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LSEG Client Service Associate in London, United Kingdom

Client Service Associate, FTSE Russell

Role Profile

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.

Key Responsibilities

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.

Communication

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.

Sales Support

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

Bachelors Degree

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).

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.

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