Job Description

Position Summary

We are looking for candidates with a passion for technology and financial markets, who have strong problem-solving skills and a talent for communication. Our platforms provide the industry-leading services for OTC derivatives post-trade processing, and you will be responsible for providing the first line of support for clients using these platforms. Fast-changing and innovative, you will see regular opportunities to expand and grow taking on new challenges.

The successful candidate will be responsible for providing day-to-day operations and technical support for all services supported within OSTTRA’s newly formed suite. Our Client Services experience is a key priority for the firm. Candidates must be passionate about delivering excellence and best-in-class customer service experience. Through our comprehensive monitoring architecture and systems, issues are rapidly highlighted for immediate investigation and resolution. Supported by relevant tools and processes, teams continuously collaborate to investigate, resolve and improve the platforms. The principal duties for this role will be to provide remote support to our Global business and clients, working in close partnership with our global teams. Japan is a critical part of our APAC franchise and delivering exceptional service to our Global clientele is a core component of our Client Services team’s responsibilities. 

Job Requirements

Duties & accountabilities 

• As part of platform / system support, individual is required to assist on everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc. 
• High level of direct client interaction. Client queries handled via emails and phone hotline. 
• Act as the primary point person for incident management for FX& Security incident impacting our globally based clients during APAC hours. Incident management responsibilities include:  
• Response to initial incident notification  
• Providing regular updates to clients per SLA  
• Primary liaison for aiding our clients through post-incident recovery 
• Provide Major Incident reporting following any Severity 1 outages per SLA.   
• Participate in internal testing of applications, prior to any change going live in production. 
• Work closely with internal teams for system enhancements.  
• Ensuring accurate input of static data client profile configurations are processed daily and the team meets assigned targets and SLA’s. 
• Monitor client query queues, diagnose and resolve any resulting exceptions or errors and work with internal groups to provide resolution. 
• Respond to client requests by providing detailed analysis and feedback. 
• Process reports (user list / Trade) as requested by clients. 
• Participate in internal / external training needs. Educate clients on upcoming changes. 
• Liaise with participants for rolling out new products. 
• Communicate and assist internal departments for onboarding new participants in a timely manner and effective implementation of the product. 

Business competencies

Education and experience 

• University graduate preferred. 
• 3+ years of experience required. 
• Work experience in the financial markets preferably in operations 
• Knowledge of OTC / FX/Equity/Future products, the trade clearing process and application support a major plus 
• Prior experience working on Traiana/MarkitServ applications is a major plus 

Commercial awareness 

• Ability to work in fast paced environment with client orientation 

Management requirements 

• Not required 

Personal competencies 

Personal impact 

• Strong customer service and problem-solving skills 
• Focused on Operational Control and Data Security 
• Flexible and able to adapt to change 
• Able to work independently with minimal supervision 

Communication 

• Excellent interpersonal, written and verbal communication skills 

Teamwork 

• Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients 

Skills