Market & Client Support

We are seeking a driven, detail-oriented and curious individual to join our team.  The Market and Client Support role supports clients and internal stakeholders across client onboarding, due diligence, and ongoing relationship management. The role acts as a key liaison between Commercial, Market Operations, Risk, Technology, and other internal teams to ensure client issues are resolved efficiently, client and vendor relationships are well supported, and market support documentation are maintained in line with the exchange and clearing framework, rules, procedures, and internal policies.

Key Responsibilities

Client Onboarding, Due Diligence & Relationship Support

• Act as the primary point of contact for external clients during the onboarding process, coordinating communication and progress across internal teams such as Market Operations, Technology, Risk, Regulatory and Commercial teams
• Support client onboarding and due diligence processes by providing required documentation, information, and clarifications
• Ensure onboarding timelines are met
• Act as a coordination point to help investigate, manage, and rectify client issues during onboarding and ongoing relationship support, working with relevant internal teams as required
• Assist with ongoing relationship management by preparing relevant documentation, updates, and responses to sales- and market-related queries

Exchange & Clearing Framework Knowledge

• Maintain a strong working understanding of the exchange and clearing framework
• Be familiar with applicable rules, procedures, and internal policies and understand how they impact clients
• Support internal and external queries relating to commercial and client-facing aspects of the framework

Technology Vendor Coordination & Management

• Act as a day-to-day coordination point for technology vendors in relation to client onboarding, market access, and ongoing client support
• Coordinate vendor inputs, timelines, and information required to support client onboarding and issue resolution
• Track vendor-related issues, actions, and dependencies, escalating where required to internal Technology or Operations teams

Documentation & Information Management

• Prepare, maintain, and revise key client-facing documentation, including:
  • Client guides, onboarding materials, and FAQs
  • Internal process and SOP documents and templates
• Ensure documentation is accurate, current, and aligned with approved frameworks and policies

Onboarding Progress Tracking & Reporting

• Track and maintain accurate records of client onboarding status, milestones, and dependencies
• Prepare regular onboarding progress updates for internal stakeholders, including Commercial, while maintaining audit-ready onboarding records and documentation via internal CRM.
• Support visibility of onboarding timelines, risks, and blockers, escalating issues where appropriate

Business Infrastructure & Process Support

• Support the build-out and ongoing maintenance of departmental business infrastructure, including:
  • Standardised templates and document repositories
  • Trackers for projects, onboarding, approvals, client issues, and vendor interactions
  • Defined workflows for client support processes
• Identify gaps, inefficiencies, or risks in existing processes and propose improvements

Required Qualifications & Experience

• Bachelor’s degree in Finance, Computer Science, Economics, Business, Law, or a related field.
• 3–7 years of experience in client onboarding, client services, operations, or compliance within a relevant business such as a derivatives exchange, clearing house, broker, bank or technology vendor.
• Understanding of commodities derivatives markets and how market participants interact with full trade life cycle of derivatives.
• Solid knowledge of KYC, AML, and regulatory onboarding requirements

• Project management or process improvement experience.