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Real Estate Client Service Team Leader - Monterrey, NLE

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About MSCI
For more than 40 years, MSCI’s research-based indexes and analytics have helped the world’s leading investors build and manage better portfolios. Clients rely on our offerings for deeper insights into the drivers of performance and risk in their portfolios, broad asset class coverage and innovative research. Our line of products and services includes indexes, analytical models, data, real estate benchmarks and ESG research.  MSCI serves 98 of the top 100 largest money managers, according to the most recent P&I ranking.

For more information, visit us at www.msci.com

 

POSITION OVERVIEW:
The Real Estate Client Service Team Leader will be responsible for establishing the client service function within the Americas Real Estate Client Coverage organization and will initially manage one client service analyst. The MSCI Global Client Service team is composed of experienced financial professionals that provide reactive and proactive support for our clients around the world.   Success in this role will present opportunities to develop a career as a Client Consultant or Sales Specialist within MSCI’s broader client coverage team.
 
Team members are responsible for owning all aspects of client servicing which includes responding to a wide variety of methodology, usage, interpretational, and technical questions on both analytical and benchmark products. Client contact is primarily via telephone and email, but occasional travel may be required for on-site presentations or trainings. Client Service Specialists work closely with account managers and consultants to develop and maintain client relationships.
 
This role requires experience of the real estate sector, and ideally MSCI Real Estate products, and the ability to create close working relationships with DCS in Monterrey and Client Consultants and Sales Specialists based in the Americas.
 
RESPONSIBLITIES:
  • Provide premium service to assigned accounts
    • Answer detailed client inquiries about MSCI Real Estate products and methodology
    • Participate in developing client relationships through proactive follow up on issues raised
    • Maintain relationships by ensuring relevant product and methodology information is shared with clients
    • Lead regular calls with important accounts to cover outstanding issues and giving updates
    • Contribute to producing service reviews and service plans that support client renewal initiatives
    • Execute onboarding and training of Clients
    • Provide 100% ownership (to resolution) of support issues from important accounts within assigned segment
       
  • Act as a source of leverage for client consultants
    • Work with a defined team of Consultants, with high levels of effective communication
    • Provide full ownership of account servicing
    • Become a subject matter expert on real estate products and services
  • Establish Client Service team
    • Work other teams – particularly Client Coverage and DCS – to establish the precise role of Client Service within the Americas Real Estate business
    • Train up new Client Service Analysts
  • Proactive Agent of Positive Change
    • Championing process changes to improve Client Experience and Efficiency
    • Developing others by knowledge sharing throughout the organization
    • Proactive Contributions in team meetings/discussions and broader organizational projects
DESIRED EXPERIENCE AND QUALIFICATIONS:
  • Strong analytic, quantitative, and problem solving skills
  • Deep understanding of performance analysis and benchmarking methods
  • Demonstrated understanding of real estate investment
  • Proactive and highly motivated, track record of challenging self and others to anticipate future trends and creatively capitalize on opportunities
  • Ability to develop value-added contributions to both internal and external clients
  • Excellent communication skills, ability to articulate complicated concepts or methodologies verbally and in writing to senior management and clients
  • Strong organizational skills with the ability to handle multiple projects under tight, short-term deadlines
  • Dynamic, track record of excelling in an environment of ambiguity by quickly adapting behavior and work methods to adjust to multiple demands and shifting priorities
  • Teamwork, ability to work efficiently with diverse cultures on a global team and knowing when to involve appropriate colleagues in projects regardless of function or location.
  • MBA, Master’s Degree and/or CFA highly desired
  • 5-7 years’ experience in Financial Services
  • Willingness to travel
Job Number:
Location:
Job type:
Category:
170000A4
Monterrey, Mexico
Full Time
Operations
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