Sr Operations Specialist, Operations

The Team: As our Client Support team expands, you will play a pivotal role in sustaining our momentum. Join a team of innovators dedicated to problem-solving and delivering unparalleled customer experiences in a dynamic environment. Together, we serve our diverse global clientele with excellence. Our management is committed to fostering a workplace that nurtures the growth and potential of our colleagues.

The Impact: As a leading force in transaction reporting worldwide, Cappitech has been delivering regulatory technology solutions for over twenty years. Our cloud-based, cross-regulation Software as a Service (SaaS) platform empowers banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory standards seamlessly. With a diverse workforce representing our global clientele, we embody S&P Global values of inclusivity, collaboration, and integrity.

Whats in it for you:

• Global Nature of the Role: Collaborate with diverse teams across multiple regions to resolve client queries, gaining global insights and understanding of derivative markets, regulations, and practices.
• Impactful Contribution: This role requires a mix of strategic thinking, hands-on team management, understanding of the core product and interpersonal skills to effectively lead and support the team. Play a key role in providing excellent customer experience that directly influence business outcomes and shape the future direction of the product.
• Exposure to Industry Experts: Work closely with industry experts, decision-makers, and thought leaders, offering a unique opportunity to build valuable product.

Key Responsibilities:

Client Support & Issue Resolution

• Address customer inquiries and requests promptly and efficiently, ensuring resolution within agreed service levels.
• Assist clients in understanding the functionality of the solution and resolving complex reporting challenges.
• Troubleshoot client issues by analyzing data in various formats (Excel, JSON, XML, FpML), and comparing against mapping sheets, technical specifications, and business requirements to identify discrepancies or system bugs.

• Conduct Root Cause Analysis (RCA) to identify the underlying source of data inconsistencies or system failures.

• Cross-Team Collaboration

• Collaborate closely with Product, Application Support, and Development teams to identify, communicate, and resolve system bugs or issues.
• Participate in testing of implemented fixes to ensure resolution and functionality.
• Develop strong relationships with internal teams such as Product, Integration, and Support to facilitate smooth communication and effective problem-solving.
• Issue Escalation & Follow-Up
• Escalate issues in a timely manner and ensure appropriate follow-up until full resolution is achieved.
• Proactively manage and reduce client escalations, coordinating across Support and other business areas to ensure a prompt and satisfactory resolution.
• Client Communication & Stakeholder Management
• Deliver clear, confident, and concise communication to clients, safeguarding the interests of S&P, its clients, and the reputation of its services.
• Provide consistent updates and transparency throughout the resolution process, ensuring clients are informed and confident in the support provided.
• Testing & Project Support
• Support validation activities or User Acceptance Testing (UAT) as part of issue resolution or new feature rollouts.
• Contribute to client-specific projects as required, including scoping, testing, and post-implementation support.

Team Leader Responsibilities

As a Team Leader, you will manage and motivate a team of 3-4 members to achieve business goals while ensuring high-quality performance and operational efficiency. You will foster a positive, collaborative work culture and adapt to a dynamic environment.

Key responsibilities include managing client communications and escalations via phone and email, clearly representing S&P and protecting its reputation. You will join calls with Sales and Clients to understand project requirements, assess support scope, and evaluate effort for execution.

Additional duties:

• Set clear goals and KPIs, monitor performance, and provide constructive feedback.
• Manage team scheduling, workload distribution, and resolve conflicts.
• Mentor team members and encourage continuous improvement.
• Identify and implement process improvements.
• Ensure timely resolution of escalations to maintain customer satisfaction.

What Were Looking For:

• Proven leadership and team management experience would be a plus.
• Possession of a bachelors or masters degree in business administration, technology, or a related field.
• Completion of any financial certifications such as FRM or CFA would be a plus.
• Proficiency in Excel, SQL, and understanding of an API.
• Demonstrated experience of 6 to 9 years in financial markets or fintech.
• Previous hands-on experience in SFTR regulatory reporting
• A solid understanding of Securities finance products such Repos, Reverse Repos, Stock Lending & Borrowing
• Understanding of the trade lifecycle across major financial asset classes including securities finance, exchange-traded, and OTC derivatives.
• Familiarity with financial markets and Regulatory Reporting Regimes (SFTR/MiFID/EMIR/ASIC/MAS/JFSA/CFTC).
• Ability to comprehend technical concepts.
• Competence in querying and extracting data from databases.
• Knowledge of other vendor systems like ANNA, Reuters etc. is advantageous.