SENIOR MANAGER – CLIENT SUPPORT
Job Description
Job Purpose
We are seeking an experienced Senior Manager, Client Support to join our Hyderabad team, having experience of more than 12+years. This is a hands-on leadership role spanning people development, shift operations, client escalation, and cross-functional product partnership across multiple IDS divisions.
The role is responsible for managing a team of specialists across multiple shifts, with the primary focus on Pricing and Reference Data and extending to Derivatives and Indices. The successful candidate will bring deep domain expertise and a proven track record in high-touch client support within financial markets, as well as strong internal engagement with senior management globally. They will act as a trusted escalation point, a cross-functional partner, and a strategic voice of the customer—driving both client satisfaction and internal product improvement.
Key Responsibilities
· Act as the primary escalation point for complex client issues, driving mission-critical escalations and ensuring timely resolution.
· Lead, hire, and develop a team of client support specialists across day and night shifts, ensuring seamless 24x5 coverage with weekend on-call support.
· Own shift scheduling, handoff protocols, and queue management to maintain SLA commitments during peak and off-hours.
· Mentor junior support team members, establishing best practices for issue diagnosis, documentation, and client communication.
· Independently own end-to-end resolution of technically sophisticated client inquiries, including root cause analysis across data, connectivity, and application layers.
· Proactively identify patterns in client issues and collaborate with Product and Development teams to drive systemic improvements and reduce recurring incidents.
· Act as a strategic liaison between clients and internal stakeholders—including Sales, Relationship Management, Product, Development, and GA—championing client needs and influencing the product roadmap.
· Build and maintain deep, trusted relationships with key clients, functioning as a subject matter expert across IDS’s market data product suite.
· Contribute to the development of internal knowledge bases, runbooks, and client-facing documentation to improve team efficiency and client self-service capabilities.
· Participate in cross-regional initiatives and represent the client base in global support strategy discussions.
Knowledge and Experience
· Bachelor’s degree (BA/BSc) in Finance, Computer Science, Economics, or a related field is required.
· Advanced degree or relevant professional certifications (e.g., CFA Level I, FRM) are a plus.
· 12+ years of experience in a client-facing technical support, solutions engineering, or market data operations role within the financial services industry.
· 3+ years of experience managing a support or operations team, including shift-based or 24x7 environments.
· Demonstrated expertise in financial market data, including Pricing, Reference Data, Derivatives, and/or Indices, with a thorough understanding of how this data is consumed across front-, middle-, and back-office functions.
· Strong technical proficiency, including the ability to independently troubleshoot complex data and connectivity issues.
· Exceptional communication skills in English (written and verbal), with the ability to engage credibly with both technical teams and senior client stakeholders.
· Proven ability to manage multiple high-priority issues simultaneously under pressure, with a strong sense of ownership and accountability.
· Experience collaborating cross-functionally with Product, Development, and Sales teams, with a track record of influencing outcomes beyond the immediate support function.
Preferred Knowledge and Experience
· Prior experience with IDS, Bloomberg, Refinitiv/LSEG, or comparable market data platforms.
· Familiarity with data delivery mechanisms such as FTP/SFTP, APIs, and feed-based distribution.
· Knowledge of financial instruments including fixed income, equities, derivatives, and structured products.
· Hands-on experience with Python scripting for data analysis or automation.
Pay: Up to ₹3,500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
