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Trading Operations Manager

About this role:

MarketFactory is B2B fintech startup transforming the largest market in the world, foreign currency exchange.  Our platform creates transparency and openness while providing a mission-critical service to some of the largest financial institutions in the world.

Business growth requires a structured approach to resolving client issues, analysis and gaining deep insight into the flow of problems. The Trading Operations Manager is an essential part of our team to centralise and manager our global support offering and continue driving both growth and value for our customers.

Every day:

  • Communicate, communicate, communicate. Be the centre of our operations, directing traffic and continuously speaking with clients
  • Directly engaging with customers to understand needs
  • Hands on ticket resolution where necessary
  • Implementing and managing Support tools e.g. Service Desk and Standards i.e ITIL

Must Haves:

  • Deep experience managing low-volume, high-touch tickets between level 1,2,3
  • Run a support function for a minimum of 2 years, min 2 max 10 staff
  • Finance, trading or capital markets knowledge
  • Experience in one of: UNIX/Linux, Networking, Python, SQL, Shell Scripting.
  • Proven experience of application support and administration
  • Financial Services experience, from one of: Markets, Exchange, Digital, infrastructure, IT Ops
  • 5-10 years work experience in technology
  • Run weekly service review meetings
  • Full understanding of ITIL
  • Passion for exceeding KPI's and SLA's through a process driven approach
  • Experience sourcing and hiring a team of senior and junior staff
  • Experience performance reviewing and performance managing staff
  • Deep experience with helpdesk ticketing systems using tools such as Jira
  • Strong ability to work cross-functionality between sales, product and engineering
  • Expert at producing team training materials and conducting weekly training, group and individual reviews
  • Able to bring knowledge and experience to our strong team

Nice to have:

  • Foreign Languages

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