Client Service Team Lead

Job Description

Job Description

Who we are :

Proxymity is a pioneering investor communications platform. Our unique, cutting-edge solutions connect global listed companies with their shareholders, via their intermediaries, in real time. This creates a more efficient, accurate and transparent communication flow for the industry, whilst our platforms, built on highly scalable technology, provide full compliance with the latest regulations.

Proxymity is here to change the investor communications landscape. Our mission is to make Proxy Voting and other Asset Servicing processes easier and more efficient. Our purpose is to solve complex problems for our customers and add value throughout the investor ecosystem through our connectivity and technology capabilities.

We are a fast-growth scale-up, rapidly growing our global presence, footprint and employee numbers. We are backed by some of the most influential names in the financial industry and have extensive growth plans in place for the future.

What we’re looking for :

Smart, energetic and inquisitive individuals to join our Client Services team in New York. You will perform a critical role in delivering professional, multi-faceted, first-class client service to our expanding network of customers and partners.

You will become a key contributor throughout the growth phases of Proxymity, supporting various pivotal activities and will have the opportunity to expand and develop your remit and role as the needs of the business continue to grow.

Core Responsibilities :

The core responsibilities for this role include, but are not limited to;

• Be the first point of contact between our clients and the business
• Review, respond and resolve client enquiries within agreed SLA’s
• Build and maintain productive working relationships with clients and other stakeholders to build trust and foster positive collaboration
• Conduct thorough root cause analysis and query trending to identify strategic remediation actions
• Oversight of processing checklist completion on a daily basis
• Understand and track current and future workloads and prepare appropriate plans to ensure balanced assignment across the team
• Adapt and assign resources appropriately to manage daily and forecast workloads
• Proactively monitor team capabilities and plan for remediation of identified gaps in knowledge
• Work in partnership with global operations hubs and other internal stakeholders
• Execute daily tasks with a client focused approach
• Ask questions to challenge the status quo
• Identify opportunities for process, platform and control environment improvements
• Liaise across the company to coordinate participation and engagement with the change agenda
• Review, understand, and operate within Standard Operating Procedures and be responsible for maintaining their integrity through continuous review and validation
• Oversee the day-to-day management of team workloads and priorities
• Act as point of contact for the team to internal / external partners and stakeholders
• Continuously develop team members through structured appraisals, training and ongoing feedback
• Maintain clear communication channels in to and out of the team
• Provide cover for the Team Manager as necessary
• Execute administrative managerial duties on a timely and efficient basis
• Ensure that the team are aware of, understand, and operate in a way to achieve, its goals and objectives
• Ensure that the goals of the team align with those of the department and the company
• Lead the hiring and training of new employees to the team
• Produce management information metrics to support performance monitoring
• Create a culture of inclusion and belonging, leading by example
• Escalate issues and / or concerns that impact the business, your role or personal wellbeing in a timely manner
• Be an ambassador for the team, Operations and Proxymity, always

Requirements

Desirables or willingness to learn :

Benefits

To assist us with evolving our DEI efforts and ensuring our process is as inclusive as possible, we will be sending out a brief diversity and inclusion survey for you to complete if you choose to apply for this position. This will be completely anonymous and is in no way tied to your application. If you could please take a few minutes out of your day to complete this that would be much appreciated.