Market Regulation Aml Specialist jobs at Intercontinental Exchange - Ice in India, Hyderabad

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes proactive and reactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture and customer base.
• Leadership of nightly support on production monitoring and incident management to ensure timely escalation and resolution on operation and production issues, failures.
• Work closely with product, operations, development, QA or necessary stakeholders to serve as the voice of the customer internally and drive resolution of issues.
• 5 days working from office
• Full-time night shift position (10pm - 7am)

Knowledge and Experience

• 7+ years of experience in a client facing role is desirable
• 2+ years as senior team member or in a team lead role managing high-performance support teams
• Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional
• Exceptional customer facing communication skills (written and verbal)
• Strong aptitude to troubleshoot and solve problems
• Spoken and written fluency in English is mandatory

Desired

• Exposure to front office trading/market data environments, ideally in a client/business facing role.
• Knowledge of financial markets and associated terminology

Job Purpose

ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.

Responsibilities

• Resolve incidents & requests
• Take proactive actions / measures to limit corrective maintenance activities
• Create and maintain knowledgebase
• Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents
• Onboard and off-board clients for ICE Digital Trade products and services
• Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution
• Promptly address user requests, incidents, and problems, ensuring timely resolution
• Participate in testing to verify and understand the application logic and behavior
• Escalate issues to the team lead in a timely and appropriate manner
• Maintain strong relationships with clients and internal teams
• Undertake root cause analysis and manage resulting action items to resolution
• Develop and maintain the knowledge base for ongoing support
• Contribute to system monitoring, alerting, and preventive measures

Knowledge and Experience

• Bachelor’s or equivalent university degree
• Excellent verbal and written English language skills
• Excellent time-management and organizations skill
• Knowledge in system and application support preferred
• Basic knowledge on SPLUNK, Salesforce and Servicenow is a plus
• Able to work flexible hours in a 24/7 support environment
• Experience with ITSM tool ServiceNow is a plus

Job Purpose

As a Senior Business Analyst supporting the ICE Clearing Technology team, you will be responsible for defining the functionality of ICE's post-trade and risk product and service offerings, principally in the futures and options markets. Serving as the primary liaison between stakeholders and a software-development team, you will lead and coordinate the translation of business needs into system requirements for large-scale development projects.

Responsibilities

• Communicate with stakeholders in non-technical terms to learn business workflows, understand client needs, and propose solutions
• Translate business requirements into concise functional requirements that are actionable by the development team
• Reconcile conflicting requirements with stakeholders
• Recognize and communicate the impact new systems and features have on existing systems
• Develop analysis artifacts including use-cases, activity diagrams, user-interface schematics, business rules, technical specifications, process flows, and API documentation.
• Adhere to change-control procedures to ensure requirements changes are agreed to by the release team and stakeholders
• Conduct demonstrations and training sessions, and assist end users to adopt the tools developed by the team
• Produce end-user documentation, including release notes and guides
• Query and compile data to support management and sales strategic analysis
• Support the technical development and quality-assurance efforts, as required
• Assist project management to prioritize and track requested system enhancements

Knowledge and Experience

• Bachelor’s degree or comparable experience is required, preferably in Economics, Finance, Mathematics or Computer Science
• 5+ years’ software product development, business analysis, quality assurance, or related experience
• Strong business-writing and excellent communication skills required
• Competence in data analysis and Microsoft Office tools (particularly SQL, Word and Excel)
• Highly detail-oriented, with keen organizational skills
• Ability to multitask and work independently, in a fast-paced environment and within deadline
• Commitment to customer service and on-time product delivery

Preferred, but not required:

• Trading, clearing or banking-industry experience preferred
• A basic understanding of web applications, data structures, API, XML, HTML, Jira, Confluence

Job Purpose

The ICE Futures Europe (IFEU) Market Regulation department is responsible for overseeing compliance with its rules that are designed to protect market participants and the integrity of IFEU markets.

Responsibilities

• Monitor IFEU’s and ICE Endex’s compliance with MiFIR transaction reporting and order retention; liaise with Members on relevant reporting or data issues
• Assist members in their accurate reporting of commodity derivative positions to IFEU and ICE Endex and the onward reporting to the relevant regulators (FCA, AFM)
• Assist with the review and publication of open interest for IFEU markets
• Prepare and publish weekly Commitment of Trader reports
• Review and analyse alerts generated from internal systems in accordance with procedure, escalating to management as appropriate
• Assist with research, analysis and ad-hoc project work where required
• Prepare and present reports, correspondence and management information

Knowledge and Experience

• 3+ years’ experience in financial services or compliance related role
• Educated to degree level
• Good understanding of financial markets and financial services regulation desirable
• Excellent communication and report writing skills in English, including the ability to apply independent thought and analysis
• Able to multi-task under pressure in a highly regulated and deadline driven environment
• Excellent attention to detail
• Strong team player
• Demonstrated experience in supporting process improvement and optimisation initiatives

Responsibilities

• Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of mortgage-based software solutions.
• Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
• Support and drive service level attainment to departmental standards.
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards.
• Have awareness for, and develop recognition of systemic customer-impacting problems, and respond appropriately per departmental procedure.
• Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
• Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
• Manage customer interactions as set forth by department policy and procedure.
• Adhere to schedule as set forth by management.
• Manage case backlog to departmental standards.
• Thoroughly and accurately document details of all customer interactions in appropriate case management system.

Knowledge and Experience

• 2 years equivalent customer service or technical support experience.
• Possesses and ability to manage own time to department and team standards and expectations.
• Ability to Analyze and compare the conceptual and technical symptoms of a reported software problem to expected functionality and accurately identify the key differences, probable cause, and corrective course of action.
• An ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, and resolution.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.
• Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Understands and appropriately balances and prioritizes work efforts to operational needs.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.

Preferred

• Plan and self-manage work efforts to goals and department/team objectives.
• Possesses a basic understanding of business-to-business software applications utilized in complex multi-user environments that are both desktop application based and fully web-based.
• Drives Results: Can consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Manages Complexity: Obtains relevant diagnostic information and apply to issue analysis and resolution efforts. Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution.
• Critical thinking; Problem solving.

Schedules will vary based on the rotation of coverage. Sunday through Saturday 5-day, 9-hour rotation will apply. Weekend work from home is permitted with some limitations.

Responsibilities

• Summarize and document market data usage policies and distribution rights
• Assist with processing source mandated changes to usage policies and pricing by updating documentation, maintaining internal entitlement systems and preparing materials to communicate changes both internally and externally to clients
• Administer system for ICE product entitlement systems, including setting up new services, products and other features
• Review and resolve inquiries related to usage policies, pricing and billing issues, as well as entitlement system administration
• Provide support to the external audit defense team by researching audit related inquiries, providing entitlement system audit reports, and tracking remediation items
• Assist with various compliance related projects

Knowledge and Experience

• Experience in market data industry, including compliance and contract management/ negotiation background a plus
• Familiarity with real time, end-of-day and derived data use cases
• Ability to analyze complex policy data (contracts and agreements, fee schedules, new rule announcements) to identify adjustments to current systems and processes
• Highly effective written and verbal communication skills
• Strong analytical and problem-solving skills
• Proficiency in the standard Microsoft Office suite (Excel, Word, Access); knowledge of Microsoft Visio a plus
• Proficiency with SQL
• Ability to learn new software applications and systems
• Adept at creating and maintaining effective relationships through strong interpersonal skills

Job Purpose

This group is responsible for the management, provisioning, reporting, and overall usage compliance of third-party market data both internally and externally. Our remit:

• To provide a value-add service across ICE Data Services’ multiple business lines.
• To establish a proactive, forward-facing, service-oriented group with a clear understanding of the value of the corporate strategic assets (“the data”) of which we are in effect the custodians.
• To implement a series of clearly defined best practices across all business lines and all product lines to support our global business in a timely, efficient & compliant way.
• To implement robust processes to support the sales cycle and the client on-boarding process while adhering to our core principals of source compliance & consistency.

Responsibilities

• Prepare and distribute consistent and comprehensive usage reporting of ICE Data Services’ client base to various Third-Party Market Data Suppliers on a monthly/quarterly/semi-annual/annual basis
• Validate third-party market data invoices, via established reconciliation processes, against both usage reporting and contractual obligations.
• Liaise with sources and internal stakeholders to resolve issues regarding usage reporting or billing.
• Monitor various usage and reporting trends for abnormalities, inconsistencies and fluctuations that may require additional research/investigation
• Engage and assist in various change management processes involving different elements of Market Data Operations and Compliance
• Perform other administrative tasks as directed
• Special projects and tasks as assigned

Knowledge and Experience

• College degree preferred (or equivalent industry experience in lieu of a college degree)
• Proficiency in Microsoft Office; Concentration in Excel (Advanced proficiency in Pivot Tables/Charts, VLOOKUP, Index Match, VBA Macros considered a plus)
• Basic Coding Skills (SQL, Python) considered a plus
• A proactive nature and approach to learning, problem identification and problem resolution
• Thoroughness, attention to detail and the ability to think and work both independently and within a team environment
• Service oriented toward both internal and external clients
• Strong organizational, prioritization and time management skills
• Good written, oral, and interpersonal skills