Client Services/Customer Care Support Specialist
IHS Markit
India - Gurgaon, Haryana
4d ago

Department overview

The Regulatory and Compliance team offers a suite of Products that provide solutions for our clients with Tax Validation, Document Exchange and Outreach campaigns that helps manage Counterparty and Vendor risk.

Our product platform includes Markit Counterparty Manager (MCPM), Markit Tax Utility (MTU), Know Your Counterparty (KYC), Know Your 3rd Party (KY3P) and Markit Entity Identifiers (MEI).

Position summary

The role of Operations Specialist is to primarily act as a subject matter expert for the Client Services, business functions and development teams, specifically as it relates to the Regulatory and Compliance products : Markit Counterparty Manager (MCPM), Markit Tax Utility (MTU), and Know Your 3rd Party (KY3P).

As part of the Operations team within Regulatory and Compliance, the candidate will focus on data analysis, driving special initiatives aimed at improving customer experience or operational efficiencies and project management as required.

The role requires coordination with business stakeholders across sales, operations, development amongst others and requires being cross-skilled on multiple products.

Operations Specialist would be expected to drive customer experience across multiple products by servicing customer requests and requirements for US, UK and APAC regions.

Duties & accountabilities

  • Operational support basis customer requirements on one or more products. This includes setting up accounts and users, running reports, researching on entities, supporting customers on their regulatory and compliance needs and mapping entities and vendors.
  • Could involve first level of troubleshooting as well.

  • Become highly skilled in understanding and maintaining Operational Processes, including assisting peers and leadership with creating SOPs, UAT testing and implementing a quality control review of operational activities.
  • Partner with leadership to lead and assist with upcoming projects and initiatives that include, but are not limited to Operations, KPIs / KRIs and Adhoc Projects.
  • Ensure all customers receive first class service consistent with IHS Markit’s expectations including but not limited to identifying and resolving client issues, following up with clients based off SLAs, assisting with ad hoc projects, answering customer inquiries, conducting client demos, training clients on the platform, and managing additional client inquiries / needs as required.
  • Cultivate, foster, and manage relationships with internal clients
  • Provide front line daily support for all clients including capture of bugs and enhancements.
  • Work with business partners to validate the integrity of data and documents maintained for all Regulatory and Compliance platforms
  • Become familiar with regulatory initiatives and industry-wide events that have an impact on our different business lines.
  • Become highly skilled in the suite of solutions such as Core, Regulations, Tax Utility, Contracts & Credit and KY3P
  • Develop understanding of and expertise on Regulatory and Compliance space, especially FATCA, ISDA, Vendor management, etc
  • Flexibility to work across UK and US shifts on a rotational basis
  • Business competencies

    Education and experience

    Experience in KYC, Regulatory & Compliance and financial data operations is preferred

    Strong data analysis skills with expertise in MS Excel, data analysis necessary and exposure to SQL & Oracle databases querying is preferable

    Self-managed individual who have experience in functionality testing and coordinated with global support for implementation of outcome

    Experience of multi-tasking and queues management

    Bachelor / Post-graduate degree in any discipline

    5-7 years’ experience and night shift preferred

    Commercial awareness

    Have an excellent client service ethos and be able to communicate effectively with priority clients and sales prospects

    Must have strong articulation, analytical and creative problem-solving skills

    Familiarity with bank compliance and risk management a plus

    Management requirements

    N / A

    Personal competencies

    Personal impact

    The ideal candidate will need to be detail oriented and task driven with a strong work ethic and able to work in a fast-paced environment


    Strong verbal and written communication skills are required.


    Able to contribute on an individual basis and as part of a team

    Company overview

    IHS Markit harnesses deep sources of information, analytics and expertise to forge solutions for the industries and markets that drive global economies.

    Our company partners with clients in business, finance and government to provide the unrivalled insights and perspectives that lead to well-informed, confident decisions.

    We call this The New Intelligence.

    IHS Markit serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500.

    We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace and defense, chemical, and economics and country risk.

    Headquartered in London, IHS Markit (Nasdaq : INFO) is committed to sustainable, profitable growth.

    Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds.

    We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category.

    For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement here.

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