EMEA Head of Client Fulfilment - Client Services and Onboarding

Macquarie’s Commodities and Global Markets (CGM) division operates at the intersection of real world supply chains and global financial markets. We deliver integrated risk management, capital solutions, market access and physical execution across a sophisticated product suite spanning physical and financial commodity markets, fixed income and currencies (FIC), futures and asset finance. Our coverage extends across energy and emissions, agriculture and oil, metals and resources, and major financial markets, supporting clients operating in some of the most complex and fast evolving sectors of the global economy.

Serving clients across diverse markets requires a service model that is precise, responsive, and fully aligned to the commercial pace of our businesses. The Client Fulfilment team sits at the centre of this, partnering with Sales, Trading, Financial Crime, Compliance, Legal and operational teams to deliver seamless onboarding, clear regulatory guidance and robust lifecycle management across EMEA.

In this role you will lead and shape frontline client service delivery for CGM across EMEA, with responsibility for our Commodities, Fixed Income & Currencies (FIC), Futures and Asset Finance businesses. As the senior regional lead for client fulfilment, you will take full accountability for the end‑to‑end client lifecycle, overseeing onboarding, KYC and regulatory checks, account establishment and maintenance, remediation activity, exits and curtailments. You will set the standard for service excellence in the region, ensuring each stage of the lifecycle is delivered with precision and strong risk alignment.

You’ll be working directly with front office teams on the trading floors, applying a commercial, informed and solutions driven approach to client fulfilment. Your presence in the business will be instrumental in helping to set clear client expectations, navigate onboarding complexities and maintain momentum across high value engagements. You will become a trusted advisor to the business, relied upon for sound judgement, clarity, and leadership in fast moving situations.

You will partner with regional Financial Crime and Regulatory Compliance leaders to ensure policy is clearly interpreted, consistently applied and operationally practical, enabling timely issue escalation and resolution across the client lifecycle. You will contribute to continuous improvement in how client risk is managed and how the region executes its responsibilities. You will also provide oversight across the EMEA Client Service team and the global service centres supporting the region, ensuring alignment, operational discipline, and consistently high quality delivery.

This is a high‑visibility role requiring full‑time presence in the London office (4–5 days per week), with periodic travel to regional offices and to our global service centres in India and Manila.

What you offer

• Experience and understanding of commodities trading, financial markets activity, or related client facing market environments.
• Ability to recognise the differing service needs of public companies, private corporates, financial institutions, funds and other sophisticated market participants.
• A commercial, responsive, and agile approach, with experience operating effectively within or alongside trading floor environments (highly advantageous).
• Excellent stakeholder communication skills, with strong judgement, credibility, and the ability to engage confidently with senior front office and control partners.
• Demonstrated success managing and developing multi disciplinary teams delivering services.
• A highly organised, hands on and detail oriented approach, with the ability to translate complexity into clear, actionable guidance.
• Strong understanding of financial crime and regulatory compliance frameworks, and their application across the client lifecycle, including KYC and associated controls.
• Experience delivering outcomes in regulated environments and balancing commercial, risk and operational efficiency objectives.

We love hearing from anyone inspired to build a better future with us, if you’re excited about the role or working at Macquarie we encourage you to apply.

What we offer

• 1 wellbeing leave day per year and a minimum of 25 days of annual leave.
• 26 weeks’ paid parental leave for primary caregivers along with 12 days of paid transition leave upon return to work and 6 weeks’ paid leave for secondary caregivers.
• Paid fertility leave for those undergoing or supporting fertility treatment.
• 2 days of paid volunteer leave and donation matching.
• Access to a wide range of salary sacrificing options.
• Benefits and initiatives to support your physical, mental and financial wellbeing including, comprehensive medical and life insurance cover.
• Access to our Employee Assistance Program, a robust behavioural health network with counselling and coaching services.
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription.
• Access to company funded emergency and backup dependent care services.
• Recognition and service awards.
• Hybrid and flexible working arrangements, dependent on role.
• Reimbursement for work from home equipment.

About Commodities and Global Markets

Commodities and Global Markets is a global business offering capital and financing, risk management, market access, physical execution and logistics solutions to its diverse client base across Commodities, Financial Markets and Asset Finance.

Our commitment to diversity, equity and inclusion

We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply regardless of their identity, including age, disability, neurodiversity, gender (including gender identity or expression), sexual orientation, marriage or civil partnership, pregnancy, parental status, race (including ethnic or national origin), religion or belief, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. Our aim is to provide reasonable adjustments to individuals as required during the recruitment process and in the course of employment. If you require additional assistance, please let us know during the application process.