Client & Account Services Manager, US

Company Description

MarketAxess is a FinTech company and component of the S&P 500.  We are a leading provider of global fixed income trading platforms, data, and post-trade solutions. 

The fixed-income markets represent an enormous global marketplace, where only a fraction of average daily trade volume occurs electronically. Believe it or not, most fixed-income trades are still executed via phone or blotter, providing us with a significant opportunity for disruption and future growth. 

We believe this market is ripe for disruption and have created a proprietary electronic platform that connects the world’s most influential financial institutions to the world’s largest capital market.  Since 2015, MarketAxess has grown from roughly 300 employees to approximately 700 with offices across seven countries and annual revenue has more than doubled.  We’re excited about the growth opportunities ahead and have built a fast-paced, collaborative, environment where all employees are empowered to make a material impact.  We hope you’ll come join us!

Job Description

To provide a central first-line Client Service and Operational Support function for our US customer base. As a manager in this role, you will oversee the day-to-day function of the US Client & Account Services teams, ensuring KPI’s are met and a first-class level of support is provided to all clients. You will work closely with our Sales and Technology teams to ensure we are providing our customers with the best tools and training to execute on our platform seamlessly and efficiently.

What You’ll Do

• Support broker/dealer and investor clients on the MarketAxess platforms
• Liaise with Sales and Dealer Relationship Managers on client/trading issues
• Work closely with technology on system enhancements and releases
• Collaborate with stakeholders to effectively resolve client issues/escalations
• Act as key contact between new clients and internal stakeholders to facilitate product and user enablement
• Serve as the primary escalation point of contact for all issues that come through Client & Account Services  
• Understand client needs; Own and drive a consistent positive client experience
• Anticipate and manage work volumes, adhering to established policies and deadlines
• Lead client transformation initiatives for operational efficiencies.
• Develop, test, and implement workflows, procedure updates and enhancements
• Manage, coach, and engage team members to drive performance; Develop and retain top talent
• Direct and monitor staff to ensure timely, compliant, and successful completion of all tasks
• Build and maintain a culture of trust, transparency, and integrity
• Evaluate team and individual performance to achieve business objectives

 What You Bring to the Table

• Excellent communication skills (written and verbal) with all levels of associates and management
• Excellent analytical skills and critical thinking abilities, proven ability to prioritize projects, innovative thinker, and a client-focused approach.
• Self-driven, ability to work autonomously
• Detail oriented and good follow-through
• Good interpersonal skills and teamwork; ability to motivate others
• Ability to multi-task
• Strong presentation skills
• Ability to manage and operate under tight deadlines
• 5-7 years previous customer service, relationship management or relevant experience within financial services
• 3+ years people management
• Experience managing people-managers
• Knowledge of the fixed income markets, electronic trading platforms and general securities trading
• Microsoft Office Suite – Must be proficient in Excel and PowerPoint
• Bachelor’s degree in finance or related field

Additional Information

What’s In It For You?

In addition to working on cutting edge technology and in our culture of innovation, collaboration, and openness, we offer:

• Hybrid Environment: We care about your work life balance.  Most technology employees in the tri-state area are in the office roughly two days per week.
• Employer Provided Food!: Free lunch is delivered for all employees when in the office.  Offices are always stacked with free snacks and drinks. 
• 401(k): Dollar-for-dollar employer match up to $10K
• Health Insurance: Highly competitive medical, dental, and vision programs
• Wellness Stipend: Up to $1K annually towards gym memberships or home equipment
• Onsite Healthcare: You get convenient access to world-class care through Mount Sinai at our Hudson Yards location
• Tuition Assistance and Professional Training:  We want to empower your continued growth and development.  On-demand learning, boot camps, and opportunities for conferences are available to all employees.

MarketAxess Corporation and its affiliates provide equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status or any other characteristic prohibited by federal and state law.