Job Description

The CSS Onboarding Officer will be responsible to perform client onboarding functions for Custody and Third party accounts across various products supporting all regions in Hyderabad/Bangalore, India. Lead and drive projects and initiatives that support or enhance onboarding and client experience. The role will work closely with the Client Onboarding teams, Relationship Managers, Trading, Legal, Credit and Operations teams to facilitate the onboarding process.

• Oversee and manage client onboarding team and serve as the initial point of escalation
• Act as a key point of contact for client management, Sales and other internal teams to ensure appropriate prioritization, high level of support and timely resolution of onboarding items
• Monitor KPIs and KRIs to ensure a high level of service
• Address unique and challenging Onboarding situations
• Identify solutions for implementing Client requirements associated with Global Markets products, systems and processes
• Ensure that all the teams are meeting their respective SLAs
• Maintain strong working relationships with all key stakeholders both internal and external teams
• Resolve and escalate specific requests and systematic issues proactively and timely
• Provide trainings and improve knowledge levels and enhance team skillset to provide client service and support
• Coordinate internal and external Audit/Compliance reviews
• Perform periodic system access reviews
• Work with the teams to design a business continuity plan
• Conduct monthly check-ins and performance discussions with all the team members on a regular basis
• Responsible for the day to day operations and service levels of the Global Markets Onboarding Teams in India.
• Assure funds/accounts have been accurately set up in all necessary systems
• Resolution of any onboarding issues and managing escalations
• Adhering to established procedures and controls; monitors and resolves pending and aged onboarding items
• Interact with Sales, traders, internal teams, and counterparts regarding discrepancies if any
• Ensure that your team meets the agreed SLA, KPI and KRI and evidence of the same documented every day.
• Demonstrate effective communication skills (written and verbal) \xe2\x80\x93 ensuring key stakeholders are regularly appraised on progress relative to milestones
• Understand front to back onboarding process and contribute to any process improvement ideas
• Ensure that all staff adheres to the expected SSGM Code of Conduct.
• Demonstrates flexibility and effectiveness with changing environments, tasks, responsibilities & people.

State Street