Senior Analyst – Client Services Support (Derivatives)

eClerx; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

eClerx is seeking a Senior Analyst for Client Services Support in Mumbai. The role involves responding to client queries via email on derivatives products, maintaining SLA/KPI targets, and driving process improvements across a 24-hour support team on rotational shifts.

Ideal candidates will have 2–4 years in client services or operations in financial markets, solid Excel skills, and the ability to coordinate across time zones and cultures. Graduation or higher degrees are required.

Qualifications

• Graduation or PG with relevant finance/markets background.
• Good knowledge of Financial Markets, Derivatives and market definitions.
• Basic to advanced Excel skills and willingness to learn.
• Ability to work across time-zones and cultures and stay organized.

Responsibilities

• Respond to client queries via email on products in the derivatives space.
• Ensure queries are resolved within defined SLAs and KPIs.
• Improve processes and controls to scale operations.
• Execute process functions and liaise with clients to boost satisfaction.
• Support managers in daily issue handling and reporting.
• Create daily volume and analytics reports and coordinate with shifts.

Skills

Problem solving

Excellent communication

Teamwork

Pro-active

Street smart

Education

Graduation (B.Com./BBA/BBM/BCA)

Post Graduation (CA/M.Com./MBA/MCA/PGDM)

Tools

Excel

Job description

Designation: Senior Analyst – Client Services Support | Full-time (FT)

Shift Timing: 24-hour support team. Monday to Friday. Should be comfortable to work on rotational shift (APAC, EMEA, , NAM, Night shift)

Minimum Academic Qualifications: Graduation (B.Com./BBA/BBM/BCA) / Post Graduation (CA/M.Com./MBA/MCA/PGDM)

Key Skills: Problem-solving abilities, excellent communication, teamwork, pro-active, street smart

Experience Span:

2 to 4 years of experience in executing operations or providing client services support in the Exchange traded derivatives space or financial markets domain.

Financial Products Knowhow: Derivatives

Role and Responsibility:

As part of our client services support team, you will be responding to client queries via email on products used in the exchange traded derivatives space; ensure that client queries have been managed withing the given SLAs; improve processes and controls that build capacity and scale. Your role will be to execute process functions and liaise with clients to improve customer satisfaction. Supporting managers in handling daily issues. You will also be responsible for meeting KPI’s and SLA’s which are defined in the process.

• Understand client queries and requirements, investigate issues and solve problems
• Interact with clients to solve their queries withing the given SLAs – Email
• Optimize processes, improve processes and review quality
• Independently handle clients – establish self as a valued partner
• Create daily reports providing volume details along with analytics
• Interact with internal stakeholders
• Co-ordination with team working in different shifts and efficient handover of action items

Basic Requirements:

• Should have good knowledge of Financial Markets, Derivatives, and markets Definitions
• Should have hands on experience on Excel (Basic as well as Advance)
• Willingness to continuously learn, upgrade skills and stay relevant to business demands
• Should be able to work with teams across time-zones and cultures
• Should be organized, detail oriented, flexible, self-starter & highly motivated
• Should be able to act fast and decisively when dealing with critical situations – ability to read situations and act in minutes
• Should be excellent multi-tasking, creative problem solving and a good team player