Client Success Team Lead at ISS STOXX

Makati City, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Problem Solving, Data Analysis, Team Leadership, Coaching, Financial Markets, Salesforce, JIRA, Process Improvement, Risk Management, Communication, Mentoring, Escalation Management, Performance Management, Workload Distribution, Confidentiality

Industry

Financial Services

Description

Let’s be #BrilliantTogether Overview ISS STOXX is growing! Our global Market Intelligence Team is seeking a Client Success Team Lead to be based at our Makati Office. The Client Success Team Lead is a player‑coach role - managing daily operations of the Manila team while supporting clients across EMEA and North America. It is the first point of escalation, ensuring complex cases are resolved quickly and service standards stay high. If you enjoy building strong relationships, solving problems, working with data, and developing people, this role offers the chance to make a real impact with leading financial institutions while streamlining workflows and strengthening global collaboration. Responsibilities Operational Leadership and Support Oversee daily Client Success operations in Manila, supporting accounts in EMEA and North America. Act as the first point of escalation for complex client issues and service risks. Drive resolution of aging and high‑priority cases with clear ownership and timely follow through. Monitor team workloads in Salesforce/JIRA and help with the distribution of tasks to ensure balanced coverage across regions and time zones. Partner with global teams including Product, Data, Research, Sales, and Relationship Managers to resolve client requests. Client and Risk Management Support in distributing sensitive client reports with strict confidentiality. Review and validate deliverables to ensure accuracy and alignment with client expectations. Spot risks, trends, or recurring issues and recommend actions to address them. People Leadership and Coaching Act as a player‑coach by managing a portfolio of cases while mentoring team members. Provide daily guidance, feedback, and coaching to improve case handling and communication. Support onboarding of new team members through process walkthroughs and shadowing. Reinforce team standards around responsiveness, professionalism, and documentation. Process Improvement and Reporting Identify process gaps or inefficiencies and recommend improvements. Help document and standardize procedures, playbooks, and escalation paths. Track and report on key metrics such as case aging, escalation volume, and turnaround times. Lead the process of generating and analysing usage reports to deliver actionable insights for stakeholders. Stakeholder Communication Provide timely updates on escalations. Represent the Manila team in cross‑functional discussions when needed. Ensure consistent messaging and service delivery across EMEA and North America. Qualifications Bachelor’s degree in Finance, Economics, Information Technology, Computer Science, or any related field. At least 5 years of leadership experience in Financial Services Operations. Proven ability to lead teams, drive performance, and consistently meet service-level agreements (SLAs). Strong knowledge of financial markets and experience in client support with a focus on serving the North America region. Skilled in analyzing complex and solving problems, and handling client escalations. Amenable to work nightshift (9 PM- 6 AM, Manila Time) at Makati City Amenable to work in a hybrid working arrangement (3 days onsite work per week) #LI-NS1 #MIDSENIOR #MIN What You Can Expect from Us At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally. Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success. Let’s empower, collaborate, and inspire. Let’s be #BrilliantTogether. About ISS STOXX ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. ISS Market Intelligence (ISS MI) is a leading provider of data, insights, and market engagement solutions to the global financial services industry. ISS MI empowers asset and wealth management firms, insurance companies, distributors, service providers, and technology firms to assess their target markets, identify and analyze the best opportunities within those markets, and execute on comprehensive go-to-market initiatives to grow their business. Clients benefit from our increasingly connected global platform that leverages a combination of proprietary data, powerful analytics, timely and relevant insights, in-depth research, as well as an extensive suite of industry-leading media brands that deliver unmatched market connectivity through news and editorial content, events, training, ratings, and awards. Visit our website: https://www.issgovernance.com View additional open roles: https://www.issgovernance.com/join-the-iss-team/ Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements. Let's empower, collaborate, and inspire one another. Let's be #BrilliantTogether! ISS STOXX GmbH, through its group companies, is a leading provider of comprehensive and data-centric research and technology solutions that help capital market participants identify investment opportunities, detect qualitative and quantitative portfolio company risks, and meet evolving regulatory requirements. With roots dating back to 1985, we today deliver world-class benchmark and custom indices across asset classes and geographies and serve as a premier source of independent corporate governance, sustainability, cyber risk, and fund intelligence research, data, and related offerings. Our products and services give clients the scale and leverage they need to grow their business more effectively and efficiently. ISS STOXX, which is majority owned by Deutsche Börse Group, is comprised of more than 3,400 professionals operating across 33 global locations in 19 countries. Its approximately 6,400 clients include many of the world’s leading institutional investors who turn to ISS STOXX for its objective and varied offerings, as well as companies focused on ESG, cyber, and governance risk mitigation as a shareholder value enhancing measure. Clients rely on ISS STOXX’s expertise to help them make informed decisions to benefit their stakeholders.

Responsibilities

The Client Success Team Lead will oversee daily operations of the Manila team while managing complex client issues and ensuring high service standards. They will also mentor team members and drive process improvements.