Sr Client Services Specialist

Job Description

Sr Client Services SpecialistIn this position, you will serve our extensive client base to deliver superior service with the onboarding and continuous support across the following product/service offerings:Capital Markets Services

• Capital Markets Analytics The preparation and distribution of analytical tools which focus on the new issuance market, fundamental analysis, capital market activity, and institutional ownership
• Roadshow Profiles The preparation and distribution of institutional investor profiles used in conjunction with new issuance marketing
• RoadshowAccess (RSA) - The logistical support to create, manage and view virtual presentations in conjunction with new issuance marketing across all asset classes, via an web-based platform
• IssuerView The logistical support to enable users with mobile access to vital deal information (orders/allocations, roadshow schedules and online viewership) via tablets

Prospectus

• Document Processing and Dissemination The preparation and distribution of electron ic documents (ie Preliminary Official Statements, Finals, MAAU, MSDA, etc.) via our Prospectus Delivery application.
• Document Delivery Reports The preparation and distribution of document delivery reports for both internal product teams which are integrated with Prospectus product as well as external request for clients of our applications.
• Admin Support The logistical support to enable users with access to Prospectus Delivery application

CMS Analysts play a significant role in ensuring success of the aforementioned offerings, through the management of the below responsibilities.Core Responsibilities:

• Serving as the direct conduit for all sell-side/buy-side clients, across all facets of client service and online support
• Monitoring all client inbound requests via our case management system to address deals and support requests in a timely manner, in coordination with the global support team (US, EMEA and HK)
• Producing scheduled and/or ad-hoc reporting deliverables in a timely and accurate fashion
• Servicing clients with timely market, deal data and shareholder information, by utilizing datasets and information from both internal and external applications
• Serving as the intermediary between the client and Ipreo s vendor partners, to manage communications and uphold service level agreements
• Maintaining operational procedures to govern across platform operability, support needs, reporting responsibilities and trouble-shooting matters
• Onboarding new clients to ensure RSA system/access requirements are met, and providing ongoing application training (RSA):
  • Enabling users with system access, and setting permission levels
  • Trouble-shooting registration and login issues
  • Assisting with application testing, with future upgrades
  • Interfacing with sell-side clients regarding the organization of recording events
  • Instructing new clients on equipment requirements to facilitate recorded events
• Creating and managing RSA requests, on behalf of clients who subscribe to the full-service model:
  • Inputting deal and presentation data, pursuant to client instructions
  • Ensuring accuracy and completeness with all deal requests
  • Tracking statuses across the lifecycle of the presentation
  • Delivering video-player content for review
  • Approving/rejecting video-player content , based upon client instruction
  • Activating/Deactivating video-player content, based upon client instruction
  • Generating investor analytics upon demand

Personal Competencies:

• BA/BS degree and/or equivalent related work experience
• 7+ years of relevant work experience in Capital Market
• Prior management/supervisory experience required.
• Strong coach/people developer.
• Manage a team of analysts to deliver daily production of the Capital Market Services team, using the agile framework.
• Monitor project allocation, productivity & quality of the team.
• Identify enhancements to improve workflow & efficiency.
• Lead the team to ensure all escalation/issues are handled appropriately according to company policy.

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Keyskills :
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