Vacancies

Do you want to join our bright, inspiring, dedicated team and contribute towards our continued success? If so, please see our list of current openings below.

If you feel you have the skills we might need please email your CV and covering letter to: recruitment@calastone.com

Direct applications only, no agencies.

Application Support Analyst (Day and Night Shift)

Role Purpose

The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will have specific responsibility for Calastone’s production technology systems, for the on-boarding of clients and for the support of the QA team in testing of new code to enable new products, functionality and clients.

Key Responsibilities
• Proactively monitor the production services.
• Provide first line support to Calastone’s customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
• Work with, and communicate to, all customers and internal technical staff during implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.
• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice. An understanding of ITIL is beneficial.

Desired Knowledge & Experience
• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice. An understanding of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.
• Business Level written and spoken English skills essential, Mandarin is an advantage.

Person Specification
• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Attention to detail.
• Balanced individual able to critically appraise own strengths and weaknesses.
• An example setter by deed as well as words.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Flexible attitude and willingness to work alternative shift pattern, including night shift, should that be necessary (especially during training period).

A shift system is in operation

Software Engineer (Web)

Role Purpose
The software engineer will work within the Calastone Development Team supporting the development of existing and new web based products around our fund transaction system.

Key Responsibilities
• Develop and enhance current systems to assure a quality product and superior user experience
• Unit test new code to ensure that logic and syntax are correct and that the program results are accurate
• Conduct system and performance analysis to keep our systems current with changing technologies
• Document code consistently throughout the development process
• Maintain Calastone’s excellent reputation for high-quality service support and delivery
• Contribute to all aspects of general business improvement

Required Knowledge & Experience
• Strong Experience with the MEAN Stack (i.e. Mongo, Express, AngularJS and NodeJS) and the Grunt task runner and HTML and CSS
• Experience of Microsoft development tools, including Visual Studio and C# with ASP.MVC Core/.NET Core (cross platform .Net)
• Experience of JasmineJs for JS unit tests or similar
• Experience of data binding frameworks like knockout.js or similar
• Experience of Bootstrap, modernizr etc.
• Experience in a messaging or transactional environment e.g. Websphere MQ, MSMQ or RabbitMQ or similar for the transport of financial messages like Swift or FIX
• Proven practical knowledge and understanding of OO, design patterns, SOA and the Agile development method
• Knowledge in SQL Server, XML and XSLT
• Knowledge of mutual funds would be beneficial but not essential

Person Specification
• Able to add value in a fast moving team where the end goal is moving in response to demand
• Able to work with platform agnostic tools on Windows or Ubuntu
• Able to take an underlying framework and present it with web technologies in a compelling and intuitive way
• Enthusiastic and proactive self-starter with a strong work ethic
• Able to see ways to simplify when faced with complexity
• Effective inter-personal and communication skills and the ability to interact professionally with a diverse group of clients and staff
• A team player in multi-disciplined and distributed environment
• Exhibits the highest levels of professionalism, honesty and integrity
• Willing to pursue a problem through to root cause identification
• Attention to detail

Production Application Support engineer (Swift Specific)

Role Purpose

To administer maintain and deploy production services, specifically swift messaging infrastructure and applications.

Candidate

The individual must have current experience in administering, operation and deployment of a production Swift environment SNL, SAG and Alliance Access in a financial environment. Candidates must be experienced with all areas of Swift application technical administration, which include RMA, pki certificates maintenance, messages archiving & backups, monitoring logs and daily checks. Technical administration and support of WebSphere MQ, Crest GUI and CRNet via Swift, highly desirable.

The right person for this role, must be an all-round technologist, with a healthy appetite for learning new technologies and pitching in when and where required. They have a background spanning Windows Server and, Active Directory administration, networking, including firewalls, routers and switches, virtualization technologies, specifically VMWare. They will have experience of working with agile teams and cope well within an accelerated growth environment.

Key Responsibilities

• Maintain SWIFT’s shared infrastructure partner accreditations.
• Support Administration & development of SWIFT core infrastructure and applications
• Assist with new client on boarding implementations.
• Manage 3rd party implementations of technical solutions within managed Hosted data centres.
• Maintain Collaboration tools responsibly.
• Maintain ticketing tools responsibly.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.

Required Knowledge & Experience – Must have

• 3 to 5 years’ production application support in financial sector.
• 3 years supporting SWIFT (SAA/SAG configuration).
• Crest Gui, CREST, IBM WebSphere MQ
• Window servers & Active directory
• Excellent written and spoken English.
• Shift & Weekend working.

Skills \ Experience – Must have

• Hands on SWIFT 7.x SNL/SAG/SAA/SWP support and administration
• SWIFT – Troubleshooting 15022 & 20022 messaging formats, RMA, Swift VPN, SNL, SAG, HSM.
• Crest SAA (CRNet) Crest Gui.

Skills \ Experience – Should have

• Achieved SWIFT 7.x technical certification.
• IBM MQ 7.x + support and administration.
• Connect:Direct File Transfer support and administration
• Citrix XenApps support and administration
• Secure FTP File Transfer support and administration
• Management of relationships with third parties and suppliers

Skills \ Experience – Would be desirable to have

• Administration & Troubleshooting Microsoft Operating systems, Windows Domains and Active Directory.
• Server Virtualisation Technologies VMWare.
• Alerting, monitoring and management of systems.
• Good understanding of Networking technologies and topologies,
• Antivirus Software

Person Specification

• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Attention to detail.
• Balanced individual able to critically appraise own strengths and weaknesses.
• Clear and precise when communicating with others both written and oral.
• Ability to stay focused and work extended hours to see a technical issue is resolved.
• Ability to work evenings and weekends as required.

Project Manager

Role Purpose

Reporting to the Program Manager, this role will be responsible for successfully assisting delivering projects across the entire organisation. The role will be responsible for tying together the various activities involved in delivering new products to market and for delivering key elements in support of Calastone’s commercial plan. The Project Manager will manage, report and where required remediate the various work streams associated with Calastone’s delivery, marketing and commercial teams.

The role will involve detailed planning and reporting activities with other activities as required to deliver projects successfully.

Key Responsibilities

• Assist in ensure projects are appropriately scoped and approved.
• Undertake (or facilitate the undertaking of) relevant and appropriate analysis for projects and supporting this with management information.
• Implement defined projects as agreed with the Head of Operations and ensure that deliverables are scalable and replicable.
• Work with internal teams to ensure that outputs are delivered on time, within budget and are fit for purpose.
• Set milestones and produce KPIs on project progress to support reporting, management review and for exception reporting.
• Ensure that risks, issues and actions are appropriately documented, tracked and where appropriate escalated.
• Understand and delegate clearly defined work packages to assigned analysts and assist in any subsequent troubleshooting.

Required Knowledge & Experience

The role holder will be expected to have project management experience within Financial Services: experience in the financial industry is essential.

The role holder will display an outcome oriented approach and have an understanding and proven record of delivery.

A grasp of data modelling techniques, message transformation and exposure to industry standard messaging protocols would be a significant positive. Knowledge of best practice industry methodologies would be advantageous.

Person Specification

• Ability to positively direct colleagues when resolving issues.
• Team player in multi-disciplined, technology, industry, regulatory and   analytical-biased environment.
• Passionate about quality.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Flexible attitude and entrepreneurial approach.
• Strong work ethic and willingness to work additional hours where required.

Client Relationship Analyst (Asia)

Role Purpose

The Client Relationship Analyst (CRA) will be a key member of the Asian team within Calastone as we build our presence in Asia, grow our client base and expand our product range. This role will have specific responsibility for the daily management of our Asian based clients (Banks, fund platforms, Securities firms, Insurance companies, Master agents, fund managers and transfer agents).

To this end, the CRA will focus on the day-to-day management and expansion of our customer base with the prime responsibility of increasing message volumes, identifying new business opportunities and cross-selling new services.

Key Responsibilities

• The Client Relationship Analyst will be expected to maintain and strengthen relationships with a large portfolio of existing clients;
• Providing daily business support to our Asian client base
• Create and identify new business and Cross-selling opportunities with existing clients
• Organise regular business and account review meetings with key customers
• Work closely with Operations and Client Delivery team to assist clients in their onboarding process (from project to go-live)
• Develop strong working relationships with all internal and external stakeholders;
• Provide EMS training and “demo” to customers and prospects
• Accurate recording and reporting on client activity and progress via Saleforce;
• Coordination and attendance at regular networking functions and workshops, ensuring events are in line with company standards;
• Work with Operations, Sales, Product management and Finance Departments to communicate clients' needs and report company activity back to clients;
• Engage in marketing and public relations activity;
• Assist Client Relationship Manager and Managing Director in new sales process.

Required Knowledge & Experience

• Proven experience in a client facing role
• Ability to confidently interact at all levels within client organisations
• Ability to identify key decision makers, preparing and delivering presentations
• Planning, reporting, setting objectives and project coordination
• Good knowledge of securities transactions processing
• Understanding of the actors and the interaction within the investment funds market
• Knowledge of investment funds trade and post trade processing;

Person Specification

This role is broad-based in nature and we are looking for a good match to the following criteria:

• Articulate and able to communicate fluently in written and spoken Mandarin, Cantonese & English
• A proactive self-starter and hard worker
• Good team player but needs to be self-sufficient
• Needs to be able to hold their corner and to be able to deal with a spirited work environment
• IT literate
• Strong organizational skills are essential
• Around 25% business travel will be required.

Director Sales (Asia)

Role Purpose

The Sales Director is a key role and will be responsible for identifying and landing key new business leads in order to deliver agreed revenue and sales KPI’s within his/ her remit. The role requires collaboration internally and externally to the organization working within a team to proactively manage a pipeline of opportunities.

Key Responsibilities

• Work as part of the existing team to expand market coverage and onboard new clients/ sales partners to deliver revenues according to agreed KPIs/revenue targets.
• Identify and manage opportunities for networking across different industries to identify new business leads.
• Provide up-to-date product and industry knowledge as well as organisational updates both internally and externally, as appropriate.
• Engage and feed into business development plans for new products and services, planned upgrades and content for the external and Production websites, marketing campaigns and public relations activities as appropriate.
• Coordinate and attend conferences, networking functions, workshops and user groups that are aligned with corporate and/or regional strategies. Ensure best representation of the Calastone brand in dealing with clients and any other external parties.
• Adhere to firm processes and procedures at all times, including maintaining clear, detailed and timely records in Salesforce, ensuring pipeline volume, conversion rate, revenue and customer yields are in line with targets.
• Establish and maintain excellent internal working relationships with other business functions within Calasatone eg Marketing, Legal, Finance and Operations.
• Comply with relevant statutory and regulatory requirements at all times.
• Provide guidance and mentorship to less experienced colleagues if/as required.

Required Qualifications, Knowledge & Experience

• Exceptional understanding of the mutual funds, ETF and pensions industries, including operational background in fund trading.
• Strong comprehension of the roles of industry participants, such as distributors, fund managers, service providers and custodians.
• Technical interest in order to readily acquire strong knowledge of record-keeping, settlement and product trading systems such as Calastone’s product lineup.
• Demonstrated success in Client Relationship, Sales and/or Strategic Product roles.
• Experience and understanding of delivering against agreed Revenue and Sales targets, as well as Operating and Product budgets.
• Experienced and impactful presenter, as well as self-sufficiency with MS Office (Excel, Word, and PowerPoint).
• Have established relationships within the Chinese banking sector

Person Specification

This role requires collaboration and will suit an individual who thrives on client interaction and driving towards sales targets and ambitions. To be successful the role holder will need to be/have:

• A strong relationship builder, with sound interpersonal skills to work effectively with prospective clients at all levels of an organisation as well as colleagues internally, as a true team player.
• A polished communicator, with good personal impact who is able to present the business, including technology and strategic business concepts to prospective clients appropriately, and influence the key decision makers.
• Able to deal easily with ambiguity and rapidly changing situations and contexts – must be a self-starter and pro-active individual who can work with minimal guidance.
• Entrepreneurial in spirit but works with and advocates corporate discipline (i.e. delivery of KPIs/client service framework etc.) Strong focus and organisation skills.
• An individual who operates with a high level of honesty and integrity at all times.
• Articulate and able to communicate well in written and spoken English – Mandarin Chinese would be an asset
• A proactive approach to managing themselves
• Previous experience of establishing and maintaining successful relationships in the Chinese banking sector.

1st Line Desktop Support Engineer

Role Purpose

Calastone is currently recruiting for a highly skilled and self-motivated 1st Line Desktop Support Engineer to join a talented Infrastructure team to work on desktop implementation and hardware support. The role will mainly support Windows products and provide 1st lines fixes on a wide range of corporate IT areas.

Working as part of a busy team, the 1st Line Desktop Support Engineer will also support moves, adds and changes as well as new infrastructure installations on a diverse range of systems including desktop PCs and peripherals, laptops, infrastructure, video-conferencing and portable devices. The 1st Line Desktop Support Engineer will mostly work from BAU, walk ups and supporting the infrastructure team in its day to day IT work.

This is a varied and demanding role where the majority of work is time critical and without the support of Desktop Support Engineers, projects would not be completed on time.

Key responsibilities will include:

• 1st Line Support with some exposure to 2nd line
• To install Windows and Office applications to users and others as needed and to provide support on these applications on a daily basis
• To administer the Active Directory as required
• To administer the Microsoft Exchange as required
• Ensure antivirus is up-to-date
• To provide first line with some second line support on BAU and walk-ups
• To set up the hardware, software and telecoms for new users and be involved in orchestrating any desk moves
• To undertake user administration and housekeeping such as resetting passwords, creating documentation etc.
• Liaison with external parties when required
• To undertake maintenance of hardware including PCs, laptops and printers
• To ensure the meeting/conference rooms are kept tidy without issues, ensuring video-conferencing endpoints and infrastructure cabling works
• To ensure support colleagues are kept aware of any issues throughout the shift
• Provide regular and reliable updates to the team leader on task progression and closure
• Supporting VIP’s
• Supporting Users from other office around the world.

Candidate Profile:

• We are looking for an enthusiastic individual who enjoys working in a team environment.
• You will have strong hands-on experience of working in a desktop support environment
• Excellent customer facing and interpersonal skills
• Self-motivated and able to act on their own initiative, knowing when it is appropriate to seek guidance
• Ability to work under pressure and to tight deadlines
• Good understanding of current IT hardware technologies and software
• Great problem solving using a range of sources and methods; suggesting innovative and creative solutions
• Experience supporting remote access solutions
• Excellent with Windows Operating System from Win 7 to Windows 10
• Have basic knowledge of Windows Server 2008 to 2016
• Used server virtualisation tech for example VMware
• Understanding and use of TCP/IP protocols.

QA Engineer

Role Purpose

The person in this role will report to the Global Quality Assurance Manager and be a full time senior member of the Global Quality Assurance team, which has specific responsibility for fully testing the code and configuration releases prior to deployment into the UAT and live environments. The QA Engineer will be responsible for the testing of software produced by Calastone’s development team prior to delivery of code into production and to the business team for end-to-end UAT with the client. This will entail working closely with development, business analysts and operations teams as well as the other members of the QA team.

As a senior member of the QA team, the person will be expected to mentor and oversee the work of other permanent and non-permanent QA testers.

This role will entail utilising both manual and automated testing methods. The ability to understand and gain knowledge of the technical environment as well as client appreciation will be the key to success in this role.

A key deliverable of this role will be the delivery and accurate ongoing maintenance of testing tools, processes and reporting, leading to increased stability of the production systems. Input into QA automation testing will be a component of this role.

Key Responsibilities:

• Functional and Regression testing of all code and configuration changes.
• Liaise with Development, Production and Business Analysts to understand technical change, their priorities and testing requirements.
• Day-to-day 1st line diagnosis of issues occurring in the test environment.
• Set up and maintain the QA environments including pre-production environments
• Preparation of test scripts, UAT and production handover documentation.
• Documentation of QA processes, practices & buildout of the QA knowledge database.
• Mentor and oversee the work of other QA testers, with potential for future direct repots.
• Work with the Development team to identify, catalogue and eradicate any bugs/unexpected behaviours.
• Create, disseminate and explain release notes to the business analysts and production staff.
• Work with the Production and Development teams to develop release scripts.
• Manage outstanding issues with Development, prioritise, report and trend analyse.
• Maintain Calastone’s reputation for high-quality project delivery.

Required Knowledge & Experience:

• Between 3 and 5 years of experience in a client facing, ideally financial environment.
• Minimum 5 years of experience in Quality Assurance or Software Testing roles.
• Experience of testing tools and testing processes, both manual and automated.
• Strong knowledge of the European Mutual Funds market an advantage.
• Familiar with electronic message standards such as FIX and SWIFT an advantage.
• Extensive experience of QA tools, processes and message structures such as xml
• Proficient in Microsoft products, Word, Excel, and windows pc environment.
• Working understanding of Relational Databases, SQL & client server architecture.
• Confident and articulate communicator at both business and technical levels.
• Practical understanding of QA / Software Testing industry best practice standards.
• Understanding of Test Automation principals.
• ISTQB or equivalent Software Testing qualifications.
• Bachelor's degree in an IT related subject.

Person Specification:

• Ability to stay calm and focused under pressure.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Attention to detail.
• Balanced individual able to critically appraise own strengths and weaknesses.
• Clear and precise when communicating with others both written and oral.
• Good analytical and problem-solving skills.
• Ability to multi-task.
• Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.
• Must be flexible and willing to work occasional extra hours when the work demands this.
• A delivery-focused approach to work and the ability to work without micromanagement.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Ability to coach others with potential to manage direct reports.
• A second language would be an advantage.

SQL Developer DBA

Role Purpose

We are looking for candidates who have both SQL Server development and DBA skills.

The successful candidate will have at least 3-5 years of hands-on experience with SQL Server database administration and practical experience with relational database design, development and architecture. Responsibilities will include supporting and troubleshooting an existing SQL Server environment, which includes query optimization, performing capacity planning and database backup and recovery. Additional responsibilities will include generating and maintaining advanced SQL stored procedures and ETL processes based upon application development and reporting needs.

Main Responsibilities:

• Develop and optimize advanced SQL Queries, including stored procedures using techniques such as common table expressions, table valued parameters, SQL Server functions and robust error handling
• Design and manage Data Import / Export processes and procedures using SQL Server Integration Services
• Help with the design of data models for efficient data access, reporting, and data validation during design and construction phases
• Query performance monitoring and tuning of databases and database server environments
• Work with key stakeholders as necessary to support BI reporting
• Administering multiple SQL Server instances on Windows/Cloud platforms supporting business and data services applications
• Perform regular database consistency analysis, diagnosis of problems and repair
• Development and administration of error notification alerts
• Offering technical guidance for database design and performance tuning
• Contribute to all aspects of general business improvement
• Maintain Calastone’s reputation for high-quality service support and delivery
• Be part of the out of hours support for the operations team once suitably skilled.

Key Requirements:

• Expert knowledge and experience on SQL Server SQL programming (TSQL, store procedures)
• Expert knowledge and experience on SQL Reporting Services and Integration Services
• Prior experience on SQL Server administration (ideally on SQL 2014/SQL 2016)
• Good knowledge of database development methodologies, techniques and tools
• Good knowledge of relational data modelling
• Prior experience with database and query performance tuning
• Prior experience working with data warehouse and other decision support databases
• Familiarity with ADO.NET and the .NET framework
• Demonstrated experience with troubleshooting and resolving technical problems
• Experience of working in highly transactional environment
• Experience of working in Power BI Reporting would be an advantage
• Knowledge of PostgreSQL server 9.x would be an advantage
• Knowledge of the .Net framework, C#
• Knowledge of cloud technologies
• General understanding of financial services, especially mutual funds desirable

Person Specification:

• Strong and effective inter-personal and communication skills and the ability to interact professionally with a diverse group of clients and staff.
• Enthusiastic and proactive self-starter
• Team player in multi-disciplined environment
• Strong work ethic and entrepreneurial approach
• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues
• Needs to be able to hold their corner and to be able to deal with a spirited work environment
• Passionate about quality and ‘getting it right’
• Highest levels of professionalism, honesty and integrity
• Willing to pursue a problem through to root cause identification
• Attention to detail
• Balanced individual able to critically appraise own strengths and development areas
• An example setter by deed as well as words
• Clear and precise when communicating with others both written and oral.

Software Engineer (Core)

Role Purpose

The core developer will be a key member of the development team within Calastone helping to introduce new products as well as supporting existing products on our fund transaction system.

Key Responsibilities:

• Design and develop programming systems making specific determinations about system performance.
• Conduct system analysis and development, with limited support from professional staff, to keep our systems current with changing technologies.
• Responsible for developing new programs and proofing the program to develop needed changes to assure production of a quality product.
• Write, edit, and debug new computer programs for assigned projects, including necessary records and desired output.
• Test new programs to ensure that logic and syntax are correct, and that program results are accurate; assists lower-level programmers with programming assignments.
• Document code consistently throughout the development process by listing a description of the program, special instructions, and any changes made in database tables on procedural, modular and database level.
• Review and repair legacy code.
• Ability to perform performance analysis and propose design improvements.
• Provide assistance to testers and support personnel as needed to determine system problems.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.
• The development team provide out-of-hours on-call support to the operations team on a rota basis, typically once every 6-8 weeks. The role holder would be invited to join this rota once suitably skilled.

Required Knowledge & Experience:

• Strong experience of Microsoft development tools, including Visual Studio, C# and SQL Server.
• Strong experience in a messaging / transactional environment.
• Strong experience in a Websphere MQ or equivalent messaging technology.
• Strong experience with multi-threaded / high concurrency systems.
• Strong experience in WCF.
• Experience in XML and familiarity with XSLT.
• Excellent practical knowledge and understanding of OO, enterprise design patterns, design principles and SOA.
• Strong experience in methodologies such as TDD and Agile development.
• Strong and effective inter-personal and communication skills and the ability to interact professionally with a diverse group of clients and staff.
• General understanding of financial services, especially mutual funds desirable.

Person Specification:

• Enthusiastic and proactive self-starter.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Attention to detail.
• Balanced individual able to critically appraise own strengths and weaknesses.
• An example setter by deed as well as words.
• Clear and precise when communicating with others both written and oral.

Client Relationship Manager

Role Purpose

The Client Relationship Manager is responsible for managing their assigned portfolio of UK accounts, retaining and growing revenue from existing customers.

High Level Objectives

• Retain existing client revenue by ensuring customer satisfaction through strong relationship management.
• Grow revenue in existing customers by fostering increased uptake of existing services (e.g. connecting to more fund managers for order routing) and up-selling of new services.
• Provide leads, introductions and reference customers to the sales team to facilitate revenue growth through new customers and new services.
• Provide accurate revenue forecasts and ensure revenue targets are met for each customer.
• Contribute to building the Calastone brand.

Key Responsibilities

• Client Relationship Management

o Maintain and strengthen relationships of a large portfolio of assigned existing tier 1 and tier 2 customers and key contacts at distributors, TAs, fund managers and service providers.
o Ensure smooth and efficient on-boarding of new customers and provision of new products to existing customers, working closely with both internal and external stakeholders.
o Draft and maintain an account plan for each customer for the year ahead to retain and grow revenue.
o Ensure salesforce is up to date for all customers, including:
 CRM Owner
 Key customer contacts
 Opportunities
 Planned Customer Interactions
 Current issues

• Internal Calastone Interaction

o Develop strong working relationships with all internal stakeholders to ensure customer satisfaction-
 Management – report and escalate issues as appropriate in a timely manner.
 Sales – supply leads, introductions and recommendations.
 Operations – communicate regularly to understand any operational issues affecting clients, feedback customer requirements and supply new links for increased use of existing services.
 Client Delivery – manage handover of customer projects and communicate regularly to manage customer issues/expectations throughout the lifecycle of each customer project.
 Marketing - feed into campaigns and assist with contacts/introductions/events.
 Legal – track and progress agreement and signature of all necessary legal documentation for customers to turn opportunities into revenue generating activities as quickly as possible.
 Finance – supply monthly revenue forecasts.
 Development – communication as necessary in relation to customer requirements.

• Business Development & Market Intelligence

o Identify and manage opportunities for networking across different industry groups to support the interests of Calastone customers.
o Provide up to date product and industry knowledge as well as organisational updates both internally and externally.
o Analyse industry news and available data to establish Calastone's market position and wider market trends.
o Coordinate and attend monthly networking functions, workshops and user groups, all ensuring events are in line with company strategy.

CRM Team Targets

• Delivery of monthly and annually forecast revenue for each customer.
• Accurate and timely reporting of all customer interactions.
• Attainment of the target customer interaction metrics.
• Monthly meetings with all tier 1 customer.
• Meetings at least quarterly with all tier 2 customers.
• Interaction at least monthly with all tier 2 customers.
• Timely follow up to all customer interactions.
• Timely response to all customer emails/calls/questions.

CRM Team Pre-requisites

• Ability to provide demos for all live Calastone products and services.
• Ability to prepare and deliver good quality presentations to customers as appropriate.
• Technical expertise/knowledge of the Calastone system, products and services.
• Good understanding of each customer’s Calastone history since go live as well as the customer’s own core business/role in the wider market.
• Good understanding of the Calastone business as well as the funds industry, fund trading and the role of industry participants, such as distributors, fund managers, service providers and custodians.

Person Specification

• An individual who operates with a high level of honesty and integrity at all times.
• Strong relationship builder.
• Strong focus and organisational capabilities.
• Strong communicator with the ability and personal impact to influence the key decision makers at customer organisations.
• Experience of managing and delivering on revenue targets.
• Entrepreneurial in spirit but works with and advocates corporate discipline.
• Articulate and able to communicate well in written and spoken English.
• Good level of IT skills.