Multi-Channel Helpdesk Analyst – Capital Markets Operations

About the role

This position is a core component of capital‑markets operations, supporting client lifecycle management, trade processing, settlement, collateral and reconciliation activities. The analyst works in a high‑risk, time‑critical environment, interacting with a wide range of internal and external stakeholders to resolve financial mismatches and compliance issues.

Key responsibilities

• Address client queries promptly and accurately, providing required statements and information.
• Investigate and resolve breaks related to trade bookings, payments, interest claims, KYC/compliance gaps, and other financial mismatches.
• Liaise with agents, custodians, banks and other institutions to clarify and settle discrepancies.
• Support junior staff, conduct cross‑training, and guide new joiners.
• Maintain and update SOPs, perform quality‑control checks, and contribute to process‑improvement initiatives.
• Prepare MIS reports, dashboards and highlight aging issues for management.
• Participate in review calls with process owners and ensure adherence to risk‑management standards.

Required profile

• Strong subject‑matter expertise in capital‑markets processes and supervisory capabilities.
• Excellent stakeholder management and communication skills across phone, email and chat.
• Ability to work under pressure in a dynamic, high‑stakes environment.
• Proactive attitude toward continuous improvement and risk mitigation.

Required skills

• MIS reporting
• Dashboard preparation