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
- 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:
- 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
- Knowledge of CRM systems helpful
- Degree-level qualification
Salary Range: $65,000 - $75,000
Role is in person 5 days a week, can be based in either our NYC or NJ offices
Company Statement:
The TP ICAP Group is committed to promoting Equality and Diversity and encouraging a culture that actively values difference. It is recognised that employees from different backgrounds and experiences can bring valuable insights to the work environment and enhance the way we work. TP ICAP aims to create a positive, cohesive and inclusive culture, where diversity is valued, respected and built upon. The objective is to recruit and retain a diverse workforce that reflects the global markets in which we work.
TP ICAP is also committed to ensuring that the backgrounds, beliefs and cultures of all its employees are respected and to ensuring that the working environment is free from discrimination, harassment, bullying or any other conduct which causes an employee’s suffering. The Group also is committed to encouraging diversity amongst its current workforce and candidates.