Client Experience Operations

2 months ago

Mumbai, India S&P Global Full time

**Segment**: S&P Dow Jones Indices Client Experience

**Role**: Client Experience Operations Representative

Team
The team strives to provide the highest level of service to index clients with the goal of improving the client experience while maintaining adherence to S&P DJI’s core values, policies, and procedures. The team supports both global and regional clients including but not limited to Asset Managers, Endowments and Foundations, ETF product providers, Investment Management Consultants, Insurance companies, Investment Banks, and Pension Funds.

Impact

Core Responsibilities
Answer inquiries from clients regarding data dissemination including content, file formats, and timing.
Respond to requests regarding index corporate action treatments and index methodologies in a timely manner and in compliance with all applicable laws, regulations, and industry standards.
Compile data requests for clients.
Perform outreach and coordinate with clients on transitions to new files, file formats, etc.
Proactively identify instances where a client call would add value and coordinate, as needed, with internal stakeholders.
Schedule periodic calls and outreach for strategic clients.
Develop into a Subject Matter Expert (SME) on S&P DJI’s index products and services including Equity, Fixed Income, ESG, Commodities, Multi-Asset, Strategy, and Digital Asset Indices.
Ensure clients are knowledgeable on the data services (file delivery, file format, SLAs) and resources (file specifications, platform user guides) available to them.
Play a key role in the launch of new indices and provide onboarding services to educate new clients on S&P DJI’s services and resources.
Identify appropriate opportunities to draft and disseminate client communications in line with compliance and standardization guidelines.
Ensure client communications and incidents are logged in Salesforce to be used in incident and inquiry trend analysis.
Review incidents with Management and Index Managers help identify opportunities for improvement in processes, services, and support that will enhance the client experience.
Identify opportunities to streamline workflows and processes to improve operational efficiencies.
Lead and coordinate efforts for ad-hoc projects and company initiatives as needed.

Competencies, Education, & Experience
Must be a bright and enthusiastic self-starter who can liaise with SMEs as needed to resolve client inquiries efficiently and successfully.
Advanced analytical capabilities and problem-solving skills required to ensure proper identification of a client’s core question and appropriately respond with solutions where applicable.
Superior written and verbal communication skills needed; must be able to communicate complex concepts simply.
Proficiency in Microsoft Office and Excel is essential. Must have the ability to demonstrate use of Excel functionality such as vlookup and pivot tables.
1-3 years of experience working with financial data across various asset classes (equity, fixed income, alternatives) index related data preferred. Client relationship/support experience preferred.
Bachelor’s Degree in business, economics, or finance required.

S&P Dow Jones Indices

At S&P Dow Jones Indices, our role can be described in one word: essential. We’re the largest global resource for index-based concepts, data and research, and home to iconic financial market indicators, such as the S&P 500® and the Dow Jones Industrial Average®. More assets are invested in products based upon our indices than any other index provider in the world; with over 1,000,000 indices, S&P Dow Jones Indices defines the way people measure and trade the markets. We provide essential intelligence that helps investors identify and capitalize on global opportunities.
------------------------------------------------------
- Equal Opportunity Employer
------------------------------------------------------- 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)

**Job ID**: 286415

**Posted On**: 2023-05-18

**Location**: Mumbai, Maharashtra, India

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