The Team Lead, Client and Managed Services, will oversee a group of professionals who are responsible for maintaining and improving the services offered to our clients. This role is critical, bridging the intersection of technology, customer service, and team management. This involves ensuring that the team delivers high-quality Managed Services to our clients, and adheres to pre-defined KPIs & SLAs.
The Team Lead, Client and Managed Services would be primarily responsible for the growth and development of their team but also the execution of our client services. This includes decision-making, coaching, mentoring, and developing team skills. Additionally, this individual would manage any conflicts that arise within the team, ensuring that the group functions effectively and meets its performance targets.
In a rapidly evolving field, where client needs and technology are constantly changing, the Team Lead, Client and Managed Services would need to be adaptable and proactive. A deep understanding of client needs is required in order to tailor and improve services accordingly. This role would demand a combination of strong product and technical knowledge and excellent leadership skills to drive both client satisfaction and team performance.
The Team Lead, Client and Managed Services would need to stay informed about the latest developments in the industry and how these might impact or provide opportunities for our services offerings. Lastly, in such a dynamic and potentially high-stress environment, promoting a positive work culture and employee engagement would be essential for retaining top talent and maintaining a competitive edge in the marketplace.
Responsibilities:
- Team Coordination and Support:
- Coordinate the day-to-day operations of a Client Services team, ensuring tasks are completed efficiently and effectively.
- Assist in the professional development of team members through regular feedback and identifying training opportunities.
- Execute strategies to promote team engagement and morale, aiming to reduce turnover and build a positive work environment.
- Assess team performance with respect to client service objectives, assisting in setting realistic targets and identifying opportunities for improvement.
- Help mediate and resolve conflicts within the team, promoting a culture of cooperation and mutual support.
- Project Assistance and Operational Enhancement:
- Support internal projects that aim to improve client service procedures, working to find efficiency improvements.
- Aid in the execution of regional initiatives, helping to enhance the overall client experience.
- Facilitate communication and coordination with other departments to support a cohesive client service strategy.
- Serve as a support point for internal queries and issues, helping to address challenges and escalate as needed.
- Client Interaction and Support:
- Assist in managing communications with clients, contributing to strong client relationships and high-quality service delivery.
- Participate in client meetings and support follow-up actions to ensure client needs are met and issues are resolved satisfactorily.
- Provide support in managing and documenting client escalations, working towards swift and effective resolutions.
- Industry Engagement and Learning:
- Stay informed about industry standards and trends to support informed team discussions and client service delivery.
- Utilize knowledge of the financial industry to support client services and enhance the team’s understanding and capabilities.
Required Skills:
- 3+ years of management experience in the FinTech Industry
- Excellent analytical, problem-solving, and interpersonal skills.
- Flexibility/Adaptability/Managing Multiple Priorities
- Ability to build strong, trusting relationships with FactSet clients and internal stakeholders.
- Fluency in English, written and verbal.
Preferred Skills:
- Knowledge of financial products and instruments
- Enthusiasm for working closely with investment professionals.
- Strong analytical and critical thinking abilities
- Excellent interpersonal skills with a strong sense of initiative, team player
- Technical and application knowledge
- Interest and affinity to work with software, data and analytics.
- Proficiency in Excel and financial formulas
- Genuine interest in capital markets and portfolio management
- Experience with Performance Measurement & Attribution, or Risk Management
- Financial background in the Asset Management industry
What We Do
FactSet creates flexible, open data and software solutions for tens of thousands of investment professionals around the world, providing instant access to financial data and analytics that investors use to make crucial decisions.
For 40 years, through market changes and technological progress, our focus has always been to provide exceptional client service. From more than 60 offices in 23 countries, we’re all working together toward the goal of creating value for our clients, and we’re proud that 95% of asset managers who use FactSet continue to use FactSet, year after year.
As big as we grow, as far as we reach, and as successful as we become, we stay connected to our clients and to each other.
