Key Responsibilities
Relationship Management
• Proactively engage with all Strategic Vendors to develop their understanding and usage of the FTSE Russell products and services.
• Manage client on-boarding through in-depth face-to-face training, documentation and support.
• Create partnerships with clients and ensure that services are delivered according to need, and identify gaps and needs and work with clients to promote usage for licensed services.
• Proactively communicate product enhancements, new products and services and track their progress to show tangible results.
• Analyze complex issues and work with internal terms including operations and product management to ultimately resolve. Delegate less complex activity to client services associates or other resources.
• Document all client issues using common tools and dashboards.
• Promote transparency into client services delivered and client needs to senior management through the use of common dashboards and reports.
• Ensure FTSER indices are available on platforms to Assist Product Initiatives, ETF and sales opportunities
• Indexes Supported: Equity, Fixed Income, Alternative Weighted, Real Estate, Sustainable Investment, Infrastructure, Factors, Multi-asset, Resources, Governance and Policy, ETFs, CITs and derivatives
• Data Supported: Fundamental, Fixed Income Terms and Conditions, Corporate Actions, End of day pricing
Sales Support
• Support the on-boarding process for new vendor clients in conjunction with the different Sales teams.
This involves creating new accounts and permissioning all of the data the client is entitled to receive.
• Identify client training opportunities at the on-boarding stage and ongoing client support process.
• Support the sales managers within the assigned client segment with day to day queries including account guidance and clarification.
• Assist with the creation of materials for client meetings to assist with the service review and renewal process.
• Facilitate the onboarding of data and organize client meetings to discuss offerings to up/cross sell
• Strong focus on collaborative approach to drive end client revenue
Transfer of knowledge, Peer Development & Team Support:
• Fully participate in the training of existing and newly hired team members
• Influence a positive working environment within the Global Relationship Management team while supporting the Client Engagement Mission
Candidate Profile/Key Skills:
• Bachelors Degree or equivalent.
• Demonstrable experience gained within the Financial Services sector.
• Knowledge and understanding of Financial Markets and available products and services.
• Good Microsoft Office skills. Proficiency in Excel is essential.
• Ability to work to tight deadlines and in a fast moving environment.
• Excellent verbal and written communication skills.
• Capable of applying analytical and investigative thinking to complex client queries.
• Highly motivated and proactive.
• Ability to regularly re-prioritize own workload and delegate as required.
• A collaborative spirit, and the ability to work across departments and global offices.
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