Securities Services – Client Service Manager – Vice President

Oversee Alternatives clients (e.g., private equity, private credit, infrastructure and hedge funds) within Securities Services.

Ensure exceptional service delivery for clients, managing their expectations in coordination with global and regional business partners.

Serve as the key contact and escalation point for clients, internal stakeholders and the business for all service‑related matters.

Resolve complex client issues promptly and effectively, collaborating across departments to secure alignment and robust outcomes.

Establish and manage a formal client governance framework (e.g., service reviews, strategic reviews) covering all relevant products, incorporating measurement and monitoring of service levels and KPIs.

Improve efficiency and reduce risk by identifying opportunities to enhance the operating model, streamline processes and influence client behaviours.

Ensure accurate and timely fee billing for all products and services, partnering with Operations and Billing teams to address queries and maintain transparency with clients.

Define, lead and manage remediation where service is not meeting client expectations, ensuring clear ownership, timelines and communication.

Act as the client advocate across the business, driving impactful change and ensuring client needs are prioritised.

Engage in direct client communication at senior levels, brokering successful outcomes to difficult and complex issues, including time‑critical events and transaction‑driven activity.

Communicate clearly, concisely and efficiently with clients and internal partners, providing proactive updates, issue escalation and management reporting as required.

Experience in client management and presentation, with a proven ability to develop strong, long‑term client relationships, ideally with Alternatives managers.

Confident, articulate and able to combine diplomacy and assertiveness in leading client meetings and governance forums.

Strong communication and influencing skills, with the ability to manage effectively across a large, global virtual team and multiple time zones.

Demonstrated ability to resolve problems in complex and dynamic situations, incorporating input from multiple stakeholders and functions.

Diligent attention to detail and a strong focus on quality and control in accomplishing tasks, and ability to work independently, prioritise effectively and multi‑task under pressure in a fast‑paced environment.

Leadership skills, taking personal ownership of issues, driving accountability and ensuring timely resolution.

Proactive approach to identifying and improving sub‑optimal processes, with a continuous improvement mindset.

Strong understanding of Securities Services products and the ability to comprehend client organisation, strategy and objectives, preferably in the Alternatives space.

Ability to incorporate risk and control considerations into day‑to‑day activities and client decision‑making.

Self‑reliant and results‑oriented, able to manage competing priorities and deliver against deadlines.

Strong work ethic and positive attitude under pressure, with resilience and adaptability to change.

Experience gained in operational or client‑facing environments within Securities Services.

Knowledge of CIB products and enthusiasm to deepen expertise across the Securities Services industry.

Experience managing remediation or change projects and driving continuous improvement initiatives, ideally in a complex, cross‑functional environment.

Demonstrated commitment to delivering high‑quality client service and a strong client‑first mindset.

Enthusiasm for professional development, learning and staying current with market, regulatory and industry developments impacting Alternatives clients.