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• Acts as a point of contact for several clients, forging strong relationships with individuals at each of these clients and facing them as a point of escalation for operational trade lifecycle queries
• Collaborate with the business line (AE, RM, Product) and other middle office colleagues to identify and drive forward key strategies for Tier 1 client relationships
• Holds regular Operational Service Level Reviews with client base to gather feedback on the service provided by SG
• Proactively mitigates potential risks, ensuring that they act within the best interest of the Company and its clients escalating where appropriate.
• Recognizes established policies and proposes solutions to adapt situations or ideas for improvement.
• Provides constructive feedback when suggesting new ideas, promoting simplicity and innovations in a professional manner, actively contribute and embrace change implementation.
• Demonstrates accountability, ownership to evaluate and improve own performance, actively seeking feedback where applicable.
• Show pro-activity in the development of professional competences, deliverables and contributions to compliment needs and goals of the Company
• Establish an environment that promotes respect for all SG employees and adheres to the SG policies and guidelines

Relationship Tasks:
Each Team Member will have a specific client allocation for which they will:

• Conduct regular client interactions, service level reviews, and heat checks to build key client relationships, monitor and document service quality levels, and drive forward client action plans
• Provide a level of escalation for operational issues for Tier 1 clients
• Identify and monitor actionable key performance indicator (KPIs) to demonstrate increased client satisfaction and internal operational efficiency as a result of the team’s activities
• Serve as point of escalation for multiple client facing and internally focused project streams managed by team members to ensure deliverables are achieved as detailed in each project charter/mission statement
• Have a complete understanding of the client’s activity, how and what they trade and the front to back operational processes to support this activity, comprehensive view of the client technology and reporting setup internal and external
• Own communication and coordination on major change management for their clients across operational, Technology, and Regulatory
• Proactive client production and issue management:
• To have a full view of the clients’ production and to be able to identify gaps or issues in the process that require immediate involvement and resolution
• To ensure all transversal risks are being managed for these clients, including all types of breaks, position management and collateral management
• To have sufficient knowledge of the organization to be able to work with teams outside of operations to deliver on improvements or changes for the client i.e. Regulatory, Compliance, Legal, Risk
• To be able to analyze client activity and spot themes/trends that may lead to a potential process improvement internally or on the client side

Technical Tasks:
Solutions team not only has client facing relationships, but also own Product Owner roles for tools/technology that affect client satisfaction

• Involvement & Driving of projects
• Identify project requirements, stakeholders, expected end users, and organizational value add
• Ability to demonstrate alignment of proposed initiatives with the organization’s strategic goals
• Comprehensive understanding of SG’s technology architecture as means to satisfy client/staff operational needs

Holistic understanding of Premium Client operations and processes

• Trade Flow
• Revenue/Brokerage Services
• Onboarding Documentation
• Margin/Cash/Collateral Management