Client Services Analyst

About BGC Group

BGC Group, with headquarters in London and New York, is a prominent global brokerage firm providing integrated voice and electronic services to wholesale market participants. Their broad brokerage services cover fixed income, rates, foreign exchange, equity derivatives, credit derivatives, futures, and structured product markets.

Role Overview

The Application Support team offers first and second level support for front-office, middle-office, market data, and STP platforms throughout BGC Group, covering FX, Rates, and Credit markets. This Client Services Analyst position involves direct interaction with customers, supporting trading applications. Ideal candidates will blend excellent client service and communication capabilities with practical knowledge of trading workflows, especially in Forex and/or Interest Rate Swaps (IRS), along with a strong enthusiasm to develop technical expertise.

Key Responsibilities

• Deliver first-line support for BGC/GFI trading platforms, overseeing client issue and incident management end-to-end within specified service levels.
• Serve as the primary client-facing support contact, maintaining clear communication with brokers, traders, operations teams, and client IT during investigations and incidents impacting service.
• Collaborate with sales and broker teams during customer interactions and occasional onsite visits to aid adoption, demonstrate platform functions, and resolve issues.
• Triaging, investigating, and owning cases from initial reporting to resolution, appropriately escalating to specialist technical teams when necessary, while retaining accountability for client communications.
• Maintain a deep and practical understanding of complete trading workflows, including trade capture, STP, market data, and post-trade processing for FX and Rates products.
• Recognize recurring problems, suggest service improvements, and identify automation opportunities, including leveraging AI and tools to enhance operational effectiveness.
• Create, update, and enhance operational procedures, support documentation, and client-focused knowledge bases within Confluence.
• Contribute actively to onboarding, platform changes, client readiness, and various team initiatives within the APAC Application Support group.

Candidate Requirements

• A bachelor’s degree or equivalent real-world experience; ideally possessing 1 to 5 years in client services, trading support, junior sales, operations, implementation, or application support roles in financial markets.
• Sound commercial understanding of Forex and/or Interest Rate Swaps (IRS), coupled with a willingness to broaden expertise across Rates, Credit, and electronic trading workflows.
• Excellent communication and interpersonal skills, capable of professional engagement face-to-face, via phone, and written correspondence with brokers, traders, operations teams, IT contacts, and financial entities.
• A customer-focused mindset with commercial awareness, adept at discerning client priorities, communicating progress transparently, and professionally representing the support team during client visits alongside sales or brokers.
• Strong motivation to build technical competencies, including learning BGC/GFI technologies, trading platforms, STP workflows, and operational tools.
• Familiarity with STP trade flow concepts and platforms such as Icelink, ION, and MarkitWire/RTNS is preferred.
• Previous involvement with trading systems, trade capture, market exchange connectivity, or market data is advantageous but not mandatory if the candidate demonstrates robust product knowledge, communication aptitude, and technical curiosity.
• Proficient with Windows and Microsoft Office tools; basic knowledge in Unix/Linux environments, networking, SQL, or scripting is beneficial.
• Excellent time management skills, ability to work autonomously, calmness under pressure especially within fast-paced trading environments, and prompt responsiveness to client-impacting issues.

Additional Information

BGC and its affiliated companies uphold fair employment practices following the Tripartite Standard Recruitment Practices (RP). All applicant information collected is confidential and solely used for recruitment purposes. Only shortlisted candidates will be contacted.