Client Operations Analyst
hace 2 días
City of London
Novatus Global is a Series B scale-up RegTech SaaS provider and boutique advisory firm, helping financial institutions manage their most complex regulatory requirements. We combine deep consulting expertise with cutting-edge SaaS solutions, enabling clients to strengthen compliance, enhance resilience, and drive sustainable growth. Our flagship SaaS platform, En:ACT (short for Enabling Accurate Compliance in Transaction reporting), is a market-leading solution for regulatory transaction reporting and reconciliation across global regimes. En:ACT automates reporting, reconciles data across systems, and maps errors directly to regulatory rules, helping firms remediate quickly, reduce risk, and meet regulatory obligations with confidence. Already trusted by more than 30 firms worldwide, the platform is scalable, proven, and designed for both business and technical users. Alongside our SaaS offering, our unique model delivers consulting services across Risk & Compliance (including Transaction Reporting and Operational Resilience), ESG, Strategy, Data, and Operations. Unlike larger consultancies, we embed ourselves within client teams to deliver both insight and execution, taking ownership of outcomes and driving measurable impact. Since our launch in 2019, we have scaled rapidly, creating space for our people to grow with the business. Backed by North American private equity investment, and partnerships with the London Stock Exchange Group and Snowflake’s global data platform, we are shaping the future of regulatory compliance through innovation in both advisory and technology. Our growth plans do not stop here; we are on the lookout for top-tier talent to join us on our journey and enable our next phase of success. The Role: Client Operations Analyst Function: Product Operations. Location: London HQ Hybrid working and flexible hours: 4 days in the office and 1 WFH. The Client Operations Analyst is responsible for helping with BAU client support, triaging incoming requests, and ensuring timely resolution. Acting as the primary point of contact for clients in BAU, the role requires strong analytical skills to understand client issues and internal processes, coupled with exceptional written and verbal communication to maintain professional and proactive client relationships. A financial background and an understanding of financial instruments, transactions, and regulatory reporting requirements would be desirable. However, we also encourage product support professionals from a FinTech or RegTech background, as well as strong graduates seeking their first professional role, to apply. Key Responsibilities • Serve as the first point of contact for BAU client requests: triage, prioritise, and escalate issues as needed., • Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues., • Maintain ongoing client relationships through regular communications, updates, and calls., • Coordinate with Implementation and Engineering teams to ensure smooth resolution of complex issues., • Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures., • Monitor SLA compliance and proactively escalate risks to ensure timely responses., • Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives. Experience • Seeking strong graduates or early career professionals with up to 1 years of experience., • Previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential., • Exposure to financial processes, instruments, or regulatory reporting is advantageous. Key Behaviours • Empathetic and professional client engagement., • Strong investigative and problem-solving mindset., • Adaptable to fast-paced, changing environments., • Commitment to accuracy, documentation, and process compliance. About You: • Analytical ability: Strong problem-solving and pattern recognition skills., • Client communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders., • Operational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes., • Technical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous., • Collaboration: Works effectively across teams (Implementation, Engineering, Product) to ensure client satisfaction., • Proactivity: Anticipates client issues and takes action before problems escalate., • Financial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively. Benefits: • Private Medical Insurance (AXA) – includes mental health, dental, vision, and private GP access, • Employee Assistance Program, • Enhanced parental leave (maternity & paternity), • Professional qualification sponsorship, • Fast career progression based on performance, not tenure, • Holiday entitlement increases with tenure, • Flexible hours with core collaboration time, • Paid volunteering leave, • Gym & fitness discounts, • Monthly team lunches, quarterly socials, and office snacks & drinks, • Interest-based working groups to collaborate and innovate Diversity, Equity & Inclusion Novatus is an Equal Opportunity Employer. All employment decisions are made based on business needs, role requirements, and individual qualifications, without regard to race, age, religion or belief, sex, sexual orientation, gender identity or expression, marital or civil partnership status, pregnancy or maternity, socioeconomic background, disability, or any other characteristic protected under the Equality Act 2010. We maintain a workplace culture that is inclusive, respectful, and supportive. Our recruitment and selection processes are designed to ensure fairness and consistency for all candidates. Reasonable adjustments are available throughout the application and interview process, and candidates are encouraged to contact Human Resources to discuss any specific requirements. This commitment is embedded in all aspects of our employment practices, including recruitment, compensation, professional development, promotion, and workplace conduct.