Euronext

Euronext is the leading pan-European market infrastructure, shaping capital markets for future generations. Its mission is to connect European economies to global capital markets, to accelerate innovation and sustainable growth. Euronext is located in eighteen countries across Europe, US, and Asia, with regulated exchanges in Belgium, France, Ireland, Italy, the Netherlands, Norway, and Portugal. The group has expanded organically and externally, with a revenue growing from €458 million in 2014 to €1.5 billion in 2022, with 2,200 employees and fifty-five nationalities.

With close to 1,900 listed issuers and around €6.5 trillion in market capitalisation as of end June 2023, it has an unmatched blue-chip franchise and a strong diverse domestic and international client base, as well as a large Tech companies’ community, Euronext Tech Leaders. Euronext closely accompanies corporates thanks to its pre-IPO programmes and a full suite of innovative corporate services. Euronext operates regulated and transparent equity and derivatives markets, one of Europe’s leading electronic fixed income trading markets and is the largest center for debt and funds listings in the world. Its total product offering includes Equities, FX, Exchange Traded Funds, Warrants & Certificates, Bonds, Power, Derivatives, Commodities, Advanced Data Services, and Indices.

The Group provides a European multi-asset clearing house through Euronext Clearing, and custody and settlement services through Euronext Securities central securities depositories in Denmark, Italy, Norway, and Portugal. Euronext also leverages its expertise in running markets by providing technology, corporate and data services to third parties.

Euronext is engaged in an ambitious ESG policy, translated into its “Fit for 1.5°” commitment to net zero, supported by SBTI approved targets.

Euronext Corporate Services

Euronext Corporate Services is at the core of Euronext’s Growth for Impact 2024 strategy. It has delivered €41m of revenue in 2022 and a growth over +23% CAGR between 2017 and 2022, being one of the most important growth engines of the Group. The team is composed of over 170 professionals across Europe. They help listed companies make the most effective use of capital markets and support private and public organisations run more efficiently.

Euronext Corporate Services already serves more than 4,500+ clients including over 1000 listed companies, private companies, advisors, and public organisations. Clients are located across all Euronext markets (Belgium, France, Italy, Ireland, Netherlands, Norway Portugal,) but also beyond (e.g., UK, Germany, Sweden, Denmark, Finland, Spain).

This unique and comprehensive value proposition is articulated around four main pillars:

• Governance: our board portal solution “iBabs” helps organisations to secure, organize and run board meetings more efficiently (save time preparing agendas and board packs, collaborate easily with annotations, voting, meeting summaries).
• Communication: we are the market leader in webinars and webcasts services for financial results, internal communication, marketing, and external communication with our solution Company Webcast. We help our clients to increase their visibility, engagement, and international coverage. We also provide flexible and customized market data components for Investor Relations websites of listed companies.
• Compliance: our ComplyLog products helps companies simplify their EU regulatory duties, speed up workflows and ensure compliance by automating the management of inside information and insider lists for both issuers and their professional advisors ensuring compliance with the European Market Abuse Regulation (MAR).
• Investor Relations: our advisory team provides high-touch advisory, ESG advisory, market intelligence and decision-making analytics for listed companies willing to be more active on capital markets. Our IR. Manager tool provides a complete and intuitive IR management and targeting platform for corporate IR teams to professionalize the workflow and engagement.

Euronext Corporate Services is a fully integrated division of Euronext, including all the resources to pursue its business activities: Revenue, Growth Marketing, Product & Innovation, Technology & Operations, Client Excellence and Transformation. It also relies on Euronext support functions to accompany its growth.

The team

Client Operations is a multilingual team, based in various locations throughout Europe, which delivers full operational support and training on the complete Euronext Corporate Services suite of products and services. The team operates the multi-level Service Desk support, specific product based client operations, as well as client onboarding and continuous training for all clients.

Role Summary

Work with clients to ensure all client queries, issues and requests are successfully managed and resolved. The Senior Client Operations Manager ensures that an excellent customer service is provided to all clients, partners and that all client’s escalations are managed on a timely basis. He/she is working together in a (virtual) team from various locations across the globe, working in co-operation with the Head of Client Services and the other Managers to deliver excellent and cost-efficient operational services.

Key accountabilities

• Drives the Client Operations team forward through continual review of best management practices, industry knowledge and leadership.
• Manage the Service Desk team and coordinate with other teams that are associated with client support operations.
• Operates in a “continuous improvement” manner with a constant search for cost efficiencies and operational excellence.
• Oversee the day-to-day activities and strengthen team routines to meet quantitative and qualitative objectives. Sets the team Key Performance Indicators and ensures compliance with Service Level Agreements.
• Manages client journey, training, quality assurance, testing and release management processes.
• Ensuring that all processes are thoroughly documented, consistently checked, and continuously improved.
• Conducting the collection and sharing of results from Service Desk and other operation performance reviews.
• Effectively developing and training the Client Operations team.
• Promoting Client Operations with senior management and working to ensure that it is properly viewed as a core business asset.

Knowledge, Personality, Skills and Experience Required

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the Client Operations team and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Effective communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote and to advocate for necessary resources, support, and appreciation for Client Services operations.
• A complete understanding of the organization’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team Fluent in English

Euronext Values

Unity

•        We respect and value the people we work with

•        We are unified through a common purpose

•        We embrace diversity and strive for inclusion

Integrity

•        We value transparency, communicate honestly and share information openly

•        We act with integrity in everything we do

•        We don’t hide our mistakes, and we learn from them

Agility

•        We act with a sense of urgency and decisiveness

•        We are adaptable, responsive and embrace change

•        We take smart risks

Energy

•        We are positively driven to make a difference and challenge the status quo

•        We focus on and encourage personal leadership

•        We motivate each other with our ambition

Accountability

•           We deliver maximum value to our customers and stakeholders

•           We take ownership and are accountable for the outcome

•           We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.