Client Service and Operations Officer

Proxymity is looking for a Client Service and Operations Officer to help ensure the smooth operation of the pioneering platform

High Level Job Description

Within the Proxymity Operations team, client service delivery and operations team members perform a critical role in ensuring best in class client support and performing critical checks to ensure the safe and smooth performance of the platform.

 

Specifically you will:

  • Support and execute operational processes that ensure the flawless execution of end to end voting via Proxymity.
  • Support on-boarding and implementation of new clients making sure require setups, access and training is provided within target timeframes and to a standard compatible with demanding financial services clients.
  • Responding to the full range of user support and service requests from access issues, support with functionality and identifying areas for improvement based upon feedback.
  • Play an important role in maintaining and executing UAT plans for regular deployments of new versions of the Proxymity platform, demonstrating a keen eye for identifying and documenting bugs, and working with the development team to raise and resolve such issues.

As a key contributor to the launch phase of Proxymity, the Client Service and Operations Officer will have the opportunity to contribute to a variety of pivotal activities and expand the remit of the role as the needs of the business develop.

More about the role:

  • On-boarding of new issuer, agent, advisor, custodian and investor clients to Proxymity within agreed SLA turnaround times.
  • Ensure internal and external client queries are tracked monitored and resolved in timely basis.
  • First escalation point for issues related to ops and client service
  • Oversight of vote execution to market from the Proxymity platform.
  • Creation and maintenance of all operational procedure guides according to company policy
  • Involvement in the Creation, Maintenance and execution of UAT test plans.
  • Identification of operational and implementation improvement opportunities.
  • Demonstration of the Proxymity platform to new users and existing users as and when required.
  • Oversight and creation of Proxymity monthly billing report, delivering it to the Citi Finance team.
  • Creation and maintenance of daily operational checklists.
  • Maintenance of Proxymity KPI’s and provision of weekly update reports to the wider Proxymity team \ stakeholders.
  • Identification and submission of potential Proxymity platform process improvements, including those raised by clients.
  • Ideally a minimum of 2+ years asset servicing operations experience.
  • Solid understanding of the Securities Services industry or similar business and environment beneficial.
  • Previous User Acceptance Testing delivery experience favorable.
  • Knowledge of the Proxy Voting industry and associated core processes beneficial.
  • Experience of client on-boarding and implementation
  • Evidence of working in a fast paced and demanding client focussed service delivery environment
  • Strong attention to detail and focus on accurate delivery.
  • Client empathy with the drive to meet and exceed demanding client needs.
  • Strong written and oral communication skills
  • Handles criticism and disagreement constructively.
  • Team player – puts own success below the success of the team.
  • Strong communication skills. Interacts and engages constantly with other team members.  Recognizes the challenge of communication with remote team members and takes action to overcompensate.
  • Positive client facing communication and presentation skills.

Want to apply? Send your CV and covering letter stating the role that you are apply for to:

Careers@Proxymity.io