EMEA Head of Client Fulfilment - Services and Onboarding

EMEA Head of Client Fulfilment - Services and Onboarding

The Client Fulfilment team is an integral part of Macquarie’s Commodities and Global Markets division, dedicated to delivering outstanding service to a wide range of clients across the EMEA region. Our team’s purpose is to ensure every client benefits from seamless onboarding, account management and ongoing support, whether they are trading commodities, engaging in fixed income and currencies, futures, or asset finance.

We proactively partner with colleagues across the business to uphold high standards of service, operational excellence and regulatory compliance.

Our team is recognised for its ability to help clients navigate complex regulatory requirements and business needs with clarity, agility and responsiveness. As part of Commodities and Global Markets, we play a vital role in building and maintaining trusted client relationships, collaborating with stakeholders in compliance, risk management and other specialist areas to ensure our processes are robust, efficient and always client-focused.

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone – no matter what role – contributes ideas and drives outcomes.

In this role, you will take ownership of frontline service delivery for Macquarie’s Commodities and Global Markets business throughout the EMEA region. You will be responsible for the end-to-end management of client services, including onboarding new clients, conducting ongoing due diligence and regulatory checks, opening and maintaining client accounts, handling remediation and exits, and ensuring all service experiences are of the highest quality.

Your goal will be to create positive and consistent client interactions, characterised by clarity, responsiveness and agility.

You will work closely with regional financial crime and regulatory compliance leaders to ensure clear policies and operational procedures are in place, supporting prompt resolution of issues and driving continuous improvement in client risk management. In addition, you will provide direct support to the Global Head of Client Fulfilment, contributing to the effective discharge of governance and service standards across all EMEA entities.

You will maintain oversight of the EMEA Client Service team, including teams based in remote service centres, ensuring operational control, consistency and best practice across locations.

• Extensive experience and understanding of commodities trading, financing, or financial markets client business, enabling you to anticipate and address client needs effectively
• Ability to recognise and adapt to the differing requirements of public and private companies, funds, and financial institutions, ensuring tailored service delivery
• Direct experience operating in trading floor environments is advantageous, providing insight into client expectations and the pace of business
• Excellent stakeholder communication skills, with the ability to build and maintain trusted relationships across a diverse client base and internal teams
• Demonstrated success in managing and developing multi-disciplinary teams, with a focus on delivering high-quality service to demanding clients
• Highly organised, detail-oriented and hands‑on approach, with the ability to translate complex details into clear actions and guidance for stakeholders and teams
• Strong understanding of financial crime and regulatory compliance, particularly as it relates to client lifecycle services, due diligence and associated controls
• Experience working within regulated markets, delivering outcomes that balance commercial objectives, risk management and operational efficiency
• Legal or risk background is advantageous, supporting your ability to navigate regulatory requirements and contribute to continuous improvement in client service and risk management

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