Client Services Analyst

TP ICAP Group Client Service Role

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 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.

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 SMEs 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 member’s 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

Not the perfect fit? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement: We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location: USA - 200 Vesey Street - New York, NY