Client Services Analyst in Belfast

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
• ESG questionnaires
• Legal entity structure and related changes
• Regulatory-driven enquiries

The team members are responsible for managing incoming queries from clients (with a particular focus on the largest global cross-asset clients) and regulators.

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, the team will establish strong governance around the process, including creation of an audit trail, logging interactions and obtaining the relevant approvals before returning information to the client.

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
• Create governance framework, including logging of responses and an approval process
• Create library of standardised answers and FAQs
• Be fully briefed on business structure and legal entity structure
• Assist with client outreach for operational change projects, if required
• Maintain client contact details 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

Experience / Competences

Essential

• Delivery oriented, pro-active and determined individual
• Excellent organisation & prioritisation skills
• Ability to tackle difficult projects that involve coordination with multiple parties (internal & external), and to bring them to fruition
• Ability to parse multiple streams of information, and streamline the process
• Clear communication skills
• Experience in provided excellent level of client service, ideally in financial services
• Basic knowledge of products and functions in financial markets
• Solid experience using Microsoft Product Suite, highly proficient in Excel and Sharepoint
• Degree-level qualification

Desired

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

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? 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
UK - City Quays - Belfast