Content analystRefinitiv

1. Deliver Operational Excellence in day-to-day content production focusing on Improving quality & timeliness of content delivered (Improve Service delivery of our team )
o To achieve an overall average 99.85% data quality and timeliness compliance in the update and maintenance of assigned Manila Bond Indices markets.
o To liaise and coordinate with the various data suppliers on missing data, incorrect data, data definition and related matters while maintaining excellent data supplier relationship.
o MOW review and update at least once per quarter, and BCP drill completed twice a year.
o Perform other duties and functions as may be assigned by the Manager/ Specialists.
2. Improve Customer Experience on ICW Delivery (Improve client experience through tight end-to-end integration of the content customer service process)
o To provide an accurate and precise resolution to all Bond Indices cases and service cloud tickets.
o Achieve all the set Service Metrics (. Responsiveness metrics - Picking up queries promptly, Provide realistic ERT for queries requiring longer resolution time. )
o Resolution & quality of response measured by ICW Service Cloud Metrics
o Provide clear & radical/ ultimate RCA for DCCs, follow up with relevant teams for RCA promptly
3. Content Enhancements delivery in alignment with the Product & Content Management roadmap
o Delivery of Strategic Projects in line with roadmap
o Deliver CE or any other project/cleanses as prioritized by Content Specialists, in line with the metric of an initial response within the first 7 days of CE.
4. Drive improved employee engagement focusing on talent & development and overall employee experience
o Complete all required training programs plus ensure 2 E- learning programs per quarter (finished and completed) every year.
o To gain an in depth knowledge of ICW data itself, and as a result, the analyst will not be limited to the day to day process but will know how to analyze and interpret the data. Plus he/she will be able to contribute more in understanding the clients' needs.
o Learn and maintain new ICW tools, programs and processes.
5. Automation Roadmap implementation & continuous improvements
People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder - which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time