Head of Trading Venue Operations, EMEA

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.

Role Overview

The Head of Trading Venue Operations, EMEA is responsible for leading a multi-asset Level 1 support function that provides operational support for TP ICAP's broker and client-facing trading platforms across the EMEA region.

Reporting to the Head of Production Management, the role manages a team of 21 support professionals, including four asset class-aligned Team Leads, and works closely with Operations, Technology, Business Management and IT Service Management teams to ensure the effective delivery of support services.

The team provides day-to-day support across a range of activities, including order and trade management, user administration, connectivity support, client onboarding, platform configuration and incident resolution. The successful candidate will ensure support requests are handled efficiently, service standards are maintained, and processes are continuously improved to enhance the overall user experience.

This role combines hands-on operational leadership, stakeholder management and people development within a fast-paced electronic trading environment.

Key Responsibilities

Service Delivery & Operational Management

• Lead the day-to-day operation of a multi-asset platform support team, ensuring a high-quality Level 1 support service is delivered to brokers, traders and clients.

• Ensure support requests and incidents are managed effectively and resolved within agreed service levels.

• Act as the primary escalation point for complex operational issues, supporting teams in driving resolution through to completion.

• Oversee support activities including trade management, order management, instrument setup, new issue onboarding, user access administration and connectivity support.

• Develop, maintain and enhance team procedures, controls and support processes to drive consistency and operational efficiency.

• Work closely with Level 2 and Level 3 support teams to ensure effective handovers and minimise delays in incident resolution.

• Champion the effective use of ServiceNow and other operational tools to improve workflow management, reporting and service transparency.

• Monitor service performance and management information, identifying trends, recurring issues and opportunities for improvement.

• Maintain awareness of business and platform developments, ensuring the team is prepared to support new products, functionality and processes.

Stakeholder Management

• Build effective working relationships with Desk Heads, senior brokers and operational stakeholders across the EMEA business.

• Partner with Operations, Technology, Platform Execution and Business Portfolio Management teams to support business objectives and improve service delivery.

• Communicate clearly and proactively with stakeholders regarding support issues, priorities and progress updates.

• Represent the support function in operational discussions and contribute practical input to platform and process improvement initiatives.

• Act as a key contact for operational risk and compliance matters impacting the team's activities.

Leadership & Team Development

• Lead, motivate and develop a team of support professionals through clear objectives, coaching and regular performance feedback.

• Support Team Leads in managing workloads, priorities and resource allocation across asset classes.

• Foster a culture of accountability, collaboration and continuous improvement.

• Encourage the development of both asset-class knowledge and technical understanding of TP ICAP's platforms and systems.

• Promote opportunities for automation and process improvement to increase efficiency and reduce manual effort.

• Work collaboratively with internal teams to ensure operational dependencies are managed effectively and service outcomes continue to improve.

Experience & Competencies

Essential

• Degree educated or equivalent industry experience.

• Experience managing operational, support or service delivery teams within a financial services environment.

• Proven experience delivering service improvements and driving operational efficiencies.

• Experience leading change initiatives and embedding process improvements.

• Strong stakeholder management skills with the ability to build effective relationships across business and technology teams.

• Excellent written and verbal communication skills.

• Experience coaching, developing and managing team performance.

• Understanding of financial markets, electronic trading environments and/or OTC products.

• Experience working within a regulated financial services organisation.

• Strong organisational and problem-solving skills with the ability to manage multiple priorities.

Desirable

• Experience supporting electronic trading, brokerage or financial market platforms.

• Knowledge of ServiceNow or similar service management tools.

• Understanding of IT Service Management (ITSM) principles and incident management processes.

• Experience implementing workflow automation or operational improvement initiatives.

• Familiarity with operational risk and compliance requirements within financial services.

Job Band & Level

• Manager / 7

#LI-MID #LI-Hybrid

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. 

Location

UK - 135 Bishopsgate - London