Borsa Italiana- Client Services and Support Analyst

Euronext; Lombardia; On-site; EUR 45,000 - 65,000; Full time

Job summary

Euronext in Lombardy, Italy, is seeking a proactive Account Services professional to act as the central contact for a designated client group on operational matters. You will manage incidents, escalate issues when needed, and keep clients informed of progress with timely follow-ups.

You will drive service improvements, monitor SLAs, and support internal product developments to ensure high-quality service delivery.

Qualifications

• Strong analytical and organization skills with a problem-solving attitude.
• Excellent verbal communication skills, both internally and externally.
• High standards of service delivery and ability to build strong client relationships.

Responsibilities

• Act as the central point of contact for an allocated group of clients on operational matters.
• Ensure efficient incident management and timely escalation of issues.
• Provide client support and follow up on questions until resolution and inform clients of progress.
• Ensure compliance with SLAs and strengthen the quality framework to meet objectives.
• Contribute to process improvements and participate in client-related projects and testing.

Skills

Analytical skills

Organization

Problem solving

Verbal communication

Job description

Key accountabilities

• Act as the central point of contact of an allocated group of clients on operational matters and ensure an efficient incident management process and escal issues in an accurate and timely manner


• Provide client support and follow up all questions or issues until resolution, regularly inform the client of progresses notably when in depth analysis is needed


• Ensure compliance with Service Level Agreements and strengthen the quality framework to meet quantitative and qualitative objectives.


• Drives continuous improvement of process and practices, assess and select improvement opportunities that provide long‑term value and minimize operational risks


• Contribute to operation enhancement projects, review of specifications and creation of terms of reference on coming products and initiatives, support to clients for the developments and tests, execution of conformance tests with the clients

Your profile

• Strong financial background and a good knowledge / understanding of the various activities of Euronext direct & indirect client base.


• Prior relevant Client Services experience


• High standards of service delivery to clients and ability to create strong relationships


• Strong analytical and organization skills and problem-solving attitude


• Experienced with project management and ability to monitor


• Strong verbal communication skills both internally and externally

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.