eCommerce Support Analyst
Summary
Background - E-Commerce is key area of growth and focus in the Fixed Income and Forex business. With strong defined processes and a goal for operation excellence, this team is accountable for managing the client on boarding process. This team also owns the log of all clients' issues and is the first point of contact for the coordination and resolution of production problems working in strong partnership from the technology support groups.
The candidate will be part of a team based between London, Paris and NY. This team is a new team thus the candidate will have to drive change and adapt to a fast moving environment. The candidate will also be required to take on ad hoc project related tasks which will require a certain autonomy.
Main responsibilities
Support:
The role, will be to assist in all e-Client services and e-commerce reporting activities for Fixed Income and Rates products :
- Administration: onboarding of clients on eTrading platform, mapping, reconciliation etc..)
- Resolution of any e-trading issues (trades issues, client connectivity etc...)
- Follow up of limits issues
- Trouble shooting
- Writing procedures on processes, continuous improvement, initiatives etc.
- Set-up and verbalize meetings with stakeholders
- Collate and verbalize stakeholders expectations
- Identify potential risk and put controls in place
- Production of KPIs and capacity statistics for Local and Global Management
The individual will closely liaise with internal and external clients such as:
Internal clients: Front Office, SG Branches, IT, BO and MO
- Liaising with Sales, Trading, IT team
External contacts: Clients, Vendors
Degree of autonomy
Level of authority
The role demands a good team player (working closely with teams in Paris and NY) with excellent communication skills. Able to prioritise daily workload in a pressurised environment. The level of autonomy will be greater when working on ad hoc projects and assignments that are assigned throughout the course of the year
Experience
Previous experience: at least 2 years in Bonds or CDS-IRD pre-trading onboarding and trouble shooting.
Technical skills
Fluent French will be a bonus, but not essential.
Good knowledge of the Bonds/IRD/CRD front-to-back trade flow
Excel at advanced level (including Pivot Table) is mandatory for Reconciliation and Reporting tasks.
Knowledge of: Bloomberg, Bondvision and/other FO execution platforms is a must.
Personal Skills
Excellent organisational and record-keeping skills
High capacity of organizing and prioritizing the daily tasks
Analytical skills and ability to summarize key messages (Rigor is essential to the mapping activities. To solve issues quickly and efficiently, we need to be able to analyze the situation. The team receives a lot of requests and it is essential to be able to prioritize efficiently.)
Communication skills (The team is the central point for all eTrading issues. We need to communicate with all type of actors: management, sales, traders, clients, risk. Appropriate communication style and manner and being able to adapt your message according to the person you are talking to is essential.)
Self-control (The team is the first point of contact for any issues related to eTrading. We need to be able to manage stressful situation. It is a demanding role that requires the ability to keep your cool under any circumstance in order to solve the issues)
If this role is of interest to you, please contact Charlotte Allen on charlotte.allen@sgcib.com. 
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