Key responsibilities:

• Handling incoming queries and proactive notifications for Managed FI Clients
• Manage and monitor global transactions for Managed FI clients
• Maintain regular proactive calls and updates
• Place a high emphasis on controls.
• Maintain structured reporting of all inquiries and investigations handled for all managed clients across the FI on our case tracking tool.
• Root cause analysis to be performed on all inquiries and investigations for managed clients across the FI portfolios to determine how we can further reduce the number of routine queries via automation and process enhancements.
• Develop and review metrics, and monitor mechanisms to fully gauge the health of managed clients across the FI portfolios
• Monitoring of Service Levels for all managed clients across the FI portfolios to ensure Service Level Agreements are adhered to and client expectations are exceeded.
• Maintain pristine controls for all aspects of the TSP function to ensure effective risk management for EMEA Trade.
• Maintain active engagement with Product, Sales and Coverage partners in relation to new customer requirements and revenue generation.
• Provide awareness to all managed clients of tools available to them to aid them.

• Handling escalations
• Escalate customer feedback, processing delays and errors appropriately

Experience & Skills:

• Fluent English (written and spoken) is essential
• Strong communication skills
• Good time management and prioritisation skills
• Analytical skills
• Strong customer focus
• Experience of working in a customer-facing role is desirable
• Should be comfortable with MS-Office and common internal applications
• Attention to detail
• Excellent decision making skills
• Planning & Organisation skill

What will you get in return

• Full-time employment with competitive salary;
• Market-leading benefits package including Multisport, medical care, life insurance, discounts on language courses and more;
• On-going dedication to your development and career progression;
• Cooperation with teams around the world, English usage on a daily basis
• Corporate culture based on fostering and supporting professional growth within the role;
• Free access to training platforms such as Udemy;
• An opportunity to develop your soft skills and engage in various social responsibility activities as well as internal development networks and mentoring sessions with senior management;
• Dynamic and positive work environment