BGC Partners: Customer Support Lead BGC Partners: Customer Support Lead …

Cantor Fitzgerald
in New York, NY, United States
Permanent, Full time
Be the first to apply
Cantor Fitzgerald
in New York, NY, United States
Permanent, Full time
Be the first to apply
BGC Partners: Customer Support Lead

eOperations is a global team, providing first-line trading platform, middle-office, market data and STP support, for BGC group brands, across FX/Rates/Credit markets.
The team receives issues/requests from both internal (eSales, product, brokers) & external (traders, operations/IT support teams) clients, investigates (using tools and log files where required) and resolves or delegates to other IT teams where required.

Many request/issues are time sensitive and carry potential financial and/or reputational risk, therefore multi-tasking, assessing priority, ownership and proactive communication to clients, is critical to team's success.


The lead will represent US eOperations; drive team culture, be a champion for client service excellence and team brand, leading by example. Proactive communication and expectation management is critical for success in this role.

  • Ensuring the live platforms, market data and STP feeds, run in an orderly and compliant fashion - identification, escalation and management of major incidents (including joining bridge calls to represent eOperations)
  • Ensuring the team completes daily tasks, all issues/requests logged (delegating where required) in the ticketing system (JIRA) are resolved or have an owner assigned, with clear audit trail maintained.
  • Ensure team members log into phones and maintain status throughout their shift.
  • Ensuring the team is sufficiently resourced to manage current (day-to-day, including holiday scheduling) and pipeline (as the offerings the team support grow) workload.
  • Collaborating with business, eSales and product teams on US initiatives, prioritising upcoming work, to ensure the eOperations team is aware, sufficiently resourced and has required tooling/training, to provide effective support.
  • Mentoring, facilitating cross-training, career mapping and conducting performance management for the team.
  • Ensuring client service level agreements are respected, reviewing and changing if required.
  • Building new and strengthening existing partnerships with our clients.
  • Ongoing review of processes/controls/procedures, ensuring they are documented (create or update where required), stored in a central team repository (Confluence). Identify opportunities for streamlining.
  • Collaborating with IT teams to log and track delivery for US business changes/bug fixes.
  • Compiling ad hoc/routine management reports (team performance, headcount, issues) for Global eOperations lead, clients and other stakeholders, where required.
  • Collaborating with APAC/EMEA eOperations leads, implement follow-the-sun model for services where possible/feasible/beneficial.
  • Completing any required company internal training and ensuring the team completes theirs.

  • 2+ year's proven leading (or being a senior team member with leadership responsibilities) a team of 4+ full time employees, in a time-sensitive first or second-line support environment (preferably broker, investment bank or similar financial services) is essential.
  • Deployment, platform, market data and STP issue investigation/implementation experience is highly desirable
  • Credit and FX product experience highly desirable as business has strong presence in these markets.
  • Good knowledge of SEF regulation.
  • Financial product knowledge in either one or a combination of FX/Rates/Equities/Credit.
  • UNIX/SQL/FIX knowledge would be beneficial.

  • Adapting to new technologies and financial products. Most of the technology supported by eOperations is proprietary.
  • Excellent verbal, written and in-person communication - ability to communicate with a business user and translate to IT in technical detail.
  • Accountability, resiliency, conflict and expectation management. The US lead will be facing-off with demanding clients in a volatile environment, therefore needs to be able to react calmly and quickly.

Additional Information
  • The team is currently made of six full-time members, split between 55/199 offices - supporting live markets from 6:30am through to 6pm. It is imperative to ensure there is sufficient team resource available to cover and will require the lead to support when needed.
  • The role will require rotation, to ensure eOperations leadership presence at both locations, to attend meetings or visit business leads.
  • Weekend work is not normally required but may be in exceptional circumstances.