Job Description

Job Overview

About the Role:
The team:
We are looking for self-driven, client focused individuals with great problem solving and analytical skills to fill an Associate position within the Operations group. The successful candidate will be responsible for providing day-to-day customer support for all services supported within Osttra’s suite of products.
The Onboarding team assists clients with new client set ups and UAT testing prior to go-live in the Production environment. Client Services team is responsible to assist existing clients with daily queries pertaining to the Production environment.
Responsibilities and impact:
• As part of platform / system support, individuals are required to assist on everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
• High level of direct client interaction. Client queries handled via emails and phone hotline.
• Act as the primary point person for incident management for Osttra-wide incident impacting our globally based clients during APAC hours. Incident management responsibilities include:
• Response to initial incident notification
• Providing regular updates to clients per SLA
• Primary liaison for aiding our clients through post-incident recovery
• Provide Major Incident reporting following any Severity 1 outages per SLA.
• Participate in internal testing of applications, prior to any change going live in production.
• Work closely with internal teams for system enhancements.
• Ensuring accurate input of static data client profile configurations are processed daily and the team meets assigned targets and SLA’s.
• Monitor client query queues, diagnose and resolve any resulting exceptions or errors and work with internal groups to provide resolution.
• Respond to client requests by providing detailed analysis and feedback.
• Process reports (user list / Trade) as requested by clients.
• Participate in internal / external training needs. Educate clients on upcoming changes.
• Liaise with participants for rolling out new products
• Communicate and assist internal departments for onboarding new participants in a timely manner and effective implementation of the product.
What we’re looking for:
Business competencies
Education and experience
• University graduate preferred
• Work experience in the financial markets preferably in operations
• Knowledge of OTC / FX/Equity/Future products, the trade clearing process and application support a major plus
• Prior experience working on Traiana/MarkitServ applications is a major plus
Commercial awareness
• Ability to work in fast paced environment with client orientation
Management requirements
• Not applicable
Personal competencies
Personal impact
• Strong customer service and problem-solving skills
• Focused on Operational Control and Data Security
• Flexible and able to adapt to change
• Able to work independently with minimal supervision
Communication
• Excellent interpersonal, written and verbal communication skills
Teamwork
• Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients
The location: Penang Malaysia
Our Benefits: Global vision, local impact
At OSTTRA, our benefits philosophy offers a market-competitive package that reflects our position as an industry leader. We want to ensure you feel valued, secure, and empowered wherever you are in the world.
Our approach is built on three core pillars:
• Global foundations: We provide a baseline of excellence across all our offices, focusing on comprehensive Health & Wellness, Financial Security, and Work-Life Balance. No matter your location, you are part of a culture that prioritizes your holistic well-being.
• Locally tailored: We benchmark in each market to ensure our packages are genuinely competitive where you live and work.
• Flexibility and growth: We empower you to work in a way that suits your life. This includes a hybrid working model, generous leave policies, and a commitment to your continuous professional development.

The Trust employee ownership plan
Every employee at OSTTRA is an owner, and a member of The Trust, our employee ownership programme. Our distinct culture encourages colleagues to think and act like owners and raise the bar constantly.
This plan reflects our belief that when we work together to build a stronger, more valuable organisation, then all colleagues should benefit from the value we create.About OSTTRA
We build and operate the infrastructure that the world’s post-trade financial system runs on. Launched in 2021, we have unified more than 20 years of heritage and expertise from four industry leaders into a single, integrated business.
Today,we operate a trusted network that connects thousands of market participants to streamline end-to-end workflows, from trade capture through portfolio optimisation.We translate industry change into workable process, engineering an open, intelligent ecosystem that removes friction and reduces risk for the global markets.

Our distinct ownership culture is underpinned by four behaviours: boldness, curiosity, accountability, and collaboration. In 2025 we were acquired by KKR, one of the world’s most successful private equity firms, and are on a journey of growth and impact.
Joining our team now is a unique opportunity - you will help to shape the next generation of post-trade, transform shared infrastructure into shared benefit, and accelerate your own career. Learn more at www.osttra.com.
Equal opportunity employer statement at OSTTRA:
We are committed to fostering a connected and engaged workplace where all colleagues have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasise fairness, transparency, and merit, ensuring that we attract and retain the best talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive and operate the infrastructure that the world’s post-trade financial system runs on.