SENIOR MANAGER – CLIENT SUPPORT

Job Purpose

We are seeking an experienced Senior Manager, Client Support to join our Hyderabad team, having experience of more than 12+years. This is a hands-on leadership role spanning people development, shift operations, client escalation, and cross-functional product partnership across multiple IDS divisions.

The role is responsible for managing a team of specialists across multiple shifts, with the primary focus on Pricing and Reference Data and extending to Derivatives and Indices. The successful candidate will bring deep domain expertise and a proven track record in high-touch client support within financial markets, as well as strong internal engagement with senior management globally. They will act as a trusted escalation point, a cross-functional partner, and a strategic voice of the customer—driving both client satisfaction and internal product improvement.

Key Responsibilities

· Act as the primary escalation point for complex client issues, driving mission-critical escalations and ensuring timely resolution.

· Lead, hire, and develop a team of client support specialists across day and night shifts, ensuring seamless 24x5 coverage with weekend on-call support.

· Own shift scheduling, handoff protocols, and queue management to maintain SLA commitments during peak and off-hours.

· Mentor junior support team members, establishing best practices for issue diagnosis, documentation, and client communication.

· Independently own end-to-end resolution of technically sophisticated client inquiries, including root cause analysis across data,



connectivity, and application layers.

· Proactively identify patterns in client issues and collaborate with Product and Development teams to drive systemic improvements and reduce recurring incidents.

· Act as a strategic liaison between clients and internal stakeholders—including Sales, Relationship Management, Product, Development, and GA—championing client needs and influencing the product roadmap.

· Build and maintain deep, trusted relationships with key clients, functioning as a subject matter expert across IDS’s market data product suite.

· Contribute to the development of internal knowledge bases, runbooks, and client-facing documentation to improve team efficiency and client self-service capabilities.

· Participate in cross-regional initiatives and represent the client base in global support strategy discussions.

Knowledge and Experience

· Bachelor’s degree (BA/BSc) in Finance, Computer Science, Economics, or a related field is required.

· Advanced degree or relevant professional certifications (e.g., CFA Level I, FRM) are a plus.

· 12+ years of experience in a client-facing technical support, solutions engineering,



or market data operations role within the financial services industry.

· 3+ years of experience managing a support or operations team, including shift-based or 24x7 environments.

· Demonstrated expertise in financial market data, including Pricing, Reference Data, Derivatives, and/or Indices, with a thorough understanding of how this data is consumed across front-, middle-, and back-office functions.

· Solid technical proficiency, including the ability to independently troubleshoot complex data and connectivity issues.

· Exceptional communication skills in English (written and verbal), with the ability to engage credibly with both technical teams and senior client stakeholders.

· Proven ability to manage multiple high-priority issues simultaneously under pressure, with a strong sense of ownership and accountability.

· Experience collaborating cross-functionally with Product, Development, and Sales teams, with a track record of influencing outcomes beyond the immediate support function.

Preferred Knowledge and Experience

· Prior experience with IDS, Bloomberg, Refinitiv/LSEG, or comparable market data platforms.

· Familiarity with data delivery mechanisms such as FTP/SFTP, APIs, and feed-based distribution.

· Knowledge of financial instruments including fixed income, equities, derivatives, and structured products.

· Hands-on experience with Python scripting for data analysis or automation.

Pay: Up to ₹3,500,000.00 per year

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 SENIOR MANAGER – CLIENT SUPPORT (Hyderabad)
🏢 Purplenow
📍 Hyderabad