Custody Operations - Client Service - Vice President

Impactful role leading a team of Client Facing staff, enforce risk controls, and strengthen key relationships both internally and with clients. You're tasked with guiding and developing your team, ensuring top-quality communication and regular performance assessments. This role demands robust leadership, sharp attention to detail, and superior communication skills. 

As a Vice President in the Custody Client Facing Team (CFT), you will be responsible for the management of the day-to-day Client Service supporting multiple Custody clients, which includes full responsibility for the timely and accurate response to all Custody client queries. You will also be required to have oversight of a robust risk & control framework covering key control functions within Custody Operations. You will develop strong internal relationships across multiple business and product teams including Custody Product, Cash Product, Sales, Client Service Account Management (CSAM), onshore and offshore operations and processing teams and other Custody CFTs globally. In your new role, you will maintain a focus on developing and maintaining strong client relationships including periodical client meetings and pro-active client support. You will also be required to deliver effective staff management processes, including supervising, coaching, mentoring and the development of all team members, provide open communication through the application of frequent one-on-ones and completion of periodical appraisals.

Job Responsibilities

• Develop and maintain a client service support model that ensures excellence across diverse custody clients, including asset managers, investment managers, superannuation funds, and global pension funds.
• Create a proactive client service model to deliver timely and accurate responses, acting as the first point of escalation for client issues.
• Establish a client support framework that encourages ongoing feedback, communication, and participation in client review and due diligence meetings.
• Utilise KPIs and metrics proactively for continuous process improvement and enhanced client service.
• Manage effective staff processes, including supervision, coaching, mentoring, and development, ensuring open communication through regular one-on-ones and periodic appraisals.
• Build strong relationships with internal business and client service teams, including Custody Product, Cash Product Sales, and Client Service Account Managers, as well as other global CFTs.
• Cultivate robust connections with internal processing and operations teams across Global Settlement, Trades Processing, Asset Servicing, Cash Processing, Fund Services, FX, Stock Loan, and Managed Funds.

Required qualifications, capabilities, and skills

• At least 10 years of operational experience with a custodian, fund administrator, fund manager, or similar, focusing on direct client interaction.
• Significant expertise in managing operations related to global equity and fixed income settlements, asset servicing, and cash and FX transactions.
• Proven background in managing or supervising team members, with a focus on fostering team growth and development.
• Strong experience in providing operational support specifically to Global Fund Managers and Australian Superannuation Funds.
• Exceptional attention to detail, ensuring precision in all aspects of client service and operational management.
• Excellent written and verbal communication skills, with a demonstrated ability to effectively support external financial services clients.
• A solid track record of utilising KPIs and metrics to drive continuous process improvements and enhance client service excellence.

Preferred qualifications, capabilities, and skills

• Previous experience at a Global Custodian
• Demonstrate a strong commitment to operational excellence, client satisfaction, and team leadership in the financial services sector.