Senior Client Support Analyst
HybridSydney, New South Wales, Australia
Job Summary
Resolve complex client enquiries received by email and telephone, ensuring responses meet SLAs and client expectations. Independently manage most client issues and escalations while overseeing timely resolution. Actively participate in client meetings, conference calls, and face-to-face service reviews to strengthen business relationships. Lead regular conference calls with key clients, maintain detailed operational logs, and ensure prompt follow-up on all actions. Support the wider Client Services team with complex queries, mentor colleagues, and promote best practices. Keep up to date with local market developments and regulatory changes, sharing relevant knowledge with clients and internal team members. Independently lead onboarding for new products and services with high accuracy, monitor team workload and SLA performance, and support management with ad hoc requests.
Required Qualifications
- Bachelor's degree
- 3–5 years' experience in a client services role supporting global custodian, bank, or broker clients
- Proven proficiency in managing client queries, driving high levels of client satisfaction, and supporting overall client advocacy
- Experience of global proxy voting
- Self-motivated
- Strong analytical and solution-oriented problem-solving skills
- Excellent written and verbal communication skills
- Ability to present products and services to clients
- Ability to chair meetings effectively
- Strong attention to detail
- Ability to perform under pressure and to tight deadlines
- Ability to coach and motivate team members
- Ability to deputize in the absence of the Team Leader
Desired Qualifications
- Experience working in a financial services environment, including Asset Servicing, Custody Servicing, or Proxy Voting
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