Market & Client Support

Role Overview

• Act as the primary point of contact for external clients during the onboarding process, coordinating communication and progress across internal teams such as Market Operations, Technology, Risk, Regulatory and Commercial teams.
• Support client onboarding and due diligence processes by providing required documentation, information, and clarifications.
• Ensure onboarding timelines are met.
• Act as a coordination point to help investigate, manage, and rectify client issues during onboarding and ongoing relationship support, working with relevant internal teams as required.
• Assist with ongoing relationship management by preparing relevant documentation, updates, and responses to sales
• and market-related queries.
• Maintain a strong working understanding of the exchange and clearing framework.
• Be familiar with applicable rules, procedures, and internal policies and understand how they impact clients.
• Support internal and external queries relating to commercial and client-facing aspects of the framework.
• Act as a day-to-day coordination point for technology vendors in relation to client onboarding, market access, and ongoing client support.
• Coordinate vendor inputs, timelines, and information required to support client onboarding and issue resolution.
• Track vendor-related issues, actions, and dependencies, escalating where required to internal Technology or Operations teams.
• Prepare, maintain, and revise key client-facing documentation, including: Client guides, onboarding materials, and FAQs Internal process and SOP documents and templates.
• Ensure documentation is accurate, current, and aligned with approved frameworks and policies.
• Track and maintain accurate records of client onboarding status, milestones, and dependencies. Prepare regular onboarding progress updates for internal stakeholders, including Commercial, while maintaining audit-ready onboarding records and documentation via internal CRM. Support visibility of onboarding timelines, risks, and blockers, escalating issues where appropriate.
• Support the build-out and ongoing maintenance of departmental business infrastructure, including: Standardised templates and document repositories Trackers for projects, onboarding, approvals, client issues, and vendor interactions Defined workflows for client support processes Identify gaps, inefficiencies, or risks in existing processes and propose improvements.

Requirements

• Bachelor’s degree in Finance, Computer Science, Economics, Business, Law, or a related field.
• 3–7 years of experience in client onboarding, client services, operations, or compliance within a relevant business such as a derivatives exchange, clearing house, broker, bank or technology vendor.
• Understanding of commodities derivatives markets and how market participants interact with full trade life cycle of derivatives.
• Solid knowledge of KYC, AML, and regulatory onboarding requirements.
• Project management or process improvement experience.

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development