Institutional Services Executive

3 days ago

Dubai, United Arab Emirates CMC Markets Full time

Background: CMC Markets Connect is the Institutional division of CMC Markets; responsible for acquiring new Institutional relationships, fostering existing relationships and servicing both Institutional customers and CMC Markets’ clients introduced through partnerships. With over 20 years’ experience in the Institutional (B2B) space CMC Markets Connect has established itself as an international provider of tailor-made solutions for clients across the globe including liquidity provision, outsourced trading technology and professional services. Our global footprint is evidence of the expertise and knowledge that we have gained during this time and the success of our relationships with 3rd party institutions; these include Banks, Introducing Brokers, Family Offices and Money Managers, Hedge Funds, Proprietary Trading Companies and Fintech Firms.

Key Individual Responsibilities:

- Provide high caliber client service to ensure a positive client experience to clients.
- Proactively respond to and manage inbound broker queries professionally and efficiently.
- Take ownership for driving an excellent client experience for Institutional clients & provide high caliber client service to ensure a positive client experience.
- Perform account and back office functions for institutional customers;
- Escalate unresolved issues to line manager, 2nd Line IT support, Business Operations and Payments as appropriate to support Institutional platforms, APIs, Grey-label & White-label infrastructure.
- Assist in the management of bespoke customer profiling and ensure adherence to TCF protocols in communication of cost disclosure documents and other legal agreements.
- Provide proactive and timely support for the Institutional on-boarding process.
- Accurate processing of customer payments and bank detail record keeping with adherence to AML, data protection and security procedures.
- Build rapport with Institutional clients and assist with client entertainment and education as required.
- Act as a brand ambassador in all client interactions.
- Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training;
- When dealing with all customers, clients or colleagues ensure that we provide a clear, fair and consistent high-quality service that presents a professional and positive image of CMC Markets Connect;
- Take all reasonable steps to ensure appropriate confidentiality; and
- Undertake such other duties, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this role.
- Ensure that client trade toxicity is monitored and appropriately managed.

KEY SKILLS AND EXPERIENCE:

- Demonstrates passion and enthusiasm for our products and services;
- Operates with integrity and a highly client centric mind-set;
- Excellent verbal and written communication skills, fluency in Arabic and English;
- Ability to work effectively as part of a team;
- Good knowledge of Word and Excel
- Intermediate knowledge/experience of financial markets;
- Willingness to work shift hours if required.

COMPETENCIES:

- Arabic & English speaker
- Creative problem solving
- Works with others to deliver results.
- Takes personal responsibility to deliver results.
- Communication and stakeholder management

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