Euronext - Head of Operational Client Services - succesvol ingevuld
Euronext is the first pan-European exchange, spanning Belgium, France, Ireland, the Netherlands, Portugal and the UK. Euronext unites marketplaces that date back as far as the start of the 17th century, and is designed to incorporate the individual strengths and assets of each market, combining heritage and forward-looking modernity. The portfolio of products, facilities and platforms covers the full range of market services, including the provision of market information, the development and operation of IT systems, and facilitating access to settlement and clearing facilities. Euronext’s portfolio of market services is ideally positioned to play a role in the future development of European markets.
Within Euronext the Euronext Market Services (EMS) team is the front line for Euronext Cash/Derivatives/Commodities and member on boarding and Corporate Actions with two operational centres in Amsterdam and Paris to ensure fair and orderly markets. Within EMS the Operational Client Services team is the face of Euronext’s operations to the customers. Its role is to ensure that all operational questions of customers get answered in an clear, ordered and timely way.
Operational Client Services is the centre of handling Euronext customers and therefor the client journey has recently been re-examined. This has resulted is a further simplification of the customer process and an even more solid anchoring of the customer relationship. Within the Operational Client Services team Euronext is currently seeking for a: Head of Operational Client Services
Position
The Head of Operational Client Services makes sure that his/her team provides an excellent customer service to all Euronext members and partnering software vendors / service providers. The members of the team are working together in a (virtual) team of Operational Client Relationship Officers from Amsterdam & Paris.
Main tasks:
- Manage a team of 11 professionals locates in Amsterdam & Paris
- Be responsible to further develop and simplify the client journey and strive for a further personalized relationship
- As head of the OSC team make sure that the team is the central point of contact of an allocated group of clients on operational matters.
- Ensures the efficient functioning of the team, such that resources, shifts and rotations/back up are managed effectively. Anticipation of resources constraints through proper planning
- Participating in key meetings: GO / NO GO, projects mainly IT related committees to cover client readiness
- Participating in cross departmental projects with a tactical and/or strategical scope
Background
- 10 years + experience in one or more of the following: client support services, market operations in an exchange, trading venue or market participant
- Master’s degree in finance or engineering & knowledge of financial markets is essentialexcellent management skills with ability to manage a virtual team to achieve a common goal by securing empowerment of resources and control on the quality of the service delivery
- Ability to build and continuously improve a new team
- Excellent structure, rigor and analytical skills and ability to think conceptually
- Good organizational skills and able to work under pressure and to tight deadlines
- High standards of service delivery to clients and ability to create strong relationships
- Strong verbal communication skills both internally and externally, excellent command of spoken and written English.
- Capable of understanding and interpreting a new subjects or issues raised by clients
- Attention to detail while having the ability to see the big picture and have the right level of flexibility
- Proactive attitude and ability to find one’s way in the organization to get answers
- Integrity and confidentiality are key requirements for this role
- Good organizational skills and able to work under pressure and to tight deadlines
- Team player
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