VP, Relationship & Service Manager, AeJ

Department Overview

Instinet Technology Solutions (ITS) is a global partner for buy-side and sell-side trading organizations that don’t want to compromise – on insight, performance, customization, or the long-term benefits and value they get for their technology investment. To meet these core objectives, ITS provides flexible front-end trading workflow platforms, complete trade cycle analytics, automated trading solutions, low-latency global market access, and streamlined middle- and back-office processing. Because every organization has unique needs and objectives, we make these available as a tailored, end-to-end outsourced solution or as individual capabilities that integrate seamlessly into our clients’ workflow and technology.

Role Description

Reporting to the Lead Relationship and Service Manager, the Relationship & Service Manager will be responsible for fostering strong relationships with clients, understanding their needs, and ensuring the successful delivery of Information Technology Services (ITS).

You will correspond with ITS clients on a day-to-day basis on all aspects of product service. i.e. building client environments, add-hoc requests, and support inquiries. Providing ongoing training and notification of product updates to ITS clients, and liaising directly with Instinet support teams (CSC, TSS, FIX Implementations) on all support providing a prompt and clear follow-through to all client issues and inquiries.

Other Responsibilities:

• Post-sale coordination and implementation of client development requests with necessary product teams.
• Coordination with relationship managers as to the development effort and cost for any out-of-contract that needs to be put back to the client.
• Through knowledge base of product offering and capabilities, make use of all existing product features to provide meaningful solutions to client problems. 

• Management of all client/s related FIX requests, both inbound and outbound.
• Upkeep of client environments including Newport, TCA, System Owner creation, Midway, etc.

Requirements

• Bachelor’s Degree from an accredited University or equivalent experience.
• Minimum of 4 years’ experience in Financial Services Industry with a focus on client servicing and management, covering clients.
• Familiarity with FIX protocols and OMS systems.
• Service oriented mindset, understanding the crux of a client’s issue to provide a relevant and meaningful solution.
• Excellent problem-solving, project management, analytical and time management skills.
• Advanced communication and presentation abilities with a strong command of English. Additional language proficiency a plus.
• Strong team player with willingness to teach and learn from others.
• Entrepreneurial spirit with business-growth mindset.
• The highest ethical standards.