Client Service Specialist at Datafin Recruitment

ENVIRONMENT:

• A dynamic provider of cutting-edge Financial Security Services is seeking a Client Services Specialist who will serve as the custodian of the company brand and collaborates with the Head of Client Services to oversee the end-to-end client experience—from onboarding and account maintenance to issue resolution and relationship management.
• This role is responsible for maintaining and operationalizing master reference data, fostering team engagement, and ensuring service excellence across all client touchpoints.

DUTIES

Business Process & Planning

• Assist in implementing a consistent client experience for internal and external stakeholders.
• Design and conduct client surveys; implement plans to maintain excellent service levels.
• Lead collaborative dialogue with CSD Services, Collateral Services, Data Integration, Testing, Settlements, and other internal teams to plan yearly, monthly, and weekly client onboarding and resource needs.
• Manage competing priorities, provide explicit feedback, and set clear stakeholder expectations.
• Facilitate collection of business intelligence to identify seamless client experience touchpoints.
• Ensure active resource planning to support and enhance service capabilities.

Client Onboarding & Relationship Management

• Collaborate with Head of Client Services and internal stakeholders to execute client strategy and expand the client ecosystem.
• Own end-to-end client onboarding process with urgency, quality, and client retention focus.
• Proactively identify and mitigate risks during onboarding; ensure compliance with controls.
• Recommend and implement improvements to onboarding processes and client experience frameworks.
• Manage sensitive and confidential information per Company policy.
• Serve as the face of onboarding, maintaining exceptional people skills and a client-cantered approach.

Master Client & Reference Data Maintenance

• Take accountability for Client Reference Data creation and maintenance in Bank’s and Dynamics 365 (and other systems).
• Maintain client and reference data per market and regulatory standards.
• Identify, analyse, and escalate system issues to Change Control, IT, or relevant teams.
• Maintain client relationships (e.g., production issue logs, service reviews).
• Recommend process improvements related to master file administration and Dynamics 365.
• Ensure incident and change requests comply with change control processes.
• Coordinate and participate in Disaster Recovery and Business Continuity tests.
• Oversee master file management, ensuring clean and accurate client data to support strategic goals.

Current Client Management

• Demonstrate service excellence in accommodating client needs.
• Facilitate implementation plans to maintain service levels and corrective actions.
• Collaborate with stakeholders to provide outstanding, efficient client service.
• Proactively identify risks or challenges to ensure seamless client experience.
• Enable tools that enhance client experience within the group.
• Create reports for Client Service insights and stakeholder forums.
• Assist management in achieving goals through cost-effective, high-quality service delivery.

Stakeholder & Relationship Management

• Anticipate client needs and engage internal teams for timely support.
• Build and maintain strong relationships with clients and stakeholders.
• Ensure accurate implementation of agreements and manage client expectations.
• Contribute to a culture of rewarding relationships, feedback, and exceptional service.
• Ensure effective control and corporate governance.

Self-Management & Teamwork

• Develop productive, collaborative relationships with colleagues and stakeholders.
• Continuously develop professional and industry expertise.
• Contribute to innovation through idea development and implementation.
• Work proactively and independently with precision and accuracy.
• Take ownership of personal career development.

Financial Controls & Planning

• Identify and recommend data solutions to enhance operational efficiency.
• Provide input into risk identification and communicate recommendations to leadership.

REQUIREMENTS:

Minimum Qualifications & Experience

Education

• Grade 12 or equivalent.
• Relevant tertiary qualification.

Experience & Knowledge

• 3–5 years of experience in a Central Securities Depository (CSD) or financial market/services environment.
• Knowledge of CSD operating environment, products, and service offerings (e-Voting, CIS, OTC Derivatives, etc.).
• Experience analyzing client information and documentation to facilitate end-to-end client experience.
• Exceptional written and verbal communication skills.
• Strong time management and attention to detail.

Additional Requirements

• Prepared to work irregular hours, including after-hours, weekends, and holidays.
• Able to work under pressure and follow through on commitments in a timely manner.