India - Hyderabad - Aiviq - Senior Customer Services Analyst

Aiviq - UK; India; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Aiviq - UK is seeking a Senior Customer Services Analyst based in Hyderabad. You will lead a small team, troubleshoot system issues, and ensure customer satisfaction through proactive data quality monitoring. The role offers flexibility in working location, with a requirement to be on-site at least three days a week.

Ideal candidates will have strong technical skills, experience in customer-facing roles, and excellent leadership qualities to foster a collaborative environment.

Qualifications

• Experience in building and developing high functioning teams.
• Strong technical skills with experience in customer-facing roles.
• Experience managing technical teams to solve complex issues.

Responsibilities

• Oversee a small team of Customer Services analysts in Hyderabad.
• Trouble-shoot system failures and investigate customer queries.
• Build and maintain data connectors for data sources.

Skills

Customer focus

Problem-solving mindset

Technical skills

SQL proficiency

Data analysis

Organizational skills

Team management

Communication skills

Tools

Microsoft Office (Excel)

Job description

India - Hyderabad - Aiviq - Senior Customer Services Analyst

India

About the opportunity

At Aiviq, we create clarity for the world’s investment managers. Our cloud-based data and analytics platform turns disparate client investment information into enterprise-wide datasets driving both greater clarity and the ability to derive deeper insights for hundreds of industry use cases across our Investment Manager customers.

We’re investing in our Customer Services capability, both by building out the team and implementing the tools to be able to deliver industry leading service to our customers in a scalable and sustainable way. We are looking for a Senior Customer Services Analyst to build out our Customer Services capability in India. Successful candidates should be highly customer focused with strong communication and a problem-solving mindset. Successful candidates should also be able to support the diagnosis and resolution of complex customer data and system challenges as well as being able to manage a team effectively.

What you will be doing

Our Customer Services team provides day-to-day support and proactive data quality monitoring to ensure customer satisfaction. Your key responsibilities will be to:

• Oversee a small team of Customer Services analysts based in Hyderabad
• Trouble‑shoot system failures and investigate customer queries
• Build and maintain data connectors for existing and/or new data sources
• Support release testing on new features and enhancements prior to customer releases
• Ensuring that process documentation is kept up-to-date
• We can offer some flexibility in working location, but we will expect the analyst to work at least three days a week in our Hyderabad office

What you will need

• Experience building and developing high functioning teams
• A strong technical skill set coupled with experience of working in customer facing roles
• Proficiency in SQL and experience of supporting or developing computer systems
• Experience with undertaking analysis of complex data or technical issues, and managing technical teams to resolve issues
• Excellent written and verbal English communication skills
• Strong organizational skills and attention to detail
• Willingness to work independently with minimal supervision, taking initiatives to address challenges
• Experience with the Microsoft Office suite (particularly Excel) and data analysis skills
• Experience in Asset Management industry is preferred but not mandatory

What we look for

• A passion for customer success and building strong, long-lasting customer relationships
• Strong team-oriented leadership skills and proven track record managing others
• A desire to foster a culture of collaboration and teamwork, embodying Aiviq’s core values of collaboration, openness, innovation and respect in all interactions
• People who think differently, bring an open mind and diversity of thought

Aiviq is growing UK-based FinTech, specialising in developing SaaS products for the world’s investment managers. We are backed by Alpha Financial Markets Consulting Plc, a global Asset & Wealth Management Consultancy.