Job Description

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 be in charge of 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

Trade Ops:

• 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.

Customer Engagement:

• Assist the Operations Manager in enhancing the client journey by addressing complaints and developing operational propositions.
• Assists team members in Client Services, Operations, and Sales with challenging questions, guiding them to self-manage the issues.
• Proactively listen to clients and the Client Services Team to provide solutions that enhance their trading experience.
• Coach team members on the company's goods and operations.

Mentoring:

• Operations Executives to establish standards for excellence in front and back-office operations.
• Implement a Quality Assurance program with team members through all communication channels.
• Trained new and existing team members through one-on-one coaching to identify and address areas for improvement. Deputize for the Operations Manager as needed.

Operational Excellence:

• To ensure operational excellence, assist the Operations Manager in analyzing and updating procedures, process maps, and policies. Implement enhancements to keep them relevant and up to date.
• Stay current with personal and professional growth, including regulatory and legislative training, to adapt to changing roles.

Regulatory:

• Compliance and governance. - Supporting the Operations Manager in ensuring that the team adheres to and maintains all internal and external risk and compliance requirements.
• Assisting the Operations Manager in ensuring team compliance with FCA and FCIS guidelines while processing complaints.
• Ensure that you and your team are following the Treating Customers Fairly Policy and the Company's culture and values; and, as needed, collaborate with Risk and Compliance to reduce business and customer risk.