Head of GM Middle Office - Trade Support

JOB SUMMARY / INTRODUCTION

The role leads the Global Markets Middle Office Trade Support function and is accountable for establishing a scalable, service-led and execution-focused support model across Global Markets products. It acts as the primary operational partner to Front Office for client readiness, data readiness, dealer-assist support, T0 booking support, trade enrichment, trade validation, affirmation monitoring, confirmation monitoring and settlement-readiness support.

The role supports Front Office productivity and client service by reducing administrative and operational hand-offs, improving request management, driving same-day validation discipline and ensuring trade-support activities are performed consistently within agreed service standards.

The role provides leadership across Trade Support teams covering Dealer Assist & Data Readiness, T0 Validation FXMM, T0 Validation Derivatives and T0 Validation Commodities, ensuring cross-product capability, consistent operating discipline, effective stakeholder engagement and continuous service improvement.

Key Working Relationships

• Internal stakeholders include the Head of Global Markets Middle Office, Global Markets Front Office, Sales and Trading Desks, Global Markets Operations, Product Control, Technology, Reference Data, KYC, Credit, Compliance, GM Documentation, Finance, regional Middle Office teams and the GM MO Control & Governance function.
• External stakeholders may include counterparties, clients, custodians, brokers, clearing channels or market infrastructure providers where Trade Support involvement is required to support client readiness, trade readiness, affirmation, confirmation or settlement-readiness activities.

KEY RESPONSIBILITIES

• Strategic Leadership and Operating Model
• Lead the Trade Support pillar within Global Markets Middle Office and establish a consistent operating model across product streams and regional coverage points.
• Define service standards, operating routines, escalation paths and daily management disciplines for Trade Support activities.

Drive standardization of dealer-assist, client-readiness, data-readiness, booking-support, enrichment and validation processes across Global Markets products.

• Support the Head of Global Markets Middle Office in implementing the target operating model, transition roadmap, capability build-out and resourcing strategy for Trade Support.
• Ensure the Trade Support operating model enables Front Office productivity, client service quality, operational efficiency and scalable coverage without duplicating Control & Governance responsibilities.

Client Activation & Data Readiness

• Oversee cross-functional coordination for client onboarding, product activation, counterparty activation and client “ready-to-trade” requirements.

Coordinate with KYC, Credit, Compliance, GM Documentation, Reference Data, Operations and Front Office to remove onboarding and data-readiness blockers.

• Ensure client, counterparty, product, account, portfolio, SSI, static data and reference-data dependencies are identified, tracked and escalated where required.

Support operational readiness for new products from a Trade Support perspective, including required data, system setup and downstream trade-support dependencies.

• Monitor data-readiness issues that may impact trade booking support, validation, affirmation monitoring, confirmation monitoring or settlement-readiness support.

Dealer Assist and Front Office Support

• Lead the Dealer Assist function as the primary day-to-day operational support channel for Front Office trade-support requests.
• Manage request intake, triage, prioritization, allocation, escalation and handover discipline across the Dealer Assist queue.
• Oversee support for trade booking queries, client account allocations, portfolio allocations, sales-support requirements and trade-flow coordination.
• Ensure standard templates, communication protocols, response discipline and service expectations are consistently applied across Trade Support teams.
• Coordinate regional Dealer Assist coverage where required and promote cross-product fungibility to support business demand and coverage resilience.

Trade Enrichment, Validation and Execution Support

• Oversee T0 booking-support activities and ensure trades are enriched, validated and progressed in line with agreed operating standards.
• Lead T0 validation activities across FX/MM, Derivatives, Commodities and other applicable Global Markets products.

Ensure trade details, required data completeness, SSI enrichment, account allocations and portfolio allocations are reviewed and progressed for downstream processing.

• Monitor economic affirmation and confirmation progress, escalating aged, urgent or high-impact items to relevant stakeholders.

Support settlement-readiness by coordinating trade-support dependencies such as missing data, enrichment items, account setup or allocation issues.

Frameworks, Boundaries and Decision-Making Authority

• Operate within Group policies, approved procedures, organizational governance frameworks and approved authorization matrices.

Exercise decision-making authority for Trade Support service delivery, request prioritisation, queue management, resource allocation, T0 support escalation and trade-support process improvements.

• Escalate material service issues, unresolved trade-support dependencies, capacity constraints and cross-functional blockers to the Head of Global Markets Middle Office and relevant stakeholders.
• Ensure Trade Support processes are documented, consistently executed and aligned with approved operating standards, handover discipline and service-level expectations.

REQUIREMENTS / QUALIFICATIONS

• Bachelor’s degree in finance, Banking, Economics, Business Administration, Accounting or a related discipline.
• 10+ years of experience in Global Markets Operations, Middle Office, Trade Support, Dealer Assist or Front Office support across multiple asset classes.
• Strong understanding of Global Markets products including FX, Money Markets, Rates, Derivatives, Commodities, Capital Markets and structured products.
• Experience leading Front Office-facing teams in high-volume, time-sensitive trade-support environments.
• Strong knowledge of trade lifecycle processes including booking support, enrichment, validation, same-day validation, affirmation monitoring, confirmation monitoring and settlement-readiness support.
• Practical knowledge of platforms such as Murex, MarkitWire, Bloomberg and related trade capture, matching, confirmation or workflow tools.

Proven stakeholder management experience with Trading, Sales, Operations, Technology, Product Control, Reference Data, Credit, Compliance and regional teams.

• Experience driving process standardization, service improvement, automation, UAT and operating-model change.
• Technical Knowledge and Competencies
• Global Markets Trade Support
• Dealer Assist operating model
• Client activation and ready-to-trade processes
• Static, SSI and reference data coordination
• Trade booking support and allocations
• Trade enrichment and validation
• Same-Day Validation discipline
• Affirmation and confirmation monitoring
• Settlement-readiness support
• Murex, MarkitWire and Bloomberg knowledge
• FX/MM, Rates, Derivatives and Commodities lifecycle
• Queue management, SLA tracking and handover discipline
• Process improvement and STP mindset
• UAT, workflow automation and dashboard requirements
• Cross-functional stakeholder management
• Service performance management
• Leadership and Behavioral Competencies
• Service excellence
• Front Office partnership
• Execution discipline
• Senior stakeholder management
• Decision-making under pressure
• Accountability and ownership
• People development and coaching
• Cross-product leadership
• Change and transformation leadership
• Process improvement mindset
• Communication and escalation management
• Ability to manage complexity across products, regions and teams

Preferred / Beneficial

• Professional qualification and/or postgraduate degree preferred.

Explanation