Trade Support Manager

If you’re passionate, curious and ready to make an impact, we’re looking for you to help us grow our businesses for the future.

As an Associate within Margins Services Operations (MSO) team, you will be accountable for end-to-end operational service delivery for margin services clients, acting as the first point of escalation for queries and incidents. You’ll ensure high service standards, manage operational risks, and drive sustainable remediation. You’ll partner with internal teams, coordinate client communications, and contribute to process enhancements, reporting, and strategic projects.

Job responsibilities

• Ensure operational work is completed in accordance with control procedures, using daily checklists and structured sign-offs
• Escalate issues to management and drive resolution with internal and external partners
• Own end-to-end client inquiries, coordinating internal actions to deliver timely, accurate responses
• Act as first-level escalation for clients and internal contacts, managing operational events and structured communication
• Maintain an issue log, deliver root cause analysis, and implement remediation plans to prevent recurrence
• Contribute to management reporting, supporting the production and analysis of KPIs and MIS
• Track trends in work volumes and error types, document adverse trends, and propose actionable solutions
• Manage client communications for operationally driven projects and client-initiated change requests
• Address client inquiries related to reporting, audit requests, and ad hoc files; deliver client education sessions as needed
• Prepare materials for service reviews and represent Operations in client discussions
• Coordinate cross-team efforts for client satisfaction surveys and support action planning based on feedback

Required qualifications, capabilities, and skills 

• Bachelor’s degree
• 4+ years’ experience in settlements, trade support, middle office, or collateral operations (financial services)
• Strong knowledge of global financial markets and collateral management
• Advanced Excel skills; comfortable with operational metrics, exception tracking, and trend analysis
• Strong interpersonal and communication skills; able to build trusted relationships
• Analytical, independent, reliable decision-maker with strong ownership/accountability and controls focus
• Able to prioritize under tight deadlines in a fast-paced environment; collaborative team player who can also act decisively on their own

Preferred qualifications, capabilities, and skills

• Familiarity with automation and analytics tools such as Tableau, Alteryx, and Python
• Experience with client-facing operational service delivery in collateral or margin services
• Experience supporting process improvement or transformation initiatives
• Strong stakeholder management and collaboration skills
• Experience with client education and training delivery
• Exposure to global collateral management platforms and best practices
• Experience with business management activities, including reporting and survey coordination