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. 

Founded in London in 1866, the Group operates from more than 60 offices in 27 countries.  We are 5,200 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

The Head of Trading Venue Operations is responsible for the day-to-day leadership of asset class-aligned support teams, driving an efficient and scalable end-to-end support model for TP ICAP's broker and trader-facing platforms. This includes fostering a culture of operational excellence, continuous improvement, and customer focus, while ensuring issues are resolved quickly and effectively with minimal business impact. This is a hands-on role, responsible for a team of 18 professionals located across Singapore, Hong Kong, Sydney, and Manila, providing operational support across five asset classes: Credit, Rates, FX, Equities, and Energy & Commodities.

The team provides real-time support for TP ICAP brokers, traders, and their clients across a wide range of internally developed and vendor platforms within the APAC region. Responsibilities include supporting client onboarding, order initiation, trade management, connectivity, straight-through processing (STP), system configuration and the management of operational incidents and service requests.

A critical aspect of the role is building and maintaining strong relationships with brokers, product owners, and senior business stakeholders, ensuring transparent communication, clear expectation management, and a highly responsive support experience.

The role is also expected to champion the adoption of AI, automation, and data-driven operational practices to enhance service quality and productivity. By leveraging intelligent tooling, workflow automation, and operational analytics, the team will reduce response and resolution times, improve incident recovery outcomes, increase accuracy, strengthen knowledge management, and accelerate the training and development of new team members.

Through strong leadership, effective stakeholder engagement, and a relentless focus on operational performance, the Head of Trading Venue Operations will play a key role in ensuring the stability, reliability, and continuous evolution of TP ICAP's trading venue technology services across the APAC region.

Role Responsibilities

Core Broker/Trader Support

• Lead the delivery of a high-quality Level 1 support service across multiple asset classes, ensuring incidents, service requests and operational activities are managed effectively within agreed service levels and business expectations
• Build and maintain strong relationships with brokers, desk heads, product owners and senior business stakeholders, acting as a trusted partner and ensuring clear, timely and transparent communication
• Act as the primary escalation point for business-critical support issues, driving resolution, coordinating stakeholders and minimising business impact
• Ensure all support activities are managed through to resolution, with clear ownership, proactive communication and regular updates that build confidence and trust with stakeholders
• Foster close collaboration between Level 1, Level 2 and Development (L3) teams, helping to break down organisational silos and improving knowledge sharing, accountability and service outcomes
• Define, implement and continuously improve operational procedures, standards and controls, establishing consistent, streamlined and scalable support processes across products and platforms
• Continuously improve escalation, hand-off and incident management processes between support and engineering teams, ensuring efficient transfer of information and faster resolution of issues
• Champion the use of ServiceNow and other strategic tooling to improve workflow management, operational visibility, management information and service performance reporting, ensuring consistent adoption across the team
• Collaborate closely with Product and Technology teams to understand upcoming product developments, assess operational impacts and ensure support readiness
• Act as the focal point for Risk Management, Audit and Compliance matters within the team, ensuring adherence to policies, controls and regulatory obligations
• Translate business objectives into measurable team goals and drive a culture of accountability, ownership and continuous improvement

Communication and People Management

• Ensure the team’s resources are optimally distributed across asset classes to meet the demands from the business, with any necessary re-balancing carefully considered and proposed
• Set clear objectives, evaluate progress and instil a high performance culture with a focus on team work, service excellence and ownership for resolving issues
• Strengthen asset class expertise, technical knowledge and operational capability across the team through structured training, mentoring and knowledge-sharing initiatives
• Champion the adoption of AI, automation and data-driven operational practices to reduce manual effort, improve accuracy, accelerate onboarding and training, and enhance the overall support experience
• Leverage intelligent tooling and operational analytics to reduce response and resolution times, improve incident recovery outcomes and proactively identify service improvement opportunities
• Manage the team and individual performance, develop their skills and technical capabilities
• Partner closely with Level 2 Support teams, Application Development, ITSM, Operations and business functions to coordinate interdependencies, improve service delivery and promote a ‘one-team’ approach to supporting trading platforms

Experience / Competences

Education/Professional Qualifications

• Degree educated or equivalent industry experience

Professional Competencies

• Demonstrable experience leading a comparable technical support function within a Financial Services environment, ideally supporting Credit markets
• Proven track record of delivering measurable service improvements, operational efficiencies, and enhanced client outcomes through process optimisation, technology adoption, and continuous improvement initiatives
• Experience of driving change initiatives in a service environment
• Strong stakeholder management skills with a proven ability to build trusted relationships and influence stakeholders at all levels, including senior business leadership, brokers, traders, product owners, technology teams, and commercial functions
• Exceptional communication and interpersonal skills, with the ability to provide clear, concise, and audience-appropriate communication during both business-as-usual operations and high-pressure incident situations
• Experience developing, coaching, and leading high-performing teams, with a proven ability to improve technical capability, knowledge sharing, and employee engagement across geographically distributed teams
• Proven knowledge of Financial Markets, Systems and Over the Counter (OTC) products and pre/post-trade workflows, again ideally in Credit markets
• Financial sector experience in at least one of the aforementioned asset classes

Job Band and Level

• Manager, 7

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. 

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