Team Lead, EMEA Customer Operations

Business Support | London, England | Full-time

Company Description

MarketAxess is on a journey to digitally transform one of the world’s largest financial markets, enabling the shift from analog, phone-based trading to a fully electronic marketplace. Why does this matter? Because our platform makes trading fixed-income more accessible, ultimately improving transparency, efficiency, and competition in the marketplace. Changing the way an established industry transacts is no easy feat. There will be twists and turns, because no one’s ever done this before. But now, more than 2,000 clients around the world rely on our solutions, and that number is only expected to grow in the years ahead. We know where we’re going. How we get there is up to us. Join us and help Take Us There.The RoleThe Team Lead, EMEA Customer Operations will support the Client and Account Services Manager, EMEA and APAC in the delivery of a central first-line Client Service and Operational Support to our EMEA clients. As Team Lead, this individual will act in a senior capacity to ensure participants, trading operations, technical onboarding and MiFID II requirements are met. Additionally, the Lead will focus on trading system functionalities, global trading protocols, client satisfaction, client account services, automation and individual and team development.How You’ll Help Take Us TherePerform general day-to-day support (1st Line) of EMEA trading venuesParticipant system functionality support:

Trade support related issues – Booking, Price Calculations, STP and FIX related queriesAdditional user setups and permission changes for previously on boarded participantsPlatform Post-Trade queries e.g., PII – in line with MiFID II, Allocations and Fund accountsSupport production inquiries/test tradesNew platform release and sanity checks

Act as oversight for EMEA Client Due Diligence workflowWork with key stakeholders across the business to ensure CDD policy is adhered toMonitor and report against relevant KPIsEnsure that tooling (Loopio) is maintained, and documents remain currentWork with the Client and Account Services Manager, EMEA and APAC to undertake analysis and strategic planning to ensure the team is sufficiently trained in all areas and able to perform their daily tasks efficiently and with low error rateOversee the end-to-end Dealer/Client onboarding configuration process efficientlyAct as an escalation point, resolving client issues efficiently while maintaining strong relationships with internal/external stakeholdersWorking closely with revenue generating teams, Relationship Management / Sales, understanding SRM client’s requirements and demandsWorking closely with other Operational teams, escalating appropriately whilst ensuring client is managed effectively throughoutEnsure effective procedures and help guides are in place for the necessary departmental processesContinually work toward a greater level of automation within Customer Operations; ensure initiatives are raised using the correct process and logged accordinglyUndertake individual projects and represent Customer Operations in respect to client-facing impactsCollaborate with senior management, sharing insights, client feedback, and recommendations for service improvementsWhat We’re Looking For4+ years’ experience within a financial services firm, with client facing and management exposureKnowledge of MarketAxess, e-trading platforms and the fixed income trade life cycle preferredComprehensive understanding of the regulatory landscape, with specific experience within MiFID IIProficient excel skills, with exposure to Macro/VBAExcellent communication skills with the ability to articulate concisely to Senior Management, and client baseExcellent interpersonal skills, with the ability to influence internal and external stakeholders at all levels of seniorityExcellent analytical skills and critical thinking abilities, proven ability to prioritise projects, innovative thinking, and a client-focused approachMust be proficient in Excel, and PowerPointAbility to work both independently and as a team memberSelf-starter and tenacious; ability to motivate othersAdequate management of priorities in multi-task environmentEnglish as a requisite, other languages advantageousWhat You Can Expect from UsCentral Location: based at our city offices near St Paul''s.Free Food: We provide lunch each day of the week when the employee attends the office via our vendor Feedr as well as breakfast cereals, office snacks and drinks from our free vending machinesPaid Time Off: 25 days annual leave entitlement plus 2 charity daysReward for your service: We offer a two-week bonus holiday after completing each 5 years of serviceCore benefits: Besides competitive standard benefits package we offer private medical (PMI) for family, Cash Plan, health screenings, dental cover, 6X life assurance, critical illness cover, income protection, pension, car leasing (Tusker electronic cars), reimbursement for wellness stipend, interest free season ticket loan and a “Share Incentive” planTuition Assistance and Professional Training: Benefit from on-demand learning, boot camps, and opportunities to attend conferencesCollaboration and innovation are integral to our success – it''s how we got to where we are and how we’ll maintain and grow our competitive advantage. We believe this best happens in an office environment. Employees work in the office 4 days a week. This approach still allows for flexibility depending on the business function you work within but also helps us maintain a collaborative office environment ..... full job details .....