Client Services Analyst

Group Overview:

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview:

The Client Service function is part of the *Client Relationship Management team, reporting into the regional CRM leads. Its primary role is to act as the gatekeeper for all cross-functional requests from our largest global clients, related to a variety of topics, including but not limited to:

• Electronic platforms and venues – structure, controls and governance

• Legal entity structure and related changes

• IT and Risk driven enquires

• Strategic and cross divisional initiatives

The team members are responsible for managing incoming queries and being the direct point of contact for clients (with a particular focus on the largest global cross-asset clients).

They will ensure that the context and the scope of each request is clarified, then logged and actioned. This will entail careful and thorough co-ordination from inception to conclusion and may involve arranging calls and meetings with the clients and internal SME’s across TP ICAP. This will include colleagues in compliance, legal, IT, ESG, operations, HR, business management and product/platforms.

In addition, it is each team members responsibility to establish strong governance around the process, this includes creating and maintaining an audit trail, logging interactions and obtaining the relevant approvals before returning information to the client.

*This position is full time on site M-F at our Vesey St. location.

Role Responsibilities:

• Manage and drive responses to all client requests from inception to conclusion, with input and validation from SMEs across functions and asset classes

• Monitor and showcase client’s connectivity to our platforms and services by keeping up to date with upcoming strategic developments.

• Work on streamlining the framework, including logging of responses and automate approval processes of standardized answers

• Be fully briefed on the business structure and legal entity structure

• Assist with client outreach for operational change and regulatory projects, if required

• Maintain client contact details and log all client interactions in Salesforce

• Co-ordinate the most complicated requests as required, direct smaller requests to the appropriate SMEs for responses

• Create KPIs for function

• Identify themes and propose process improvements as appropriate

• Manage client escalation on a case-by-case basis with the appropriate SMEs / management

• Support the strategic initiatives of the client relationship team

• Create monthly market share reports in specific markets for Senior Management

Experience / Competences:

Essential

• Proficiency with Salesforce, Excel and PowerPoint

• Solid experience using Microsoft Product Suite and Sharepoint

• Possesses strong interpersonal and communication skills, with a demonstrated ability to build and maintain client relationships effectively

• A passionate and foundational understanding of financial market products and their dynamic functions

• Experience in providing excellent level of client service, ideally in financial services

• Ability to parse multiple streams of information, and streamline the process

• Knowledge /experience of electronic trading platforms would be an advantage

Desired

• Delivery oriented, pro-active and determined individual

• Excellent organization, attention to detail & prioritisation skills

• Ability to tackle difficult projects that involve coordination with multiple parties (internal & external), and to bring them to fruition

• Knowledge of CRM systems preferred

• Degree-level qualification

• Knowledge / experience of electronic trading platforms would be an advantage

Role Band & Level:

• Professional, 5

Annual Salary:

• $65,000 - $70,000

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