Your Team

The Product Consulting Group (PCG) is the first point of contact for our clients, providing comprehensive support to help end users efficiently navigate and utilize our platform. PCG handles day-to-day platform support, coordinates with internal teams to resolve complex issues, and plays a critical role in onboarding new clients and users. The team works closely with Product, Technology, and Operations teams to ensure client expectations are met and the overall client experience is continuously enhanced.

What You'll Do

• Serve as the primary point of contact for assigned clients, handling product and application queries and ensuring timely resolution in accordance with defined SLAs.
• Resolve operational queries from clients using the platform, providing clear explanations, guidance, and troubleshooting support for platform functionality and workflow-related issues.
• Support client and user onboarding by coordinating with Product and Release managers to facilitate new client transitions, platform configuration setup, and user access management.
• Assist in training clients on effective use of the Arcesium platform, conducting walkthroughs, and creating training materials to enhance user proficiency.
• Create and maintain detailed documentation for processes, workflows, and issue resolutions to build a robust knowledge base for future reference.
• Escalate complex issues to internal teams or senior management as necessary.
• Collaborate with cross-functional teams including Technology, Operations, and Product teams to provide root cause analysis, support platform enhancements, and facilitate quicker resolution of open issues.
• Prepare MIS reports for both internal and external stakeholders.
• Support special projects and platform enhancements by assisting in UAT testing, providing feedback on new features, and participating in process improvement initiatives.

What You'll Need

• Bachelor's or Master's degree in Finance, Economics, Business, or a related discipline.
• 2-4 years of experience in financial services, particularly in supporting trade life cycles and middle/back-office operations and/or interacting with hedge fund managers, investment managers, or other buy/sell side firms
• Foundational knowledge of Treasury, Swaps, and trade lifecycle processes across multiple asset classes.
• Familiarity with middle/back-office processes and financial instruments.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex operational issues and identify root causes.
• Excellent communication skills, both verbal and written, with the ability to explain technical information clearly to clients and internal stakeholders.
• Client-centric mindset focused on delivering quality service and building strong client relationships.
• Ability to multitask and manage multiple requests effectively, with strong organizational and prioritization skills.
• High level of personal maturity, collaborative attitude, and commitment to teamwork in a global, cross-functional environment.
• Ability to deliver high-quality work under tight deadlines while maintaining attention to detail and accuracy.
• Technical proficiency in Python and SQL is highly desirable.

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