Job Details

Client Services/Customer Support Analyst

Department overview

The IHS Markit Transaction Cost Analysis team provides independent research, trade analysis, and consulting services for multiple asset classes to the financial services community comprised of institutional asset managers and sell side broker dealers. The group provides trading analysis including actionable insights to the most challenging trade implementation questions: algorithmic trading performance, venue toxicity, and the impact of high frequency trading front-running to the client base.

Position summary

The TCA analyst will be responsible for acquiring an understanding of the IHS Markit TCA products; providing analysis and consulting to our clients; clearly articulating product features and benefits; and serving as the primary client service point of contact. Daily activities include data processing monitoring, generating client reports, researching client inquiries and educating clients.

Duties & accountabilities

• Client-facing role with overall accountability for client service levels. Identify opportunities and initiatives to improve client experience and retention levels
• Escalation point for clients within the region. Answer client data and technical queries on the product. Capture client requirements & provide feedback to product groups. Drive functional change to the core product to meet customer needs. Escalate issues to development teams as appropriate
• Enhance existing client relationships by providing training, general consultancy on implementation and data utilisation as well as other forms of client engagement
• Coordinate client technical integration and data delivery strategy
• Streamline support processes by creating/maintaining documentation

Business competencies

Education and experience

• Minimum of a BA/BS degree in Finance, Computer Science, Financial Engineering, Economics, or another analytically-oriented field
• Client relationship, onboarding & customer support experience mandatory
• 1+ years relevant experience in the financial services industry
• Strong analytical background
• Database experience, particularly the ability to extract data using SQL would be beneficial
• Working knowledge of Java and Tableau preferred

Commercial awareness

• Financial knowledge, including global equities, fixed income, FX and OTC derivatives knowledge, is desirable
• Understand of the investment landscape
• Knowledge of institutional trading is a plus
• Ability to effectively interface with clients and promote IHS Markit brand

Personal competencies

Personal impact

• The ideal candidate should be bright, dynamic with the enthusiasm to leverage their experience and knowledge to help deliver a premium client experience. They should have great attention to detail and first-class problem solving skills. A highly organised individual, with a strong work ethic, able to handle multiple tasks, to prioritise tasks and meet tight deadlines.

Communication

• Superior written and verbal communication skills
• Excellent interpersonal skills
• Clear communicator. Able to easily adapt communication style in different situations

Teamwork

• Highly motivated, disciplined, confident and a team player. The ability to adjust to shifting priorities is a must.

Equal Opportunity Employer:

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only:

The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.


Other details
Position Type - Permanent
Reference - 15475436
Sales & Marketing - n/a
Information Services - n/a
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