ThinkMarkets Vacancies 2022 – Careers24 ThinkMarkets Jobs @ www.thinkmarkets.com

Job Specification…

ThinkMarkets is a global online brokerage firm, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we allow our clients to trade the world 24-hours a day. Our mission is to disrupt the brokerage industry by allowing access to global markets and thousands of products to allow our clients to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are seeking a ODP Risk officer to join our rapidly growing global workforce in Johannesburg.

As a Risk officer for ThinkMarkets South Africa you will be working closely with the trading, operations, and sales teams. The main focus will be the operational support for new and existing traders on standard retail and direct API platforms. This includes product setup and configuration, management of price streams and external trade connections, and trade support. The candidate will also be responsible situationally for stepping into the desk and monitoring market risk across the entire order book: including FX, indices, cryptocurrencies, equities, and commodities to hedge and/or escalate as needed. The next main aspect is in research and being able to publish research reports on the South African business.

The ideal candidate will have middle or back office experience at a trading firm, bank, or other financial institution with experience working with a trade or position-based level of granularity (eg position/ cash reconciliations, corporate actions). Experience with trade systems will be important in order to maintain bespoke product offerings and commercial terms for end traders; the ability to collaborate with internal and external IT teams around FIX-based integrations with additional banks and trading partners will also be important.

Ideally, you will have worked with FX, futures, and equities in the past and have a strong quantitative background, including work with Excel and SQL. Strong candidates will have experience in all aspects of the Financial Services industry such as analysis of order books, trade processing, and/or market data.

The role primarily focuses on South African market hours; however the desk operates globally 24/5. As such, the flexibility to manage other shifts will occasionally be required.

Responsibilities:

• Become familiar with and understand our company’s processes, products, and sales techniques
• Act as a primary contact for clients in relation to queries and service-related issues
• Use your understanding of the product and processes to resolve client inquiries, and progress the client in the account opening, funding, or trading process
• Utilize a sound business awareness to spot and utilise cross-sell and up-sell opportunities during client interactions
• Keep accurate record of client communications by regularly updating CRM entries and recording all your activities
• Provide sales support and refer leads to relevant sales teams
• Liaise with various other departments within ThinkMarkets including but not limited to trading, compliance, and sales to investigate client queries
• Respond to all customer services enquiries in a friendly, efficient, and timely manner according to Service Level Agreements (SLAs)
• Carry-out platform demonstrations with clients across various desktop, mobile and tablet devices
• Maintain ThinkMarkets’ service quality standards and ensure clients’ needs and queries are resolved quickly and efficiently
• Assist clients over the telephone, live chat, and support tickets to calculate swap rates, margin requirements and other financial calculations related to trading and financial markets
• Adherence to the company’s policies, code of conduct, and treating customers fairly
• Build strong working relationships with key business partners to help support and grow the reputation and success of the business
• Provide management with suggestions for improvements as needed
• Produce reports and Management Information (MI) for senior management

Responsibilities:

• Provide operational support for all kinds of trade-related enquiries
• Manage onboarding process for large trading counterparties that require bespoke setups
• Develop robust, repeatable, and scalable operational processes where necessary; communicate these to relevant team members and manage the processes on a daily basis
• Reconcile prime broker and margin liquidity providers’ positions versus in-house positions
• Reconcile account cash balances to system P&L
• Perform real-time management of risk and hedge as appropriate within agreed limits
• Monitor proprietary system of trade-based alerts and escalate as necessary
• Provide daily review and explanation of the positions, P&L, and risk profile of the trading book to senior management
• Liaise with colleagues globally to ensure smooth handover and synchronization of teams
• Research of SA market and providing research reports
• Managing the equity portfolios and trading to ensure equity portfolios are in line with agreed fund rules

Job Specification…

• Become familiar with and understand our company’s processes, products, and sales techniques
• Act as a primary contact for clients in relation to queries and service-related issues
• Use your understanding of the product and processes to resolve client inquiries, and progress the client in the account opening, funding, or trading process
• Utilize a sound business awareness to spot and utilise cross-sell and up-sell opportunities during client interactions
• Keep accurate record of client communications by regularly updating CRM entries and recording all your activities
• Provide sales support and refer leads to relevant sales teams
• Liaise with various other departments within ThinkMarkets including but not limited to trading, compliance, and sales to investigate client queries
• Respond to all customer services enquiries in a friendly, efficient, and timely manner according to Service Level Agreements (SLAs)
• Carry-out platform demonstrations with clients across various desktop, mobile and tablet devices
• Maintain ThinkMarkets’ service quality standards and ensure clients’ needs and queries are resolved quickly and efficiently
• Assist clients over the telephone, live chat, and support tickets to calculate swap rates, margin requirements and other financial calculations related to trading and financial markets
• Adherence to the company’s policies, code of conduct, and treating customers fairly
• Build strong working relationships with key business partners to help support and grow the reputation and success of the business
• Provide management with suggestions for improvements as needed
• Produce reports and Management Information (MI) for senior management

Requirements:

• Demonstrated critical thinking and problem-solving skills within a fast-paced environment
• A team-player to collaborate with colleagues and other stakeholders to meet personal, departmental and group KPI’s
• Have excellent communication skills to deliver first class customer service and support to all client types including private clients, partners, and institutions
• Effective communication with line management, colleagues in SA and the rest of the world

KPI’s:

• Completion of all online courses through the ThinkMarkets Learning Portal
• Completion of the required CPD points annually to maintain FAIS rep status
• Correct workflow escalations on Jira
• Accurate capturing of client communication on Salesforce
• Achieving of cross-selling targets that will be set monthly by line manager
• Effective assistance with trade investigations
• Effective presentation of the functionalities of our platforms
• Live chat satisfaction rate of at least 95% or above
• Handle incoming calls with confidence and maintaining an abandonment rate of below 95%