LSEG (London Stock Exchange Group)

Senior Specialist – Customer Support

LSEG (London Stock Exchange Group)

full-time

Posted on:

Location Type: Office

Location: Taguig City • 🇵🇭 Philippines

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Job Level

Senior

Tech Stack

GoPython

About the role

  • Work directly with clients to provide additional information, updates, and resolution to issues.
  • Build and maintain collaboration groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner
  • Handle end to end customer experience by handling expert level request and questions of clients.
  • Advocate for clients’ needs by acting as a liaison between the client and Support, Sales, and Product Management
  • Assist in pre-sales and retention initiatives via A2E (Access to Expert) program
  • Proactively maintain a high level of knowledge about the specialist product area(s) and market(s) through self-study, research, analysis and certifications.
  • Support and cultivate knowledge development for Investment and Wealth Management products and market segments
  • Equip self and ensure to participate in Operational Readiness activities for 2024 Business Proposition roadmap and Go To Markets (i.e. new product offerings, enhancements and changes)
  • Lead and drive initiatives to enable Knowledge Management i.e. QAS usage, Wright Right, accurate/quality resolution writing
  • Conduct analysis and contribute insights based on findings, taking the lead to enable Operational Excellence (i.e. process, knowledge, volume reduction, time to resolve reduction, NPS etc.)
  • Facilitate and/or define a training plan /upskilling/mentoring to junior staff (GG7-10) through learning initiatives/programs/onboarding

Requirements

  • Displaying good understanding of financial markets and in any of following Asset Classes: Commodities, Equities, FX, MM, FI, Estimates, Fundamentals, Economics among others
  • Strong interpersonal skills (verbal and written)
  • Excellent multi-tasking and interpersonal skills to lead outstanding issues until resolution.
  • Strong follow-up skills, and a track record for influencing people outside of your span of control
  • Analytical, organized, detail oriented, and focused.
  • Shown quick learners, self-motivated, and tried logical reasoning skills
  • Proficiency in LSEG Excel add-in (crafting/editing formulas, Adfin functions understanding will be an asset).
  • Displays excellent product i.e. Workspace/Eikon skills and the ability to address how-to/functionality queries
  • Knowledge and familiarity on Investment and Wealth Management product capabilities i.e Datastream, Portfolio, Combined Alpha Model, Combined Credit Risk among others
  • An ability to efficiently work within a team and to collaborate is required.
  • Confident in delivering presentations and web conferencing (such as BOMGAR and MS Teams)
  • Ability to present recommendations and insights through data gathering and presentation using e.g. PowerBI and/or other tools.
  • University qualified in a field relating to the financial markets, the finance sector or business.
  • Recognized external qualifications such as CFA (at least level I), ICMA, CAIA, FINRA or FSA will be a strong asset
  • At least 3 years work experience in customer service or finance industry.
  • Experience in supporting Real-time and embargoed content / Trading Workflows / Datastream / Portfolio is preferred
  • Strong understanding of Operational Center industry practices, measurement, drivers and performance improvement strategies, global financial services industry as well as financial applications, data and analytics
  • Proficient in English, able to use English as working language with internal teams and customers
  • Familiarity in using Python, API is a plus
Benefits
  • healthcare
  • retirement planning
  • paid volunteering days
  • wellbeing initiatives

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
LSEG Excel add-inDatastreamPortfolioCombined Alpha ModelCombined Credit RiskPowerBIPythonAPITrading Workflowsfinancial analysis
Soft skills
interpersonal skillsmulti-taskinganalytical skillsorganizational skillsdetail orientedself-motivatedlogical reasoningpresentation skillscollaborationinfluencing skills
Certifications
CFA Level IICMACAIAFINRAFSA