The Client Service Supervisor 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 Client Services Function
Overseeing the Client Service Associate’s on a day to day basis, delegating work across the team and taking the lead on escalation when required.
Assisting the Client Service Associate’s when 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.
Responsible for overseeing outstanding requests to ensure the required level of visibility. Escalating to the regional teams in Hong Kong / Tokyo and the Head of EMEA and Asia Client Services.
Promote cross team working across the Global Client Service team 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.
Day to Day Team Oversight
Coordinating the team in terms of day to day workload and ensuring effectively managed.
Regular 1 : 1’s with the team to provide feedback, assign projects and initiatives.
Lead regular team meetings locally with the team and with the regional Client Service teams in Hong Kong and Tokyo.
Project Management & Reporting
Coordinate and delegate 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.
Manage the external reporting on a weekly, monthly and quarterly basis. This is in line with the Global reporting standards across all teams.
Take the lead on assigned projects to manage FTSE Russell content on Vendor platforms.
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.
Oversight of all 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. Take the lead on major incidents and develop close working relationships with the key teams who handle such events.
Support and propose new communication plans and initiatives for Asia Pacific which will complement the Global model.
Capture the most updated client’s information to ensure effective communication.
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 Asia Pacific 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.
Minimum of 5 years experience gained within the Financial Services sector.
Experience in a team lead / supervisory role for a minimum of 2 years.
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.
Ability to work effectively with a remote manager.
Fluent English (written and oral). Desired but not essential Cantonese, Korean or Japanese language skills.
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture.
We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers.
We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.