Associate/AVP, Markitwire Client Support

  • NA
  • Singapour, Singapore
  • CDI, Plein-temps
  • IHS Markit ..
  • 13 sept. 17

We are looking for self-driven individuals with great problem solving and analytical skills to fill an Associate/AVP position within the Client Services group. The successful candidate will be responsible for providing day-to-day customer support for all services supported within MarkitSERV’s suite of products. In addition the successful candidate will be required to build and manage regional client relationships in order to strengthen our regional presence and to ensure that we deliver a high quality service experience to our clients.

Duties & accountabilities
• Develop and Maintain Strong Client Relationships
• Monitor Client query queues and phone calls
• Manage case load to ensure all requests are captured and        resolved within the required timeframe
• Understand the various services available and how they are utilized by clients
• Act as an escalation point for issues across all MarkitSERV products and provide detailed analysis and feedback
• Make personal recommendations in relation to improved operational efficiencies, overall service quality, and cost efficiencies
• Provide feedback on any proposed service or process changes and support the implementation of change initiatives
• Proactively work with senior staff from other departments to ensure that the needs of Operations are understood and met
• Contribute to the development of new products and services based on customer feedback
• Leverage relationships to provide maximum opportunity to cross-sell new products & services
• Ensure priority clients in Japan enjoy a pro-active approach to their needs by leveraging all available inputs and metrics
• Provide coverage for teammates when they are out of office
• Understand and communicate the business and regulatory drivers behind usage of our products


Business Competencies
Education and experience • University graduate preferred • Minimum 2 years financial services experience or an equivalent combination of education and experience from which comparable knowledge can be acquired

• Previous experience working with software systems and technology is preferable

• Advanced Excel skills is a plus

Management requirements
• Liaise with global partners to ensure effective and seamless delivery of process


Personal competencies
Personal impact
• Client Focused. Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients

• High level of accuracy and problem solving skills • Flexible and able to adapt to change

• Highly motivated and able to work independently and in a large team


Communication
• Excellent written and verbal communication skills
• Strong interpersonal and influencing skills
• Ability to manage client relationships
• Native Japanese speaker or Japanese-Language Proficiency Test Level 1 or 2


Teamwork
• Proven ability to work individually and in a team environment
• Strong team player comfortable working at all levels of the business • Ability to work effectively in a very fast paced environment