Support the Investment Bank's electronic trading platforms with pre-execution operational service for a global institutional client base. Drive a reimagined client experience through controlled onboarding, strong KPIs/MIS, and rapid technical and access issue resolution.
As a/an eCommerce Client Service Associate within Digital Client Services (eCommerce Client Service - eCS), you provide 24/5.5 pre-execution operational support for proprietary and multi-dealer electronic trading platforms serving a diverse external client base. You enable and onboard clients, run key controls reconciliations, support product enablement, and resolve technical and client queries in partnership with Front Office, Middle Office, Back Office, and client service stakeholders. You drive service excellence by delivering KPI performance, building control frameworks, producing MIS/analytics, and identifying process improvements and automation opportunities.
Job Responsibilities
- Engage multiple stakeholders to enable clients on electronic trading platforms in an efficient, controlled manner.
- Onboard clients onto third-party platforms such as Bloomberg, Tradeweb, MarketAxess, FXALL, and 360T, ensuring timely product enablement.
- Deliver defined KPIs consistently, performing root-cause analysis and implementing robust action plans when errors occur.
- Develop and maintain a control framework, producing MIS and KPI reporting with trend analysis and exception insights.
- Communicate across locations by attending and driving conference calls, coordinating actions, and aligning stakeholders to outcomes.
- Resolve client issues rapidly, including access and connectivity incidents raised by Front/Middle/Back Office teams and external clients.
- Improve processes through automation, enhanced exception reporting, and data-driven analysis using large datasets to identify and report improvements.
Required qualifications, skills and capabilities
- Strong experience in sales middle office or client service roles with the ability to support fast-paced pre-execution trading environments
- Proven stakeholder and project management skills across business, operations, and technology partners
- Strong analytical skills, diligence, and attention to detail ability to generate reports and provide clear commentary
- Excellent interpersonal, communication, and presentation skills with ability to multitask and perform under pressure
Preferred qualifications, skills and capabilities
- Approximately 7 years experience in sales middle office or client service roles supporting electronic trading or markets businesses
- Hands-on capability with MS Access and Alteryx for reporting, analytics, and automation use cases
- Experience building/enhancing exception reporting, KPI scorecards, and control frameworks for operational processes
- Experience supporting a broad external client base (asset managers, funds, broker-dealers, custodians, corporates) in a global coverage model
