Client Services Analyst
Business Area: Post Trade Regulatory Reporting Solutions
Role Overview
Join a fast‑moving, customer‑focused team at the heart of post‑trade regulatory reporting. Our solutions support global sell‑side and buy‑side firms in handling operational risk and meeting regulatory obligations across reconciliations, reporting, and trade confirmations.
You’ll be the trusted first point of contact for our broad client base. You’ll combine client service excellence with technical investigation, helping clients resolve issues quickly while driving service improvement.
You will provide Tier 1 client support to banks, hedge funds, and other financial institutions. The role focuses on responding to client queries, performing initial investigations, coordinating with internal teams, and proactively improving client experience.
The Analyst also prepares for and runs monthly operational meetings with our most important customers reviewing service performance, ticket trends, and ongoing issues as well as the management of any open JIRA items.
Key Responsibilities
- Responding to customer queries and performing Tier 1 investigations in line with defined SLAs
- Handle support tickets via the Customer Portal hosted on Salesforce, ensuring accurate logging, tracking, and ownership until resolution
- Raise defects to Development, QA, Product, Professional Services teams whilst keeping clients fully updated in their progress
- Develop and maintain a good functional understanding of the business services and solutions provided
- Issue service notifications and broadcast communications to users
- Collaborate effectively with internal partners including development, QA, solutions, and professional services teams
- Partner with the Head of Client Services / Team Lead to continuously improve service quality, identify ticket reduction opportunities, and proactively support clients
- Coordinate and lead monthly operational review meetings with key clients, understanding themes, open defects, and client concerns
- Maintain and update internal documentation to ensure knowledge accuracy and accessibility
- Develop knowledge base articles and client tooling to reduce incoming ticket volumes
- Act as a strong voice for client‑impacting defects, highlighting their prioritisation and resolution with product owners and scrum teams
- Use SQL, MFT Anywhere, and related tools to proactively investigate client issues in a timely manner
- Running training sessions with new clients to ensure they get the most from the application
Essential Experience & Skills
- 2–3 years’ experience in a helpdesk, customer support, or client‑facing operational role
- Strong client‑centric demeanor with confident customer interaction via phone and ticketing systems
- Excellent written and verbal communication skills, with the ability to collaborate efficiently across teams
- Strong presentation and meeting facilitation skills, capable of explaining sophisticated technical issues in clear, client‑friendly language
- Experience in post‑trade processing, including equities, equity derivatives, or other financial instruments
- Knowledge of reconciliations and/or transaction and regulatory reporting processes
- Professional proficiency in English (reading, writing, speaking, and listening)
Nice to Have
- Knowledge or experience with MiFIR and/or EMIR regulatory reporting
- Basic SQL knowledge or exposure to another programming language for investigative support work
- Basic understanding of networking concepts, including FTP/SFTP
- Familiarity with JIRA, Confluence, and/or ServiceNow
- Experience with Salesforce, including report generation and dashboard development to analyse ticket trends
Career Stage
Senior Associate
Equal Employment Opportunity Statement
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
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