Senior Operations Executive

FinTop Consulting; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A global financial services firm is seeking an Operations Senior Executive to manage trading platforms, mentor team members, and ensure excellent client experiences. This role involves guiding customers from technical onboarding to live trading, resolving trading issues, and collaborating closely with various stakeholders. The ideal candidate should possess strong communication skills, in-depth knowledge of financial markets, and the ability to thrive in a fast-paced environment. They will ensure that all operations meet the necessary SLAs while providing high-quality back-office support.

Qualifications

• Experience with trading systems such as MT4/5 and others.
• Ability to manage and support trading systems effectively.
• Strong problem-solving skills to handle trading issues.

Responsibilities

• Manage trading platforms and guide customers from onboarding to live trading.
• Act as Subject Matter Expert and provide mentorship to the team.
• Ensure communication meets SLAs and handle customer concerns.
• Communicate with clients and tech partners; resolve trading issues.
• Ensure SLA compliance and escalate as needed; act as role model.

Skills

Technical onboarding

Strong communication

Empathy and emotional intelligence

Detail-oriented

Knowledge of financial markets

Empathy

Emotional intelligence

Tools

MT4/5

PrimeXM

YourBourse hubs

Trading platform

Job description

A global financial services firm operating in the institutional trading space, providing multi-asset liquidity and technology solutions to professional clients worldwide. The company works closely with brokers, financial institutions, and trading firms, offering access to markets such as forex, commodities, indices, and digital assets, supported by robust infrastructure and a fast-growing international team.

Key Responsibilities:

• The goal of this work is to manage the trading platforms, guiding customers from technical onboarding to live trading and assisting colleagues, clients, and technology partners to provide a great client experience.
• You will be regarded as the Subject Matter Expert (SME), with responsibilities for inspiring team members, giving assistance and direction, quality checking work, and offering one-on-one feedback.
• As the company's industry representative, you will train, coach, and mentor the team to provide an excellent client experience, while also supporting the team lead/manager and key stakeholders.
• This includes communication with clients, negotiating with tech partners, and resolving trading issues.
• You will oversee ensuring that all communication channels meet SLAs and elevate as needed. Ensure that all questions are handled professionally and quickly and serve as a role model for your colleagues by effectively detecting and resolving/escalating customer concerns with the required priority and urgency.
• The Operations Senior Executive must be extremely driven, devoted, technically focused, and customer-oriented. The ideal applicant will be a strong communicator who is passionate about providing first-rate back-office operations.
• They will be technically minded, detail-oriented, and proficient enough to coach and grow team members.
• They will have a high level of empathy and emotional intelligence, as well as a thorough grasp of financial markets and trading systems, and the ability to flourish in a dynamic, fast-paced atmosphere that values proactivity and autonomy.
• You will assist the Operations Manager with a variety of activities, ensuring the department's goals and objectives are accomplished.

Requirements:

• Collaborate closely with the Team to assist with technical onboarding of new customers, user acceptability testing, and the introduction of new processes and technological solutions.
• Continuous maintenance and monitoring of all key system settings and back-office aspects within the Institutional / Professional application stack.
• Complete trade reconciliation and settlement reporting.
• Monitor daily trading activities, customer activity, and platform logs to proactively detect and handle any problems.
• Manage, update, and support trading systems (MT4/5, PrimeXM, YourBourse hubs, and our own trading platform).
• Conduct end-to-end trade investigations, address exchange inquiries and real-time trading difficulties.
• Support front-office users with the trading product suite.
• Act as the primary point of contact for trading and risk-related problems for users.
• Test and implement production modifications.
• Interact with senior managers and dealers.