EMEA Head of Client Fulfilment - Services and Onboarding

Macquarie Bank Limited; City Of London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A global financial services firm is seeking an EMEA Head of Client Fulfilment to lead service delivery in Commodities and Global Markets. Responsibilities include onboarding clients, ensuring compliance, and managing a diverse team. The ideal candidate will have a strong background in commodities trading and excellent communication skills, aiming to enhance client interactions. This role offers competitive benefits and a supportive work environment.

Benefits

25 days of annual leave

Paid parental leave

Employee Assistance Programme

Hybrid working arrangements

Reimbursement for work from home equipment

Qualifications

• Experience and understanding of financial markets client business.
• Ability to tailor service delivery to public and private companies.
• Success in managing and developing high-quality service teams.

Responsibilities

• Oversee frontline service delivery for Commodities and Global Markets.
• Manage client onboarding and regulatory checks.
• Ensure high-quality service experiences for clients.

Skills

Extensive experience in commodities trading

Stakeholder communication skills

Understanding of financial crime compliance

Direct experience in trading floor environments

Organizational and detail-oriented approach

Job description

EMEA Head of Client Fulfilment - Services and Onboarding

The Client Fulfilment team is an integral part of Macquarie’s Commodities and Global Markets division, dedicated to delivering outstanding service to a wide range of clients across the EMEA region. Our team’s purpose is to ensure every client benefits from seamless onboarding, account management and ongoing support, whether they are trading commodities, engaging in fixed income and currencies, futures, or asset finance. We proactively partner with colleagues across the business to uphold high standards of service, operational excellence and regulatory compliance.

Our team is recognised for its ability to help clients navigate complex regulatory requirements and business needs with clarity, agility and responsiveness. As part of Commodities and Global Markets, we play a vital role in building and maintaining trusted client relationships, collaborating with stakeholders in compliance, risk management and other specialist areas to ensure our processes are robust, efficient and always client-focused.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone – no matter what role – contributes ideas and drives outcomes.

What role will you play?

In this role, you will take ownership of frontline service delivery for Macquarie’s Commodities and Global Markets business throughout the EMEA region. You will be responsible for the end-to-end management of client services, including onboarding new clients, conducting ongoing due diligence and regulatory checks, opening and maintaining client accounts, handling remediation and exits, and ensuring all service experiences are of the highest quality. Your goal will be to create positive and consistent client interactions, characterised by clarity, responsiveness and agility.

You will work closely with regional financial crime and regulatory compliance leaders to ensure clear policies and operational procedures are in place, supporting prompt resolution of issues and driving continuous improvement in client risk management. In addition, you will provide direct support to the Global Head of Client Fulfilment, contributing to the effective discharge of governance and service standards across all EMEA entities. You will maintain oversight of the EMEA Client Service team, including teams based in remote service centres, ensuring operational control, consistency and best practice across locations.

What you offer

• Extensive experience and understanding of commodities trading, financing, or financial markets client business, enabling you to anticipate and address client needs effectively
• Ability to recognise and adapt to the differing requirements of public and private companies, funds, and financial institutions, ensuring tailored service delivery
• Direct experience operating in trading floor environments is advantageous, providing insight into client expectations and the pace of business
• Excellent stakeholder communication skills, with the ability to build and maintain trusted relationships across a diverse client base and internal teams
• Demonstrated success in managing and developing multi-disciplinary teams, with a focus on delivering high-quality service to demanding clients
• Highly organised, detail-oriented and hands‑on approach, with the ability to translate complex details into clear actions and guidance for stakeholders and teams
• Strong understanding of financial crime and regulatory compliance, particularly as it relates to client lifecycle services, due diligence and associated controls
• Experience working within regulated markets, delivering outcomes that balance commercial objectives, risk management and operational efficiency
• Legal or risk background is advantageous, supporting your ability to navigate regulatory requirements and contribute to continuous improvement in client service and risk management

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

• 1 wellbeing leave day per year and a minimum of 25 days of annual leave.
• 26 weeks’ paid parental leave for primary caregivers along with 12 days of paid transition leave upon return to work and 6 weeks’ paid leave for secondary caregivers
• Paid fertility leave for those undergoing or supporting fertility treatment
• 2 days of paid volunteer leave and donation matching
• Access to a wide range of salary sacrificing options
• Benefits and initiatives to support your physical, mental and financial wellbeing including comprehensive medical and life insurance cover
• Access to our Employee Assistance Programme, a robust behavioural health network with counselling and coaching services
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
• Access to company funded emergency and backup dependent care services
• Recognition and service awards
• Hybrid and flexible working arrangements, dependent on role
• Reimbursement for work from home equipment

About Commodities and Global Markets

Commodities and Global Markets is a global business offering capital and financing, risk management, market access, physical execution and logistics solutions to its diverse client base across Commodities, Financial Markets and Asset Finance.

Our commitment to diversity, equity and inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply regardless of their identity, including age, disability, neurodiversity, gender (including gender identity or expression), sexual orientation, marriage or civil partnership, pregnancy, parental status, race (including ethnic or national origin), religion or belief, or socio‑economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. Our aim is to provide reasonable adjustments to individuals as required during the recruitment process and in the course of employment. If you require additional assistance, please let us know during the application process.