Business Support | London, England | Full-time
Company Description
MarketAxess is on a journey to digitally transform one of the world’s largest financial markets, enabling the shift from analog, phone-based trading to a fully electronic marketplace. Why does this matter? Because our platform makes trading fixed-income more accessible, ultimately improving transparency, efficiency, and competition in the marketplace. Changing the way an established industry transacts is no easy feat. There will be twists and turns, because no one’s ever done this before. But now, more than 2,000 clients around the world rely on our solutions, and that number is only expected to grow in the years ahead. We know where we’re going. How we get there is up to us. Join us and help Take Us There.
The Role
The Team Lead, EMEA Customer Operations will support the Client & Account Services Manager, EMEA & APAC in the delivery of a central first-line Client Service and Operational Support to our EMEA clients. As Team Lead, this individual will act in a senior capacity to ensure participants, trading operations, technical onboarding and MiFID II requirements are met. Additionally, the Lead will focus on trading system functionalities, global trading protocols, client satisfaction, client account services, automation and individual and team development.
How You’ll Help Take Us There
- Perform general day-to-day support (1st Line) of EMEA trading venues
- Participant system functionality support:
- Trade support related issues – Booking, Price Calculations, STP and FIX related queries
- Additional user setups & permission changes for previously on boarded participants
- Platform Post-Trade queries e.g., PII – in line with MiFID II, Allocations and Fund accounts
- Support production inquiries/test trades
- New platform release and sanity checks
- Act as oversight for EMEA Client Due Diligence workflow
- Work with key stakeholders across the business to ensure CDD policy is adhered to
- Monitor and report against relevant KPIs
- Ensure that tooling (Loopio) is maintained, and documents remain current
- Work with the Client & Account Services Manager, EMEA & APAC to undertake analysis and strategic planning to ensure the team is sufficiently trained in all areas and able to perform their daily tasks efficiently and with low error rate
- Oversee the end-to-end Dealer/Client onboarding configuration process efficiently
- Act as an escalation point, resolving client issues efficiently while maintaining strong relationships with internal/external stakeholders
- Working closely with revenue generating teams, Relationship Management / Sales, understanding SRM client’s requirements and demands
- Working closely with other Operational teams, escalating appropriately whilst ensuring client is managed effectively throughout
- Ensure effective procedures and help guides are in place for the necessary departmental processes
- Continually work toward a greater level of automation within Customer Operations; ensure initiatives are raised using the correct process and logged accordingly
- Undertake individual projects and represent Customer Operations in respect to client-facing impacts
- Collaborate with senior management, sharing insights, client feedback, and recommendations for service improvements
What We’re Looking For
- 4+ years’ experience within a financial services firm, with client facing and management exposure
- Knowledge of MarketAxess, e-trading platforms and the fixed income trade life cycle preferred
- Comprehensive understanding of the regulatory landscape, with specific experience within MiFID II
- Proficient excel skills, with exposure to Macro/VBA
- Excellent communication skills with the ability to articulate concisely to Senior Management, and client base
- Excellent interpersonal skills, with the ability to influence internal and external stakeholders at all levels of seniority
- Excellent analytical skills and critical thinking abilities, proven ability to prioritise projects, innovative thinking, and a client-focused approach
- Must be proficient in Excel, and PowerPoint
- Ability to work both independently and as a team member
- Self-starter and tenacious; ability to motivate others
- Adequate management of priorities in multi-task environment
- English as a requisite, other languages advantageous
What You Can Expect from Us
- Central Location: based at our city offices near St Paul's.
- Free Food: We provide lunch each day of the week when the employee attends the office via our vendor Feedr as well as breakfast cereals, office snacks and drinks from our free vending machines
- Paid Time Off: 25 days annual leave entitlement plus 2 charity days
- Reward for your service: We offer a two-week bonus holiday after completing each 5 years of service
- Core benefits: Besides competitive standard benefits package we offer private medical (PMI) for family, Cash Plan, health screenings, dental cover, 6X life assurance, critical illness cover, income protection, pension, car leasing (Tusker electronic cars), reimbursement for wellness stipend, interest free season ticket loan and a “Share Incentive” plan
- Tuition Assistance and Professional Training: Benefit from on-demand learning, boot camps, and opportunities to attend conferences
Collaboration and innovation are integral to our success – it's how we got to where we are and how we’ll maintain and grow our competitive advantage. We believe this best happens in an office environment. Employees work in the office 4 days a week. This approach still allows for flexibility depending on the business function you work within but also helps us maintain a collaborative office environment long-term.
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