Operational Client Relationship Officer

Department Euronext Market Services (EMS) is the front line for Euronext Cash, Derivatives and Commodities business with two operational centres in Amsterdam and Paris to ensure fair and orderly markets for all Cash, Derivatives and Commodities products, including Corporate Actions, Euronext Indices, Euronext Market Data, Member on boarding and Hosted Commercial Markets. EMS staff and managers have access to all relevant EMS Cash and Derivatives business and technical monitoring tools and make use of integrated EMS tools and procedures across the two EMS locations. EMS operates daily from 06:30-22:30 CET. EMS owns the service delivery to clients. EMS is a preferred entry point for all talents willing to work in the Euronext or more broadly in the financial markets industry. Your tasks As an Operational Client Relationship Officer, you ensure that an excellent customer service to all Euronext members and partnering software vendors / service providers is provided and that all client request and queries are taken into account. You are working together in a (virtual) team of Operational Client Relationship Officers from other locations.- Be the central point of contact of an allocated group of clients on operational matters covering level 1 or 2 questions, among others: - functional questions on specifications- - questions on market moves or reservations- - direct management of order cancellation and interfaces from trades cancellation, both according to the procedures in place- - connectivity or technical points- - advisory on throttling and access setup- - post-sale client onboarding on new products / initiatives until go live- - Follow up all questions or issues until resolution, regularly inform the client of progresses notably when in depth analysis is needed (Level 3 : bugs/IT, performance/M&TT, cinematics/Markets-Projects)- Reporting interactions in the defined tool- Maintaining all interfaces with customers (distribution lists, CRM, portal, technical documentation)- Projects : review of specifications and creation of terms of reference on coming products and initiatives, support to clients for the developments and tests, execution of conformance tests with the client- More active contribution to projects when targeting a specific list of clients- Incidents : management of clients contacts during incidents. When needed, the Operational Client services team can be asked to support the Markets team.- Upon implementation of the transfer of some CSC tasks, management of the virtual desk activities- Claims handling (process)- ISV / ASP / DV Technical relationships and advisory. Organization of technical deep dives - Your profile- > 4 years’ experience in one or more of the following: client support services, market operations in an exchange, trading venue or market participant- - Master’s degree in finance or engineering. Knowledge of financial markets is essential- - Excellent structure and analytical skills and ability to think conceptually- - High standards of service delivery to clients and ability to create strong relationships- - Strong verbal communication skills both internally and externally, excellent command of spoken and written English (French or Dutch is a plus)- - Rigor, curiosity and willingness to learnAttention to detail while having the ability to see the big picture and have the right level of flexibility- - Proactive attitude and ability to find one’s way in the organization to get answers- - Integrity and confidentiality are key requirements for this role- - Good organizational skills and able to work under pressure and to tight deadlines- - Team player including with ability to work in a virtual team across locations to achieve a common goal- - Conceptual knowledge of the following areas: Trade Lifecycle, Exchanges, Compliance, Cash & Derivatives products and Trading ProceduresEuronext Values Unity - We respect and value the people we work with - We are unified through a common purpose - We embrace diversity and strive for inclusion Integrity - We value transparency, communicate honestly and share information openly - We act with integrity in everything we do - We don’t hide our mistakes, and we learn from them Agility - We act with a sense of urgency and decisiveness - We are adaptable, responsive and embrace change - We take smart risks Energy - We are positively driven to make a difference and challenge the status quo - We focus on and encourage personal leadership - We motivate each other with our ambition Accountability - We deliver maximum value to our customers and stakeholders - We take ownership and are accountable for the outcome - We reward and celebrate performance We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our peop