Head of Client Services

  • 300 Park Ave, New York, NY 10022, USA
  • Full-time

Company Description

LTX is a fintech startup, in stealth mode, incubated within Broadridge Financial Solutions, a global fintech company with a market cap of over $15B and a leader in fixed income technology. LTX's mission is to bring greater trading efficiency and instantaneous market intelligence to complex financial marketplaces. This activity will introduce an innovative machine learning framework, drawing on our unparalleled pool of transaction history, that will power the way illiquid fixed income securities are transacted in the future.

Led by a group of successful fintech innovators, LTX is now putting together a top-tier development team to build an entirely new next-generation multi-asset trading platform. If you are highly talented with a passion and drive for both technology and financial markets, you should consider joining the LTX team. You will help shape the next generation of global financial market.

We are actively seeking a Head of Client Services to join our team in New York City. In this role, you will lead the Client Services team which manage and grow our new and existing client accounts by devising client strategy, developing client relationships, and delivering client objectives. You will build and develop opportunities with existing clients, maximizing account and revenue growth. You'll solicit and respond to client feedback and drive increases in client happiness and engagement.

Job Description

  • You will lead our Client Service team as they handle and maintain new client accounts and communicate service objectives/performance measurement standards between clients, associates and various support areas.

  • You'll direct, motivate and lead associates to ensure “World Class Service” is provided to external and internal clients, tracking and reporting performance to ensure team accountability and quality of service.

  • You will analyze, develop, document and enhance business processes to maximize efficiencies, mitigate risk and reduce error.

  • You'll stay current with industry and regulatory rules and requirements; partner with clients, senior leadership and internal teams to ensure products are current and in compliance.

  • You will report client and industry perceptions, feedback and acceptance of services and product enhancement opportunities.

  • You'll partner with IT to translate business requirements into planned improvements and monitor effectiveness of systems, policies and procedures, making recommendations to ensure daily operations are efficient.

  • You will maintain client database and other necessary records in order to monitor revenue and service trends to attain long range revenue growth.

  • You will establish clearly defined department and individual goals and objectives. You'll hire, train, develop and mentor associates; foster professional growth and career development, as well as build bench strength within the team.

  • You will collaborate with internal and external audit teams.

Qualifications

  • 10+ years of experience within electronic trading industry in a managerial role, leading a service team (mentoring, counseling, skill development).

  • Demonstrated success in the leading and managing of people in a team-based environment.

  • Strong experience in a client service and/or sales retention role.

  • Comfortable leading an entrepreneurial team within a start-up environment

  • Managing through the detailed entitlements process with dealers and institutional investors.

  • Leading the team to work with frontline dealers and institutional investors to guide customers through the understanding and applications of the platform

  • Provide necessary feedback to Sales and Marketing and Senior Management in order to navigate effectively through any challenges with the customer
  • Have a clear understanding of all aspects of the platform as a “product expert”

  • Provide Sales and Marketing with the necessary support to effectively solve problems as they are presented in a quick and efficient fashion

  • Lend knowledge of previous experiences and challenges in order to be more effective with the customer

  •  Work with all external customers to resolve complex day-to-day issues and understand who within LTX is needed to resolve such issues

  • Strong analytical, planning and problem solving skills; ability to understand the “big-picture” while rigorously paying attention to details.

  • Excellent written and oral interpersonal skills to effectively communicate well.

Additional Information

Broadridge, a global fintech leader with over $4 billion in revenue, provides communications, technology, data, and analytics. We help drive business transformation for our clients with solutions for enriching client engagement, navigating risk, optimizing efficiency, and generating revenue growth.

Broadridge employs over 10,000 full-time associates globally with a significant presence in North America, Europe, and Asia. Please visit our website at www.broadridge.com to learn more.

Broadridge is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the -EEO is the Law- poster.

-Our Associates Matter.
Everyone Benefits from Diversity - Inclusion.
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