Senior Content Analyst — Global Client Support

LSEG; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

LSEG is seeking a Senior Content Analyst within the Ownership and Profiles Service and Quality (OP S&Q) team to deliver global client support 24×5, acting as a point of contact for service requests, incidents, problems and escalations across the OP product suite.

You will resolve issues via Salesforce, maintain case records, collaborate with operations teams, and contribute to process improvements while adapting to changing business needs.

Qualifications

• Must have high level comprehension skills.
• Well-developed analytical skills with problem solving ability.
• OP knowledge is an advantage; technical skills are a plus.
• Adapt to changing business needs and be resilient.
• Strong organization, time management and prioritization.
• Flexible to work shifting schedule.
• Ability to perform in a high-pressure environment.

Responsibilities

• Resolve customer issues through Salesforce, keeping clients updated within SLA.
• Ensure the highest levels of service to clients.
• Provide investigation and diagnosis, resolving at second level when possible.
• Assess impact and urgency and gather information for requests.
• Collaborate with OP ownership & profiles teams to manage cases till closure.
• Maintain accurate activity records across the case lifecycle.
• Manage escalations and deliver high quality feedback and service.
• Develop understanding and technical expertise across OP coverages.
• Support project work and contribute to process improvements.

Skills

Analytical skills

Problem solving

Time management

Organization

Prioritization

Adaptability

Salesforce

Tools

Salesforce

Job description

LSEG is seeking a Senior Content Analyst within the Ownership and Profiles Service and Quality (OP S&Q) team to deliver global client support 24×5, acting as a point of contact for service requests, incidents, problems and escalations across the OP product suite.

You will resolve issues via Salesforce, maintain case records, collaborate with operations teams, and contribute to process improvements while adapting to changing business needs.