Client Services Manager

Overview

Connecting clients to markets – and talent to opportunity

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, The StoneX Group is made up of four segments that offer endless potential for progression and growth.

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Position Purpose:

To oversee, and provide leadership, guidance and ongoing development to, the Client Services department.

The Client Services department are responsible for providing support to customers of the StoneX group, primarily, although not necessarily limited to, those onboarded with StoneX Financial Ltd for various business lines.

Responsibilities

Primary duties will include:

• Team Leadership - Provide leadership, guidance and direction to staff within the Client Services department, with a goal to develop people, foster innovation and personal accountability, as well as embedding the StoneX culture within the team.
• Operational Governance – Oversee and maintain a robust control framework for the various processes Client Services are responsible for, ensuring that these processes and controls undergo regular review in terms of their execution and effectiveness. Processes will include, but are not limited to:
  • Issuance and monitoring of margin calls to customers;
  • Where necessary routing requests for payment from customers to the apprprioiate internal departments for approval and release of funds;
  • Certain tasks in the onboarding of new customers, including the assistance of initial marketing of StoneX, issuance of welcome letters, SSIs as well as providing information to assist customers in their onboarding journey such as explanation of client statements and use of the StoneX GUIs available to clients;
  • First point of contact for client queries, addressing them directly or ensuring they are routed to the correct department for resolution;
• Strategy and Development – Work with global leaders to execute on StoneX’s strategy to globalise its operational teams, working with various stakeholders on the implementation of this enterprise strategy.
• People – Work with other stakeholders to identify high performing individuals within Client Services, ensuring we are investing appropriate time and resource into employees who we expect to play significant roles in the future of StoneX.
• Communication – Maintain effective communication within the Client Services department, as well as between other StoneX departments, ensuring appropriate information is disseminated from Senior Management to staff and action is taken to implement change where required.
• Key Performance Indicators – Identify key performance indicators to measure performance of the Client Services department, gathering metrics and sharing relevant insights in order that well informed decisions can be taken by Senior Management.
• Escalation – To act as the first point of escalation for the Client Services department, ensuring that where relevant issues are escalated to Senior Management and Compliance.

Qualifications

To land this role you will need:

• Previous experience of successfully managing operational teams, preferably within a Client Services setting.
• Proven track record of developing high performing teams, delivering streamlined operational workflows.
• Extensive experience in a derivative operations setting required, including fundamental understanding of derivatives, as well as their associated lifecycle events.
• Knowledge of ION XTP, and their various modules, preferred but not required.

What makes you stand out:

• Attention to detail and ability to manage multiple tasks in a fast-paced environment.
• Effective communication and interpersonal skills, with the ability to build relationships and collaborate with various stakeholders across the business.
• Effective organisation and time management skills.
• Ability to think progressively and proactively to identify improvements in existing tasks and controls, as well as assuming responsibility to execute on those recommendations directly, or through effective delegation.
• Strong work ethic and leadership skills.
• Strong Microsoft Office skills.

Working environment:

• Hybrid