Department description

Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: technical account management, technical onboarding, software certification, client support, and market operations services.

Team description

The EQ Technical Onboarding team is responsible for handling technical configurations, market maker registrations, network enablement and software certifications. The team provides support in multiple geographical locations, covering trading, market data, post-trade and digital market services across Equities markets. The role is customer facing and entails regular interaction with financial professionals and vendors across globe. The team operates on a rotating shift schedule, covering hours from 7:00 AM to 6:00 PM UK time (2:00 PM to 1:00 AM Manila time, or 3:00 PM to 2:00 AM during daylight saving time).

The team provides support for the following markets and services:  London Stock Exchange, Turquoise, RNS, GTP, SEDOL and TRADEcho.

Job Description

The Senior Analyst (EQ Technical Onboarding) is responsible for handling participant reference data, Client/Vendor certification and user set-up within the team. They will be responsible for ensuring all of the procedures, processes and tools used within the team are fit for purpose. They will become a subject expert of each product and service. The role reports into the EQ Technical Onboarding Manager.

Key responsibilities:

• Supports the running of core business processes on a day-to-day basis by proactively identifying issues, delivering resolutions, and implementing process improvements.
• Support Firms and Vendors certification testing. Understand the firm/vendor needs on completing their conformance testing in a timely manner.
• Handle UAT requests for external and internal customers. This includes application and network troubleshooting.
• Resolves raised client queries, raising high-impact risks and building internal relationships and networks with critical teams.
• Act as the main point of contact for all participant reference data activities for London-based markets.
• Keep up to date with products and services to help maintain quality of service during the launch of new products, projects, and service changes, achieving readiness for key achievements and go-lives.
• Align procedures across all supported venues and operational locations.
• Maintain participant data across all LSEG platforms including end of day reference data uploads and instrument market maker registrations.
• Ensure vital incidents are called out in a timely manner.
• Processing and logging customer enquiries thru different mediums: Email, phone call, internal
• Oversee the assigned team’s project and BAU activities for London Markets. The candidate needs experience on handling projects and understand the requirements to share with developers.
• Work closely with the Technical Account Management team to understand client requirements and certification needs.
• Understand the internal and external causes and impacts of operational risks, monitoring key risk indicators to proactively identify issues in advance of regulators
• Build specialist knowledge to analyse complex data and determine and implement resolutions to operational risks in an accurate and timely manner, raising complex operational risks where expertise is required
• Identifies and builds the business case for recommendations to improve operational processes, policies and systems. Moving to a more automated workflow.

Key Behaviours

Integrity

• Has the sustained drive and energy to deliver quality and timely support.
• Willingly puts in the effort to ensure activities are completed on time and to the quality required.
• Able to provide or ask for help when assistance is required.

Partnership

• Teammate with good ethical principle and values.
• Seeks information/inputs from colleagues/clients and communicates openly.
• Takes on routine tasks.
• A confident standout colleague with good interpersonal skills and a genuine desire to help their fellow colleague(s).

Innovation

• Willingly adopts new processes, approaches, ways of working.
• Enthusiastic to achieve, develop, and learn new skills.
• Raises suggestions to improve the service provided.
• Demonstrates ability to apply new skills to improve current workflows and procedures.

Excellence

• Oral and written communications are of the constant high standards.
• Has the ability to breakdown sophisticated issues into clear, concise and understandable segments.
• Analyses issues to identify the most appropriate solutions.
• The candidate is proactive and demonstrates initiative.
• Prioritises activities according to business and operational needs.
• Excellent analysis and problem-solving skills.
• Analyses issues to identify the most appropriate solutions.
• Plans activities, provides progress reports, attends relevant meetings to represent team.
• Carries out work without prompting and close supervision.
• Demonstrates resilience and adaptability in a fast-paced, client-facing environment.
• Maintains a strong customer focus, ensuring timely and effective resolution of client issues.

Candidate Profile / Key Skills Required

• Experience in Fintech / Trader Support

• Knowledgeable on financial ecosystems
• Confirmed customer service skills
• Good communication and problem solving skills.
• Knowledge of FIX protocol

Beneficial

• Technical skills: knowledge of SQL, networking, electronic trading and market data systems and Excel.
• Recent experience in a similar technical customer service role supporting financial clients.
• Worked in professional and client focused environments where detailed process/procedures are followed
• Has ability to use generative AI tools to accelerate research, data analysis.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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