Description
The Exchange Traded Instruments Content Service Team works directly with priority ETI clients as well as LSEG Customer Support to resolve content queries. The team operates 24*5 to support the ETI Content Production teams covering Global equity and derivative stock exchanges.
The role requires application of expert knowledge of ETI Content from a Customer (Financial Market, Product) and internal (Database(s), Workflow) perspective.
Key Responsibilities:
- Identify gaps and train team members to bridge them
- Ensure C2C standards are upheld and conduct audits
- Liaise with Content Analysts/Associate Content Analysts on complex queries
- Manage and take ownership of customer-related escalations
- Collaborate with the team on complex queries
- Monitor reports to avoid potential ERT and timeliness breaches
- Proactively identify content issues and escalate to stakeholders
- Provide project assistance within the group
- Liaise with other SMAs to seek efficiencies in work practices
- Research new and review existing sources to improve quality, timeliness, and completeness scores
- Train new and existing staff members
- Contribute to RCAs for the quality team
- Identify opportunities for simplification and automation of processes
Requirements:
- Educated to graduate level in Computer Science/Business/Economics/Finance
- 2+ years' experience within Refinitiv/LSEG or relevant industry experience
- Excellent PC skills and adept at managing content and technical issues
- In-depth understanding of ETI Content processes and procedures
- Broad understanding of ETI Content on products, GEDA/NDA database, and related internal workflows
- Excellent communication skills, oral and written
- Precision, thoroughness, stakeholder management skills
- Advanced Excel skills
- Excellent problem-solving skills
- Individual accountability and team ethic
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