Operation Support Specialist, FOW

Futures & Options World (FOW) is a brand within the Derivatives portfolio of Derivia Intelligence LTD, and a leading provider of trade reference data and news, and events for the global listed derivatives industry.

Our clients range from tier one global banks to market participants trading specific markets and asset classes. Fully customised around our clients’ needs and technology ecosystems, our data enables our clients to achieve seamless trading, clearing and settlement while reducing risk and reacting faster to changing markets.

Diversity and belonging matter. Our Employee Resource Groups and our working and social environments reflect and thrive on those values. Given the importance we place on inclusion and diversity to our success, it is not by chance that Inclusion, Diversity and Well-being is the first of our five ESG focus areas.

We believe in equality of opportunity and welcome applications from individuals, regardless of age, ethnicity, disability, gender identity, sex, sexual orientation, socio-economic background, religion and/or belief, or any other classification protected by applicable laws.

If you are a person with a disability, please let us know if you need any help with the application or interview process, so we can make reasonable adjustments as best as possible. If you would prefer to discuss this in confidence, please email meghna.vyas@delinian.com

The Operations Support Specialist role will bridge the gap between FOW’s client base and the FOW data team, providing operational and technical product support. It will include answering complex data queries related to our Symbology and highly detailed derivatives data products, and development of data products and client-specific offerings.

The position of Operations Support Specialist is integral to the FOW business. It ensures key clients receive excellent and bespoke customer service. . As a result, it requires a customer-centric mindset and a deep understanding of company goals and products to deliver higher-quality relationships across our customer base.

KEY OBJECTIVES

• Own the management customer enquiries. Ensure these are successfully resolved in a timely manner, and that we provide the exemplary our most demanding clients expect.
• Support the maintenance and improvement of the vendor mapping function.
• Act as a point of escalation for complex data requirements.
• Support the Client Services Manager with client on-boarding related to FOW products.
• Proactively engage with current and prospective customers and partners to understand and develop current and future requirements for product.
• Define and document use-cases from key customers across the portfolio.

KEY INTERFACES

• Work with the Director of Data and Client Services Manager to inform them of customer requirements and potential pain points in the database 
• Work with the sales/account management teams to ensure performance against new business, retention, and client service targets.
• Provide customer feedback and insight to the relevant teams regarding product, content and messaging development.
• Maintain close communication with the global data operations, sales, marketing and finance teams.
• Your decisions and suggestions should consider the impact on the other areas of the company, and you should be aware of the impacts (both positive and negative) that it may have on those departments.

KNOWLEDGE, EXPERIENCE AND SKILLS

• 5+ years of demonstrable history of success in a customer-focused position.
• Extensive experience of understanding supplier contracts and relationships.
• Experience of conversing in English with clients in varied functions and levels of seniority in global financial institutions.
• Experience of assessing customer requirements and extensive problem-solving capabilities.
• Deep knowledge of derivatives and data.
• Exceptional reporting and data analysis skills.

ATTRIBUTES 

• Self-driven, results-oriented individual, with a positive outlook.
• Obsessed with customer value.
• Adaptable and relishes new challenges.
• A natural forward planner who critically assesses own performance.
• Ability to focus on business growth and key metrics that define success.