Electronic Trading Application Support Analyst

Citi•Mississauga, ON

35d

About The Position

We are seeking a highly motivated Electronic Trading Application Support Analyst to join the EES (Electronic Execution Services) team, supporting Citi’s Futures Execution Technology and Businesses globally. The purpose of this role will be to provide the first line of support to both external & internal customers on Citi’s Futures trading platforms, onboard clients on e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the customer experience and relationship. Successful candidates will join the global EES team working alongside respective sales groups to provide a high-level service across internal and external applications. The candidate will also be focused on driving forward key efficiency initiatives towards customer onboarding experience. Responsibilities: Proactively work to minimize support queries, analyze the root cause of issues and understand the business and processes impacted on behalf of the team Conduct assessments to improve existing procedures and drive automation of processes Maintain a high-level of service for traders and internal / external clients and act as primary contact for the team covering trading setups and administration. Collaborate effectively with colleagues globally, sharing information and knowledge effectively Provide a world class support service to a geographically diverse user bas Strong process awareness and ability to manage day-day requests, queries, issues/problems and customer escalations under pressure Ensure all issues are tracked and work closely with business development managers to prioritize resolution Collate customer feedback and experience and translate them into new initiatives over process and system optimization Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any Develop expertise in the relationships between clients, sales and technology teams Develop in-depth knowledge of the fundamentals of Futures/ Listed Derivatives business Communicate complex technical and functional issues to business users in a language they understand Run management meetings to report on projects, status and key challenges.

Requirements

5+ years relevant years of experience
Clear understanding of Listed Derivatives market structure and underlying products, trading concepts, including the front to back understanding of trading lifecycle-Execution, Allocation, Clearing & Settlement process, working experience in onboarding & administering electronic trading (e-Trading) users, administering trading limits, monitoring client execution flows & system alerts would be highly preferred
Experience in e-Trading Client Services or associated Operations group in a high availability/mission critical environment
Demonstrated ability to efficiently problem solve in time critical scenarios
Previous experience/knowledge of supporting a Futures trading business preferred
Experience and/or knowledge of financial & banking industry is a plus
Strong communication skills
Effective written and presentation skills
Understanding of client trading architecture is preferred
Experience in data analysis and MIS reporting is preferred
Knowledge of foreign languages will be an added advantage but not essential
Ability to work at strategic and tactical operational levels
Exceptional interpersonal and communication skills
Ability to promote positive work relationship
Ability to think clearly, analyze and resolve problems with good judgment
Display a flexible attitude to work and a great team player
Understand criticality and concepts of information security
Bachelor’s/University degree or equivalent experience

Responsibilities

Proactively work to minimize support queries, analyze the root cause of issues and understand the business and processes impacted on behalf of the team
Conduct assessments to improve existing procedures and drive automation of processes
Maintain a high-level of service for traders and internal / external clients and act as primary contact for the team covering trading setups and administration.
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Provide a world class support service to a geographically diverse user bas
Strong process awareness and ability to manage day-day requests, queries, issues/problems and customer escalations under pressure
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Collate customer feedback and experience and translate them into new initiatives over process and system optimization
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any
Develop expertise in the relationships between clients, sales and technology teams
Develop in-depth knowledge of the fundamentals of Futures/ Listed Derivatives business
Communicate complex technical and functional issues to business users in a language they understand
Run management meetings to report on projects, status and key challenges.