The Client Support & Operations Analyst provides first-line client support for hedge fund and institutional investment clients, addressing inquiries and ensuring operational efficiency.
Job SummaryThe 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.
- 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.
- 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.
Top Skills
Excel
Portfolio Management Platforms
Trade Support Platforms
CWAN Sydney, New South Wales, AUS Office
CWAN Sydney Office
Salesforce Tower, 180 George Street, Sydney, Sydney, Australia, NSW 2000
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