Data Analyst

The Team: As a part of the newly formed Content Customer Success Team, this role centers around ensuring best in class, timely, and effective support to our customers, positively impacting our NPS scores. Your primary responsibility will be resolving customer concerns around our data collection/curation methodology achieving the core objectives of Accuracy, Timeliness and Comprehensiveness. This role will also give you a chance to be a part of strategic projects that will help in improving our NPS and overall client experience.

The Impact: If you think you have great ideas and an innate mindset towards driving best in class customer satisfaction, hop on! Aligned with our data strategy, we are bringing our core customer query processes, traditionally sitting under individual datasets, under one roof! There will be tremendous opportunity for you to gain cross dataset knowledge relating to F&S, Fundamentals & Market data, and be a role model when it comes to serving our customers.

What’s In It For You

• This position is an excellent steppingstone to understand client dynamism.
• Opportunity to work in close collaboration with Client support team, Data Management/Operations & Product Management.
• Opportunity to work in positive partnership with leaders of all levels and colleagues to drive results
• Opportunity to venture into the field of data analysis and explore the world of Automation and Artificial Intelligence/machine learning
  

Responsibilities

• Process KPI Maintenance for client queries ensuring TAT is met and quality responses are provided to the clients. Ensuring the key performance drivers of CQ timeliness and quality of responses are met consistently.
• Driving “client first” strategy ensuring team members are consistently sensitized on the value it drives
• Work with LEAN mindset & inculcating automation into the process
• Leveraging client support experience in mentoring teammates for process improvement initiatives
• Assisting client centric projects includes scoping the project, Problem Statement, implementation Roadmap, Communication ETAs, Monitoring progress.
• Effectively working with front line associates, timely unlocking of day-to-day hurdles w.r.t. data queries and resolutions. Stakeholder collaboration like Stewards group, Product team interaction etc.
• Working closely with Operations and Data Management group on resolving complex customer questions.
• Deliver on predefined individual and team targets including delivering outcomes with quality and excellence.
• Stay abreast of updated guidelines and policies
• Involvement in policy formation, data extraction through SQL, trend analysis and brainstorming on systematically clean bad data to deliver quality data to clients
• Project planning, execution and control i.e. end to end accountability
• Timely and clear communication to Management, Product team and clients about work in progress/ETAs and challenges
• Collaborate with other teams in department and global teams to achieve organizational goals and promote diversity
  

What We’re Looking For

• 1-3 years of experience in financial services
• Strong Content writing & Presentation skills (prior experience preferable)
• Client-First mindset
• Good Written and Verbal Communication
• Working knowledge of Advanced Excel & Hands on experience in developing and executing SQL Queries
• Well versed with secondary research & possesses an analytical mindset
• Ability to prioritize, multi-task and effective Time Utilization/Project Management skills
• Ability to interact with many levels and to face and deal with issues in a mature and professional manner
• Comfortable to work in rotational shifts, night shift and flexible hours
  

Preferred Qualifications

• Bachelors or Master’s in Business Management preferred
• Prior experience of handling client Escalations preferred
• Knowledge of Power BI, Tableau
  

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person. 

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), DTMGOP203 - Entry Professional (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)

Job ID: 274663

Posted On: 2023-03-20

Location: Ahmedabad, Gujarat, India