SwapClear Client Service Manager

Overall Functional Objective

To establish and maintain relationships with existing SwapClear participants (members and their clients) in order to provide effective two-way communication into and out of the business.

To ensure the smooth onboarding of new members by guiding them through the implementation and testing process.

Post-onboarding, to assist in the implementation of new products and services, by evaluating the impact of the new projects on the members and clients, organising the implementation plans with them, planning and management of member tests.

Communication on these matters within the SwapClear team directly and via attendance at Change Working Group and Product Working Groups.

Responsibilities and Tasks

Innovation

• Implement SLA and satisfaction measures, e.g. dashboards or client scorecards
• Create documentation to introduce and explain the service as it evolves
• Develop and enhance a member implementation pipeline management process

Customer Relationship Management

• Arrange and attend regular meetings with existing SwapClear members
• Maintain SLA with each member and take ownership of issue resolution
• Maintain contact maps with each member
• Maintain the day to day interface between our members and LCH.Clearnet.
• Respond to member and client ad-hoc and day to day queries relating to the SwapClear service
• Assist service design by assessing implementation impact of new products and services on the members.

Implementation

• Manage clients post on-boarding providing seamless service from on-boarding to business as usual
• Contribute to the organisation, execution and of member testing for new products and services.

Communication

• Distribute SLA performance and member feedback to the SwapClear virtual teams.
• Maintain summary management information on customer satisfaction measures.
• Maintain summary information on the implementation pipeline.
• Make contact information available to other LCH.Clearnet product lines.
• Attend and contribute to Change Working Group and Product Working Groups.

Management and Leadership

• Display leadership skills for the Client Service function.
• Build the knowledge and expertise of the SwapClear Client Service team and encourage their career development.
• Implement and maintain standards for use by the SwapClear Client Service team.

Required Skills and Experience

Experience

• Demonstrable experience and competence in OTC interest rate derivatives is mandatory
• Must be numerate and educated preferably to degree level
• Demonstrable aptitude for a client management role
• A broad general working knowledge of UK and European trading, clearing and settlement environments is mandatory
• Detailed knowledge of Clearing and the SwapClear service is desirable.

Leadership/direction

• Able to maintain a sound understanding of a wide range of business issues relating to OTC derivatives plus an awareness of broader issues concerning the company, members and the marketplace in the short, medium and longer term.
• Able to guide LCH.Clearnet departments in their understanding of the SwapClear service and its key benefits.
• To present the corporate view professionally and with integrity.

Customer focused

• Able to gauge reactions in order to identify genuine concerns and opportunities.
• Demonstrate an understanding of key issues facing customers. 
• Continually seek to understand what is needed to improve the service offered to customers and communicate this internally.

Managing Others (where appropriate)

• Ensure staff are clear about what is expected of them by setting objectives, reviewing performance regularly and supporting development plans.

Effective Communication skills

• Able to communicate effectively orally and in writing to small and large groups.
• Ability to influence others across the organisation and externally.
• English speaking mandatory.

Team Working

• Able to develop and maintain positive and co-operative relationships with internal teams.

If you wish to be considered for this position, please click here and complete the online application form, or if you would like further information, please contact careers@lchclearnet.com.