Application Support Intermediate Analyst

Application Support Intermediate Analyst

  • Primary Location: Singapore,Singapore,Singapore
  • Other Location: Asia Pacific; Canada
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 16053393


Description

Application Support Intermediate Analyst

Job Purpose:

We are seeking a highly motivated candidate to join the eFX client services Management team supporting Citi's FX Sales and Trading businesses globally.
The purpose of this role will be to provide the first line of support to the external customers on Citi's FX platforms and liaise with the business and the technology groups in managing the customer experience and relationship.
The successful candidates will join the Client Services team in Singapore/Toronto and will work with the respective sales groups to provide a high level service across internal and external applications.
The candidate will also be focused on driving forward key initiatives towards customer onboarding and issue resolution.
Job Background/Context:

The FXLM business operates on a global 24 hour basis covering trading centres in Asia Pacific, Europe and North America.
The candidate will join the team in the trading centres and work closely with colleagues in other regions to ensure the successful operation as a global function.
Key Responsibilities

Support Capability:
  • Provide a world class support service to a geographically diverse user base
  • Strong process awareness and ability to manage incidents, problems and customer escalations
  • Ensure all issues are tracked and work closely with business development managers to prioritize resolution
  • Develop expertise in the relationships between clients, sales and technology teams
  • Collaborate effectively with colleagues globally, sharing information and knowledge effectively
  • 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
Business:
  • Develop in-depth knowledge of the fundamentals of the FX Sales and Trading business
  • Communicate complex technical and functional issues to business users in a language they understand


Qualifications

Qualifications

Knowledge/Experience:
  • Clear understanding of FX trading concepts
  • Experience in FX eCommerce Client Services or associated Operations group in a high availability/mission critical environment
  • Demonstrated ability to learn new business concepts quickly
  • Demonstrated ability to efficiently problem solve in time critical scenarios
  • Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred but not essential
Skills:
  • Strong communication skills
  • Effective written and presentation skills
  • Understanding of client server architecture preferred but not essential
  • Experience in data analysis and MIS reporting is preferred
  • Knowledge of foreign languages will be an added advantage
Qualifications:
  • Essential university degree
  • Relevant years of experience
  • Experience and/or knowledge of FX eCommerce banking industry is a plus
Competencies:
  • Ability to work at strategic and tactical operational levels
  • Exceptional interpersonal and communication skills
  • Ability to promote positive work relationship
  • Ability to think clearly, analyze and resolve problems with good judgment
  • Display a flexible attitude to work
  • Understand criticality and concepts of information security