Client Services Manager
Nasdaq, Inc.
- Taguig, Philippines18F, 30th Street, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
Nasdaq is looking to fill a Client Services Manager role within the Corporate Solutions business group. The Client Services Manager acts as a player-coach, leading a team of Website Services Specialists that provide subject matter expertise and transactional support to clients of Nasdaq’s web hosting products.
Responsibilities:
- Actively owns internal and external client support requests in a real-time environment for operational and transactional requests to exceed client delivery expectations;
- Manages performance of Website Services Specialists, providing coaching and mentoring;
- Educates and trains clients on new services, products, and product enhancements;
- Works closely with Nasdaq sales, development, and operations staff to ensure quality and timely services are delivered to clients;
- Manages issue resolution with technical team, and provides timely and solution-oriented feedback to clients;
- Conducts ongoing proactive surveys of Client Support account base to ensure client satisfaction and understanding of Global Corporate Solutions product offerings;
- Manages queue of tickets from internal clients, delegating projects to the team in a timely manner to ensure compliance with deadlines;
- Develops an advanced understanding of knowledge and process for all products supported, working with Subject Matter Experts to maintain consistent process documentation;
- Serves as point of escalation for the team for advanced issue resolution.
Minimum Qualifications
- Bachelor's degree in Business, Management, Finance, or other relevant disciplines;
- At least five (5) years of client services experience in a managerial capacity, preferably within the financial services industry;
- Able to communicate confidently and effectively (in writing and on the phone) with all levels of management, both internally and externally;
- Experience maintaining process documentation for a team;
- Familiarity with the financial markets industry;
- Flexibility to work different shifts or to respond to after-hour calls;
- Good understanding of HTML and CSS;
- Experience using Siebel CRM or similar collaboration tools;
- Proficiency in using MS Office products;
- Highly analytical, internet savvy, and can troubleshoot/resolve issues;
- Willing to work-within US business hours.
Perks and Benefits
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Single Parent Leave
- Special Leave Benefits for Women
- Retirement Benefit Plans
- Life Insurance
- Medical / Health Insurance
- Medical, Prescription, Dental, or Vision Plans
- Transportation Allowances
- Free Lunch or Snacks
- Gym Membership
- Performance Bonus
- Stock Options
Required Skills
- Performance Management and Coaching
- Change Management
- Strategic Planning
- Stakeholder Management
- People Management
- Customer Service
- Coaching
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 18F, 30th Street , Taguig, Metro Manila, Philippines
About Nasdaq, Inc.
At Nasdaq, we're relentlessly reimagining the markets of today. Not by chasing the possibilities of tomorrow, but by creating them.
In 1971, the microprocessor was born. Nasdaq wasted no time capitalizing on the new technology by bringing all-electronic trading to the market. Later in the decade, this provided the likes of Apple and Microsoft with the means to raise capital that was previously unavailable to them.
Sixteen years later on the other side of the Atlantic, OM became the world’s first publicly traded and listed exchange company. In 2007, Nasdaq merged with OMX with a vision to be a single company with a single mission: Deliver the kind of resources that would solve the logistics of the global capital markets.
That vision has served us well. So well, in fact, that Nasdaq transformed itself from a U.S.-based equities exchange to a diversified technology provider for thousands of global firms. Today, we’re the leading technology and information services provider to the capital markets. And our Global Trading and Market Service business have become a significant part of our client offerings.
All this can be traced to Nasdaq’s focus on synchronizing and optimizing market movement – an essential principle in the growth of business economies. No one else provides customers with such a high level of infrastructure, tools and strategic insight. Customers have taken advantage of the fact that we’re the single largest liquidity pool for U.S. equities (in volume traded). We’re also acclaimed for our top-rated data offerings. And, of course, for the Nasdaq 100 — home to many of the world’s most heralded securities.
Nasdaq (NASDAQ: NDAQ) is a leading provider of trading, exchange technology, information and public company services across six continents. Through its diverse portfolio of solutions, Nasdaq enables customers to plan, optimize and execute their business vision with confidence, using proven technologies that provide transparency and insight for navigating today’s global capital markets. As the creator of the world’s first electronic stock market, its technology powers more than 80 marketplaces in 50 countries, and 1 in 10 of the world's securities transactions. Nasdaq is home to more than 3,200 listed companies with a market value of over $8 trillion and more than 10,000 corporate clients.
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information or any other status protected by applicable law.