Job title: Relationship & Service Manager

Corporate Title: Vice President

Division: Instinet

Location: Hong Kong

Licensed Role: No

About Instinet

As the agency-model execution services arm of the Nomura Group, Instinet Incorporated subsidiaries provide brokerage and technology services to clients in over 65 markets around the world. Through its advanced suite of electronic trading strategies, experienced high-touch trading group, top-ranked Commission Management services, award-winning desktop trading platform, and unparalleled access to insightful analytics, content and unique liquidity, Instinet helps institutions lower overall trading costs and ultimately improve investment performance. Over the course of its 50+ year history, Instinet has introduced a range of now industry-standard trading technologies, and has been an innovator at the forefront of the market's evolution. For more information, please visit www.instinet.com.

Responsibilities:

Day to day the role with consist of:

Ongoing Product Service

• Correspond with ITS clients on a day-to-day basis on all aspects of product service. i.e. building client environments, add-hoc requests, support inquiries, etc.
• Provide ongoing training and notification of product updates to ITS clients
• Liaise directly with Instinet support teams (CSC, TSS, FIX Implementations) on all support
• Prompt and clear follow-through to all client issues and inquiries.

Product Solutions

• 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.

Continued Onboarding and Environment Management

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

Required Skillset:

Product Knowledge Focus

• A broad knowledge base of all products offered to an ITS customer.
• Keen understanding of competitive landscape, and where ITS products fall within the broader industry.
• A high competency level around Instinet’s technology stack and the integral components that entail the offered products.

Client Service Mindset

• A core belief that a highly successful service model is the key to client satisfaction and retention.
• A focus on understanding the crux of a client’s issue to provide a relevant and meaningful solution.
• A differentiated service model that is tailored for a personal experience within known and dedicated solutions managers for each client.

Detail and Process Driven

• Develop, follow, and adhere to new processes that will streamline the ITS business, implementation cycle, and client experience.
• Acute attention to detail in all facets of our responsibilities from requirement gathering, implementation, and delivering a solution.

Nomura Leadership Behaviours

• Explore Insights & Vision: Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.

• Making Strategic Decisions: Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.

• Inspire Entrepreneurship in People: Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.

• Elevate Organizational Capability: Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.

• Inclusion: Respect DEI, foster a culture of psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).
  
  
  

Diversity Statement

Nomura is committed to an employment policy of equal opportunities and is fundamentally opposed to any less favourable treatment accorded to existing or potential members of staff on the grounds of race, creed, colour, nationality, disability, marital status, pregnancy, gender, or sexual orientation.

DISCLAIMER: This Job Description is for reference only, and whilst this is intended to be an accurate reflection of the current job, it is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. The management reserves the right to revise the job and may, at his or her discretion, assign or reassign duties and responsibilities to this job at any time.

Nomura is an Equal Opportunity Employer