Job Summary

Grade Level (for internal use): 08.

This is an individual contributor role. This position provides an opportunity to work with client support to directly influence the client experience. We seek a highly competitive and dynamic candidate who can perform under pressure and work creatively and collaboratively to achieve individual and team-specific benchmarks. If you are someone, who admires a challenging environment & assignments and are determined to deliver the business goals then this role is for you.

What You'll Do (Key Responsibilities)

- Decipher client question and perform research to provide solution.
- Provide professional, timely and quality support to customer queries.
- Deliver on expected productivity and timeliness targets.
- Provide quality (accurate and defect free) response to the client questions (Doing right the first-time mindset).
- Red flag any area which can impact the BAU.
- Contribute towards process improvement through RCA.
- Contribute towards reducing client question through KB articles and identifying pattern of client questions.
- Take complete ownership of client question and liaise with multiple teams in order to resolve the client question
- Manage workflow of client questions independently.
- Proactively looking for areas to improve overall client experience.
- Proactively looking for procedure/ audit suggestions.
- Involve in Training, and Mentoring on processes and procedures
- Assist in ongoing projects, and in any UAT being conducted by adhering to timeliness, accuracy and excellence.
- Be the advocate of the voice of customer and report key insights/trends.
- Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.

How Impact Will Be Measured (Success Metrics)

- Maintain assigned KPIs.




- Collaborate with Ops and Steward to deliver high-quality root cause analysis (RCA) with clear and actionable insights.
- Demonstrate consistent anomaly detection volume, identifying meaningful patterns early.
- Show reduction in client-reported errors through improved data checks and issue prevention.
- Contribute to closure of process gaps and adoption of quality-by-design improvements that reduce recurring defects.

For This Role You'll Need to Have (Skills & Competencies)

- 4-5 years of experience in financial services/investment management
- Good oral and written communication skills.
- Client first focus and mindset
- Expert knowledge of company and security identifiers such as LEI, DUNs, ISIN, CUSIP, SEDOL etc.
- Knowledge of KYC/AML/Third Part Risk Management/Cross Referencing Products or collection knowhow
- Product knowledge of Factset/Capital IQ & Capital IQ Pro/Bloomberg will be desirable
- Vendor/Client/Product Interaction Exposure/Experience will be an added advantage
- Critical thinking and problem solving.
- Responsible tasking
- Proactive approach
- Professional agility
- Time Management
- Team Player
- Attention to detail
- Have excellent interpersonal skills, in order to effectively communicate client concerns and product related issues with all our departments.
- Flexible to adapt to various work environments.
- Adaptable to work in rotational night shifts
- Ability to work with multiple teams

Preferred Education & Experience

- Education - Graduate/postgraduate in finance/MBA
- Advance Proficiency of MS Excel
- Proficiency of SQL (Sequel)
- Sound knowledge of technical skills, such as SQL (Sequel)
- Knowledge of Power BI, Tableau will be an added advantage.
- Basic Knowledge of Lean concepts is desirable.

Key Interfaces & Interactions

- Data Research & Operations Team
- Product Teams
- Technology Teams
- Data Stewards

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