Role Overview
The Head of Trading Venue Operations, EMEA is responsible for leading a multi-asset Level 1 support function that provides operational support for TP ICAP's broker and client-facing trading platforms across the EMEA region.
Reporting to the Head of Production Management, the role manages a team of 21 support professionals, including four asset class-aligned Team Leads, and works closely with Operations, Technology, Business Management and IT Service Management teams to ensure the effective delivery of support services.
The team provides day-to-day support across a range of activities, including order and trade management, user administration, connectivity support, client onboarding, platform configuration and incident resolution. The successful candidate will ensure support requests are handled efficiently, service standards are maintained, and processes are continuously improved to enhance the overall user experience.
This role combines hands-on operational leadership, stakeholder management and people development within a fast-paced electronic trading environment.
Key Responsibilities
Service Delivery & Operational Management
- Lead the day-to-day operation of a multi-asset platform support team, ensuring a high-quality Level 1 support service is delivered to brokers, traders and clients.
- Ensure support requests and incidents are managed effectively and resolved within agreed service levels.
- Act as the primary escalation point for complex operational issues, supporting teams in driving resolution through to completion.
- Oversee support activities including trade management, order management, instrument setup, new issue onboarding, user access administration and connectivity support.
- Develop, maintain and enhance team procedures, controls and support processes to drive consistency and operational efficiency.
- Work closely with Level 2 and Level 3 support teams to ensure effective handovers and minimise delays in incident resolution.
- Champion the effective use of ServiceNow and other operational tools to improve workflow management, reporting and service transparency.
- Monitor service performance and management information, identifying trends, recurring issues and opportunities for improvement.
- Maintain awareness of business and platform developments, ensuring the team is prepared to support new products, functionality and processes.
Stakeholder Management
- Build effective working relationships with Desk Heads, senior brokers and operational stakeholders across the EMEA business.
- Partner with Operations, Technology, Platform Execution and Business Portfolio Management teams to support business objectives and improve service delivery.
- Communicate clearly and proactively with stakeholders regarding support issues, priorities and progress updates.
- Represent the support function in operational discussions and contribute practical input to platform and process improvement initiatives.
- Act as a key contact for operational risk and compliance matters impacting the team's activities.
Leadership & Team Development
- Lead, motivate and develop a team of support professionals through clear objectives, coaching and regular performance feedback.
- Support Team Leads in managing workloads, priorities and resource allocation across asset classes.
- Foster a culture of accountability, collaboration and continuous improvement.
- Encourage the development of both asset-class knowledge and technical understanding of TP ICAP's platforms and systems.
- Promote opportunities for automation and process improvement to increase efficiency and reduce manual effort.
- Work collaboratively with internal teams to ensure operational dependencies are managed effectively and service outcomes continue to improve.
Experience & Competencies
Essential
- Degree educated or equivalent industry experience.
- Experience managing operational, support or service delivery teams within a financial services environment.
- Proven experience delivering service improvements and driving operational efficiencies.
- Experience leading change initiatives and embeddi
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Head of Trading Venue Operations, EMEA employer: T&P
TP ICAP is an exceptional employer, offering a dynamic work environment in the heart of Belfast, where innovation and collaboration thrive. With a strong commitment to employee development, we provide comprehensive training and growth opportunities within the fast-paced financial services sector. Our inclusive culture fosters teamwork and encourages diverse perspectives, making it a rewarding place for individuals looking to make a meaningful impact in their careers.
