Client Service Team Leader (Manila) recruitment
Client Service First Line Team Leader Managed Service Practice Lead
ABOUT MSCI Inc. (www.msci.com)
MSCI Inc. is a leading provider of investment decision support tools to investors globally, including asset managers, banks, hedge funds and pension funds. MSCI products and services include indices, portfolio risk and performance analytics, and governance tools.
The company’s flagship product offerings are: the MSCI indices which include over 120,000 daily indices covering more than 70 countries; Barra portfolio risk and performance analytics covering global equity and fixed income markets; RiskMetrics market and credit risk analytics; ISS out-sourced proxy research, voting and vote reporting services; CFRA forensic accounting risk research, legal/regulatory risk assessment, and due-diligence; and FEA valuation models and risk management software for the energy and commodities markets. MSCI is headquartered in New York, with research and commercial offices around the world.
For further information on MSCI, please visit our web site at www.msci.com
POSITION OVERVIEW:
The MSCI Barra Global Client Service team is composed of experienced financial professionals that provide first tier support for our clients around the world. Currently, the Global Client Service group is present in the following locations: San Francisco, New York, Monterrey, London, Budapest, Mumbai, Shanghai, Singapore, Sydney and Tokyo. We are currently building a team in Manila.
Team members are responsible for directly responding to a wide variety of methodology, usage, interpretational and technical questions on MSCI Barra benchmark, risk and performance analytics products.
A Client Services First Line Team Leader and Managed Services Practice Lead works as part of our high profile and dynamic Global Client Service team. This work is done remotely from Manila.
RESPONSIBLITIES:
To support RiskMetrics Managed Services for the European shift.
Team Management
- Manage a team of 3-6 client service first line analysts, all based in Manila, for the shift
- The client service first line analyst team supports MSCI Barra benchmark, managed service, RiskMetrics, as well as Barra product lines
- Follow and contribute to global Client Service best practices
- Establish processes and continuous improvement
- Establish quality standard, measurement KPIs, and continuous improvement
- Daily managerial/supervising responsibilities
- Annual performance review: goal settings, coaching, mentoring, and review
Provision of Managed Service support, including:
- Coordinate with internal groups regarding system issues and delays, in order to co-ordinate client processes and notifications
- Own and resolve escalated Managed Services issues
- Liaison/Training with backup teams in other geographical locations to provide continuity of service in the event of local issues
Relationship management
- Liaising with engineering and Product Management groups to feedback trends, problems and development needs identified from these relationships
- Partnering sales, consultants, and other service team members to ensure a seamless, world class service throughout the entire customer life cycle
DESIRED EXPERIENCE AND QUALIFICATIONS:
5-7 years’ relevant working experience with a bachelor degree of 3-5 years relevant working experience with a master degree
Team Management
- Past managerial responsibility in leading a small team, ideally in a client facing setting
Technical
- Past experience with either Unix or Linux
- Past experience supporting clients on hosted web solutions and troubleshooting
- Advanced Windows 2000/XP/2003/Vista/2008 in a network environment
- Strong aptitude to learn new technologies and practices quickly
- Good scripting and batching languages, to include at least one of Perl, VBA, WSH/vbScript
Customer Management
- Experience in a consulting or client facing environment providing customer support, integration, and implementation services
- Strong servicing mindset
- Past experience serving external financial institute clients is required
Excellent problem solving ability
Demonstrates initiative and is self starting, motivated and committed
Relevant degree (Finance, Financial Engineering, Math, Computer Science, IT, Business)
Good understanding of Financial Instruments and Markets
Excellent verbal and written communication skills in English, via email and phone
Desired: either completed or studying a Finance related professional qualification e.g. CFA, FRM
APPLICATION METHOD:
Contact Cheryl Deng (cheryl.deng@msci.com) for a confidential discussion.