Client Service Analyst – Investment Platforms

We are seeking a talented individual to join our MAPS team at Mercer. This role will be based in Lisbon. This is a hybrid role that has a requirement of working at least three days a week in the office.

The MAPS team is part of Mercer Wealth and manages all institutional and wealth management clients that subscribe to Mercer's proprietary investment tools. The tools are cloud-based platforms that deliver Mercer's intellectual capital and analysis to over 400 clients globally.

The Client Servicing Analyst role supports Mercer's 2,500 internal consultants that use Mercer Insight and provides ongoing frontline support and training for these investment tools.

The role offers the opportunity to work with the full spectrum of Mercer's intellectual capital teams including Investment Consulting, Investment Strategy Research, Operational Due Diligence, and Environmental, Social & Governance.

Over time, the role will also evolve to service external Mercer Insight subscribers as well as clients that subscribe to additional products and platforms.

We will count on you to:

The Client Servicing Analyst is responsible for providing a high level of client service and administration work for internal consultants and clients globally. To fulfil this role, the Analyst will be:

• Frontline support for queries. Maintaining the central email inbox and responding in a timely manner.
• Monitoring and logging any requests and building analytics on the queries received.
• Assist with administration queries such as user set-ups, as well as more detailed functionality requests and helping consultants build comprehensive analytics projects
• Assist with the transition of consultants away from the legacy platforms to new platforms.
• Building and maintaining relationships with researchers to help them when using the research management tool and being the frontline support for any research management queries.
• Leading on internal demonstrations of new platforms.
• Over time, extend this support to a subset of our external client base to respond to analytics, data and research queries from our fee-paying subscribers
• Provide support to other MAPS solutions as they become available.
• Collaborate with other MAPS team members to develop unique consultant/client solutions with regards to the investment tools and/or Mercer's other offerings
• Assist with client tutorials regarding the utility of the investment tools – internal and external
• Provide input into the ongoing MAPS tools development.

What you need to have:

• Excellent verbal and written communication skills in English (C1/C2).
• Problem-solver, presenting capacity to identify and propose solutions.
• Ability to work along different cultures.
• Ability to create strong relationships with colleagues.
• Proactivity.
• Bachelors or Master's in Finance, Business, Economics,or similar (desirable but not mandatory).
• Demonstrate a proven aptitude for client service.
• Attention to detail and overall focus on "quality" with strong analytical skills.
• Prior knowledge of the institutional and/or wealth management investment industry is preferred.
• Knowledge of financial platforms such as eVestment Analytics is beneficial.
• Holds the CFA Investment Management Certificate or willing to work towards completing it in the future.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.