Front Office Support- Trading platforms (non-technical)

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries.  We are 5,300 people strong.  We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

In summary, the key responsibility is to manage and maintain the multiple trading platforms, being the first point of contact to support the brokering desks in the APAC region. In order to enhance the functionality of our trading platform, the job also entails working with cross-functional teams (e.g. Sales team, Product team etc.) to test and launch new & existing projects. At TP ICAP, we call such roles "Market Administrators".

Role Responsibilities

• First line support for any issues relating to Market Administrators trading platform.
• Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigations, resolutions, escalations, communication, follow-up, logging and trending (Identify, diagnose and resolve).
• Responsible for ongoing maintenance of the platform’s data accuracy including updates when required and pro-active monitoring.
• Issue logging and tracking of requests via service management tool (ServiceNow).
• Ensure logging of all incidents into ServiceNow for compliance and management review.
• Monitor support chats and respond; investigate user queries and issues in a timely manner.
• Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.
• Work with the product management team in raising workflow and system improvements.
• Learn and understand brokered products relating to Market Administrator’s trading applications.
• Coordinate any internal training requirements relating to Market Administrator’s trading platforms.
• Support and testing of all new software releases before roll out.
• Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
• Maintain up-to-date team technical documentation, team procedures and processes.
• Cross-train other team members of your championed system.

Experience / Competences

Essential

• Familiarity with system log, Service Now and XMLanalysis.
• 1-3 years' experience working in Financial Services in a similar capacity.
• Strong attention to details, confident to liaise with internal and external customers.

Desired

• Ability to work in a fast-paced environment and demonstrate high levels of energy in seeking out and achieving new goals.
• Adapts communication style to suite audience, projects personal credibility and is a self-starter.

Job Band and Level: Professional, 4

LI-ASO

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. 

Location

Hong Kong - 20th Floor - One Hennessy - Wan Chai