Client Service Product Support Specialist - PMS

Job Summary: 

The CS PMS Specialist provides expert support for Portfolio Management Systems (PMS). This role involves addressing complex client inquiries in EMEA timezone, collaborating with internal teams, and enhancing service delivery to ensure optimal solutions for clients and efficient workflow processes. This role sits as a specialist layer within the CWAN Client Service support structure, complementing the deep technical expertise of our sophisticated client base.  

Responsibilities: 

• Serve as a technical escalation from CSR inquiries across multiple asset classes and system functionality in the legacy Enfusion architecture, providing in-depth analysis and solutions to complex trading-related issues. 
• Collaborate with Level 1 personnel in the EMEA Asset Manager pod to identify and resolve discrepancies in trading data, P&L reports, and positions by performing advanced reconciliations and validations
• Investigate recurring issues to identify root causes, documenting findings and collaborating with SME teams to implement long-term fixes and process improvements.
• Deliver training programs for Level 1 support staff, Account Managers and SDMs focusing on advanced troubleshooting techniques and escalation procedures to enhance overall team performance.
• Facilitate communication between the SME’s, trading, operations, product management, and engineering teams to ensure cohesive resolution of escalated issues and accurate implementation of new feature
• Collaborate with appropriate SME & BA teams across the OMS/PMS test system enhancements, ensuring new features meet user needs and facilitate a smoother user experience for both clients and internal users.
• Client aligned in pod structure to be focussed on delivering the best client outcome to improve NPS/CSAT and client delight amongst within their designated pod.
• The specialist will have specific Mean Time to Acknowledge (MTTA) and Mean Time to Recover/Resolve (MTTR) productivity metrics to hit daily, understanding the complexities of specialist level queries resolutions times can vary. 
   

Required Skills:

• 3-5+ years of experience in client support for Order Execution Management Systems or Portfolio Management Systems. 
• Strong and deep understanding of financial instruments, Listed and Complex Swaps/Derivatives. 
• Outstanding analytical and problem-solving skills. 
• Outstanding communication and interpersonal skills, particularly in client-facing situations where clarity is key.  
• Prioritisation management in identifying ticket urgency.  
• Strong Intellectual curiosity for root cause analysis of problems and remedying these with optimal system solutions.  
• Demonstrates strong cross functional collaboration skills and works effectively with diverse teams to deliver the best client outcome. functional collaboration skills and works effectively with diverse teams‑functional collaboration skills and works effectively with diverse teams
• Strong sense of technical ownership to see issues through to completion

Education & Experience: 

• Bachelor’s degree in Finance, Accounting, Economics, Computer Science or a related field. 
• Prior Experience at an OMS/PMS in a similar role is desirable.  
•  Buy side operational and front office experience desirable. 
• Experience in a client-facing technical role is essential.