At a Glance
- Tasks: Lead a team supporting real-time market data products and manage client relationships.
- Company: ICE Data Services, a leader in financial technology with a focus on innovation.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Join a collaborative culture with opportunities for growth in the financial tech sector.
- Why this job: Make a real impact by leading a talented team and enhancing client experiences.
- Qualifications: Experience in client-facing roles and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
Job Description
Job Purpose
ICE Data Services is looking for an experienced Client Support Manager to lead a team supporting our real-time market data products. Based in London, the role combines people leadership, client relationship management, and technical oversight across time-sensitive, mission critical services. The ideal candidate brings a strong record of managing client facing technical teams alongside a solid grounding in market data, networks, and trading environments.
Responsibilities
- People Management
- Lead and develop a team of Client Support Specialists through regular one to ones, performance reviews, and career development conversations.
- Identify training needs and arrange development for individuals and the wider team.
- Conduct interviews, onboard new hires, and contribute to team growth planning.
- Manage shift coverage and resource allocation, including project commitments.
- Client Relationship Management
- Act as a senior point of contact for clients, particularly during escalations or when an account becomes sensitive.
- Build and maintain relationships with key client stakeholders, identifying opportunities to deepen engagement.
- Case and Escalation Oversight
- Provide oversight on escalated cases, ensuring severity and client impact are correctly assessed and that the right people are involved.
- Ensure cases are accurately tracked and updated and recognise when a team member needs senior support or workload reallocation.
- Identify when service levels or product quality are being called into question and escalate promptly.
- Internal Stakeholder Management
- Work closely with Product, Development, Sales, and Account Management to drive resolution of client issues.
- Represent the voice of the client internally and feed back trends, opportunities, and risks to relevant stakeholders.
- Identify gaps in process and work with counterparts across the business to address them.
- Set appropriate boundaries with other teams while maintaining strong working relationships.
Knowledge and Experience
- Bachelor's degree.
- Experience in a client facing role within market data, financial technology, or a similar technical environment.
- Demonstrated experience managing or leading a team, with strong coaching and development skills.
- Excellent written and verbal communication skills, with the ability to handle senior client stakeholders confidently.
- Strong troubleshooting and problem-solving aptitude.
- Understanding of networks and core computing concepts.
- Knowledge of Unix and shell scripting is desirable.
- Exposure to front office trading or market data environments is desirable.
- Knowledge of financial markets and associated terminology is beneficial.
- Business level fluency in English (written and spoken) is essential. Proficiency in French, Spanish, Japanese, Mandarin, or Korean would also be highly desirable.
Manager, Client Support in London employer: Intercontinental Exchange Holdings
ICE Data Services is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee development, we provide comprehensive training and growth opportunities for our Client Support Managers, ensuring they thrive in their roles while fostering meaningful relationships with clients. Our inclusive culture encourages teamwork and empowers employees to take ownership of their projects, making it a rewarding place to build a career in the fast-paced world of market data.
Contact Details:
Intercontinental Exchange Holdings Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Client Support in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Intercontinental Exchange Holdings. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Manager, Client Support in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Intercontinental Exchange Holdings.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Intercontinental Exchange Holdings's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Intercontinental Exchange Holdings
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Intercontinental Exchange Holdings.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Intercontinental Exchange Holdings will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Intercontinental Exchange Holdings employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
