Proactively work to minimize support queries, analyze the root cause of issues and understand the business and processes impacted on behalf of the team
Conduct assessments to improve existing procedures and drive automation of processes
Maintain a high-level of service for traders and internal / external clients and act as primary contact for the team covering trading setups and administration.
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Provide a world class support service to a geographically diverse user bas
Strong process awareness and ability to manage day-day requests, queries, issues/problems and customer escalations under pressure
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Collate customer feedback and experience and translate them into new initiatives over process and system optimization
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any
Develop expertise in the relationships between clients, sales and technology teams
Develop in-depth knowledge of the fundamentals of Futures/ Listed Derivatives business
Communicate complex technical and functional issues to business users in a language they understand
Run management meetings to report on projects, status and key challenges.
Experience in e-Trading Client Services or associated Operations group in a high availability/mission critical environment
Demonstrated ability to efficiently problem solve in time critical scenarios
Previous experience/knowledge of supporting a Futures trading business preferred
Experience and/or knowledge of financial & banking industry is a plus
Added Skills: Strong communicatio
Additional Information
Discover your future at Citi
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.
Job Overview
Engineer the future of global finance. At Citi, our Tech team doesn't just support finance - we are helping to redefine it. Every day, $5 trillion crosses through our network. We do business in 180+ countries operating at a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Look to join a team where your work helps influence economies, your ideas can drive innovation and outcomes, and your growth is backed by mentorship, continuous learning and flexibility with potential hybrid work opportunities. Help solve real-world challenges that touch millions and get the opportunity to build the future of finance with Citi Tech.
Equities Tech
Equities Technology at Citi is undertaking a bold, multi-year transformation to build a best-in-class global platform across execution, prime, clearing and cross-product margining. We are re-engineering our technology estate to achieve world-leading performance and resiliency, enabling new capabilities in advanced execution, global market connectivity, and modernised post-trade, clearing and margin processes. Our ambition is to deliver a seamlessly integrated, highly automated platform that drives outstanding client outcomes and accelerates growth across our global franchise. As part of the team, you'll collaborate closely with high-calibre engineers and deeply engaged business and product partners - working together to define and deliver the next generation of Equities technology at Citi.
Role Summary
We are seeking a highly motivated Electronic Trading Application Support Analyst to join the EES (Electronic Execution Services) team, supporting Citi's Futures Execution Technology and Businesses globally.
The purpose of this role will be to provide the first line of support to both external & internal customers on Citi's Futures trading platforms, onboard clients on e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the customer experience and relationship.
Successful candidates will join the global EES team working alongside respective sales groups to provide a high-level service across internal and external applications. The candidate will also be focused on driving forward key efficiency initiatives towards customer onboarding experience.
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