Investment Middle Office Services (IMOS) Client Operations Associate

Overview

In this role you will support post-trade delivery and client service excellence within the IMOS Client Operations team. You will work across internal partners and external providers to resolve inquiries, monitor SLAs, and drive timely resolutions. The position offers broad product exposure and hands-on involvement in continuous improvement, focusing on control rigor and process enhancements. You will engage with clients and stakeholders to support onboarding, reporting, and escalation management, contributing to resilient, efficient post-trade operations.

Responsibilities

• Manage incoming and outgoing client queries, requests, and escalations across post-trade products and workflows
• Coordinate with operational teams to meet service level agreements and client expectations
• Perform daily oversight checks on key activities and escalate issues to appropriate partners
• Prepare and deliver recurring client reporting aligned to agreed service measures
• Support incident management routines, including tracking, status updates, and follow-up to closure
• Participate in client meetings and support action tracking and outcomes
• Conduct trend analysis to identify control enhancements and process improvement opportunities
• Build effective working relationships with internal partners and external third parties
• Liaise with external providers such as brokers, custodians, transfer agents, and vendors to resolve breaks and inquiries
• Monitor relevant market changes and operational impacts, escalating as needed
• Support onboarding activities such as new fund launches, product launches, and service change initiatives

Key requirements

• Demonstrated experience supporting client service in investment operations, post-trade, or middle office environments
• Working knowledge of one or more relevant product areas (e.g., equities, fixed income, foreign exchange, cash markets, derivatives, or repurchase agreements)
• Understanding of fund accounting concepts, including IBOR processes and NAV production considerations
• Ability to manage multiple priorities, maintain accuracy, and deliver under time-sensitive deadlines
• Ability to investigate issues, perform root-cause analysis, and drive timely resolution with partners
• Proven ability to communicate clearly with clients and stakeholders, including in escalation scenarios
• Ability to apply sound risk awareness and maintain appropriate operational controls and documentation
• Proficiency with standard productivity tools used for reporting, analysis, and communication (e.g., spreadsheets, presentations, and email)

• _clear client communication
• cross-functional collaboration
• problem-solving under pressure
• investment operations
• post-trade workflows
• NAV/IBOR concepts

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