Senior Client Services Analyst, Regulatory Reporting

<p><span><span>Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to </span><span>assist</span><span> with operational risk and trade processing (e.g. reconciliations, regulatory </span><span>reporting</span><span> and trade confirmation services). </span></span><span> </span></p><p></p><p><span><span>The Client Services Analyst will </span><span>provide </span><span>tier 1 </span><span>support to </span><span>banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work </span><span>various internal stake holders to ensure clients issues are proactive managed to satisfactory conclusion</span><span>.</span></span><span> </span></p><p><span><span>Enter the key responsibilities of the role:</span></span><span> </span></p><ul><li><p><span><span>As a Regulatory Reporting helpdesk team member, we respond efficiently to customer queries and carry out Tier </span><span>1  investigation</span><span> of reported problems </span><span>in accordance with</span><span> SLAs. Tickets are handled via the Customer Portal which is hosted in Salesforce.</span></span><span> </span></p></li></ul><ul><li><p><span><span>We raise defects to the internal relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress</span></span><span> </span></p></li></ul><ul><li><p><span><span>Be or become highly knowledgeable in the relevant business </span><span>services we provide</span></span><span> </span></p></li></ul><ul><li><p><span><span>Send service notifications and broadcast communications to users</span></span><span> </span></p></li></ul><ul><li><p><span><span>Collaborate well with all other internal teams responsible for the business solutions supported by the team – development, QA, professional services, solutions</span></span><span> </span></p></li></ul><ul><li><p><span><span>Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service</span><span> – particularly in ways to proactively help our clients.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Coordinating and running monthly operational meetings with key clients, allowing them to highlight key </span><span>issues</span><span> and working with the Head of Support in championing these challenges to resolution. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Keep the internal documentation up to date.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Creating knowledge articles and client tooling to reduce ticket numbers</span></span><span> </span></p></li></ul><p><span> </span></p><p><span><span>Enter the essential experience and skills </span><span>required</span><span>:</span></span><span> </span></p><ul><li><p><span><span>2-3 years’ experience on a helpdesk or similar client-facing role</span></span><span> </span></p></li><li><p><span><span>K</span><span>nowledge of SQL </span><span>or any other programming language </span><span>(specific SQL Server experience is best)</span></span><span> </span></p></li></ul><ul><li><p><span><span>A Client Centric approach, with excellent customer-facing telephone/</span><span>ticket management</span><span> capabilities</span></span><span> </span></p></li></ul><ul><li><p><span><span>Superb communication and collaborative skills with both clients and internally</span></span><span> </span></p></li></ul><ul><li><p><span><span>Excellent presentation and meeting facilitation skills able to explain complex technical issues and solutions in a way that our clients can understand </span></span><span> </span></p></li></ul><ul><li><p><span><span>Post-trade processing for equities, equity </span><span>derivatives</span><span> and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Proficient in English language - reading, speaking, listening, writing</span></span><span> </span></p></li></ul><p><span><span>Nice to have:</span></span><span> </span></p><ul><li><p><span><span>Regulation, </span><span>MiFIR</span><span> / EMIR experience</span></span><span> </span></p></li></ul><ul><li><p><span><span>Basic understanding of networking including FTP/SFTP.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Experience with <span>JIRA/Confluence/Service</span> Now</span></span><span> </span></p></li></ul><p><span> </span></p><p></p><p><span>Join us and be part of a team that values innovation, quality, and continuous imp