Principal, Client Services

Responsibilities

Position Purpose: To act as a subject matter expert (“SME”) for the key tasks and responsibilities that reside within the Client Services department, as well as act as lead for complex projects and ad‑hoc tasks that may arise. Where needed in times of absence will act as a second in command to ensure appropriate management of resources within the team.

• Subject Matter Expert – Regarded as the technical expert within the Client Services department, with the ability to apply said experience and expertise to solve complex problems and set the strategy for, and progress, projects that deliver notable benefits to the team and wider organisation.
• Operational Governance – Assist the Client Services Manager in ensuring that key processes, responsibilities and controls within the Client Services department undergo regular review in terms of their execution and effectiveness. Processes will include, but are not limited to:
  • Issuance and monitoring of margin calls to customers;
  • Routing requests for payment from customers to the appropriate internal departments for approval and release of funds;
  • Onboarding of new customers, including the assistance of initial marketing of StoneX, issuance of welcome letters, SSIs and providing information to assist customers in their onboarding journey such as explanation of client statements and use of the StoneX GUIs available to clients;
  • First point of contact for client queries, addressing them directly or ensuring they are routed to the correct department for resolution;
• Strategy and Development – Work closely with the Client Services Manager to assist in executing StoneX’s strategy to globalise its operational teams, working with various stakeholders on the implementation of this enterprise approach.
• Knowledge Transfer – Work with Client Services staff in our GCCs, such as Bangalore, to further raise the standards and scope of our offering in these locations. Identify appropriate tasks to transition from the onshore team based in the UK to the GCC, and ensure safe and sensible migration of responsibilities via virtual and in‑person training.
• Key Performance Indicators – Work closely with the Client Services Manager to assist in identifying key performance indicators to measure performance of the Client Services department, gathering metrics and sharing relevant insights in order that well informed decisions can be taken by Senior Management.
• Escalation – To act as a point of escalation for others in the Client Services department, whether they be onshore or offshore, ensuring that relevant issues are escalated to Senior Management and Compliance.

Qualifications

• Deep knowledge and experience in a derivative operations setting, preferably within Client Services.
• Extensive and fundamental understanding of derivatives, as well as their associated lifecycle events.
• Proven track record of developing others.
• Knowledge of ION XTP, and their various modules, preferred but not required.

What will make you stand out

• Attention to detail and ability to manage multiple tasks in a fast‑paced environment.
• Effective communication and interpersonal skills, with the ability to build relationships and collaborate with various stakeholders across the business.
• Effective organisation and time management skills.
• Ability to think progressively and proactively to identify improvements in existing tasks and controls, as well as assuming responsibility to execute on those recommendations directly, or through effective delegation.
• Innovative thinking to ensure as a department and organisation we are embracing new ways of working.
• Strong work ethic.
• Strong Microsoft Office skills.

Working Environment

• Hybrid (4 days in office per week)

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