High Priority Client Analyst

Job Description

The Senior Analyst, US Fixed Income, High Priority Client Services is responsible for delivering timely, accurate, and responsive operational support to the business’s high-priority and strategically important clients. The role serves as a key operational point of contact for client transactions, inquiries, settlement exceptions, and service-related escalations. The Senior Analyst supports the accurate settlement and recording of securities, derivatives, foreign exchange, and money market transactions. Responsibilities may include pre-settlement and post-settlement support, cash management, confirmations, margin, collateral, reconciliations, account-related activities, and other specialized operational processes. This individual works closely with clients, trading and sales partners, internal operations teams, technology groups, custodians, agents, vendors, and other stakeholders to facilitate issue resolution and maintain a consistent, high-quality client experience. The Senior Analyst is expected to exercise sound judgment, independently manage complex or non-routine situations, and escalate matters appropriately when client impact, financial exposure, regulatory requirements, or operational risk warrant senior management involvement. Key Accountabilities High Priority Client Service

• Provide dedicated operational support for high-priority clients, acting as a primary point of contact for transaction inquiries, settlement concerns, service requests, and operational escalations.

• Develop a detailed understanding of assigned clients, including their products, transaction flows, service expectations, operational dependencies, and recurring issues.

• Coordinate across internal and external stakeholders to provide timely, accurate, and consistent responses to both standard and non-standard client inquiries.

• Manage client-impacting issues from identification through resolution, maintaining clear communication and appropriate escalation throughout the issue lifecycle.

• Establish and maintain effective relationships with clients and internal business partners to support service delivery expectations and broader business objectives.

• Identify recurring client concerns, service gaps, and process inefficiencies, and provide recommendations that improve the client experience.

• Balance client responsiveness with the Bank’s operational, financial, regulatory, and risk-management requirements.

• Provide clear status updates on significant exceptions, including the issue, client impact, current owner, required actions, escalation path, and expected resolution.

• Support client onboarding, account changes, new products, and changes in client activity by coordinating operational readiness and stakeholder alignment.

• Help ensure that high-priority client requests are appropriately prioritized without compromising control execution or service to other clients. Settlement and Transaction Support

• Support the timely and accurate settlement of US Fixed Income and related transactions.

• Monitor pre-settlement and post-settlement activity to identify potential discrepancies, failed transactions, cash differences, documentation issues, and other exceptions that could affect clients.

• Research and resolve complex settlement or transaction discrepancies in accordance with Bank and industry standards.

• Verify that transaction activity is accurately captured in the Bank’s books and records.

• Perform or support account-opening, confirmation, cash-management, margin, collateral, audit, and reconciliation activities, as applicable to the assigned business.

• Work with internal processing teams, counterparties, custodians, agents, and other external parties to resolve settlement and payment issues.

• Prioritize transactions and exceptions based on client importance, financial exposure, market deadlines, regulatory obligations, and operational risk.

• Evaluate requests requiring exceptions and engage management or the appropriate control function when necessary.

• Serve as an experienced problem-solving resource and provide primary backup coverage for team members, as required. Risk, Controls, and Regulatory Compliance

• Execute assigned processes in accordance with documented policies, procedures, controls, and service-level agreements.

• Check and reconcile transaction information and supporting documentation to confirm accuracy, completeness, and appropriate processing.

• Maintain awareness of the operational and regulatory risks associated with supported products and processes.

• Take appropriate action when discrepancies, control concerns, or potential regulatory issues are identified.

• Escalate unresolved exceptions, control failures, aged items, or material client-impacting issues through established governance channels.

• Support internal and external audits, control reviews, regulatory inquiries, and evidence requests, as applicable.

• Maintain complete and accurate records of material inquiries, decisions, escalations, approvals, and issue-resolution activities.

• Ensure that client service decisions remain consistent with applicable Bank policies, industry standards, and regulatory obligations.

Issue Management and Escalation

• Independently analyze complex, non-routine, or time-sensitive client and transaction issues.

• Determine the appropriate resolution path by assessing client impact, settlement deadlines, financial exposure, control requirements, and available alternatives.

• Coordinate issue resolution across multiple teams and maintain accountability until the matter is resolved or formally transferred to the appropriate owner.

• Escalate situations requiring management decisions, policy exceptions, additional authority, or cross-functional intervention.

• Identify root causes and recommend corrective actions to reduce repeated incidents.

• Provide management with concise and decision-useful information regarding significant client issues, operational trends, and unresolved risks.

• Support post-incident reviews and the implementation of sustainable remediation measures. Process Improvement and Change Support

• Analyze client inquiries, transaction exceptions, service metrics, and operational data to identify trends and improvement opportunities.

• Recommend process, system, reporting, or control enhancements that improve service quality, processing efficiency, and operational resilience.

• Participate in the planning, testing, implementation, and sustainment of new processes, systems, products, and operational changes.

• Support strategic initiatives in collaboration with business, technology, risk, operations, and external stakeholders.

• Assist with readiness assessments, stakeholder communications, implementation planning, and post-implementation evaluation.

• Integrate information from multiple sources to improve analysis, reporting, and decision-making.

• Contribute to the development of tools, procedures, reference materials, and training programs that support client service and operational performance. Team Support and Leadership

• Act as a subject-matter resource for less experienced team members.

• Provide guidance on complex client inquiries, settlement exceptions, operational procedures, and escalation requirements.

• Assist with workflow coordination and prioritization during high-volume periods or significant market events.

• Review work for quality and provide coaching or training where appropriate.

• Provide backup coverage for team members and the manager, as required.

• Promote collaboration, accountability, strong controls, and consistent service standards across the team.

• Share knowledge of client requirements, recurring issues, products, systems, and effective resolution practices.

Skills and Requirements

• Typically four to six years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Broadridge, BONY, DTC, Impact or ICI
• In-depth understanding of relevant operational systems and technology.
• In-depth knowledge of the supported business’s products, services, processes, and controls.
• In-depth understanding of applicable operational risk and regulatory requirements.
• Demonstrated experience supporting clients or business partners in a transaction-processing, capital markets, banking, or financial-services environment.
• Strong customer-service orientation, with the ability to manage high-priority and time-sensitive inquiries professionally.
• Strong analytical, investigative, and problem-solving capabilities.
• Ability to independently manage complex tasks and unique situations within established policies and controls.
• Strong prioritization and organizational skills, with the ability to manage multiple competing demands in a fast-paced environment.
• In-depth verbal and written communication skills.
• Strong collaboration, stakeholder-management, and influencing capabilities.
• Strong proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to use data and operational information to support recommendations and decisions.
• Technical proficiency developed through relevant education and business experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].