Secondment Associate Content Specialist

Proud to share LSEG in the India is Great Place to Work certified (Jun '25 - Jun '26). Learn more about life and purpose of our company directly from India colleagues' video: Bengaluru, India | Where We Work | LSEG The ETI CST handles client queries related to Exchange Traded Instruments content, including Equities, Futures, Options, Spreads, Warrants, Indices, and ETFs. Operating 24x5 across three shifts, the team ensures timely support for client inquiries, incident resolution, and critical issue management. This role demands deep expertise in ETI content to effectively address client issues and deliver exceptional service. Key Responsibilities Client Case Management: Handle client queries, incidents, business-critical issues, white glove, and hyper-care client cases with a focus on consistent service excellence. Team Support: Assist CST team members in resolving complex queries and provide guidance as needed. Training & Knowledge Sharing: Onboard new team members by training them on ETI CST processes and sharing ETI content knowledge. Partner with internal teams (Content Operations, Customer Support, CIRE, CSM, etc.) to enhance processes and improve customer satisfaction. Incident Communication: Provide timely and accurate updates on major incidents to relevant clients. Feedback Loop: Relay customer feedback to internal teams to drive continuous improvement in service delivery. Client Engagement: Lead client calls, TRT sessions, gather-ups, and MTM discussions to expedite issue resolution. Process Optimization: Contribute to process improvement initiatives and automation efforts. Quality Assurance: Maintain strong understanding of C2C standards, SBR, QBR; conduct regular audits to identify and address gaps. Ownership & Accountability: Take full ownership of resolution processes for high-priority clients. Performance Monitoring: Track service cloud reports to prevent delays and support the team in meeting key performance metrics. Trend Analysis & Training: Identify recurring issues, develop training plans, and ensure team readiness for independent case resolution. Shift Flexibility: Willingness to work in rotational shifts is essential. Required Skills Minimum 3 years of SCA experience within Refinitiv/LSEG or relevant industry. Strong understanding of ETI content processes and workflows. Working knowledge of ETI products, GEDA/NDA databases, and internal systems. Excellent time management and ability to perform under pressure. Strong communication skills-both verbal and written-with a customer-centric approach. High attention to detail. Proficiency in Excel. Strong problem-solving capabilities. Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence . Colleagues can get involved through fundraising and volunteering. 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