*Company Brief*
* *
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.
URL:http://www.thomsonreuters.com
*Position:* *Content Analyst*
*Location – Bangalore*
*
*
*_Job description:_*
*_ Project Summary and Position Overview:_*
*_
_*
The Fixed Income Terms & Conditions Service Team works directly with priority Fixed Income Clients as well as Thomson Reuters Customer Support to resolve content queries.
The team operates 24*5 to support the Terms & Conditions Content Production teams covering:-
- International Bond market consisting of non-securitized Eurobonds and Global USD debt.
- Domestic markets for non-securitized Fixed Income securities in North America, Great Britain & Ireland.
- Issuer File Content for North America and EMEA.
- Global Ratings (S&P, Moody’s and Fitch).
- Secondary market events (Corporate Actions data) including tender offers, redemptions, bankruptcies etc.
The role requires application of expert knowledge ofFixed Income Terms & Conditions Content from a Customer (Financial Market, Product) and internal (Database(s), Workflow) perspective.
*_Essential Day-to-Day Responsibilities:_*
* *
- Be part of a global team responsible for attending to and resolving client queries on Global Fixed Income Terms & Conditions Content operating a 24*5 roster and continue to support FI Content Production activities.
- Take end-to-end responsibility for Service Request Routing, Handling and Resolution within FI Content (Terms & Conditions and Real-time).
- Monitors email, chatrooms (including FI_CST) and interprets & resolves client issues relating to FI asset class where possible within agreed timelines.
- Refers Cases to the appropriate resolver group(s) in Fixed Income Content, assigning & maintaining Action Items as necessary within the agreed timelines.
- Operate Service Cloud to provide realistic and reasonable updates as well as query resolutions with a customer focus.
- Responds to inquiries from Frontline in a timely manner and within agreed timelines, especially on the FI_CST Chatroom.
- Provide consistent, high standard and timely responses commensurate with the goals of the internal metrics program and Customer Service Pulse.
- Log and classify Fixed Income Terms & Conditions Content and process issues and drive service improvements where possible.
- Seeks self-improvement on Financial Markets, Thomson Reuters products and markets.
- Engages continuously with peers in Content Production to keep abreast with changes to content processes/procedures.
- Work towards meeting personal objectives/targets as well as team objectives/targets as defined by the Team Leader/ Manager.
- Contribute to Content Production tasks including direct Production work and Projects when necessary.
- Contribute to Customer Service internal processes including Training, Quality Checking, Metric & RCA reporting, FAQs on Knowledge Management etc
*_Education:_*
Educated to graduate level education with a degree in Computer Science, Business, Economics, or Finance.
*_Required Skills :_*
*_ _*
- 2 years experience within Thomson Reuters or relevant industry experience
- Excellent PC skills and adept at managing content and technical issues
- In-depth understanding of Terms & Conditions Content processes and procedures is a must.
- Knowledge of FI/FX/MM Content is desirable.
- Broad understanding of FI Terms & Conditions Content on products, the EJV GovCorp database and related internal workflows is required.
- Excellent time-keeping, ability to work to deadlines and manage under pressure is a must.
- Excellent communication skills, oral and written, including customer-focused behaviour and ethics.
- Precision, thoroughness, stakeholder management skills.
- Excellent problem-solving skills.
- Individual accountability and team ethic.
[BA=Basic Awareness; WK=Working Knowledge; FC=Fully Competent; EX=Expert]
Mandatory
• Compliance [BA]
• Health and Safety [BA]
• Personal Development [BA]
• Personal Organisation [WK]
• Security Awareness [BA]
• Service Delivery [WK]
People
• Assertiveness [FC]
• Influencing [WK]
Business
• Business Writing [BA]
• Knowledge Management [BA]
• Market / Competitor Awareness [BA]
• Problem Solving [FC]
• Thomson Reuters Awareness [WK]
Customer Services
• Product Knowledge [EX]
• Financial Markets [WK]
• FI/FX/MM Databases and Workflow [EX]
• Customer Service Process [FC]
• Delivering Great Service [FC]
• Diagnostic Skill [FC]
• Support Workflow Improvement [BA]
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
*_Position – Content Analyst , Job Code – 102062, Job Band – F _*
**Job:** **Content Family Group*
**Organization:** **F&R CAVS Content Production and Quality Assurance*
**Title:** *Content Analyst - Fixed Income Reference Data*
**Location:** *India-Karnataka-Bangalore-IND-BLR-Divyasree Technopolis*
**Requisition ID:** *JREQ053806*