Operations Specialist
Financial Markets Support
Your role & work environment
As an operations specialist you bear an E2E responsibility together with the Process Engineer for the process of handling Belgian, French and Luxembourg customer requests / complaints / questions on all Financial markets products and all global customer requests linked to the products treated in our Center of Excellence (CoE) in Brussels. Through your knowledge of the process and product you continuously improve the customer experience and business value. You will work in an international environment and in close collaboration with the other support departments (mainly in The Netherlands and Philippines).
You will be part of Global Client Service Delivery for Transactions and Markets, which is primarily organized around Centers of Excellence being accountable for the processing of the product and/or process in which they specialize. Within FM Services Brussels we are recognized as the Global Center of Excellence (CoE) for Equity and Commodity derivatives serving different locations such as London, Brussels, Amsterdam and New York. We ensure adequate processing of all lifecycle events (from contracting, reconciliations through corporate actions, settlements, …) linked to Equity and Commodity derivatives as well as their hedging instruments (e.g. Equity, futures, options).
Your key responsibilities
Process knowledge
- You are the main contact for Belgian, Luxembourg and French clients for all questions or concerns linked to their FM transactions and profile (Client static data)
- You are able to quickly analyze customer concerns and find solutions through your knowledge of the different processes, products, systems and the FM organization.
- You understand the different Financial Markets processes and are able to cooperate with other Centers of Excellence and our Service Center in problem resolution.
Customer centricity
- You will be putting the customer first in defining the best solution to issues presented to you
- You will ensure excellent communication towards clients and internal stakeholders leading to optimal customer satisfaction
- You have a broad knowledge of the different processes treating Financial Products across the CoE’s and Shared service center enabling you to efficiently assist our clients.
Product knowledge
- You will assist the process engineer in determining the best way to approach clients in the future and assist in implementing best practices.
- You will be the SPOC for questions, assistance and steering of our colleagues in the Offshore Service center.
- You have a broad knowledge of Financial markets products and the processes governing those products across the CoE’s and Shared Service center.
We look for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
As a Operations specialist you will also need:
Cooperation
- Take responsibility for the customer request locally as well as by coordinating and cooperating with the colleagues from the Shared Service Center and other Centers of Excellence;
- As central contact point for customers you are able to work with different departments in different locations in order to resolve the client’s concern
- Work together with your team members and leverage the combined knowledge on processes and products available in the team
- Assist the Process engineer in defining the priorities within the team in order to maintain and improve customer requests and satisfaction
Customer focus and client orientation
- Ensure followup of client requests on transactions and delivering a high-quality service.
- Be clear and solution oriented in communicating towards our clients on the status of their request
- Be familiar with the different ways of communicating with clients and determine the appropriate medium to ensure an optimal customer experience
- Follow up customer requests by acting as the first entry point for questions and in case of more complex questions be the gateway towards the correct CoE within the Financial Markets world
- A first experience with client communication and problem solving is an asset
Problem analysis and assessment / judgement
- Be able to provide basic assistance for customer requests for all FM products through all FM systems.
- Be able to point more complex issues smoothly to the person/team able while maintaining accountability for the final result.
- Be able to analyze and identify root causes of customer complaints related to Financial Markets products, reporting and or processes;
- Be able to investigate and correct issues such as blocked payments, erroneous statements, … and establish lessons learned and coordinate / implement corrective actions
- Understand the FM (operations) organization enabling you to pinpoint the correct actor to resolve a specific client issue;
Other requirements:
- A first experience in a Financial Markets world is an asset;
- A first experience with working Derivatives products (IRD, FXMM, FX; Equity and Commodity Derivatives);
- Experience with working in a crossborder team;
Language skills
| | Understanding | Writing | Speaking |
| Dutch (or French) | 4 | 3 | 4 |
| French (or Dutch) | 4 | 3 | 4 |
| English | 5 | 4 | 4 |
| | | | |
| | | | |
| Ratings | | | |
| 5 | Excellent (B2) | | |
| | | | | |
| 3 | Good (B1) | | |
| | | | | |
| 1 | Notions | | |
IT knowledge
- Very good knowledge of the standard Microsoft package (Word, Excel, Powerpoint, …)
- At ease with new tools launched to improve customer satisfaction (e.g. Inside Business Portal)
- Knowledge of Sophis and Calypso OR strong affinity with ITtools combined with strong interest in the products.
