Team Manager – Client Success Team

  • Full Time
  • Makati

ISS | Institutional Shareholder Services


Market Intelligence (MI) provides critical data and insight to global asset managers, insurance companies and distributors to help them make informed, strategic decisions to manage and grow their business. Through its combination of proprietary and integrated datasets, in-depth global research and trusted executive engagement, ISS MI delivers solutions for market sizing, competitor benchmarking, product strategy and opportunity identification across a wide range of financial products including funds, annuities, insurance, mortgages, and other instruments.The ISS MI solutions include the industry-leading data platforms Simfund, BrightScope, Local Market Share, and Financial Clarity, as well a full collection of global research and analytics services including Investor Economics, Market Metrics, and Plan for Life.

Client Success (CS) is accountable for the servicing, support, and timely delivery of ISS Market Intelligence (ISS MI) products and services to the global ISS MI client franchise. Ultimately, Client Success is responsible for a given client’s complete satisfaction with ISS MI products and services. The department’s success is determined in part by the client’s decision to renew and or extend the scope of their existing relationship with ISS MI. ISS MI products supported by CS include: Brightscope, Simfund, Local Mark Share, Investor Economics, and Matrix Solutions (Financial Clarity, Mortgage Clarity).

The Client Success Manila team are the foundation of the global Client Success franchise. The team provides support for day-to-day client deliverable activities for the products above as managed by the respective US and UK-based CS teams. Support includes (but is not limited to) management of client query / cases, client user set-ups and password resets, usage report creation and dissemination, and other ad hoc client facing-related requests.

READ:   Recruitment Associate

Responsibilities Include:

  • Overseeing and directing the CS Manila to best support the US & UK CS teams and their clients
  • Ensuring the CS Manila team is delivering on its commitments to clients and internal stakeholders consistently, accurately and on time – every time
  • Prioritizing tasks and responding – on-time – to all client facing-related questions
  • Proactively escalating team issues and concerns when necessary
  • Distribution of workload across the team
  • Recognizing process inefficiencies and proposing potential solutions
  • Recruiting, interviewing, and onboarding prospective analyst candidates
  • Coaching and mentoring the team; providing regular, timely and honest feedback
  • Communicating and collaborating with US and UK CS teams and partners to coordinate deliverables and/or raise awareness of identified findings
  • Help maintain documentation of work processes and institutional knowledge in a centralized, web-based database
  • Leading the CS Manila team to be an integral component of a global, market-leading client engagement proposition

Requirements:

  • Bachelor’s degree – preferably in finance, economics, computer information systems or other business/data related field
  • 1-2 years of leadership experience with track record of increasing responsibility
  • Strong verbal and written communication skills
  • Strong time management and organizational skills; both self and for team
  • Demonstrated troubleshooting, follow-through, and critical-thinking skills
  • Proven process-oriented skills
  • Proficiency with Excel, PowerPoint and other MS office products
  • Amenable for a permanent graveyard/night shift schedule (10:00 PM to 7:00 AM – Manila time)

Experience working with any of the following would be a plus:

  • Knowledge of asset management and financial services industry
  • Direct people management experience or related responsibility
  • Familiarity with relational databases like Jira
  • Familiarity with client relationship management tools like Salesforce
READ:   Hotel Manager - Resort Operations

  • Antas ng seniority


    Mid-Senior level

  • Uri ng trabaho


    Full-time

  • Function sa trabaho


    Management, Analyst, Iba pa

  • Mga Industriya


    Financial Services


Apply

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