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Client Services Analyst

1 month ago

Pulau Pinang, Malaysia S&P Global Full time

**About the Role**: Position Summary

Duties & accountabilities
As part of platform/system support, the individual is required to assist with everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
Direct interaction with OSTTRA Clients globally to resolve technical and non-technical related queries, working in close partnership with our global teams.
Monitor client queries investigate and troubleshoot errors and work with internal groups to provide resolution.
Respond to client requests by providing detailed analysis and feedback.
Work closely with internal teams for system enhancements/escalations.
Participate in internal/external training needs. Educate clients on upcoming product enhancements/changes.
Onboarding new participants in a timely manner and effective implementation of the product. Assist clients in testing the trade flows and help troubleshoot issues faced by the client.
Configure the product as per the client’s requirement with regard to trade confirmation.
Perform testing and provide troubleshooting for the client to configure the product as per the requirements of the participant in the UAT and pre-prod environment and emulate the same design setup in the production environment as well.
Develop and maintain productive client relationships.
Coordinate across internal teams across the global operations footprint to achieve a positive outcome for client experience.
Respond to client requests by providing detailed evaluation and feedback.
Participate in the testing of system enhancements.
Identify and track system issues, partnering with technology teams to ensure delivery.
Able to read, write and speak both English and Japanese language fluently (at a native or business level proficiency) to provide direct support to Japanese-speaking Clients, in addition to our Global clientele.
Business competencies
Education and experience
Keen interest in or basic understanding of financial markets and the OTC post-trade framework and knowledge in financial products (FX, Equity, FI, Credit or Futures)
Fluent in both Japanese and English language to provide direct support to Japanese-speaking Clients.

Commercial awareness
Ability to work in a fast-paced environment with client orientation
Personal competencies
Personal impact
Able to work independently with mínimal supervision
Open-minded, flexible, and willing to adapt to changing situations
Be flexible regarding hours including weekends and public holidays
Communication
Excellent interpersonal, written and verbal communication skills
Able to demonstrate a resourceful and collaborative approach to problem-solving, as well as the ability to handle difficult conversations with clients.
Teamwork

**Department overview**:
OSTTRA provides an end-to-end solution for post-trade transaction management of credit, interest rate, equity, and foreign exchange derivatives. OSTTRA also connects dealers and buy-side institutions to central clearing counterparties, trade repositories, and electronic swap markets.

OSTTRA Operations & Client Support provides operational and technical day-to-day customer support for all services supported within the OSTTRA suite of products. They are also responsible for the new client setup and new process adherence for the external Buy Side and Dealer communities. They work closely with Product Management, Client Account Management, Business Development and IT to ensure timely and accurate responses to customer inquiries. The group is also responsible for incident reporting and escalation.
Company Overview
OSTTRA, 50/50 owned by CME Group and S&P Global, is a leading provider of progressive post-trade solutions for the global OTC markets across interest rate, FX, equity and credit asset classes. It incorporates CME Group’s optimization businesses -Traiana, TriOptima, and Reset - and S&P Global’s MarkitSERV, headquartered in London.

About OSTTRA

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.
With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.
Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.

What’s In It For You?

**Benefits**:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

**Our benefits include**:
**Health & Wellness**: Health