Manager/Senior Manager, eClient Services Asia

Division Summary:

Client Services is a key offering within the Global Markets department, specialising in eMarkets. The team are the principal point of contact for external clients and internal users of the Banks eMarkets platforms globally. The team primarily support a range of electronic trading platforms across FX, Fixed Income and Metals.

Job Purpose:

The role is to manage all eMarket Client Services activities for FX, Fixed Income and Metals product in the Asia time zone. The role will face off to Global Markets and will collaborate with I.T. to build and maintain the Global support model. Whilst the focus for this role will primarily be on managing clients and stakeholders in Asia, the successful candidate will also be responsible for working closely with the London Team and supporting Global eMarkets. The successful candidate will be a Subject Matter Expert (SME) for eMarkets within the Bank responsible for capturing, enabling and controlling e-channels, project management, incident management, ongoing support for internal and external stakeholders, and the production of management information.

Key Responsibilities:

The role will be responsible for Client Services matters, including:

• eChannels capture, enable & control

Drive Client Services to succeed on deliverables and manage workflow to comply with the team Service Level Agreements (SLAs) and bank values.

Understand eMarkets front to back architecture to ensure its effective operation.

Ensure effective coordination with the London Client Services team and be responsible for communicating daily handovers and cover.

Provide eMarkets support for the principal area of eMarkets activity being FX and Precious Metals, including electronic trading platforms where we cover eMarkets architecture for on-boarding, ePricing support, queries, issues and ongoing support for clients in their use of: ICBC Standard's smartTrade application, legacy RET eMarketTrader, and vendor platforms such as Bloomberg, FXall, Integral, 360T and other interbank platforms.

• Administration, including onboarding of clients on eMarkets platforms, gathering requirements, configuration, reconciliation etc. across asset classes.

This includes API, GUI, MDP multiple channels, covering FX, Fixed Income and Metals product in the Asia time zone to facilitate Sales team to drive revenue.

Conduct Platform demonstrations to new clients.

Ensure a favourable client experience throughout the onboarding process.

Maintenance of procedure documentation.

Support for Bond products over Bloomberg (ALLQ) and Market Axess and Base Metals over Ffastfill.

• Closely liaise with internal and external stakeholders including:

Front Office, Back Office, Middle Office, Sales & Trading and IT team; Clients, Vendors and Liquidity Providers; ICBC Head Office and Branches.

• Provide training across the portfolio to local sales, traders, external and internal clients.

Work closely with trading desks to address queries on electronic pricing.

Take ownership and accountability of customer queries and problems.

Prioritize application enhancements.

Incident Management:

• Provide 1st Line Support to internal and external stakeholders and coordination with IT.
• Manage investigation to resolution of client e-trading issues.
• Take ownership and accountability of customer queries and problems; run real-time management and coordination of system outages with IT support.

MI:

• Deliver relevant and accurate MI to management on client and platform performance. Client MI may encompass wider eMarkets and non eMarkets client activity.
• Manage ad-hoc requests from Asia management.

Other:

• Provide assistance and support to Asia Business Management on an ad hoc basis where capacity allows.
• ICBC Integration - Support ICBC Head office and branches requests when trading over E/Facilitate ICBC HO API connection migration to ST/Knowledge sharing with ICBC assignee.

Conduct:

• Maintain an awareness of and comply with Regulations, policies and procedures relevant to ICBCS.
• Uphold the values of the firm.
• Escalate all significant regulatory or compliance issues immediately through appropriate channels.
• Ensure all mandatory training is complete.

Required Skills, Knowledge, Experience and Values:

• Sound understanding of electronic trading architecture. Knowledge of eFX and / or eMetals landscape, technologies and market participants.
• Experience operating within Client Services or a similar role facing off to front office stakeholders.
• Confident dealing with senior stakeholders and their expectations.
• Strong time management, ability to prioritise workload appropriately.
• Strong attention to detail.
• Understanding of regulatory environment and impacts on eMarkets.
• Constantly challenging processes and thinking outside the box.
• Results-orientated, good numerical ability.
• Proficient in Microsoft Office.
• Experience with Refinitiv, Smart Trade, TT or FastFill platforms is preferred.
• Mandarin & English speaker required.
• Ability to thrive in a fast-paced work environment.
• Ability to work independently with minimal supervision while actively contributing to the broader global team.
• Strong ability to manage the Asia region effectively, ensuring alignment and satisfaction of all stakeholders.
• Strong client-serving capabilities with a focus on delivering exceptional service.