Customer Onboarding Senior Associate

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 65 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.

Customer Onboarding Senior Associate

Team Mission

The purpose of the Customer Onboarding is to collaborate closely with cross-functional teams across LCH and progress end to end onboarding activities fostering a positive and seamless onboarding experience for customers and ensuring maintenance of customer relationship during this process.

Responsibilities

1. Day-to-day Onboarding Coordinator

• Act as the day-to-day point of contact throughout Onboarding of customers.
• Hands on involvement in onboarding activities such as coordination with LCH departments, collate documentation, customer education, operational set-up as required.

2. End-to-End Onboarding Management

• Ensure a smooth transition to Digital Onboarding through Portal and SalesForce.
• Carry out end to end case management in onboarding process for customers / third party providers.
• Conduct active coordination in the onboarding process with all LCH departments involved in the on-boarding process (i.e. Credit Risk, KYC central, Legal & Compliance team with E2E case management)
• Progress collection of documentation and ensure all documents have been appropriately signed, registered internally as well as exchanged with various partners.
• Maintain customers’ records and documentation of processes.
• Ensure the member is assisted during the onboarding process in submission/ change of status and / or resignation.
• Monitor operational and technical set-up, as required.

3. Testing and Go-Live Support

• Support customers during testing and "go-live" in production.
• Interact regularly with IT, Operations and Collateral Operations teams to ensure smooth flow.

4. Customer Education / Training

• Prepare training materials and educate the member on service offering.

• Support with coordination on SME delivered training to customers regarding how to use the clearing service as well as answer questions.

5. Annual Requirements

• Perform Due Diligence checks on Customers are appropriately conducted along with annual checks.
• Lead Due Diligence requests on LCH SA coming from Customers.
• Perform any other Customer Annual Requirements (Credit, Compliance, Contacts)

6. Procedures and Reporting

• Tracking the overall status and reporting to Business Lines and Sales Product Specialists.
• Assist the member during the onboarding process in submission/ change of status and / or resignation.
• Coordinate and participate in operational and technical set-up
• Responsible for maintaining and upgrading the Membership spreadsheet when new projects / offer is delivered whilst ensuring team leaders are kept in the loop.

7. Customers’ Static Data Management

• Ensure customer static data is accurate and stored in Salesforce.
• Generate reports from Salesforce for regulatory reporting purposes on monthly basis.
• Generate crisis report from Salesforce for default management and fire drills.
• Participate in Fire Drill and Default Management (produce crisis overview, provide input for customer position transfers, lead communication and interactions with Customers, publication on the website 

Experience

• Experience in customer services, onboarding or a similar role / Certification in customer relations, customer services, or similar.
• Experience in the Financial / Banking sector ideally in regulated markets
• Good knowledge of Clearing industry in terms of product and process
• Experience