ESG Client Success Operations Specialist

Let’s be #BrilliantTogether

ISS STOXX is hiring a ESG Client Success Operations Specialist to join the Mumbai Team (Goregaon East).

Overview:

ISS ESG’s Client Success team works closely with investors to ensure that they optimize their use of ISS ESG data in their investment and stewardship programs. The individual in this role will be part of a team that maximizes user satisfaction and business renewal rates through high-quality, proactive and reactive interaction with clients.
 

To succeed in this role, you need to have a genuine interest in area of Sustainable and Responsible investments, including all aspects of Environmental, Social and Governance (ESG) research and topics. You are dedicated and thrive in a role where you provide world-class client service, and interact successfully with internal sales, research, and product teams that provide essential support in meeting client needs. The role requires a high level of professional skills, excellent communication skills, the ability to multi-task and manage timelines in a fast-paced environment, as well as a flexible and solutions-oriented attitude.

Responsibilities: 

• Engage with clients and/or partners to manage an accurate and timely due diligence response process in collaboration with Sales, Marketing, Client Service

• Independently maintain and continuously enhance tracking methods for due diligence requests 

• Maintain response library in firm tool; ensure timely review of information with key stakeholder, including compliance and legal 

• Work with Specialists on client onboarding/offboarding, platform support, and logistical support for client deliveries

• Lead broad-based client communications on solutions enhancements

• For a segment of clients, own and manage client inquiry and issue resolution process, utilizing SalesForce.com and other internal tools 

• Develop, or assist in the development of, key client documentation for solutions (eg, data dictionaries, user guides, etc.)

• Provide platform expertise to users of ISS ESG’s platforms.  Assist clients with primarily technical platform inquiries; provide first-tier training on platform functionality

• Support onboarding of new platform users

• Work with clients to troubleshoot platform issues if they arise

• Analyze platform usage patterns to identify risks and opportunities

• Conduct platform testing and provide vital market feedback on platform functionality to product teams

• Ensure that internal systems adequately track and capture client interactions

• Communicate key client insights to Client Success Specialists and other internal stakeholders.

• Perform testing of new product features 

Qualifications:

• Bachelor’s degree, MBA or masters degree will be a plus.

• 1+ years of experience in a client service, research, or client-facing data analysis role.

• Experience with DDQ (Due diligence questionnaire) will be a plus.

• Experience with project management and CRM applications such as Salesforce, JIRA, or similar planning and tracking applications.

• Experience with knowledge management or RFP response tools such as Confluence or RFPIO.

• Must be highly organized, analytical and detail oriented.

• Self-starter who takes initiative, learns quickly in a fast-paced environment and will implement new methods to improve ways of working.

• Experience in the investment management, SRI-market or corporate governance industries is a plus.

• Experience (or demonstrable desire to gain such experience) in working with data and related methodologies strongly preferred

• Must be a consummate team player, and comfortable with working across several functional organizations (et., research, product management, development, sales).

• Advanced Microsoft Excel proficiency required.

• Proactively integrate new technologies for more advanced analytics including and not limited to PowerFlow, PowerApps, Power BI and Machine Learning.

• Proactive positive attitude, innovative, motivated, client-oriented and commercially aware thinker with strong attention to detail.

• Demonstrated project management skills – define scope, resources and timelines and manage to deliverables.

• Ability to work in a global, fast-paced, dynamic environment, together with strong multi-tasking skills, are important in this role 

• Excellent communication skills.

• Absolute personal and business integrity.

#ENTRYLEVEL

#ESG

#LI-AK1

What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

ISS ESG solutions enable investors to develop and integrate sustainable investing policies and practices, engage on responsible investment issues, and monitor portfolio company practices through screening solutions. ISS ESG also provides climate data, analytics, and advisory services to help financial market participants understand, measure, and act on climate-related risks across all asset classes. In addition, ESG solutions cover corporate and country ESG research and ratings enabling its clients to identify material social and environmental risks and opportunities.  

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.