Senior Analyst Client Services Support (Derivatives)

Job Details

Designation: Senior Analyst – Client Services Support | Full-time (FT)

Location: Mumbai – Maharashtra – India

Shift Timing: 24-hour support team. Monday to Friday. Should be comfortable to work on rotational shift (APAC, EMEA, , NAM, Night shift)

Minimum Academic Qualifications: Graduation (B.Com./BBA/BBM/BCA) / Post Graduation (CA/M.Com./MBA/MCA/PGDM)

Key Skills: Problem-solving abilities, excellent communication, teamwork, pro-active, street smart

Experience Span:

2 to 4 years of experience in executing operations or providing client services support in the Exchange traded derivatives space or financial markets domain.

Financial Products Knowhow: Derivatives

Role and Responsibility:

As part of our client services support team, you will be responding to client queries via email on products used in the exchange traded derivatives space; ensure that client queries have been managed withing the given SLAs; improve processes and controls that build capacity and scale. Your role will be to execute process functions and liaise with clients to improve customer satisfaction. Supporting managers in handling daily issues. You will also be responsible for meeting KPI's and SLA's which are defined in the process.

• Understand client queries and requirements, investigate issues and solve problems
• Provide solutions-oriented responses via email
• Interact with clients to solve their queries withing the given SLAs – Email
• Optimize processes, improve processes and review quality
• Independently handle clients – establish self as a valued partner
• Create daily reports providing volume details along with analytics
• Interact with internal stakeholders
• Co-ordination with team working in different shifts and efficient handover of action items
• Build domain expertise

Basic Requirements:

• Should have good knowledge of Financial Markets, Derivatives, and markets Definitions
• Should have hands on experience on Excel (Basic as well as Advance)
• Willingness to continuously learn, upgrade skills and stay relevant to business demands
• Should be able to work with teams across time-zones and cultures
• Should be organized, detail oriented, flexible, self-starter & highly motivated
• Should be able to act fast and decisively when dealing with critical situations – ability to read situations and act in minutes
• Should be excellent multi-tasking, creative problem solving and a good team player