Customer Operations Associate, EMEA

The Role

As a native English speaker with an additional EU language(s) desirable (French or German preferred) you will provide a premium level of client service to our EMEA and APAC clients, as part of the MarketAxess Trading Client Services team. MarketAxess has a global client base where the EU Client Services team primarily provides central first-line Operational Support to our EMEA and APAC clients. Outside of day-to-day support you will also participant in the functional aspects of onboarding, ensuing MiFID II requirements are met and have additional focus on trading system functionalities, global trading protocols and other business led initiatives. 

This role is suitable for candidates seeking a client facing role and to further develop a career within operations. 

How You’ll Make an Impact

Provide general day-to-day first line support to the issues of EMEA and APAC trading venues, including:

• Proactively respond to all Client/Dealer queries and requests 
• Collaborate with internal Client Sales and Dealer Relationship Managers on all client and dealer issues 
• Efficiently process Client/Dealer onboarding configuration to a very high standard and in a timely manner 
• Efficiently work with Dealer System Admin teams regarding client and user enablement 
• Produce, maintain and distribute reports both internally and externally whilst proactively looking for opportunities to automate processes and procedures 
• Provision of demonstrations, training and troubleshooting on all MarketAxess Trading and Admin user interfaces  
• MIS/Ad-hoc reporting. Establish, maintain, and improve relationships with dealer key contacts (e-com, business managers, traders, sales)
• Ensure all required documentation and help guides for both internal and external purposes are kept up to date and accurate
• Work closely with internal teams, escalating appropriately whilst ensuring client is managed effectively throughout
• Represent the team in internal project meetings
• Complete any ad-hoc requests as directed by the Client & Account Services Manager 

What We’re Looking for

• 2+ years of experience within a financial services firm, preferred 
• EU Language(s) desirable: (French and German) 
• Previous experience working within a client-facing role 
• Excellent presentation and communication skills, both written and oral 
• Must be proficient all MS Office programmes, with a focus on Excel 
• Very proficient in Excel (V-lookup, Pivot Tables) 
• Ability to multi-task and prioritise accordingly 
• Excellent interpersonal skills, with the ability to influence internal and external audiences at all levels of seniority 
• Excellent analytical skills and critical thinking abilities 
• Ability to work both independently and as a team member 
• Self-starter and tenacious; ability to motivate others 
• Knowledge of MarketAxess and an understanding the Fixed Income trade lifecycle, preferred 
• Basic understanding of the regulatory landscape, preferably with knowledge of MiFID II (ARM, APA, PII) 

What You Can Expect from Us 

• Central Location: based at our city offices near St Paul's.  
• Free Food: We provide lunch each day of the week when the employee attends the office via our vendor Feedr as well as breakfast cereals, office snacks and drinks from our free vending machines 
• Paid Time Off: 25 days annual leave entitlement plus 2 charity days
• Reward for your service: We offer a two-week bonus holiday after completing each 5 years of service 
• Core benefits: Besides competitive standard benefits package we offer private medical (PMI) for family, Cash Plan, health screenings, dental cover, 6X life assurance, critical illness cover, income protection, pension, car leasing (Tusker electronic cars), reimbursement for wellness stipend, interest free season ticket loan and a “Share Incentive” plan
• Tuition Assistance and Professional Training: Benefit from on-demand learning, boot camps, and opportunities to attend conferences 

Collaboration and innovation are integral to our success – it's how we got to where we are and how we’ll maintain and grow our competitive advantage. We believe this best happens in an office environment. Employees work in the office 4 days a week. This approach still allows for flexibility depending on the business function you work within but also helps us maintain a collaborative office environment long-term.