Senior Client Service Specialist

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

A dynamic provider of cutting-edge Financial Security Services is seeking a Senior Client Services Specialist who will be the brand custodian for our client. You will collaborate with the Head of Client Services to design, facilitate, and oversee the complete client lifecycle—from onboarding and account management to issue resolution and strategic relationship management. This role ensures service excellence across all touchpoints, drives the operationalization of master reference data, and enables team and stakeholder engagement to foster client retention and market value.

DUTIES

Business Process & Strategic Planning

• Implement consistent client experience standards for internal and external stakeholders.
• Lead collaborative planning with internal departments to forecast client onboarding and resource needs annually, monthly, and weekly.
• Develop and maintain Standard Operating Procedures (SOPs) and process documentation.
• Align internal processes with industry regulations and data protection laws in collaboration with Compliance and Risk teams.
• Monitor service trends and client feedback to identify improvements and drive innovation.
• Design and conduct client surveys; implement action plans to maintain service excellence.
• Contribute insights on client behavior and market trends to inform business strategy.
• Evaluate and implement workflow automation to enhance service delivery.

Client Onboarding & Ecosystem Expansion

• Execute client onboarding strategy in partnership with the Head of Client Services and internal teams.
• Own end-to-end client onboarding with a focus on quality, speed, and retention.
• Identify and mitigate onboarding risks; ensure all controls and checks are in place.
• Recommend and implement enhancements to onboarding frameworks and client experience processes.
• Manage confidential client information in line with organizational policies.
• Serve as the primary point of contact during onboarding, balancing professionalism with client-centricity.

Master Data & Reference Management

• Oversee creation and maintenance of Client Reference Data in core systems (e.g., Dynamics 365, BaNCS).
• Ensure data integrity in line with market and regulatory standards.
• Identify, analyse, and escalate system issues via appropriate channels.
• Maintain client communication channels for issue logging, service reviews, and feedback.
• Coordinate Disaster Recovery and Business Continuity testing with market stakeholders.
• Refine master file management processes for accuracy and compliance.
• Ensure clean client data to support automated distribution and strategic goals.

Current Client Management & Service Excellence

• Demonstrate a service excellence mindset in addressing client needs.
• Facilitate implementation plans to uphold service levels and initiate corrective actions.
• Collaborate with stakeholders to deliver outstanding client service.
• Proactively identify risks to ensure seamless client experiences.
• Develop and maintain reporting for client service insights and stakeholder forums.
• Anticipate client needs and coordinate internal support teams for timely resolution.
• Build and maintain strong relationships with new and existing clients and stakeholders.
• Ensure agreements are implemented accurately and client expectations are managed.

Stakeholder & Relationship Management

• Proactively engage stakeholders to maintain positive client relationships.
• Ensure effective corporate governance and control across client-facing processes.
• Foster a culture of feedback, exceptional service, and collaborative relationship-building.

Self-Management & Team Leadership

• Develop productive working relationships with colleagues and stakeholders.
• Continuously update professional and industry knowledge.
• Facilitate internal knowledge-sharing on best practices, compliance updates, and client insights.
• Drive personal career development and contribute to a culture of innovation.
• Work proactively and independently with precision.

Financial & Risk Contribution

• Recommend data-driven solutions to enhance operational efficiency.
• Support risk identification and communicate recommendations to leadership.

REQUIREMENTS:

Education

• Grade 12 or equivalent.
• Relevant tertiary qualification.

Experience & Knowledge

• 5+ years of experience in a Central Securities Depository (CSD) or financial market/services environment.
• Deep knowledge of CSD operating models, products, and services (e.g., e-Voting, CIS, OTC Derivatives).
• Proven experience in client data analysis, onboarding, and end-to-end client journey management.
• Exceptional written and verbal communication skills with strong attention to detail and time management.
• Experience in designing and implementing service improvements and workflow automation.

Additional Requirements

• Willingness to work irregular hours, including weekends, holidays, and on standby.
• Ability to perform under pressure and deliver on commitments in a timely manner.
• Strong analytical, problem-solving, and decision-making skills.
• High ethical standards and commitment to confidentiality and data protection.