Senior Client Services Analyst, Regulatory Reporting

Location: Greater London

## Senior Client Services Analyst, Regulatory Reporting Apply locations:
London, United Kingdom time type:
Full time posted on:
Posted Todayjob requisition :
R0119315
** Role:
Client Services Analyst
**** Business Area:
** Post Trade Regulatory Reporting Solutions
** Role Overview
** Join a fast‐moving, customer-focused team at the heart of post‐trade regulatory reporting. Our solutions support global sell‐side and buy‐side firms in handling operational risk and meeting regulatory obligations across reconciliations, reporting, and trade confirmations.

You’ll be the trusted first point of contact for our broad client base. You’ll combine client service excellence with technical investigation, helping clients resolve issues quickly while driving service improvement.

You will provide
** Tier 1 client support
** to banks, hedge funds, and other financial institutions. The role focuses on responding to client queries, performing initial investigations, coordinating with internal teams, and proactively improving client experience.

The Analyst also prepares for and runs
** monthly operational meetings
** with our most important customers reviewing service performance, ticket trends, and ongoing issues as well as the management of any open JIRA items.
** Key Responsibilities
*** Responding to customer queries and performing Tier 1 investigations in line with defined SLAs
* Handle support tickets via the
** Customer Portal hosted on Salesforce**, ensuring accurate logging, tracking, and ownership until resolution
* Raise defects to Development, QA, Product, Professional Services teams whilst keeping clients fully updated in their progress
* Develop and maintain a good functional understanding of the business services and solutions provided
* Issue
** service notifications and broadcast communications
** to users.
* Collaborate effectively with internal partners including development, QA, solutions, and professional services teams
* Partner with the Head of Client Services / Team Lead to continuously improve service quality, identify ticket reduction opportunities, and proactively support clients
* Coordinate and lead
** monthly operational review meetings
** with key clients, understanding themes, open defects, and client concerns.
* Maintain and update internal documentation to ensure knowledge accuracy and accessibility
* Develop
** knowledge base articles and client tooling
** to reduce incoming ticket volumes
* Act as a strong voice for client-impacting defects, highlighting their prioritisation and resolution with product owners and scrum teams
* Use
** SQL, MFT Anywhere, and related tools
** to proactively investigate client issues in a timely manner
* Running training sessions with new clients to ensure they get the most from the application.
** Essential Experience & Skills
*** 2–3 years’ experience in a helpdesk, customer support, or client-facing operational role
* Strong
** client-centric demeanor
** with confident customer interaction via phone and ticketing systems
* Excellent written and verbal communication skills, with the ability to collaborate efficiently across teams
* Strong presentation and meeting facilitation skills, capable of explaining sophisticated technical issues in clear, client-friendly language
* Experience in
** post-trade processing**, including equities, equity derivatives, or other financial instruments
* Knowledge of reconciliations and/or transaction and regulatory reporting processes
* Professional proficiency in English (reading, writing, speaking, and listening)
** Nice to Have
*** Knowledge or experience with
** MiFIR and/or EMIR
** regulatory reporting
* Basic SQL knowledge or exposure to another programming language for investigative support work
* Basic understanding of networking concepts, including
** FTP/SFTP
*** Familiarity with
** JIRA, Confluence, and/or Service Now
*** Experience with
** Salesforce**, including report generation and dashboard development to analyse ticket trends
** Career Stage:
** Senior Associate
** London Stock Exchange Group (LSEG) Information:
** Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the…