Customer Onboarding Senior Associate

Customer Onboarding Coordinator

The purpose of the Customer Onboarding is to work with cross-functional teams across LCH and progress end to end onboarding activities fostering a positive and smooth onboarding experience for customers and ensuring maintenance of customer relationship during this process.

Responsibilities

1. Day-to-day Onboarding Coordinator

• Act as the day-to-day point of contact throughout Onboarding of customers.
• Hands on involvement in onboarding activities such as coordination with LCH departments, collate documentation, customer education, operational set-up as required.

2. End-to-End Onboarding Management

• Ensure a smooth transition to Digital Onboarding through Portal and SalesForce.
• Complete end to end case management in onboarding process for customers / third party providers.
• Conduct active coordination in the onboarding process with all LCH departments involved in the on-boarding process (i.e. Credit Risk, KYC central, Legal & Compliance team with E2E case management)
• Progress collection of documentation and ensure all documents have been appropriately signed, registered internally as well as exchanged with various partners.
• Maintain customers' records and documentation of processes.
• Ensure the member is assisted during the onboarding process in submission/ change of status and / or resignation.
• Monitor operational and technical set-up, as required.

3. Testing and Go-Live Support

• Support customers during testing and "go-live" in production.
• Interact regularly with IT, Operations and Collateral Operations teams to ensure smooth flow.

4. Customer Education / Training

• Prepare training materials and educate the member on service offering.
• Support, as required, with coordination on SME delivered training to customers regarding how to use the clearing service as well as answer questions.

5. Annual Requirements

• Perform Due Diligence checks on Customers are appropriately conducted along with annual checks.
• Handle Due Diligence requests on LCH SA coming from Customers.
• Handle any other Customer Annual Requirements (Credit, Compliance, Contacts)

6. Procedures and Reporting

• Tracking the overall status and reporting to Business Lines and Sales Product Specialists.
• Assist the member during the onboarding process in submission/ change of status and / or resignation.
• Coordinate and participate in operational and technical set-up, as required.
• Responsible for maintaining and upgrading the Membership spreadsheet when new projects / offer is delivered whilst ensuring team leaders are kept in the loop.

7. Customers' Static Data Management

• Ensure customer static data is accurate and stored in Salesforce.
• Generate reports from Salesforce for regulatory reporting purposes on monthly basis.
• Generate crisis report from Salesforce for default management and fire drills.
• Participate in Fire Drill and Default Management (produce crisis overview, provide input for customer position transfers, lead communication and interactions with Customers, publication on the website)

Experience

• Experience in customer services, onboarding or a similar role / Certification in customer relations, customer services, or similar.
• Experience in the Financial / Banking sector ideally in regulated markets
• Good knowledge of Clearing industry in terms of product and process
• Experience with working in projects (Business and IT)
• Experience in team working but also ability to undertake direct actions
• Experience in Onboarding, Relationship Management or customer facing roles
• Experience with giving presentations in both French and English
• Good research, analysis, and presentation skills
• Track record of building and monitoring long-term relationships
• Able to mobilise internal resources to address key issues
• Capacity to handle high profile customer claims
• Working experience in an international environment

Skills

• Strong digital literacy; Experienced in using tools i.e. Excel, PowerPoint, MSP and CRM tools (Salesforce)
• Strong customer service skills
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Excellent multitasking skills
• Strong organizational skills
• Ability to lead and motivate others
• Strong analytical skills
• Ability to work well in a team environment
• Fluent in French and English

Career Stage: Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.