jse client communication session · adele hattingh koketso chipane ayanda ngcobo bradley kirton...

JSE Client Communication Session

21 October 2014

JSE Restructuring

October 2014

We need a structure that allows us to be more nimble and agile

Aim of JSE restructuring is to –

Horizontally integrate similar functions

Optimise structure to focus on clients

Build integrated operations environment & client services centre

Leverage sales and data-generating capacity

Centralise capital risk management functions

Centralise enterprise risk management functions

Free-up executive-level capacity to lead and respond appropriately to competitive

threats

Results in eleven person Exco (including CEO) with some existing Exco members

taking new roles outside of Exco

Structure Follows Strategy

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Marketing & Corporate

Affairs

Strategy & Public Policy

CEO

Issuer Regulation

Capital Markets

Post-Trade & Information

Services

Trading & Market Services

CIO

CFO

Human Resources

Governance, Risk &

Compliance

JohnBurke

Leanne Parsons

Donna Oosthuyse

Leila Fourie

NjabuloMashigo

AartiTakoordeen

Graeme Brookes

Siobhan Cleary

Nicky Newton-King

Zeona Jacobs

Riaan Van Wamelen

Market Data

Equity Bonds & Financial Derivatives Commodity Derivatives

Market Regulation

Legal

JSE Executive Committee Sep 2014

Post-Trade and Information Services Division

October 2014

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Post-Trade & Information

Services

Post-trade clearing operations & risk management across all products – equities, interest rates, derivatives, bonds & commodities Management of JSE Clear T+3, ITaC and new equity settlement model JSE Group default fund management & risk capital requirements Information Services Market Data including colo sales

Leila Fourie

JSE Executive Committee 2014

Market Data

Post-Trade and Information Services - Management Structure

LEILA FOURIE Director: Post-Trade and Information

Services

BRETT KOTZE Head of

Operations: Clearing & Settlement

TYRONE ARENDSE

Head: Change Delivery

JANNIE IMMELMAN

Head: Information

Services

TERENCE SAAYMAN Head: Risk

ANA FORSSMAN

Director: Market Data

ALEX COMNINOS

Business Owner: Integrated Clearing

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Post-Trade and Information Services - Full Divisional Structure: Functions

Business Manager: Sandra Lodder

LEILA FOURIE Director: Post-Trade and Information Services

BRETT KOTZE Operations: Clearing & Settlement

TYRONE ARENDSE

Change Delivery

JANNIE IMMELMAN

Information Services

TERENCE SAAYMAN

Risk

ANA FORSSMAN Market Data

• T+3 Project Owner and ECS owner

• Clearing Operations (equities / bonds / derivatives)

• Ops and MTM valuation – Interest Rates

• Client Support – clearing and settlement

• ETP Project & DIS Project

• Unit Management Support

• User Readiness: T+3 / ITaC (Clearing)

• International Regulatory Compliance

• Indices • Valuations • Automation • Business

Intelligence analytics

• Exposure quantification & monitoring

• JSE Clear Margin Calculations

• JSE Clear Default Fund

• JSE Cash Equities risk management

• Capital measurement

• Promotion and sales of market data across all markets

• Data licensing and commercial policy

• Licensing of all FTSE/JSE Indices and all other JSE Indices

• Promotion, sales and contracting of colocation

• Market data product development

• Client relationship management

• Integrated Clearing – Operations

• Integrated Clearing – Risk

ALEX COMNINOS

Integrated Clearing

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Post-Trade and Information Services Full Divisional Structure - Staff

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Post-Trade and Information Services - Changes with Restructure

Commodity Clearing Operations will move to Post-Trade and Information Services on 3 Nov 2014 (more detail on this later)

Market Data has moved to Post-Trade and Information Services

Colocation has moved to Market Data

Responsibility for promotion, sales, licensing and client relationship management

New applications for Colocation

Additional rack applications by existing clients

Email: [email protected]

Phone +27 11 520 7023

Corporate Actions and Reference Data teams have moved to Trading and Market Services

Valuations has moved to Post-Trade and Information Services

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mailto:[email protected]

Capital Markets

Equities, Bonds & Financial Derivatives, Commodity Derivatives

Primary markets – strategy & commercials for all existing & new issuers Product development – equities, bonds & derivatives, ETFs, ETPs, Nautilus, etc Secondary markets – strategy & commercials for all existing & new market participants Membership across all markets and asset classes Advisory Committees Business intelligence & statistics

Donna Oosthuyse


Capital Markets Division

October 2014

Capital Markets

What the JSE expects from us, and trusts us to deliver:

Primary Markets

Secondary Markets

Client Focus Market / Product management

Business Innovation

Business Intelligence

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Capital Markets

Single Unit

Donna Oosthuyse Director

TBA

Primary Markets

Warren Geers

Bonds, Interest Rates &

Currencies

Commodities Key Clients & Acquisition

Equities & Equity

Derivatives

Business Intelligence &

Pricing

Alexia Kobusch

Project Nautilus

Patrycja Kula

Nicole Cheyne

TBA Personal Assistant

Lloyd Hughes

Tamsin Freemantle

Siyabonga Gcenzengana

Athandile Maswili

Bernard Claassens

Mikhail Maasdorp

Bronwyn Kempgen

Cindy Pillay

Raphael Karuaihe

Anelisa Matutu (ITAC)

Carla Saraiva

Yasmin Allee

Kumashree Moodley

Elinor Bodinger

Maryke Vreulink

Gregori Nicola

Daffodils Seele

Adele Hattingh

Koketso Chipane

Ayanda Ngcobo

Bradley Kirton

Buhle Luthuli

Altaaf Aboo

Tseli Matsela

Rapelang Motang

Kgalalelo Rakate

Julia Malukela

Ross Gordon

Tabataba Tloubatla

Zweli Vonya

Aubrey Dube

Tracy Goldsworthy

Vaneshri Pillay

Shreelin Naicker

Chris Sturgess Nicola Comninos Innovation & Market Development

Graham Smale

Innovation & Market

Development

Rudolf Oosthuizen

Paolo Govetto

Structured Products

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Trading and Market Services Division

October 2014

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Trading & Market Services

JSE Client Services Centre Trading operations – trading engine support for all markets & interface to JSE IT for all markets Market Quality – market controller & monitoring market microstructure BDA / Reference data management & managing corporate actions Client on-boarding & CRM Business continuity & serving as Recovery Director ITaC


Leanne Parsons

Director: Trading & Markets

Services

Leanne Parsons

Head of Trading

TBC

Head of Project

Delivery Sandra Borrageiro

Head of Client Data

Maria Dalle Ave

Head of Business

Continuity Gwen Linden

Head of Market Services Chris Grove

Head of Client Services Centre

TBC

Executive Assistant

Gabrielle Horn-Botha

Trading and Market Services – Management Structure

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Director: Trading & Market Services

Head of Trading

Market quality

Market operations

Trading services

API support

Software provider

management

Head of Project Delivery

Dedicated ITaC focus for user readiness, SW

providers and own solution

developers as well as communication

Head of Client Data

Client on boarding

Client data management

CRM project

JSE service agreements

Internal service level agreements

Head of Business Continuity

Outage management

Policy formulation

Testing approach

Stakeholder forum

FSCF representation

Head of Market Services

All reference data (excl.

client)

Corporate actions

ISIN management

ANNA management

BDA business owner

T+3 BDA delivery

Head of Client Service Centre

JSE call centre/reception

Client support for all markets/products/

services

Testing: conformance,

LCONs, PTWs, ETWs

IT AM trading support colocated

Other IT functions colocated

Executive Assistant

Trading and Market Services – High Level Functions

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New Client Service Model

The JSE Client Services Centre (CSC) Vision

EXCEPTIONAL SERVICE.

EVERY SINGLE TIME.

You’re Always Our Top Priority.

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New Client Service Model - Concept

Support for all clients for all markets and services will now be CENTRALISED and dealt with by the JSE Client Services Centre (CSC) using a highly skilled and knowledgeable team who understand all our markets

CSC will provide a high standard of business, application, functional and technical support

CSC will manage, co-ordinate and resolve requests or incidents as quickly as possible and where required call on Subject Matter Experts from other business areas or IT for resolution but overseeing until resolved

CSC will manage telephonic and email requests by logging issues and tracking them with service request numbers allocated to clients

All JSE incidents/outages will be centrally managed and SMS and web page communication mechanisms will be used

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New Client Service Model – How Will We Get There

JSE has already moved some skilled and knowledgeable business team members from other divisions to the CSC

Additional upskilling for existing CSC members to enable support for all clients for all markets and services

Co-locating certain IT resources within CSC in future

We would like to request the

patience and assistance from

all our clients as there will be some

initial teething issues on our

journey towards excellence

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New Client Service Model – When Does it Happen

New client service model effective from 21 October 2014

except for Commodity Derivatives Clients where the new client support model will be effective from 3 November 2014

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New Client Service Model – What You Can Expect

CSC will provide 24 X 7 X 365 support to all JSE clients

Onsite support

Monday to Friday from 06h30 to 19h00 each business day

Email [email protected]

Phone +27 11 520 7777 (especially if time sensitive)

After hours off site support

Monday to Friday from 19h00 to 06h30 and on weekends 19h00 Fridays to 06h30 on Mondays

A wide variety of support is provided across all JSE markets and services predominantly for end of day data subscribers

Phone +27 11 520 7900

Compliments on service can be sent to [email protected]

If you are not receiving the level of service you expect please escalate to [email protected]

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New Client Support Model – Client Queries to CSC

Examples of Types of client queries for CSC:

Trader ID (Equity Market)/Dealer Code (other Markets) requests

Trade Cancellation Requests – all Markets except Equity Market which goes to Market Regulation as it is currently

Trade Booking Requests – only Commodity Derivatives Market

Order Cancellation Requests – all Markets where clients do not have connectivity (must be from authorised person e.g. compliance officer for Equity Market; dealer for other Markets)

Password Resets - all Markets except Equity Market

CompID Unlocking – only Equity Market

API Specification Queries – all Markets

Conformance Bookings and Testing – all Markets

Testing Services Support and Access – all Markets

Nutron Front End Support

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New Client Support Model – Client Queries to CSC Contd.

Examples of Types of client queries for CSC contd:

Zero Fee Requests as per current practice e.g. Rolls- all Markets except Equity Market

Deal Management correct, EFR, EFP, DOT, SOT and deal management for Commodities

General market queries around the JSE website and supporting content available from the site

Connectivity Issues

Reference Data Queries

EOD Service Queries and EOD File Errors

Requests for statistical reports

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What is NOT Changing

Equity Market existing client support model – this is already through the CSC

Management of equity cash market settlement issues by the JSE Settlement Authority –


Telephone +27 11 520 8910

Management of bond cash market settlement issues by the JSE Settlement Authority


Telephone +27 11 520 1098

Management of Clearing Ops and MTM on Interest Rates


Telephone +27 11 520 1098

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What is NOT Changing

Management of derivatives clearing functions including balancing with clearing members


Telephone +27 11 520 7349

Business queries being dealt with by other business areas……

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What Doesn’t go to the CSC

Commodity Derivatives Market

Capital Markets Queries only with reference to the below go to email: [email protected] or Phone: +27 11 520 7039 (wef 3 Nov 2014 - please note the previous hunting line number will be discontinued!)

Client Relationship Management

Product Maintenance and Development

Monthly Bulletin to market

Responsible for all Storage Operators relationships including audit requirements and new registrations

Responsible for calculating location differentials, grade, origin discounts and any other commodity specific rates for delivery

Administer Agricultural Advisory Committee

Website content management

Pricing and Billing Models

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What Doesn’t go to the CSC Contd.

Commodity Derivatives Market contd.

Post-Trade and Information Services Queries go to [email protected] or Phone: +27 11 520 7349 (wef 3 Nov 2014)

Computation of daily MTM and volatilities for all products

Final settlement prices for cash settled contracts

All physical delivery processes including responding to all Silo Receipt – electronic and paper queries. This also includes assisting members with all Nutron queries to tender notice of delivery. All paper silo receipts must in future be addressed to this Division located on the 7th floor.

Approve and enable client sub-accounts

Perform client transfers

On-boarding, maintenance and archiving of member clients (local and non-resident)

Loading tripartite agreements

Audit confirmations

Running End Of Day and support for Clearing Members

Evaluation and implementation of Margining 30



IRC (Interest Rate Cash, Interest Rate Derivatives and Currencies Markets)

Capital Markets Queries go to email: [email protected] or Phone: +27 11 520 7393


Product Development

Administer various Advisory Committees



Nutron Front End Training

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IRC (Interest Rate Cash, Interest Rate Derivatives and Currencies Markets) contd.

Post-Trade and Information Services Queries go to email [email protected] or Phone: +27 11 520 7349



Physical Deliveries: all queries – electronic and paper

Approve and enable member client sub-accounts


Onboarding, maintenance and archiving of member clients (local and non-resident)


Audit confirmations


Evaluation and implementation of Margining

Updating positions as a result of corporate actions

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Equity and Equity Derivatives Markets

Capital Markets Queries go to email: [email protected] or Phone: +27 11 520 7198


Product Development

Administer Advisory Committees



Nutron Front End Training

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Equity and Equity Derivatives Markets contd.

Post-Trade and Information Services Queries go to email [email protected] or Phone: +27 11 520 7349 (as currently exists)



Physical Deliveries: all queries – electronic and paper

Approve and enable client sub-accounts


Onboarding, maintenance and archiving of member clients (local and non-resident)


Audit confirmations


Evaluation and implementation of Margining

Updating positions as a result of corporate actions

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Market Data

Queries go to email [email protected] or Phone: +27 11 520 7157 (as currently exists) and remember your first line support for the below is your appointed Market Data Account Manager

Promotion, sales and client relationship management across all asset classes

New subscriptions to new and/or existing products

Licensing of data distribution

Changes to existing subscriptions

Engagement on market data policies

Engagement on market data commercial policies

FTSE/JSE Index Series and Other JSE Indices

Licensing of all FTSE/JSE Indices and all other JSE Indices

Licensing of Indices data

Licensing of products tracking all Indices (listed or unlisted products)

Engagement on all Indices policies and commercial policies

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Market Data Contd.

Post Sales Support

Changes impacting all market data agreements

Questions related to market data products

Market data billing queries

Market data usage reporting

All other general market data related questions

Email: [email protected]

Phone +27 11 520 7157

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Email Groups The following email groups will be automatically routed to

[email protected] and some will be decommissioned in January 2015 (further communication will be done at that time):

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

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jse client communication session · adele hattingh koketso chipane ayanda ngcobo bradley kirton...

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