Job Purpose:
- The role, based in Singapore, will provide direct support for client technical and data queries, on-boarding and new client implementations, covering Markit Indices, including Markit iBoxx
- The responsibilities of this role will encompass external client liaisons and involvement with internal data, technical and sales teams
- The position will be for someone with an understanding of fixed income instruments and index franchises
- The candidate must be client focused as well as being technically literate
- Excellent communication and presentation skills are required, along with the confidence to visit clients if necessary.
Your Responsibilities:
- Client-facing role with overall accountability for client service levels
- Escalation point for clients within the region
- Manage the client services team of two located in Singapore
- Answer client data and technical queries on the product, including queries on data extraction and implementation whilst also providing support for internal analyst teams
- Troubleshoot supported applications and act as a data and technical coordinator for complex issues, whilst acting as business facilitator for clients
- Escalate issues to 3rd and 4th level support and development teams as appropriate
- Identify opportunities and initiatives to improve client experience and retention levels
- Capture client requirements & provide feedback to product groups. Drive functional change to the core product to meet customer needs.
- Liaise with internal development teams and product groups on bug fixes and enhancements
- Enhance existing client relationships by providing training, general consultancy on implementation and data utilisation as well as other forms of client engagement
- Track requests for new data, coordinate these with the data production team, permission confirmed licensed data on subscriber account feeds.
- Coordinate with external data providers on behalf of clients, to manage account licensing, reporting and permissioning request process.
- Identifying sales leads within an account and feedback to sales team
- Coordinate client technical integration and data delivery strategy
- Streamline support processes by creating/maintaining documentation.
Skills and Qualifications:
Education and experience
- Candidate to be degree educated
- Client relationship, onboarding & customer support experience mandatory
- Solid Excel skills
- Database experience, particularly the ability to extract data using SQL would be beneficial
- Salesforce experience would be beneficial
- Additional language skill such as Korean or Japanese would be beneficial
- 5+ years relevant experience in the financial services industry
Commercial awareness
- Financial knowledge, in particular fixed income knowledge, is desirable
Management requirements
- 1+ years’ management experience is mandatory
- Credibility to influence at a senior level and previous leadership experience is a must
Personal impact
- The ideal candidate should be bright, dynamic with the enthusiasm to leverage their experience and knowledge to help deliver a premium client experience
- They should have great attention to detail and first-class problem solving skills
- A highly organised individual, with a strong work ethic, able to handle multiple tasks, to prioritise tasks and meet tight deadlines
Communication
- Superior written and verbal communication skills
- Excellent interpersonal skills
- Clear communicator
- Able to easily adapt communication style in different situations
Teamwork
- Highly motivated, disciplined, confident and a team player
- The ability to adjust to shifting priorities is a must.
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