Manager, Client Experience, Global MarketsJob OverviewBusiness Segment: Corporate & Investment BankingLocation: ZA, GP, Johannesburg, Baker Street 30To provide specialist service across segments, to maximise Global Markets revenue and achieve high client service quality in line with the Global Markets strategy and within the defined risk parameters and regulatory requirements. Understand and effectively utilise relationships with key internal stakeholders across CIB (e.g. Equities sales, Operations, IT) to deliver exceptional client service in resolving a wide variety of incidents. Act as a point of contact for client requests, queries and complaints for digital portfolio. Act as a SME and assist in the resolution of more complex problems, providing guidance to less experienced team members.QualificationsBachelors Degree in Business Studies or EquivalentExperience RequiredMacro Generic: Global Markets Client Experience - 1-2 yearsStrong knowledge of relevant asset classes, products and services, client sectors, market trends and competitor awareness in the region, in addition to the risk and regulatory environment. Deep understanding in specialist area.3-4 years of good knowledge and experience of Foreign Exchange, understand and action Foreign Exchange deal amendments accurately and timeously ensuring minimal impact to the client. Always remembering the Traders impact with regards to risk/algo/portfolios/murex and profit and loss.Additional InformationNone Negotiable:FAIS RepresentativeResponsible for the accurate processing of customer queries, requests and escalations within agreed timescales. Taking ownership of customer issues and following problems through to resolution.Responsible for providing training/navigation to clients on the e-platforms and taking ownership of post trade services to customers, reinforcing bank processes and refresher training when required.Understanding of your role within the broader picture of Global Markets Foreign Exchange and giving guidance to ITS/Transaction Banking or branches regarding Forex if understanding/clarity is unclear or required.Ensure clients are treated fairly and all client complaints are reported and resolved within a reasonable turnaround time and that you comply with all regulatory and compliance requirements within the required timeframe. This includes FAIS, ACI and any other internal compliance training in the year.Ensure to develop your skill, knowledge and understanding of the digital environment as well as how your role impacts the broader business. Ensure you are up skilled and confident in not only the product but the basic understanding of FX and any other asset classes in the digital world.
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