Job Description
Company Profile:
A global financial services firm operating in the institutional trading space, providing multi-asset liquidity and technology solutions to professional clients worldwide. The company works closely with brokers, financial institutions, and trading firms, offering access to markets such as forex, commodities, indices, and digital assets, supported by robust infrastructure and a fast-growing international team.
Key Responsibilities:
* The goal of this work is to manage the trading platforms, guiding customers from technical onboarding to live trading and assisting colleagues, clients, and technology partners to provide a great client experience.
* You will be regarded as the Subject Matter Expert (SME), with responsibilities for inspiring team members, giving assistance and direction, quality checking work, and offering one-on-one feedback.
* As the company's industry representative, you will train, coach, and mentor the team to provide an excellent client experience, while also supporting the team lead/manager and key stakeholders.
* This includes communication with clients, negotiating with tech partners, and resolving trading issues.
* You will oversee ensuring that all communication channels meet SLAs and escalate as needed. Ensure that all questions are handled professionally and quickly and serve as a role model for your colleagues by effectively detecting and resolving/escalating customer concerns with the required priority and urgency.
* The Operations Senior Executive must be extremely driven, devoted, technically focused, and customer-oriented. The ideal applicant will be a strong communicator who is passionate about providing first-rate back-office operations.
* They will be technically minded, detail-oriented, and proficient enough to coach and grow team members.
* They will have a high level of empathy and emotional intelligence, as well as a thorough grasp of financial markets and trading systems, and the ability to flourish in a dynamic, fast-paced atmosphere that values proactivity and autonomy.
* You will assist the Operations Manager with a variety of activities, ensuring the department's goals and objectives are accomplished.
Requirements:
* Collaborate closely with the Team to assist with technical onboarding of new customers, user acceptability testing, and the introduction of new processes and technological solutions.
* Continuous maintenance and monitoring of all key system settings and back-office aspects within the Institutional / Professional application stack.
* Complete trade reconciliation and settlement reporting.
* Monitor daily trading activities, customer activity, and platform logs to proactively detect and handle any problems.
* Manage, update, and support trading systems (MT4/5, PrimeXM, YourBourse hubs, and our own trading platform).
* Conduct end-to-end trade investigations, address exchange inquiries and real-time trading difficulties.
* Support front-office users with the trading product suite.
* Act as the primary point of contact for trading and risk-related problems for users.
* Test and implement production modifications.
* Interact with senior managers and dealers.