Job Description

Your key responsibilities:

• You will outreach to client teams based on analysis of generated and customised reports and take responsibility for ensuring all queries are resolved to suitable completion
• Provide guidance on local policy and leading practices
• Facilitate training for client serving team on Mercury and effective financial management practices
• Contribute to continuous improvement by sharing knowledge and providing support to other team members across borders, service lines, and industries and constantly leverage leading practices
• Review open items in ServiceNow (ticketing system), prioritise follow up activities and schedule engagement team meetings for the week.

Spend scheduled time 'on the grid', taking calls / chats from client servers - which includes activities such as:

• Reviewing pricing plans
• Advising on service line GDS leverage targets
• Ensuring engagement teams are properly prepared for client negotiations from a financial perspective
• Advising on how to select the correct client entity for opportunities
• Explaining downstream impacts of different user choices required by Mercury
• Provide instruction and guidance on estimate to complete (ETC) processes and corresponding financial impacts

Analytic and Decision Making Responsibilities:

• Make relevant decisions to ensure client servers receive a timely and accurate response such that questions / issues are resolved in a one-stop basis where possible - and where that is not possible, escalated to the appropriate functional expert quickly and effectively.
• Manage new user lack of knowledge / frustration and direct the interaction to the best outcome for the end-user, leveraging strong soft skill abilities and global mindset to adapt personal style where needed
• When working on client server portfolios, leverage system and finance expertise to prepare the discussion: making judgments regarding the topics to address and their prioritisation - understanding when to reach out to other functional experts in order to help prepare for the interaction.

Skills and attributes for success:

• Professional approach with a strong understanding of the client server perspective and able to view issues empathetically
• Ability to solve problems and provide a credible solution
• Confident to challenge where appropriate
• Strong analytical and numeracy skills, with a high degree of accuracy and attention to detail
• Vigorous time management skills and able to balance multiple priorities by considering risk, importance and level of urgency
• Eagerness to learn quickly, be proactive and share knowledge
• Experience in translating technical system "jargon" into business relevant terms so that concepts are understandable to client serving teams
• Well-developed listening skills to provide focused advice, combined with the capability to apply judgment and seek guidance when escalation to a functional expert is appropriate
• Excellent written, oral and virtual communication skills with the confidence to assist with delivering presentations, training material and knowledge sharing
• Assurance to deliver challenging messages and drive communication to a mutual understanding in a professional manner
• Demonstrate the ability to become an effective change advocate

To qualify for the role you must have:

• Experience working with customers remotely
• 2 years experience minimum in a finance based role
• Used to working in a fast paced environment with a strong work ethic
• Ability to interact well with people at all levels within the firm and build strong relationships
• Strong IT skills - Word, Excel, Outlook, Powerpoint and SharePoint
• Desire to thrive in and adapt to a fast changing and high activity environment

Ideally you'll also:

• Either have a finance related degree, be studying for an accountancy qualification or experience working for a professional service or consultancy environment
• Be innovative, confident and creative thinker with ability to make quick decisions
• Have the ability to think on your feet, use initiative and judgement to make informed decisions

What we look for:

You will be an experienced Trusted Business Advisor with a passion for providing exceptional client service to your stakeholders whilst maintaining high levels of customer service for internal stakeholders.

Required Knowledge, Skills, and Abilities

• Professional approach with a strong understanding of the client server perspective and able to view issues empathetically • Ability to solve problems and provide a credible solution • Confident to challenge where appropriate • Strong analytical and numeracy skills, with a high degree of accuracy and attention to detail • Vigorous time management skills and able to balance multiple priorities by considering risk, importance and level of urgency • Eagerness to learn quickly, be proactive and share knowledge • Experience in translating technical system "jargon" into business relevant terms so that concepts are understandable to client serving teams • Well-developed listening skills to provide focused advice, combined with the capability to apply judgment and seek guidance when escalation to a functional expert is appropriate • Excellent written, oral and virtual communication skills with the confidence to assist with delivering presentations, training material and knowledge sharing • Assurance to deliver challenging messages and drive communication to a mutual understanding in a professional manner • Demonstrate the ability to become an effective change advocate • Experience working with customers remotely • 2 years experience minimum in a finance based role • Used to working in a fast paced environment with a strong work ethic • Ability to interact well with people at all levels within the firm and build strong relationships • Strong IT skills - Word, Excel, Outlook, Powerpoint and SharePoint • Desire to thrive in and adapt to a fast changing and high activity environment • Either have a finance related degree, be studying for an accountancy qualification or experience working for a professional service or consultancy environment • Be innovative, confident and creative thinker with ability to make quick decisions • Have the ability to think on your feet, use initiative and judgement to make informed decisions You will be an experienced Trusted Business Advisor with a passion for providing exceptional client service to your stakeholders whilst maintaining high levels of customer service for internal stakeholders.