Analyst

About the Role

The Global Center OFS team is responsible for fulfilling orders and activities raised by OMS teams. The team also handles compliance, product administration, and works to improve the order process for enhanced customer experience and timely service delivery. The role involves interacting with various functions to expedite resolutions and consistently meet productivity targets.

Key Responsibilities

• Handle the order process for select products, including entering orders into specialist permissioning or electronic fulfillment systems.
• Work with internal customers to ensure orders are fulfilled accurately and within agreed turnaround times.
• Process offboarding requests related to sanctions with priority, adhering to SLAs.
• Escalate delays to internal groups and senior team members.
• Maintain defined standards for quality and productivity.
• Manage internal customer queries and communication professionally and with a service-minded approach.
• Participate in team meetings and ensure internal and external customer requirements are met.
• Manage online maintenance, lapsing of subscriptions, and access-related issues.
• Support the billing team in validating online invoices and portals.
• Manage end-to-end onboarding activities for MCP and AI-Ready Capability products.
• Perform license assignment and service account creation activities.
• Validate product eligibility and entitlement requirements.
• Coordinate onboarding activities with Sales, SAM, Customer Support, and Product teams.
• Ensure all requests are completed accurately and within agreed service levels.
• Analyze data and reports related to transactions.
• Troubleshoot and resolve queries and issues.
• Monitor the group email account to ensure timely actioning and completion of requests.
• Create and modify customer master data.
• Meet agreed volume, service, and quality targets.

Requirements & Tech Stack

• Advanced knowledge of processes and systems to independently resolve difficult and urgent requests.
• Understanding of financial market products and data services.
• Knowledge of operational risk and control frameworks.
• Experience in automation, AI-enabled solutions, or process transformation initiatives.

Qualifications

• Handle simple and complex requests, products, systems, and accounts.
• Display proficiency and knowledge to handle sophisticated requests and build a better understanding of business, upstream, and downstream processes.
• Be a teammate.