About the Role:

Position Summary

We are looking for candidates with a passion for technology and financial markets, who have strong problem-solving skills and a talent for communication. Our platforms provide the industry-leading services for OTC derivatives post-trade processing, and you will be responsible for providing the first line of support for clients using these platforms. We offer competitive compensation and an attractive bonus structure, as well as rapid career growth in a business sector unique in Penang. Fast-changing and innovative, you will see regular opportunities to expand and grow taking on new challenges.

The successful candidate will be responsible for providing day-to-day operations and technical support for all services supported within OSTTRA’s newly formed suite. Our Operations & Client Support service experience is a key priority for the firm. Candidates must be passionate about delivering excellence and best-in-class customer service experience. Through our comprehensive monitoring architecture and systems, issues are rapidly highlighted for immediate investigation and resolution. Supported by relevant tools and processes, teams continuously collaborate to investigate, resolve and improve the platforms. The principal duties for this role will be to provide remote support to our Global business and clients, working in close partnership with our global team. Penang is a critical part of our APAC franchise and delivering exceptional service to our Global clientele is a core component of our Operations & Client Support team’s responsibilities.

Duties & accountabilities

• As part of platform/system support, the individual is required to assist with everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
• The successful candidate will need to be able to apply strong technical skills and good business knowledge, together with investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner.
• Direct interaction with OSTTRA Clients globally to resolve technical and non-technical related queries, working in close partnership with our global teams.
• Monitor client queries investigate and troubleshoot errors and work with internal groups to provide resolution.
• Respond to client requests by providing detailed analysis and feedback.
• Work closely with internal teams for system enhancements/escalations.
• Participate in internal/external training needs. Educate clients on upcoming product enhancements/changes.
• Onboarding new participants in a timely manner and effective implementation of the product. Assist clients in testing the trade flows and help troubleshoot issues faced by the client.
• Configure the product as per the client’s requirement with regard to trade confirmation.
• Perform testing and provide troubleshooting for the client to configure the product as per the requirements of the participant in the UAT and pre-prod environment and emulate the same design setup in the production environment as well.
• Develop and maintain productive client relationships.
• Coordinate across internal teams across the global operations footprint to achieve a positive outcome for client experience.
• Respond to client requests by providing detailed evaluation and feedback.
• Participate in the testing of system enhancements.
• Identify and track system issues, partnering with technology teams to ensure delivery.

Business competencies

Education and experience

• Fresh graduate

• Basic understanding of financial markets and the OTC post-trade framework  and knowledge in financial products (FX, Equity, FI, Credit or Futures)

• A candidate having Japanese/Mandarin/Korean language proficiency will be an added advantage

Commercial awareness

• Ability to work in a fast-paced environment with client orientation
• Willing to consider any candidate who can demonstrate a passion for technology, strong problem-solving skills, and excellent communication abilities.

Personal competencies

Personal impact

• Able to work independently with minimal supervision
• Open-minded, flexible, and willing to adapt to changing situations

• Be flexible regarding hours including weekends and public holidays

Communication

• Excellent interpersonal, written and verbal communication skills
• Able to demonstrate a resourceful and collaborative approach to problem-solving, as well as the ability to handle difficult conversations with clients.

Teamwork

• Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients

Department overview:

OSTTRA provides an end-to-end solution for post-trade transaction management of credit, interest rate, equity, and foreign exchange derivatives. OSTTRA also connects dealers and buy-side institutions to central clearing counterparties, trade repositories, and electronic swap markets.

OSTTRA Operations & Client Support provides operational and technical day-to-day customer support for all services supported within the OSTTRA suite of products. They are also responsible for the new client setup and new process adherence for the external Buy Side and Dealer communities. They work closely with Product Management, Client Account Management, Business Development and IT to ensure timely and accurate responses to customer inquiries. The group is also responsible for incident reporting and escalation.

Company Overview

OSTTRA, 50/50 owned by CME Group and S&P Global, is a leading provider of progressive post-trade solutions for the global OTC markets across interest rate, FX, equity and credit asset classes. It incorporates CME Group’s optimization businesses –Traiana, TriOptima, and Reset – and S&P Global’s MarkitSERV, headquartered in London.

About OSTTRA

Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group.  As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years:  MarkitServ, Traiana, TriOptima and Reset.  OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

 With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. 

Learn more at www.osttra.com.

What’s In It For You?

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)