Summary Division, Business or Function Operations, Data Analytics Career Stage / Global Grade Senior Associate, Global Grade 12 Role Title Lead Specialist, Tick History Role Purpose The Tick History Specialist focuses on providing specialized product support to our customers. Providing customer support to external clients as well as direct engagement with privileged users from strategic accounts, acting as a point of reference for internal stakeholders, and actively looking to engage with any customers where possible. Key requirements of the role are to deliver exceptional levels of service through skills and knowledge associated with our product offerings and content across platforms. The ability to communicate clearly, articulately and with confidence to share this knowledge with clients and our colleagues is critical to this role. The role leverages innovative technologies to ensure global consistency of support tasks. Lead Specialist will work on routine projects with manageable risks and resource requirements. Provides input to department objectives and goals of a sub-Business Unit or function. Advises middle management on functional matters, or on interpretation of policies and practices. Train or mentor professional colleagues. Reports to Manager - Tick History Support Key relationships committees Customers Customer Success / Sales Account Management Financial Content teams Product Management Location / flexible working Bangalore/flexible working Responsibilities Key Responsibilities The key responsibilities of the role include: Interact with clients over calls to understand their requirements and resolve their complex product GUI/API data issues. To get involved in product demos whenever required for pre post sales clients. Work with Product Management to emphasize on client concerns (Log on JIRAs) and improve overall client experience. Continuously enhance personal and business competencies to deliver higher levels of customer satisfaction. Identifies process inconsistencies and drives service improvements. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Has a focus on enquiry resolution, a positive customer focused attitude always and ensuring that all the necessary action is taken to resolve a customer’s enquiry. Reviews, and updates as appropriate training material, process documents, database implementations, operations procedures, standards, and technical policies. Initiate ideas that will improve internal and client’s operational performance. Knowledge Transfer to internal stake holders. Provides support for problem resolution including troubleshooting, research, and answering client inquiries on content and delivery platform. Work with internal and external parties, including vendors, content, developers, and product managers to resolution. Has a strong understanding of the business area and products been supported and how they relate to a client's informational needs. Uses voice of the customer to improve products and services or processes. Is an active contributor to product release rollouts and upgrades programs. Contributes to projects within a broader project or has accountability for ongoing activities. HMC/CFS -Delivery and Post sales queries on HMC/CFS More complicated Cases which are not able to be worked by Specialist and help Specialist inputs in how they can handle those cases better. Root Cause Analysis on Experience Pulse cases/complex cases Coaching colleagues Connect with SAM organization to talk about team capabilities and provide knowledge transfer. Partner with Content or Product team to emphasize client feedback and requirements to prioritize. Handling displacement projects (On Boarding clients) by collaborating with Sales and Account Teams Handle Escalations Collaborate with Proposition Product management to understand on future road map to equip themselves and others in the team to meet the stakeholder’s requirement. Any other ad hoc projects requirement by Product Management Training New Joiners, Maintaining or creating Method of Work or any relevant documents for ease of work Key Attributes Skills 5+ year professional experience in the Financial Markets or in a customer services role. Fluent in Spoken and Written English. 2+ year in managing Tick History Product Must have willingness to interact with clients, product management content management directly. Good problem management, troubleshooting and analytical skills. Understanding client needs and focusing on delivering results. Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment. Strong Financial Markets knowledge of Equities, Derivatives and Fixed Income. Knowledge on Datascope Select Platform and Tick data. Working knowledge on APIs and SQL. (Would be an added advantage) Key KPIs Market-Driven Metrics Customer Satisfaction measures e.g., Experience Pulse Documentation and Process Adherence (DPA) Audit Quality Parameters Value to Business Strategic Planning Decision Making Makes recommendations that may shape operational strategy. Determines the nature of complex or undefined problems; independently identifies the best solution from many alternatives. Escalates higher risk or more unique problems. Decisions require interpretive thinking and some judgment in developing solutions At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject. If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice. If you want to apply for a job, please click the Apply button. You will then be redirected to our Careers sign-in page where you can enter your existing credentials or set up an account with us. If there is nothing that currently suits you, feel free to send us your Resume/CV LSEG (London Stock Exchange Group) is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential. Our Data Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific. Find out more Hear from people working across LSEG about their experience in a variety of areas. From technical innovations and use of data to volunteering and inclusion. Get to know some of our people who are pushing the boundaries of technology, finance and more around the world.