Senior Associate, Client Services

About Us

[Employer hidden — sign up to reveal] is on a journey to digitally transform one of the world’s largest financial markets, enabling the shift from analog, phone-based trading to a fully electronic marketplace. Why does this matter? Because our platform makes trading fixed-income more accessible, ultimately improving transparency, efficiency, and competition in the marketplace. Changing the way an established industry transacts is no easy feat. There will be twists and turns, because no one’s ever done this before. But now, more than 2,000 clients around the world rely on our solutions, and that number is only expected to grow in the years ahead. We know where we’re going. How we get there is up to us. Join us and help Take Us There.

The Role

We are seeking a Senior Associate, Client Services to provide elevated, specialist first-line support for our RFQ-Hub business line, supporting an established and growing global client base. This role sits within the Client Services vertical and acts as a centre of expertise for RFQ-Hub, combining deep product knowledge, trading protocol understanding, and technical triage capability. The successful candidate will support clients operating in Equity Derivatives and OTC markets, while remaining flexible to support other trading protocols as required. The role is highly client-facing and operates at the intersection of client service, product expertise, and technical problem-solving, without being a pure technology or development role.

Success in This Role Looks Like

• RFQ-Hub customers receive timely, accurate, and confident support, particularly during critical trading scenarios
• Improved first-touch resolution for RFQ-Hub related issues
• Reduced repeat or avoidable client inquiries through better guidance and training
• Strong internal reputation as a go-to RFQ-Hub specialist within Client Services
• High-quality knowledge assets that support team scalability and future AI-enabled service models

How You’ll Help Take Us There

Client Support & Issue Resolution

• Act as an elevated first-line support specialist for RFQ-Hub, handling time-sensitive trading issues and client inquiries related to trading performance, business logic, and suspected platform issues
• Investigate and triage order flow, cancels, amends, and reference data issues across the RFQ-Hub platform
• Analyse and interpret FIX messages to identify root cause and determine appropriate next steps, including escalation where required
• Use Salesforce and associated operational tooling to manage, track, and document client issues, ensuring visibility and continuity
• Resolve issues with a strong focus on accuracy, timeliness, and client confidence, particularly in high-pressure trading environments

Product & Trading Protocol Expertise

• Develop and maintain deep product knowledge of the RFQ-Hub platform, including functionality, trading logic, and supported workflows
• Serve as a trusted subject matter expert for RFQ-Hub within Client Services
• Provide informed support across other trading protocols where required
• Partner closely with Product and Technology teams to understand platform behaviour, configuration, and system dependencies

Client Enablement & Training

• Deliver client training sessions focused on effective use of the RFQ-Hub platform and workflows
• Support client onboarding and adoption by reinforcing understanding of platform capabilities and operating models
• Act as a point of continuity for clients, reinforcing confidence in both the product and the service model

Configuration & Operational Support

• Coordinate configuration management activities within the RFQ-Hub platform, including hands-on configuration where required
• Work closely with internal teams as configuration responsibilities evolve toward more specialised ownership
• Ensure configuration changes are controlled, documented, and accurately reflected in Salesforce and supporting systems

Knowledge & Continuous Improvement

• Champion operational support excellence for RFQ-Hub within Client Services
• Contribute to the development, maintenance, and governance of product and operational knowledge assets
• Help establish repeatable support practices that improve scalability, consistency, and client experience
• Support the evolution of structured knowledge repositories that will underpin future AI-enabled service capabilities

What We’re Looking For

Required

• 4+ years of experience in a client facing role within financial services
• Experience supporting clients in a financial markets or trading environment
• Exposure to Equity Derivatives and/or OTC markets, with understanding of RFQs, execution workflows, cancels, and amends
• Experience triaging and interpreting FIX messages or equivalent protocol-level data
• Strong product and technical aptitude, with the ability to understand platform behaviour and system interactions
• Experience using Salesforce or similar CRM/case management platforms
• Confident, clear client-facing communication skills, particularly when explaining complex or technical issues
• Proven ability to collaborate effectively with Business, Technology, and Operations teams
• Ability to incorporate AI into daily workflows; passion for ethical adoption of AI practices

Preferred

• Experience supporting RFQ-based trading platforms or electronic trading venues
• Exposure to configuration management for trading platforms
• Experience delivering client training or enablement sessions
• Familiarity supporting clients across EMEA and APAC
• Experience contributing to knowledge management or operational documentation

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