Client Support Team Lead

Overview TP ICAP Manila, National Capital Region, Philippines Join to apply for the Client Support Team Lead role at TP ICAP. This is a mid-senior level, full-time position in Information Technology. Location: Philippines - A.T. Yuchengco Centre - Taguig City Seniority level: Mid-Senior level Job function: Information Technology Employment type: Full-time About Parameta Solutions Parameta Solutions is the Data & Analytics division of TP ICAP Group. The business provides clients with unbiased OTC content and proprietary data, in-depth insights across price discovery, risk management, benchmark and indices, and pre and post-trade analytics. Its post-trade solutions help market participants control counterparty and regulatory risks through tools that manage balance-sheet exposure, as well as compression and optimisation services. The Data & Analytics division includes the brands: Tullett Prebon Information, PVM Data Services, ICAP Information and Burton-Taylor Consulting. Role responsibilities Serve as a senior point of contact for high-value or complex client issues, ensuring swift and effective resolution. Build and maintain strategic client relationships through proactive engagement and trusted advisory support. Champion a client-first culture by coaching team members on communication, empathy, and accountability. Drive performance to ensure business objectives are met. Monitor SLA adherence across the team and implement corrective actions where needed. Manage own ticket resolution with a focus on complex issues. Oversee the management of high-priority and escalated tickets, ensuring timely and accurate resolution. Analyze ticket trends and client feedback to identify recurring issues and drive service improvements. Ensure consistent and high-quality documentation of all client interactions in ServiceNow. Own and evolve support documentation in Confluence, ensuring it reflects current best practices and is accessible to the wider team. Lead initiatives to streamline workflows, reduce resolution times, and enhance the client experience. Act as a key liaison between Client Support and internal teams (Product, Sales, Technical, Client Success), ensuring alignment and transparency. Represent the support function in internal forums, contributing insights and recommendations to improve service delivery. Support recruitment efforts as we continue to build out the function. Experience / Competences Essential: Minimum Bachelor’s degree Fluent in English (verbal and written), with clear, confident, diplomatic communication. Extensive experience supporting B2B clients in Financial Markets, with proven ability to manage complex queries and escalations. Strong leadership skills with experience mentoring or managing junior team members. Deep understanding of financial markets, market data, and analytics. Ability to manage ambiguity, prioritise, and remain composed under pressure. Excellent stakeholder management and interpersonal skills with a client-centric mindset. Advanced Excel skills for data analysis and reporting. Proactive, solutions-oriented, and committed to continuous improvement. Proficiency in tools such as ServiceNow, Salesforce, Snowflake, Power BI and PGS; strong Excel analytics skills. Desired: Proficiency in Bloomberg and Refinitiv platforms; experience with process improvement or change initiatives; credible, influential, and judicious in client and internal interactions. Risk Responsibilities Understand the risks and controls on your department; know what could go wrong, what controls prevent/detect or contain these. All staff have defined risk management responsibilities. Specific responsibilities are incorporated into objective setting and performance reviews. You may be required to confirm risk management duties through the annual attestation process. Not The Perfect Fit? We foster inclusivity and encourage you to apply even if your experience doesn’t match every criterion. Our Talent Acquisition team can help you recognise how your skills could contribute to this role or other opportunities within TP ICAP. Company Statement TP ICAP is committed to an inclusive culture and to driving continuous cultural improvement. Our TP ICAP Accord employee network supports this effort. Note: References to external job postings, referrals, and other roles are included for context and do not form part of the core job description for this position. #J-18808-Ljbffr