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.

Source: for more information click here.

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