Lead-Agency clearing

Lead – Client Margins & Payments Operations

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Department:

Cross-Asset Collateral & Risk Operations (CCR) | GBIS Operations

Role Overview

We are seeking a hands-on Operations Lead to manage client margin servicing and payment operations within the Agency Clearing business. This is a client-facing role with full end-to-end ownership, responsible for managing client payment instructions (receipts and payments), settlement execution, SSI governance, and escalation management.

The role is highly time-critical and risk-sensitive, requiring strong expertise in payments processing, client communication, and issue resolution. The successful candidate will ensure stable daily production, independently manage client escalations and complaints, and drive continuous improvement in controls, service quality, and operational resilience.

Key Responsibilities

• Receive, validate, and process client payment and receipt instructions with defined due-diligence controls
• Perform SSI validation and maintenance, ensuring accurate payment execution within cut-offs
• Act as the primary escalation point for client queries, payment issues, and service complaints
• Take full end-to-end ownership of payment incidents including investigation, RCA, and closure
• Ensure strict adherence to payment governance, approvals, and operational risk standards
• Monitor production quality against KPIs and KRIs and proactively escalate risks
• Drive process improvements, preventive controls, and automation initiatives
• Work closely with Client Coverage, Treasury, Front Office, and Onshore teams

Additional Lead-Level Payment Responsibilities

• Provide oversight on high-value and time-sensitive payments with zero tolerance for control breaches
• Maintain strong knowledge of SWIFT payment types (MT103 / MT202) and investigation workflows
• Ensure effective handling of failed, rejected, or misdirected payments including Nostro follow-ups
• Enforce dual-control, EOD reconciliation, and authorization disciplines
• Own and govern payment-related SOPs and escalation playbooks

Required Experience & Skills

• 8–12 years of experience in Investment Banking Operations with strong exposure to client margin servicing, payments, and client-facing operations
• Strong hands-on knowledge of payment processing, SWIFT messaging, and SSI management
• Proven experience handling client escalations and complaints end-to-end
• Ability to operate confidently in high-pressure, time-bound environments
• Strong ownership mindset, decision-making capability, and stakeholder management skills

Ideal Candidate

A client-focused operations leader who can independently manage daily production, confidently handle client escalations, and consistently deliver high-quality service while strengthening controls and processes.