Client Service Manager
Thomson Reuters
London, United Kingdom
6d ago

About Trading Operations

The Trading Operations group provides trade, order, and workflow support for the Refinitiv transactions platforms across asset class including foreign exchange, equity, and fixed income.

Refinitiv FX offers the world’s leading independent source of trusted FX market insight, interbank and dealer-to-client electronic trading venues, workflow management, post-

trade and regulatory support for both sell- and buy-side market participants.

The Refinitiv FX portfolio includes :


Swap Execution Facility (SEF)

Multilateral Trading Facility (MTF)

Trade Notifications (TRTN)

SWIFT Confirmations

Refinitiv REDI is a multi-asset class execution management system (EMS). It is a broker-neutral, trade execution to the buy and sell-

side, which offers cross-asset trading functionality, powerful workflow and compliance tools, and rich analytics via desktop application, cloud, mobile and API.

Refinitiv Fixed Income Callout is a negotiation solution providing a controlled and validated mechanism for arranging of transactions for fixed income products.

The products and services we support are diverse in their functionality and complexity. These products exist on numerous infrastructure components and rely on complex global network connectivity to ensure the delivery of fast, reliable and secure services.

We serve thousands of top-tier clients in the central bank, active trader, asset manager, corporate treasurer, financial intermediary, market maker, and broker dealer segments globally.

We operate from global locations and have offices in New York, London, Hong Kong, Singapore, Manila, and Dallas.

Role Summary

We are looking for an experienced and energetic Client Service Manager with electronic trading and platform support experience to be a part of our global and dynamic client service team.

This position will be located in our South Colonnade London, UK office. This is a management position with cross regional coverage responsibilities for EMEA and APAC.

This position will report into the Global Head of Trading Operations in New York.

The successful candidate must have strong people management, relationship management, problem solving, service management, and incident management skills.

The successful candidate will also be very comfortable with technology, have strong communication skills written and oral, and must be a fast learner.

Candidates with a strong FX background will have a unique advantage. There will also be bias for candidates experienced in electronic trading and familiar with global equity, options, and futures markets.

We are looking for the right personality that will match our collegial and respectful culture, while putting the needs of our clients first and striving to achieve the goals set by our management team.

The candidate must have a demonstrated history of being a thoughtful leader, team player and a flexible mindset and attitude.

Role Responsibilities

  • Lead a cross regional team.
  • Proactively respond to systematic and market events and effectively communicate events internally and externally.
  • Provide hands on day to day assistance, provide guidance to service staff, and monitor the workload to ensure that items are being handled and prioritized efficiently and effectively.
  • Invoke and participate in Incident Management and Business Critical processes.
  • Manage client expectations, requests and escalations and ensure SLAs are met.
  • Train, mentor, and counsel existing staff, and identify, recruit and develop new talent.
  • Create a high-performance culture by managing effectively and differentiating performance, by promoting knowledge and excellence, and by building a diverse and inclusive team.
  • Provide the highest level of customer service possible. Be the face of the organization. Identify important issues, get personally involved when necessary, and instill confidence in our clients.
  • Proactively identify and escalate issues within the proper framework.
  • Monitor and analyze metrics, collaborate with staff to make process improvements, and implement and support recommended changes.
  • Champion new initiatives, and promote engagement, knowledge, education, and talent.
  • Forecast corporate actions and market events, and broadcast items to the appropriate teams.
  • Hold performance reviews, make promotion recommendations, and help determine compensation and bonus targets.
  • Work on special projects and delegation as necessary to accomplish goals in a timely manner.
  • Leverage all client coverage tools and work with L2, Relationship Management, Product Management and Development teams to manage the customer experience.
  • Set the team agenda and ensure proper support coverage at all times.
  • Essential Skills & Experience

  • Demonstrable and proven relevant work experience
  • Proven people management skills
  • Excellent customer service skills
  • Ability to communicate clearly, written and verbal, to internal staff and external clients alike
  • Experience in managing a helpdesk or trade support desk in the FX, Equities industry
  • Experience in supporting a multi-bank, single dealer, broker dealer trading platform
  • Experience in supporting or using ECN, Option trading, Algo trading, OMS, or EMS
  • Experience working with investment banks, corporates, asset managers, and hedge funds
  • Proven ability to problem solve by leveraging knowledge, tools, logic, and relationships
  • Proven Service Management experience in triggering the Major Incident protocol, participating in the Incident Management process, and contributing to the post incident RCA discussions
  • Quick Learner with strong attention to details and ability to think outside the box
  • Ability to manage your own time and to prioritize multiple concurrent tasks
  • Experienced in all Microsoft Office products (Word, Excel, PowerPoint, Outlook, etc.)
  • Desired Skills & Experience

  • FX Confirmation and Settlement
  • FX Prime Brokerage
  • Treasury Management Systems
  • Relationship Management experience involving face to face client visits and presentations
  • Familiarity with Straight Through Processing via proprietary API, FIX, CSV, and XML
  • SWAP Execution Facility and MiFID II knowledge
  • IT software & connectivity. FIX protocol, Network connectivity, Trading UI and API, Database.
  • Knowledge of the equity and derivatives markets
  • Direct experience trading electronic markets is a plus
  • Bi-lingual a plus
  • Education

  • Bachelor’s Degree
  • The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change.

    With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise.

    At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.

    As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.

    Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

    Intrigued by a challenge as large and fascinating as the world itself? Come join us.

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