Data Analyst
S&P Global
Hyderabad, Telangana, India
About the Role: The Team: The S&P Global Market Intelligence Content Customer Service Team (CCS) is committed to delivering exceptional and timely customer support across various teams, resulting in improved NPS scores. This proactive team addresses customer concerns related to data collection and curation methods, aligning with Accuracy, Timeliness, and Comprehensiveness goals. Within the cluster, the team offers client support for Private Equity, Investment Management, Public Ownership, and Transactions verticals. The Impact: Your role entails addressing client inquiries within Public Ownership and Investor Activism dataset, comprehending their needs, and delivering optimal solutions. You will be working closely and collaborating with Level-I client support, data operations, data management, and product management to provide superior customer experience. If you possess innovative ideas and a strong inclination towards achieving top-notch customer satisfaction, we invite you to join us. Aligned with our data strategy, we are bringing our core customer query processes, traditionally sitting under individual datasets, under one roof! What’s in it for you: This position provides an opportunity to work with client support to directly influence the client experience. We seek a highly competitive and dynamic candidate who can perform under pressure and work creatively and collaboratively to achieve individual and team-specific benchmarks. If you are someone, who admires a challenging environment & assignments and are determined to deliver the business goals then this role is for you. Responsibilities: Decipher client question and perform research to provide solution. Provide professional, timely and quality support to customer queries. Deliver on expected productivity and timeliness targets. Provide quality (accurate and defect free) response to the client questions (Doing right the first-time mindset). Red flag any area which can impact the BAU. Contribute towards process improvement through RCA. Contribute towards reducing client question through KB articles and identifying pattern of client questions. Take complete ownership of client question and liaise with multiple teams in order to resolve the client question Manage workflow of client questions independently. Proactively looking for areas to improve overall client experience. Proactively looking for procedure/ audit suggestions. Involve in Training, and Mentoring on processes and procedures Assist in on-going projects, and in any UAT being conducted by adhering to timeliness, accuracy and excellence. Be the advocate of the voice of customer and report key insights/trends. Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing. What we are looking for: Experience in public ownership person/company linking Good oral and written communication skills. Client first focus and mindset Demonstrated expertise in any of the datasets within public ownership person/company linking as a Subject Matter Expert Product knowledge of Capital IQ & Capital IQ Pro. Critical thinking and problem solving. Responsible tasking. Proactive approach. Professional agility. Time Management. Team Player. Attention to detail. Have excellent interpersonal skills, in order to effectively communicate client concerns and product related issues with all our departments. Flexible to adapt to various work environments. Ability to work with multiple teams. Basic Qualifications: Education – Graduate/postgraduate in finance/MBA Advance Proficiency of MS Excel Possessing expertise in a minimum of one technical skill, such as Power BI, SQL, Tableau, etc. Demonstrated track record of effectively utilizing this skill for tasks such as reporting or analysis.
