This position is within the global Ownership and Profiles Service and Quality (OP S&Q;) team.
The Senior Content Analyst in S&Q; team is responsible for delivering support to clients globally 24×5. You will act as a point of contact in handling service requests, incidents, problems, escalations across OP product suite.
Role Responsibilities:
Responsible for the resolution of all customer issues through the Salesforce, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
Ensure that the highest levels of service are delivered to clients
Provide investigation and diagnosis, resolving at second-level contact whenever possible and keeping customers informed of progress
Assess the impact and urgency of cases and gather appropriate information for the request.
Work closely with the Ownership and Profiles operations teams to manage cases as well as client experience until closing of the case
Maintain accurate records of activity taken throughout the lifecycle of a case
Management of escalation,
ensuring high quality of feedback and service
Develop a good understanding and technical expertise across OP coverages
Resource for project work
Support the manager towards continuous improvement of team process and customer experience
Experience and Qualifications Required:
Must have high level comprehension skills
Well-developed analytical skills with the ability to problem solve and develop solutions.
OP knowledge is an advantage. Technical skills will be appreciated.
Able to adapt to changing needs and requirements of the business; resilient to changes.
Demonstrate solid organization, time management, and prioritization skills.
Must be flexible to work shifting schedule
Ability to work in a high-pressure environment in terms of volume and intensity of activity
London Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take