Team Manager - Client Services - Software Soutions (13-17 yrs)

Role Title: Team Manager - Client Services

Product Suite: Commcise is an integrated cloud-based Research Valuation, Consumption Tracking, Commission Management and Share-of-Wallet reporting solution built to meet the needs of Investment Managers. Commcise provides clients with an automated Reconciliation, Invoice/Contract Management, Commission Targeting, Broker Voting, Commission Management and Reporting solution (website link).

Location: Bangalore

Working Hours: UK (1:30 pm-10:30 pm IST) & US hours (5:30pm-2:30am IST). Please note that this position is for primarily the UK shift and may require the candidate to cover US hours for a comparatively shorter period of time, capped at 12 weeks/year. US hour shifts can be covered in WFH model.

Experience Range: 13+ years

Role Purpose: Lead the Global Client Services team, which services global asset management firms, hedge funds and leading trade brokerage firms. Our service model is layered on our award-winning technology platform. You would be responsible for overseeing that that we are , processes are followed and improved on a regular basis, and fostering growth within the team as well as broadening the scope of the existing service lines. We are looking for a natural leader, passionate about client delivery and with a track record of helping others in reaching their potential.

You would be responsible for:

- Nurturing a high-performance and entrepreneurial team, who have been handpicked from across the industry.

- Ensuring that the team provides world class client service to our clients and strives to improve each and every day at what it does while broadening the scope of the existing service lines.

- Building long-term strategic relationships with large global organizations.

- We are looking for an energetic, enthusiastic, natural leader with a track record of playing a key role in empowering and upscaling teams, and having a passion for software solutions, client delivery and innovation.

Required Qualifications:

Mandatory Skill Sets:

1. Confidence in leading and coordinating projects with internal stakeholders across departments

2. Prior operational experience especially at a team lead level with a flair for driving improvements for the firm

3. Excellent communication skills and experience speaking to C-level executives, across different geographic areas

4. Strong relationship management and interpersonal skills, ability to build strong rapport, respect and trust with key stakeholders and teammates

5. Ability to understand complex business processes and breakdown to process components.

6. Demonstrate ability to work in a fast-paced, every-changing, highly collaborative environment.

7. Bachelor's/master's degree preferably in Finance/Economics

8. Excellent in Microsoft Office - especially Excel and Poweroint

9. Strong knowledge of financial concepts and experience of team leading teams in the financial domain

Desired Skills:

1. Team Leader (especially in Client Services capacity), with ability to inspire, motivate and grow talent within the organisation: be present and inspire

2. Strong organizational skills and attention to detail, and good with numbers

3. Experience of working with some or any of the following: buyside/sellside firms, operating and offering custodial aggregation services, CSA programs, trade reconciliation, research distribution/consumption and/or evaluation management, processing payments (familiar with AR, AP, GL, Treasury processes), software enhancement.

4. SQL, Database knowledge & ability to analyze data and related flows

5. Knowledge of Agile methodology and productivity tools (i.e., JIRA/Notion/Slack)

6. Should be able to associate with attributes such as resilience, curiousity and proactiveness,

7. A sense of humour

Added Advantage:

1. Financial certification (such as FINRA Series 7 or FRM),

2. Knowledge of compliance and regulations and experience of managing a business team in the space

3. Proven track record of hiring, nurturing, and training talent.

Key Deliverables/Tasks/Responsibilities:

1. Manage the team on a daily basis, ensuring all client queries are responded to in accordance with expected time/quality parameters.

2. Monitor delivery and ensure team members have the right support and skills to do their job. This may include running the training yourself, designing and creating process documents, liaising with other teams to understand the Commcise system end-to-end, etc.

3. Track team performance and morale and identify areas of improvement and help resolve any gaps.

4. Monitory and identify any operational risks, escalating these to the leadership team and proposing mitigating actions.

5. Be direct point of contact for Asset Managers and CSA Brokers to ensure smooth daily reconciliation/payment process.

6. Build excellent working knowledge of the payments/reconciliation/research management software functionality and business

7. Become an expert in the modules used by our clients, think of improvements and encourage the team to propose these as well. Seek opportunities in your external/stakeholder conversations to understand how others operate and where lie opportunities for doing things better.

8. Proactively identify useful data points and capture these to build MI reports that will be presented to internal and external stakeholders.

9. Confidently use excel to analyse, compare data sets and derive conclusive action points from them.

10. Pro-actively respond to emails and calls, ensuring all queries are addressed and escalate any issues, risks or uncertainties to team leads.

11. Streamline and improve on the existing guidelines/processes for reconciliations and payments.

12. Resolve reconciliation breaks following established procedures, responding to broker queries on any queries regarding these breaks.

13. Document & maintain all internal processes up to date and actively contribute towards building a knowledge repository for the firm, engaging all team members in this exercise.

14. Demonstrate excellent understanding of client requirements and needs and be able to communicate these eloquently to any internal or external stakeholders.

15. Regularly review each deliverable (both your own and the team's) to ensure the tasks are done accurately and within the required specifications, while managing the deadlines given.

16. Build relationships with third party counterparts ensuring clear understanding of how they work and what is required for good working relationships.