The successful candidate should be keen on supporting both internal and external clients activities as well as establishing relationships with e-Sales, Sales, OCRM and vendors (external platforms like Bloomberg).
He / she should also be force of proposition to improve production stability by decreasing the cost of supporting our platforms and increasing the tooling to be more proactive at solving incidents.
The candidates will have to :
Establish relationships with end-users, e-Sales, OCRM (Relationship Managers) and vendors.
Onboard users on external platforms and on our internal platforms called SG Markets (Pre-Trade and Post Trade).
Manage incidents and requests from end-users by applying the ITIL principals on a wide scope of services.
Be force of proposition to reduce manual worload via automation, work on new tools to improve production support
Participate to the tooling to make the production monitoring and support more efficient and increase production stability
Monitor and maintain the procedures to ensure good level of the operations. Functional Relationships
Internal : Sales, Traders, Middle Office Trading, Back Offices, Technology teams, Product Managers
External : Clients, Vendors. Backup
Other members of Local team and e-Client Services team in other regions.
Attention to details and multi-task skill - being able to handle different topics at the same time is crucial
Phone Skills, Customer Focus and Customer Service are essential
High level of energy and reactivity required for handling day to day issues efficiently
Comfortable in working in a fast-paced environment and able to react quickly to incidents and urgent matters
Ability to work under pressure - working in a dealing room environment
Excellent interpersonal and communication skills, sense of service, and flexibility are essential requirements
The position requires effectiveness, team spirit and eagerness to learn
Knowledge of what is an IT system
Comfortable with basic technical operations (log analysis, advanced monitoring tools)
Fluent in English. Beavioural skills. A plus but not necessary :
Experience in banking / financial sector
Knowledge of Financial products is a plus. Client - Client focus : I nurture a long-term relationship with the clients / internal partners.
Team Spirit - Open mindset / Respect : I listen and share my views and my expertise in an open mode. Team Spirit - Synergies : I make cooperation with colleagues in and outside my team a priority.
Responsibility - Empowerment and Accountability : I give resources and autonomy to make decisions. Innovation - Technology : I adopt new technologies in the solutions and projects I work on.
Commitment - Sustainability : I strive to develop my skills and knowledge.
