Description
Fundamentals is one of the key verticals within Financial Content Operations, responsible for providing historical financial information to clients on companies across the globe.
Role Responsibilities & Key Accountabilities:
- Guide Service teams to deliver exceptional Customer experience to internal and external clients.
- Resolve cases in a timely manner with no overdue and outstanding cases.
- Engage in Incident Management related to fundamentals and partner with cross-content teams.
- Analyze cases, identify root causes, and take preventive actions.
- Mentor, train, and develop staff across all locations within fundamentals.
- Partner with operations Managers, S&Q Leads, and content Specialist function to understand client-related enhancements/Projects.
- Partner with service and quality teams for DCC reduction as per SLA.
- Inspire teams to meet customer requirements and improve quality standards.
- Communicate effectively with other teams globally.
- Guide teams to handle customer concerns/issues according to company policy.
- Engage with CSM's, Account Managers, ASE's, etc.
- Run reports – Search & Explanation, DCC Reports, Outstanding Cases.
- Send regular reports to partners on DCC, Outstanding Cases, and Service Dashboard.
Technical/Professional Skills & Competencies:
- Bachelor's degree or equivalent experience in finance/accounting/economics/mathematics/statistics.
- Fundamentals content knowledge is a must.
- Talent for customer service and leadership with high standards of Customer service.
- Sophisticated knowledge of databases, related markets, data flows, and definitional practices.
- Interpersonal and communication skills.
- Service cloud and technical skills such as Power BI, Advanced Excel, SQL are added advantages.
- Extensive experience using Python, Power Apps, SQL.
- Strong proficiency in using tools and libraries such as Scikit-learn, NumPy, pandas, and Jupyter.
- Strong relational database skills.
- Strong understanding of statistics and statistical language such as R.
- Ability to handle large quantities of data.
- Compose dashboards, visualizations, POCs, and analytics pipelines.
- Communicate insights through data storytelling.
- Strong written, communication, and presentation skills.
- Certified (or attempting) as a Lean / Six Sigma green/black belt with practical experience in Lean Project Management.
- Project management or/and Process optimization experiences.