GBBC Member Careers

Senior Manager of Index Client Services



Customer Service
Rockville, MD, USA
Posted on Friday, August 11, 2023
The Nasdaq Index business is seeking a Senior Manager (Client Services) to join our growing team, to be a key piece of support that we provide to some of the largest financial institutions worldwide.

Nasdaq calculates thousands of indexes that are utilized across numerous investment vehicles globally including our flagship Nasdaq-100, thematic exposures, quantitative strategies (i.e., for income generation, alpha generation, factor exposures, or defined outcomes), ESG, and nascent markets.

This role will be responsible and accountable for managing and developing a global team of index client services professionals. Index Client Services is our first port of call for market participants around the world for questions they may have on our indexes and associated services.

Your team will be responsible for providing efficient and high-quality client services to some of the world’s leading financial institutions. Provide pre-sales and post-sales service to clients. Responsible for continuing development and improvement of the client services function with the overall objective of shortening client response time and increasing service quality. This team is responsible for both technical and non-technical support.
  • Manages a global team of professionals responsible for addressing day-to day client issues and inquiries regarding Index products, and proactive client communication.
  • Collaborates with internal teams to ensure client inquiries are being addressed, and if required mitigated.
  • Works closely with the Index Strategic Relationship Management team, to ensure clients’ inquiries are properly being addressed and escalated.
  • Responds to unresolved production support issues and participates in analysis and resolution.
  • Aids employees in the goal setting and performance review processes; performs other talent management and development decisions as needed.
  • Motivates, develops, recruits, and retains employees while rewarding and cultivating a culture of high performing teams.
  • Takes accountability for the performance and results of a team within own discipline, plans and implements procedures and systems, utilizing best practices, to maximize operating efficiency.
  • Allocates resources and assigns responsibilities for projects and assignments, checking status regularly.
  • Reviews performance data to monitor and measure productivity, goal progress and activity levels.
  • Ensures common client themes are being identified and escalated, to determine if any enhancements need to be made.
  • Writes or supervises the preparation of operational and user documentation.
  • Supports Head of Index Client Experience with ad-hoc special projects.

You will need the following skills and experience:

  • Bachelor’s degree, preferably in business, finance, or marketing/sales or relevant experience
  • Minimum 8 years’ experience, including at least 5 years working with Indexes or Asset Managers
  • Minimum 2 years’ experience of people management
  • Excellent Communication Skills (written and oral)
  • Works Well across Business Lines
  • Creative in Problem Solving / Idea Generation
  • Comfortable presenting

And it would be great if you had:

  • Proficient in SQL
  • Proficient in Jira and Confluence or related tool
  • Proficient with Salesforce or related too

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.

In addition to base salary, Nasdaq offers significant other compensation (annual bonus/commissions and equity), benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq’s programs and rewards are intended to allow our employees to:

  • Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
  • Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
  • Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
  • Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
  • Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.