Client Support Team Lead

Group Overview

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform.

Founded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist.

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 offering helps market participants control their counterparty and regulatory risks through a growing range of tools that manage balance-sheet exposure, as well as compression and optimisation services. The Data & Analytics division includes the following brands: Tullett Prebon Information, PVM Data Services, ICAP Information and Burton-Taylor Consulting.

Job duties:

As a Client Support L1 Team Lead at Parameta Solutions, you will lead from the front in delivering an exceptional client support experience. This role goes beyond day-to-day query handling - you're responsible for setting the standard for service excellence, mentoring other team members, and driving continuous improvement across the support function. You will act as a senior escalation point, manage team performance, and collaborate cross-functionally to ensure client satisfaction and operational efficiency. This role is critical to our Client Experience ambition.

Role Responsibilities:

Client Support

· 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.

Client Ticket Oversight

· 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.

Process & Documentation Ownership

· 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

Cross-Functional Collaboration

· 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 is required

· Fluent in English (verbal and written), with the ability to communicate clearly, confidently, and diplomatically.

· Extensive experience supporting B2B clients in Financial Markets, with a 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.

· Demonstrated ability to manage ambiguity, prioritise effectively, 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.

· Demonstrated proficiency in tools such as Service Now, Salesforce, Snowflake, Power BI and PGS as well as applying strong expertise in Advanced Excel, including data analysis and reporting

Desired

· Proficiency in Bloomberg and Refinitiv platforms, with a strong understanding of their support requirements.

· Experience leading or contributing to process improvement or change initiatives.

· Demonstrates credibility, influence, and sound judgment in both client and internal interactions.

Risk Responsibilities

Ensure that you understand the risks and controls on your department; what could go wrong, what controls you have to prevent/detect or contain these.

All staff have defined risk management responsibilities. The Group imposes additional responsibilities on line-managers and senior managers. It is critical that all staff discharge their risk management responsibilities when undertaking their role. Specific responsibilities are incorporated into employee objectives, and your performance against these objectives will be assessed as part of the firm's performance management process. You will also be required to confirm that you have discharged your risk management responsibilities through the annual risk management attestation process

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. 

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