The Client Support & Operations Analyst provides first-line client support for hedge fund and institutional investment clients. This role serves as the initial point of contact for day-to-day queries related to trading, positions, valuations, cash balances, reporting, and operational processes. Analysts focus on promptly acknowledging, investigating, and resolving client inquiries, escalating more complex matters to Level 2 teams.
The objective is to deliver responsive, accurate, and professional service, ensuring smooth day-to-day operations and an excellent client experience.
Responsibilities
Serve as the first point of contact for client inquiries across multiple asset classes (equities, fixed income, FX, derivatives).
Provide timely responses to questions from portfolio managers, traders, and operations teams on trading data, positions, P&L views, pricing checks, corporate actions, and standard reports.
Assist with routine trade lifecycle tasks such as basic trade capture validation, settlement status checks, and reconciliations.
Help identify and resolve common NAV-related discrepancies, including position or cash breaks, under guidance from L2 teams.
Address standard corporate actions queries (e.g., dividends, splits, mergers) by verifying event details and updating systems or reports accordingly.
Conduct initial triage of client issues — replicate and verify reported problems, gather supporting details, and determine resolution or escalation path.
Escalate complex or technical issues to L2 product, data, or engineering teams, providing comprehensive context to facilitate resolution.
Assist with basic client account setup configuration and operational updates in line with predefined procedures.
Required Skills
Basic understanding of investment operations and capital markets, including common financial instruments.
Awareness of trade lifecycle stages (trade capture, settlement, reconciliation).
Comfort working with equities, fixed income, FX, and derivatives data at a functional level.
Strong problem-solving skills and attention to detail.
Good judgment in knowing which issues can be handled and which should be escalated.
Clear and professional verbal and written communication skills.
Ability to work effectively in a fast-paced, client-facing environment.
Education and Experience
Degree or diploma in Finance, Accounting, Economics, Business, or related field (or equivalent work experience).
2+ years in financial services operations, fund accounting, trade support, or client service.
Experience in a client-facing role, preferably supporting investment managers or institutional clients.
Proficiency in MS Excel; familiarity with portfolio management or trade support platforms is a plus.