeting objectives on delivery date and take corrective action accordingly.Attend daily focus meetings with manager and team for status updates to track progress against plan as well as to discuss issues and upcoming events in continuation of best practice and business operations.Perform daily operational system health checks and escalate issues through pro-active monitoring of the client connectivity to the JSE trading systems which will ensure connectivity and enable clients to trade on the market.Attend to day-to-day identified problems through thorough analyses of the situations and risks involved and liaise with line manager in order to ensure that the solutions are in line with the divisional strategic objectives and in adherence to the JSE standards and procedures.Make decisions about best practice through comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions, taking action that is consistent with available facts, constraints, and probable consequences, liaising with manager and relevant stakeholders as and when required.Attend to ad-hoc duties and responsibilities as assigned by line manager in continuation of business and increased productivity.Self-Management Improve personal capability and professional growth in line with JSE objectives by discussing development needs and proposed solutions with management.Be an effective team member encouraging teamwork and freely sharing knowledge.Visibly live the JSE values contributing to the achievement of divisional objectives.Manage self in terms of development, delivery, and act as a self-starter.Transformation and Innovation Management Identify, share and implement value adding improvement/innovative ideas and solutions contributing to divisional and JSE results.Minimum Qualification: Degree in the Financial Industry
Minimum Experience: 3 to 5 years client service experience in the stock broking environment, relevant to JSE systems and a good understanding of the financial markets.
Knowledge and Skills Knowledge of Stockbroking Operations for all markets.Trading and Post Trade operations knowledge for all Markets.Technical knowledge of operating systems and Front-end Applications used in the financial markets.
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