FIX Network Operations Manager, EMEA, Charles River Development, Assistant Vice President

State Street; Shefford; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global financial services firm in Shefford is seeking a manager for their EMEA FIX Team. This role involves overseeing electronic trading solutions, ensuring client satisfaction, and managing onboarding and support teams. Ideal candidates will have over 10 years of industry experience, deep knowledge of FIX protocol, and excellent communication skills. The position offers a dynamic work environment focused on continuous improvement and client engagement. Excellent problem-solving abilities and a strong customer service mindset are essential.

Qualifications

• 10+ years of working experience following tertiary education/graduation.
• Proven ability to communicate complex technical and functional problems to non-technical audiences.
• Experience supporting application processes installed and running on Microsoft Windows servers.

Responsibilities

• Manage the onboarding and support teams for client connectivity.
• Ensure service delivers against Service Definitions and expectations.
• Act as a point of reference/SME for CRD Network Service.

Skills

Team management experience

Service Management experience

Deep experience of FIX protocol

Strong understanding of WAN and LAN

Demonstrable technical aptitude

Education

Degree level education or alternative third level technical qualification

Tools

Microsoft SQL Server

Salesforce CRM

Job description

Charles River Development provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered via Software as a Service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River Development serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets.

Charles River IMS provides a comprehensive Order and Execution Management System (OEMS) seamlessly integrated with data, FIX connectivity, and trade analytics. Extensive trade decision support capabilities help traders find liquidity, execute trades across all asset classes and currencies, and helps ensure trades are compliant.

The Charles River Network supports electronic trading via the FIX messaging protocol to over 600 global liquidity venues including brokers, multi-broker trading venues, crossing networks, broker algorithms, program desks, dark pools, smart order routers, ECNs, and ATSs. Full integration between the Charles River Network and Charles River IMS ensures fast and reliable direct access between Charles River clients, brokers, and trading venues.

Charles River’s FIX Administration team provides global, 24/7 support which helps simplify network operation and eliminates the need for FIX network management by the client. Charles River’s continuous testing and certification of brokers and trading venues on Charles River Network ensures seamless connectivity and the highest level of reliability.

Background

Charles River Development requires a manager to lead the EMEA FIX Team (Network Operations). The EMEA FIX Team are responsible for implementing and supporting electronic trading of multiple asset classes for buy-side clients across the Charles River Network (CRN).

Responsibilities

• Client Satisfaction: Ensuring the service delivers against Service Definitions and Client expectation, works to de-escalate any issues, find workable, timely solutions to client issues.
• Ensuring availability of Charles River FIX Network to clients.
• Onboarding of client to the Charles River FIX Network.
• Maintaining Business as Usual connectivity and service levels.
• Managing the onboarding and Support teams.
• Mentor Team and manage staff development and performance.
• Act as a point of reference/SME for CRD Network Service internally and externally.
• Management Reporting / Metrics.
• Major incident management.
• Working with Clients, internal Charles River Development colleagues, and third-party partners and vendor(s) to provide problem troubleshooting, support, and resolution.
• Liaison with vendors and third-party.
• Adherence to ISO policies, standards and procedures as defined by Charles River.
• Active participation in continuous process improvement of CRN operational support procedures.
• Collaborate with the Global FIX team to ensure service consistency and effectiveness.
• Strategy and thought leadership around the FIX Service offering and electronic trading.

Essential Requirements

• Team management experience.
• Service Management experience.
• Deep experience of FIX protocol (4.2, 4.4, 5.0) in Implementation and Support.
• Deep experience of the Front Office Order and trading workflow.
• Demonstrable experience supporting complex applications in mission critical environment.
• Demonstrable experience providing telephone-based technical support.
• Proven ability to partner with various internal departments to deliver effective customer service.
• Ability and willingness to participate in periodic out-of-hours support.
• Experience supporting application processes installed and running on Microsoft Windows servers.
• Demonstrable technical aptitude.
• Strong understanding of Wide Area Networks (WAN) and Local Area Networks (LAN).
• Experience investigating errors in real-time application logs.
• Demonstrable experience with critical production system process monitoring, scheduling and automation in an enterprise environment.
• Experience providing technical support for applications running in a distributed, multi-tier, database centric architecture – e.g. Microsoft SQL server, ability to query databases.
• Demonstrable ability to communicate complex technical and functional problems to non-technical audiences (e.g. explaining FIX workflows to Portfolio Managers and Traders).

Desirable Requirements

• Familiarity with buy-side portfolio management systems or exposure to sell-side / vendor OMS/EMS platforms.
• Experience working in a distributed team structure.
• Exposure to xml-based application component configuration.
• Appreciation and understanding of a structured ITIL incident, problem and request environment.
• Prior experience working closely with client services and sales structures.
• Familiarity with Service Now (SNOW) support workflows.
• Familiarity with Salesforce CRM system.

Qualifications

• Degree level education or alternative third level technical qualification.
• 10+ years of working experience following tertiary education/graduation.
• Strong customer service and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• A strong interest in institutional financial services.
• Willingness to learn about and provide support on a variety of applications and interfaces in the Charles River Development application suite.

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