Market & Client Support
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a driven detail-oriented and curious individual to join our team. The Market and Client Support role supports clients and internal stakeholders across client onboarding due diligence and ongoing relationship management. The role acts as a key liaison between Commercial Market Operations Risk Technology and other internal teams to ensure client issues are resolved efficiently client and vendor relationships are well supported and market support documentation are maintained in line with the exchange and clearing framework rules procedures and internal policies.
Key Responsibilities
Client Onboarding Due Diligence & Relationship Support
- Act as the primary point of contact for external clients during the onboarding process coordinating communication and progress across internal teams such as Market Operations Technology Risk Regulatory and Commercial teams
- Support client onboarding and due diligence processes by providing required documentation information and clarifications
- Ensure onboarding timelines are met
- Act as a coordination point to help investigate manage and rectify client issues during onboarding and ongoing relationship support working with relevant internal teams as required
- Assist with ongoing relationship management by preparing relevant documentation updates and responses to sales- and market-related queries
Exchange & Clearing Framework Knowledge
- Maintain a strong working understanding of the exchange and clearing framework
- Be familiar with applicable rules procedures and internal policies and understand how they impact clients
- Support internal and external queries relating to commercial and client-facing aspects of the framework
Technology Vendor Coordination & Management
- Act as a day-to-day coordination point for technology vendors in relation to client onboarding market access and ongoing client support
- Coordinate vendor inputs timelines and information required to support client onboarding and issue resolution
- Track vendor-related issues actions and dependencies escalating where required to internal Technology or Operations teams
Documentation & Information Management
- Prepare maintain and revise key client-facing documentation including:
- Client guides onboarding materials and FAQs
- Internal process and SOP documents and templates
- Ensure documentation is accurate current and aligned with approved frameworks and policies
Onboarding Progress Tracking & Reporting
- Track and maintain accurate records of client onboarding status milestones and dependencies
- Prepare regular onboarding progress updates for internal stakeholders including Commercial while maintaining audit-ready onboarding records and documentation via internal CRM.
- Support visibility of onboarding timelines risks and blockers escalating issues where appropriate
Business Infrastructure & Process Support
- Support the build-out and ongoing maintenance of departmental business infrastructure including:
- Standardised templates and document repositories
- Trackers for projects onboarding approvals client issues and vendor interactions
- Defined workflows for client support processes
- Identify gaps inefficiencies or risks in existing processes and propose improvements
Required Qualifications & Experience
- Bachelors degree in Finance Computer Science Economics Business Law or a related field.
- 37 years of experience in client onboarding client services operations or compliance within a relevant business such as a derivatives exchange clearing house broker bank or technology vendor.
- Understanding of commodities derivatives markets and how market participants interact with full trade life cycle of derivatives.
- Solid knowledge of KYC AML and regulatory onboarding requirements
- Project management or process improvement experience.
Required Experience:
Senior IC
