Fixed Income Deal Support Analyst
Specific Responsibilities
1.Deal Support
- First and second line telephone and email support of clients.
- Monitoring of live deals:
- IssueNet/IssueBook deals:
- ID management, order resolution and deal completion across multiple syndicates.
- Performance of IssueNet and IssueBook systems.
- IssueBook deals:
- Functionality queries and performance.
- IssueNet/IssueBook deals:
- Escalation of issues that cannot be resolved at team level.
- Ensure proper handover of deal support issues to other regions (outbound as well as inbound).
2.Application Support and SLA (Service Level Agreement) Monitoring
• Establish SLA criteria on problems reported and liaise with technology.
• Ensure SLA’s are met by logging and monitoring all faults through to resolution.
• Review and monitor performance against the clients’ SLA and key metrics for operation of services.
• Ensure that client bank issues are resolved to their satisfaction within the agreed SLA.
3.Analysis/Project Management
• Research and document client requirements and communicate proposals to internal teams and clients.
• Write up functional specifications and work with Professional Services and Technology to see specifications implemented.
• Coordinate and manage new releases of the IssueNet service.
• Coordinate and manage release process for IssueBook clients.
4.QA
- Test and sign off on new product releases (IssueNet/IssueBook).
- Perform sign-off and accreditation of all new releases of client systems connected to IssueNet.
5.Operations:
- Work within and help to refine the Operations policy.
- Be aware of any market or regulatory changes that will impact our services.
- Be aware of commercial developments within the market which our services could be extended to cover.
6.Client Communications and Management:
- Help promote Ipreo services to clients and third parties (e.g. seminars, workshops etc.) when requested.
- Help with website content management, electronic newsletters.
- Attend client review meetings and user group sessions.
- Help manage and resolve conflicts with clients.
- Conduct user training.
7.ID Service Management
- Administering the creation and maintenance of unique codes for Issuers, Investors and Syndicate Banks where necessary.
- Mapping of bank investor lists with the unique codes.
- Ongoing data cleaning of all ID records to comply with corporate actions and other events.
Skills Required
• Outgoing personality and a good team player
• Strong communication skills and a proven ability to cope with a pressured environment.
• Knowledge of Microsoft Office applications including SharePoint and Excel and a familiarity with the Internet and the techniques involved are essential.
• An understanding of relational databases, SQL and web services would be advantageous.
Working hours
The team operates between the hours 07:00 and 18:00 (GMT/BST) and some shift work based on a rota will be required within these hours.