Senior Customer Support/Operations Analyst

Senior Customer Support/Operations Analyst

What Is OMNI?

OMNI is a hybrid solution within eVestment that leverages both technology enablement and professional service to deploy institutional investment management product data to the marketplace (eVestment and other third-party industry specific databases).

What We Offer

In this role, you will:

o Utilize specialized industry knowledge and experience to analyze validity and quality of client data.

o Provide client support via phone and emails for eVestment's proprietary investment manager database and analytic Software-as-a-Service applications.

o Partner with offshore resources where relevant to ensure seamless client service.

o Work with the Product & Development Teams to identify and correct platform issues/constraints that prohibit accurate and timely updates of client data.

o Partner with OMNI CSMs to provide aligned eVestment experience and ensure that clients realize the full value of their eVestment relationships.

o Participate in both ad hoc and recurring client meetings where relevant.

o Ensure team objectives are met for turnaround time and quality/accuracy measures.

o Continually work to improve our processes and help streamline service to all of our external clients and internal functions.

o Collaborate with the eVestment Data Team to determine and implement broader measures to ensure highest possible data quality for our clients.

o Manage client cases using SalesForce Service Cloud.

o Be available outside of normal workday hours and over weekends as workload and deadlines require.

Primary Duties

o Primary point of contact for investment manager data population efforts across and assigned book of client accounts

o Responsible for receiving, formatting, processing, and population efforts for client campaigns

o Manages large datasets for assigned book of clients

o Communicates with both internal and external partners on status of data population efforts

o Skilled in the Omni platform and processes and can make recommendations for improvements/enhancements

o Advises clients on best practices when evaluating data received on their investment products

o Responsible for mapping/creating rules in Excel and in platform in line with client data campaigns

o Manages the registration process for client's expanding their campaigns to new databases and/or to incorporate new products

About You

o You enjoy working on the core function of the Omni business and being at the center of the data action.

o You collaborate well across functions and regions, including with offshore partners. You love ensuring that Omni clients' data is as accurate as possible, and that their quarterly processing periods are seamless.

o You constantly look for ways to improve our daily business operations and love understanding workflow challenges and finding solutions.

o You find quantitative and/or qualitative client data fascinating and appreciate the story it tells about each asset manager.

o You enjoy interacting with clients to problem solve and recommend improvements to their data, but don't need to be the one having higher level conversations.

o You are able to engage with clients in a professional and efficient manner, ensuring the highest possible quality standards are met.

Additional Skills and Experience

o Minimum of a Bachelor's degree in a related area such as Finance or Business or equivalent experience.

o Experience in the asset management or banking industry with a consulting/financial advisory firm, investment manager, or banking institution is recommended but not required.

o Strong organizational, time management, and detailed analytical skills as client commitments are high and data is voluminous during quarter-end peak periods.

o Excellent written and verbal communication skills.

o Ability to craft and/or advise on industry narratives on behalf of clients is desired but not a requirement.

o Ability to demonstrate initiative and work independently; aptitude to self-direct and set priorities in a dynamic environment.

o Highly proficient with MS Office, including advanced Excel and good database skills, and ability to expertly navigate Salesforce.

Does it sound like you?

As the selection process is ongoing, please submit your application as soon as possible. We will get back to you in short order.

• Education Required: Bachelor's degree required, comparable experience may be substituted

• Experience Required: At least 3 years

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We're proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq's overall success.

In addition to base salary, Nasdaq offers significant other compensation (annual bonus/commissions and equity), benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq's programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page