Company overview

Nomura is an Asia-based financial services group with an integrated global network spanning over 30 countries. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Retail, Asset Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com

Role Overview

The Client Experience Lead sits within the Global Client Account Management team (CAM) and is responsible for driving the global client experience agenda across our Global Markets franchise and embedding a culture of customer excellence.

Key Responsibilities

Responsibilities include, but are not limited to the following:

• Leading the global client experience agenda across EMEA, AeJ and the Americas
• Ensure that clients receive a consistent level of service aligned to the opportunity set and market best practice
• Support the development of strong client relationships by taking an active role, where applicable, with accounts across key lifecycle stages
• Partner with the CAM team, regional Sales CAOs and Corporate functions to deliver technological enhancements and operating model improvements that will enhance client experience
• Identify and understand operational challenges negatively impacting clients’ experience of Nomura and proactively work to address them in conjunction with account coverage teams
• Ensure that client issues are escalated in a timely manner to the relevant stakeholders, minimising impact to client experience and relationships
• Lead cross-regional and cross-functional forums to drive the client experience agenda and provide regular updates to global stakeholders on the progress of key initiatives
• Drive client experience surveys to benchmark internal performance and client satisfaction

General and Technical Skills

• 10+ years financial industry experience
• Proven track record in delivering improved client experience through related project management
• Ability to operate globally and manage complex stakeholder groups, delivering positive client outcomes
• Proficient in managing large data sets and creating impactful presentations for management meetings
• Confident presenting to all levels of the organisation, including senior stakeholders and management
• Build strong relationships with business stakeholders, sponsors, corporate counterparts and external partners
• Structured thinker who enjoys approaching varied problems with a pragmatic approach
• Strong focus on quality and excellent attention to detail.

Personal Attributes

• Self-starter who takes responsibility and encourages ownership
• Effectively syndicating support horizontally and vertically across the organisation
• Thorough understanding of the client lifecycle processes, including Onboarding and underperforming accounts
• Demonstrate an interest in, and understanding of, regulatory changes affecting the client lifecycle
• Confidence to challenge the status quo and suggest new ways of working
• Ability to multi-task and manage a complex book of work
• Strong communicator and client advocate
• Passionate about delivering process efficiencies and enhancing the global client experience
• Willing to learn new skills, confront unknowns and switch from strategic to deep analytics.

Key Stakeholders

• The Global Head of Global Client Account Management
• Senior Relationship Management
• Regional and Global Sales Heads
• Regional Sales CAOs and where appropriate, regional product COOs
• The Client Services Group and other client facing utilities.

Nomura competencies

Culture & Conduct

• Contributes to desired culture
• Aware of different values / styles
• Maintains own and holds others to high standards of behavior
• Seeks to develop
• Aware of impact of own strengths / weaknesses
• Learns from experience

 Client-Centricity & Business Acumen

• Demonstrates understanding of current market
• Anticipates client needs
• Pays attention to detail, synthesizes accurately
• Sees problems, recommends solutions

 Strategy & Innovation

• Articulates own contributions to divisional and firm-wide strategy
• Embraces and balances new / differing ways of thinking / working
• Makes decisions appropriate to their role, knows when and how to escalate
• Knows when / how to compromise
• Responds positively to changing needs and circumstances
• Is able to change direction quickly

 Leadership & Collaboration

• Proactively participates in own and others' performance year
• Assists in recruiting and on boarding new team members
• Gives credit to others for positive contributions
• Builds collaborative and productive working relationships
• Provides on-the-job training to colleagues
• Provides and listens to constructive, timely and specific feedback to resolve conflict

 Communication & Connectivity

• Adjusts communication style to suit topic / audience
• Balances listening / talking
• Communicates ideas and issues clearly and with consideration
• Questions to understand others’ views
• Is a proven and credible resource
• Builds internal network
• Willingly works with others to share information

 Execution & Delivery

• Maintains positive commitment to results
• Takes on challenging assignments
• Executes priority actions on-time
• Keeps stakeholders updated, manages expectations
• Persists when confronted with resistance
• Seeks, listens to and accepts feedback

Right to Work
The UK Government have taken steps to reduce net migration to the UK by limiting the number of overseas workers coming to the UK for employment. Please note that whilst we are able to consider applications from overseas workers from outside the UK (who require a Tier 2 Skilled Worker visa) we can only employ them if we can provide evidence that this is a genuine vacancy for a qualified role. 

Diversity & Inclusion

Nomura is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all our employees.

We do not discriminate on the basis of age, disability, gender identity and gender expression, pregnancy and maternity, marriage and civil partnership, race, religion or belief, sex or sexual orientation.

If you require any assistance or reasonable adjustments due to a disability or long-term health condition, please do not hesitate to contact us.