Client Services- Operations Analyst

About the Role:
The team:
The Client Service and Onboarding team assist clients with new client set ups and UAT testing prior to go-live in the Production environment and the team is also responsible to assist existing clients with daily queries pertaining to Production environment. Together, the FX & Security Client Service department functions within a fast-paced environment with a strong client orientation.
Responsibilities and impact:

Assist on everyday client queries pertaining to access management, system workflow, technical errors, and customization requirements.

Manage a high level of direct client interaction via emails and phone hotlines.

Act as the primary point person for incident management for Osttra-wide incidents impacting our globally based clients during APAC hours.

Provide Major Incident reporting following any Severity 1 outages per SLA and monitor client query queues to resolve exceptions.

Participate in internal testing of applications prior to any change going live in production and work closely with internal teams for system enhancements.

Communicate and assist internal departments for onboarding new participants in a timely manner and roll out new products.

What we’re looking for:
Fundamental requirement:
We are looking for self-driven, client focused individuals with great problem solving and analytical skills to fill an Associate position within the Operations group. The successful candidate must be fluent in both English and Japanese to support our global and regional client base, and will be responsible for providing day-to-day customer support for all services supported within Osttra’s suite of products.
Additional preferred requirements:

University graduates preferred with work experience in the financial markets, preferably in operations.

Knowledge of OTC / FX / Equity / Future products, the trade clearing process, and application support.

Excellent interpersonal, written, and verbal communication skills in English and Japanese.

Strong customer service, problem-solving skills, and a strong focus on Operational Control and Data Security.

The location: Tokyo -Japan