Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services).
The Customer Support Analyst will work on a customer helpdesk supporting users at tier 1 banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work with the data centre staff, as Regulatory Reporting is a hosted solution.
Key responsibilities of the role:
- As a Regulatory Reporting client services team member, respond efficiently to customer queries and undertake Tier 1 investigation of tickets in accordance with SLAs. Tickets are handled via the Customer Portal which is hosted in Salesforce.
- Escalate to relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress
- Be or become highly knowledgeable in the relevant business domains and regulations our clients utilise
- Build relationships with key clients, understanding their needs and taking ownership of any issues they raise and escalate
- Facilitate monthly meetings with key clients, managing any issues they raise through working with internal stakeholders
- Utilise tolling and MI to produce client insight reports to be included in client and internal meetings
- Recommend product improvements based on client feedback
- Provide ad hoc training to clients where needed on all PTRR solutions thereby reducing the number of queries raised related to functionality
- Send service notifications and broadcast communications to users
- Collaborate well with all other internal teams responsible for the business solutions supported by the team - development, QA, professional services, solutions
- Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service for our valued clients
- Internal infrastructure administration - helping to administer the team's case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.
- Assist in keeping internal documentation and key processes up to date and relevant.
Experience and skills required:
- Some client services experience or similar client-facing role
- Service-oriented approach, good customer-facing telephone/email capabilities
- Excellent communication and collaboration skills
- Advanced knowledge of SQL (specific SQL Server experience is best)
- Basic understanding of networking including FTP/SFTP.
- Previous experience with JIRA/Confluence/Service Now
- Proficient in English language - reading, speaking, listening, writing
- Strong analytical skills
Nice to have:
- Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.
- Regulation, MiFIR / EMIR
- Experience of facilitating client meetings
We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are a forward thinker and problem solver, this is the place to be as will be supporting you to fast forward your career.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership
,
Excellence
and
Change
underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
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