Senior Content Analyst

Overview

Senior Associate role within Fundamentals, one of the key verticals of Financial Content Operations, responsible for sourcing and maintaining historical financial statements (Balance Sheet, Income Statement, Cash Flow Statement) for clients across the globe, guiding service teams, and driving customer service and data quality.

What you'll do

• Guide service teams across all locations to deliver exceptional customer experience to internal and external clients so that service metrics are met.
• Ensure all cases are resolved in a timely manner with no overdue or outstanding cases, and that responses to queries follow the TEN principles, New Service MDM and Next Gen targets.
• Actively engage in incident management related to Fundamentals and partner with cross-content teams from where data is ingested to the Fundamentals database.
• Analyze each case thoroughly, identify accurate root cause, take vital preventive actions, and build strategic solutions to meet data-corrected case reduction targets.
• Mentor, train and develop new and existing service resolvers across all locations within Fundamentals, including providing regular direct feedback on service cloud and related tasks.
• Partner with operations managers, S&Q leads and content specialist functions to understand improvements on client-related enhancements and projects.
• Partner with service and quality teams for DCC reduction as per the SLA.
• Inspire teams to meet customer requirements and improve quality standards by setting high standards.
• Communicate effectively with other teams globally, share knowledge and embrace standard methodologies.
• Guide the team and ensure all customer concerns and issues are handled appropriately and according to company policy.
• Engage with CSMs, Account Managers, ASEs and similar stakeholders.
• Run reports (search and explanation, DCC reports, outstanding cases) and send regular reports to partners on DCC, outstanding cases and the service dashboard.

What you'll need

• Bachelor's degree or equivalent experience in finance, accounting, economics, mathematics or statistics.
• Fundamentals content knowledge (a must).
• Talent for customer service, with demonstrated leadership and high standards of customer service.
• Strong content knowledge and analytical skills.
• Sophisticated knowledge of databases, related markets, data flows and definitional practices (a must).
• Interpersonal and communication skills suited to target audiences at all levels, with knowledge of local and global data groups and the ability to network successfully across a location or dataset.
• Good knowledge of Eikon, RKD, RDP, DSS and DS.
• Ability to handle large quantities of data.
• Strong relational database skills.
• Strong written, communication and presentation skills, able to present work to peers, senior management and other partners.
• Ability to compose dashboards, visualizations, POCs and analytics pipelines.
• Ability to communicate insights through data storytelling to technical and mostly non-technical audiences.
• Certified (or attempting) as a Lean / Six Sigma green or black belt, with practical experience in Lean project management, coaching, mentoring, facilitation, Lean deployments and Lean projects.
• Project management and/or process optimization experience, which must be proven if gained informally within wider roles.

Nice to have

• Service Cloud and technical skills such as Power BI, Advanced Excel and SQL.
• Extensive experience using Python, Power Apps and SQL, with strong proficiency in tools and libraries such as Scikit-learn, NumPy, pandas and Jupyter.
• Strong understanding of statistics and statistical language such as R.

Details

• Location: Bengaluru, India (RMZ Infin, Tower E).
• Career stage: Senior Associate.