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Operations Analysis Manager
Security and Intelligence Services (India)
posted 8hr ago
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Job Description
About the Role:
OSTTRA,India
The Role: Operations Analysis Specialist
The Team: Traiana provides the world s markets with the monitoring of pre-trade risk and automated post-trade processing of financial transactions for listed and over-the-counter trading. This also includes the provision of regulatory reporting services. Our networks link market participants in high speed-to-market, real-time communication across the trade lifecycle, globally. Services, such as the Harmony Network, have become the market standard for post-trade processing in an increasing number of markets.
Traiana Operations provide operational day-to-day customer support for all services supported within the Traiana suite of products. They are also responsible for the new client setup and new process adherence for the external client communities. They work closely with Professional Services, Product Management, Client Account Management, Business Development and Technology to ensure timely and accurate responses to customer inquiries. The group is also responsible for incident reporting and escalation.
The Impact: The successful candidate will be responsible for providing day-to-day customer support for all services supported within Traiana s suite of products.
What s in it for you: We are looking for self-driven, client focused individuals with great problem solving and analytical skills to fill an Associate position within the Operations group. The successful candidate will be responsible for providing day-to-day customer support for all services supported within Traiana s suite of products.
The Onboarding team assist clients with new client set ups and UAT testing prior to go-live in Production environment. Client Services team is responsible to assist existing clients with daily queries pertaining to Production environment.
- Responsibilities: As part of platform / system support, individual is required to assist on everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
- High level of direct client interaction. Client queries handled via emails and phone hotline.
- Act as the primary point person for incident management for Traiana-wide incident impacting our globally based clients during EMEA hours. Incident management responsibilities include:
- Response to initial incident notification
- Providing regular updates to clients per SLA
- Primary liaison for aiding our clients through post-incident recovery
- Provide Major Incident reporting following any Severity 1 outages per SLA.
- Participate in internal testing of applications, prior to any change going live in production.
- Work closely with internal teams for system enhancements.
- Ensuring accurate input of static data client profile configurations are processed daily and the team meets assigned targets and SLA s.
- Monitor client query queues, diagnose and resolve any resulting exceptions or errors and work with internal groups to provide resolution.
- Respond to client requests by providing detailed analysis and feedback.
- Process reports (user list / Trade) as requested by clients.
- Participate in internal / external training needs. Educate clients on upcoming changes.
- Liaise with participants for rolling out new products
- Communicate and assist internal departments for onboarding new participants in a timely manner and effective implementation of the product.
What We re Looking For:
Education and experience
- University graduate preferred.
- 10+ years of experience required.
- Work experience in the financial markets preferably in operations
- Knowledge of OTC / FX products, the trade clearing process and application support a major plus.
- Prior experience working on Traiana applications is a major plus
- Exposure to working in a techno functional operations role is preferred.
Commercial awareness
- Ability to work in fast paced environment with client orientation
Management requirements
- Team Management
Personal competencies
Personal impact
- Strong customer service and problem-solving skills
- Focused on Operational Control and Data Security
- Flexible and able to adapt to change
- Able to work independently with minimal supervision
Communication
- Excellent interpersonal, written and verbal communication skills
Teamwork
- Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Saturday
Within city
Day Shift
Security and Intelligence Services (India) Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Free Transport 
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