TP ICAP

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience

Title: Risk & Control Analyst Location: New York United States Full time job requisition id R5371 Job Description: Group Overview 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. The Group operates from more than 60 offices in 27 countries. We are 5,300 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 Front Office Risk & Control team provides a central hub for key business analysis that demonstrates governance and oversight for all business / functional areas within TP ICAP. Key tasks and projects include measuring policy adherence, recommending operational efficiency protocols as well as tracking and implementing solutions. The role of the Risk & Control Analyst is to review and document all internal processes and controls to ensure adequate oversight & compliance of corporate policy within the 1st Line of Defence. The individual will need to adopt a structured and investigative approach to their workload and be able to present all information in a clear, comprehensive manner, both verbal and written. The individual will primarily work alongside TP ICAP's Senior Management (Business & Infrastructure Heads) to identify and document any gaps/enhancements in the current control environment. The analyst ensures that as risk appetite changes applicable controls and metrics within each business / function remain adequate. This analyst will help support the Front Office Risk & Control mandate and as such is required to act as the critical partner to embed risk management practices in the 1st Line. The role will initially be involved in delivering the revised Front Office Risk Management Framework (FORM) and the Conduct Framework during the initial and post-delivery be responsible for ensuring the frameworks are followed throughout the business. Role Responsibilities - Support the controls management and assurance program to demonstrate oversight and management of key controls. Develop new & enhance existing tools to demonstrate Controls oversight within the 1st Line of Defence. - Leverage the risk management system to enhance the 1st Line of Defence MI to demonstrate effectiveness of Risk & Control responsibilities and objectives through dashboards, reporting & key operational risk management tools. The key responsibility is the identification of (through testing), tracking and monitoring of actions relevant to key control gaps and remediation. - Ownership & maintenance of a comprehensive control's library reflecting all key controls. Establish a standard process for the definition, assessment, and comparison of each control across TP-ICAP. - - Working with Compliance & Group/Regional Risk Management, manage the 1LOD responsibilities relevant to the Operational Risk Framework. - Planning, maintenance, and execution of the front office control attestation for respective coverage areas in accordance with policy. - Control execution for Front Office and/or Business Control-related activities. - Quality assurance & management of the loss event reporting in the 1st Line of Defence. - Support the change management process for respective front office coverage areas. - Maintenance and execution for respective first line control tests. - Provide oversight and reporting into any policy breaches and assist in managing the firm's Culture & Conduct agenda. - Policy compliance and testing. - Governance & Supervision - Random monthly personal account dealing review and matched principal oversight (via firm exposure). - Prepare necessary materials for Global Head of Front Office Risk & Controls to present at regional governance forms (i.e., lessons learned, trend analysis, change management initiatives, control analysis, metric reporting, scenario analysis, stress testing, etc.) - Assist Senior Managing Directors in trend analysis oversight (i.e., T&E, client activity, etc.) as needed. - Provide support to Senior Manging Directors to discharge applicable remote office and/or branch supervisory activities acting in a delegate capacity as needed (i.e., completion of checklist and visit to offices) - Change Management facilitation of new activities and initiatives. - Market Risk Monitoring & Escalation - Identify, investigate emerging risks - The individual is required to take initiative, managing all aspects of their objectives and projects through to completion. - The individual will also be required to promote the key message and mission statements of the Business Control objectives and promote an engaging, open, honest, and diverse work environment and team. Experience / Competencies Essential - The individual needs to be able to demonstrate relationship building skills, both internally and externally. - Able to lead, influence and negotiate with a team and/or senior management to drive change. Impact assessment skills paired with an analytical / agile mindset with the ability to aggregate information and report in a timely manner. - Collaborative, proactive, and responsive mind-set. - Strong personal organisational skills with the ability to deliver under pressure with tight deadlines accompanied by excellent written and oral communication skills with evidence of attention to detail. Desired - Experience with an Inter-Broker Dealer and/or Investment banking would be preferable with extensive product knowledge and experience of key processes e.g., knowledge of operational trade flows, Settlement and Clearing. - Experience within a control discipline e.g., Accounting / Finance / Operations/ Risk / Compliance / Audit. - Practical knowledge and skills in Microsoft Office - Word, Excel, PowerPoint, Outlook and, Visio. - Knowledge Risk Management Principles, Operations, and awareness of key Compliance concepts (Risk & Control Self Assessments (RCSAs), Risk Event reporting, Key Risk Indicators (KRIs), Key Control Indicators (KCIs), Scenario Analysis, Control Testing Framework, End-to-End Process & Controls reviews, and New Business governance. - Governance Risk & Compliance (GRC) systems. - Minimum 2 - 3 years' experience with Bachelor's Degree. Role Band & Level - Support, 3 Salary - $80,000 - $90,000 #LI-Hybrid #LI-ASO 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 USA - 200 Vesey Street - New York, NY

• Build, lead, and inspire a high-performing team of Design Consultants • Drive profitable revenue growth and client obsession • Manage district's budget and sales targets • Conduct high-impact interactions with your team • Lead weekly training sessions focused on sales techniques • Identify emerging client markets and create strategic plans

• The Installation Service Manager is responsible for the installation customer experience by leading contractor installation partners, ensuring jobs are managed effectively throughout the installation lifecycle. • Manages contractor relationships through effective communications, performance management, reporting/data analysis and regular partnership reviews. • Full responsibility for installation services in assigned territory including ensuring continuous coverage and support. • Ensure installation contractors are delivering an excellent customer experience. • Daily, weekly, monthly and quarterly reporting for visibility internally and to share with contractors for performance management. • Conduct quality control checks and audit processes to ensure high-quality work is performed in customer homes.

• Design, implement, and oversee comprehensive safety programs for the North America Shop at Home Business • Develop and manage safety programs tailored to unique risks associated with in-home sales, installation technicians, and warehouse operations • Ensure compliance with federal, state, and local safety regulations (OSHA, DOT, etc.) • Lead initiatives to reduce incidents, particularly focusing on slips, trips, and falls • Conduct incident investigations and implement corrective actions • Implement and enforce safety protocols within all warehouses • Develop and manage a comprehensive safe driving program for all field-based employees • Strategically reduce the cost of workers' compensation claims • Develop and deliver engaging safety training programs • Stay current with industry best practices and continuously improve existing safety programs

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience