LSEG Client Service Associate in London, United Kingdom
Client Service Associate, FTSE Russell
The Client Service Associate is a critical role within the FTSE Russell division of the London Stock Exchange Group. The global team is the first point of contact for all FTSE Russell enquiries across the range of data produced on a real-time and end of day basis. This encompasses the thousands of indices calculated on a daily basis, from global benchmarks to the primary domestic indicators, from equities to fixed income, Developed markets to Frontier, and a growing range of thematic and alternative weighted indices.
The role is reporting to the Client Service Manager, Global Client Engagement.
The Client Services Function
Liaising with clients and vendor partners directly to help understand and resolve their queries, taking ownership of the queries, and ensuring that they are co-ordinated among departments, escalated as necessary, and dealt with in conjunction with SLAs and expectations.
Clear ongoing management of outstanding requests to ensure the required level of visibility.
Build close working relationships with the FTSE Russell vendors to ensure they are receiving the best possible service and fully understand how to use the services available to them.
Work closely alongside the Global Client Service and Relationship Management teams located in London, Milan, New York, Hong Kong, Toronto, San Francisco, Fort Mill and Seattle to continuously strive to improve the service we provide to clients.
Project Management & Reporting
Assist with the regular reporting requirements which are necessitated by an internal business requirement i.e. Sales/Business Development. Work with these teams to understand and deliver their necessary reporting.
Regular external reporting on a weekly, monthly and quarterly basis. This is in line with the Global reporting standards across all teams.
Assist with projects to manage FTSE Russell content on Vendor platforms.
Assist with the dissemination of information regarding new products and services and enhancements to FTSE’s clients. Work with clients to ensure they understand the impact and have all the information they require.
Draft and send communications in relation to service disruptions. This takes the form of product delays, reissues and real-time service incidents. Work closely with relevant teams and adhere to tight deadlines.
Support communication plans and initiatives for EMEA which will complement the Global model.
Capture the most updated client’s information to ensure effective communication.
Support the on-boarding process for new clients in conjunction with the different Sales teams. This involves creating new accounts, welcome packs and permissioning all of the data the client is entitled to receive on vendor platforms as applicable
Support the Sales team based in EMEA with new and existing FTSE clients. This will involve assisting with day to day queries, product support and client interaction in the form of regular service review meetings and training.
Candidate Profile / Key Skills
Minimum of 2 years experience gained within the Financial Services sector.
Knowledge and understanding of Financial Markets and available products and services including working with 3rd parties and vendors
Strong 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.
Highly organized with a strong focus on attention to detail.
Be able to operate independently and as part of a global team across different time zones.
Handle difficult situations with tact and understanding. Understand the client’s challenges and endeavour to work with them to resolve.
Fluent English (written and oral).
About London Stock Exchange Group
London Stock Exchange Group (LSEG) is a diversified international exchange Group that sits at the heart of the world's financial community. The Group can trace its history back to 1801.
The Group operates a broad range of international equity, bond and derivatives markets, including London Stock Exchange; Borsa Italiana; MTS, Europe's leading fixed income market; and the Pan-European equities and derivatives platform, Turquoise. Through its markets, the Group offers international business, and investors, unrivalled access to Europe's capital markets.
Post trade and risk management services are a significant and growing part of the Group’s business operations. LSEG operates CC&G, the Rome headquartered CCP and Monte Titoli, the significant European settlement business, selected as a first wave T2S participant. The Group is also a majority owner of leading multi-asset global CCP, LCH.Clearnet.
The Group offers its customers an extensive range of real-time and reference data products, including Sedol, Unavista, Proquote and RNS, as well as access to over 200,000 international equity, bond and alternative asset class indices, through LSEG’s world leading index provider, FTSE.
London Stock Exchange Group is also a leading developer of high performance trading platforms and capital markets software. In addition to the Group’s own markets, over 30 other organisations and exchanges around the world use the Group’s MillenniumIT trading, surveillance and post trade technology.
Headquartered in London, United Kingdom with significant operations in Italy, France, North America and Sri Lanka, the Group employs approximately 2,800 people.
People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.
We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.
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