Model Specialist

Job Description

Key Responsibilities:

• Achieve and/or exceed second line client service success metrics in regards to managing and resolving client inquiries in area of domain expertise;
• Consistent use of all available RMS tools, processes and systems to ensure efficient management of the client interaction and data flows;
• Monitor the progress of client enquiries to ensure and confirm final resolution internally and externally, including ensuring the final resolution fully meets RMS standards;
• Manage client expectations throughout resolution process;
• Perform advanced analysis/diagnosis of client systems and data and understand model results, implications, causation factors, interdependencies, etc. to drive the right set of actions for RMS and our clients;
• Monitor case activity for assigned cases and in area of expertise collaborate with other teams and functions within RMS to drive continual improvement in second line problem resolution;
• Document support case details and findings in Case Management Systems and Knowledge Management System to enable learning and continual improvement;
• Analyse client and case data to determine trends, client needs and proactive actions including the creation of timely Frequently Asked Questions (FAQs);
• Partner with other Specialists, Analysts, Account Managers, Knowledge Centre managers/ leaders and other Models & Data team, such as Model Product Management, Model Development, Model Knowledge Management to resolve cases as necessary - especially on case escalations;
• Populate and update self-service portal with knowledge management content so that clients can access information proactively that helps to answer questions or resolve issues;
• Participate in and proactively lead Client Service Projects in support of specific client needs.

Knowledge Management and Training

• Create and develop a systematic way of propagating specific model knowledge across the client facing organizations, thereby increasing client responsiveness and improving service quality;
• Facilitate and own the training and knowledge transfer actions in specified model domains for the Knowledge Centre, creating content for on boarding or advanced learning needs;
• In collaboration with Account Managers, build knowledge of our clients and their business environment (i.e. objectives, challenges, work processes, economic environment etc.);
• Develop deep domain knowledge in the area of expertise & key advisor on best use of our models internally & externally;
• Own and maintain domain content of all cases in specified area to ensure all client resolutions meet RMS standards.

Cross-functional Collaboration

• Responsible for disseminating new knowledge or feedback of product/service related issues to other RMS functions or clients as necessary;
• Collaborates closely with the RMS training functions and Product Management teams to ensure high quality training and knowledge system content and collateral;
• Contribute/lead specific knowledge transfer sessions in area of expertise with global colleagues to create continuous domain knowledge exchange;
• Possess the ability to represent/lead teams with cross-functional activities;
• Ability to attend and participate at client meetings as needed - this may involve travelling to other European locations.

Qualifications and Experience:

• Must possess a quantitative BS/MS/ or PhD degree ideally in Earth sciences;
• Proven product-support related experience with proficient knowledge of support processes and systems is essential;
• Strong professional track record and experience in the areas of Climate or/and Earthquake modeling highly desired;
• Knowledge of risk or catastrophe modeling is highly desired;
• Prior knowledge of RMS products and models will be preferred;
• Superior problem-solving aptitude and skills and willingness to learn new technologies is essential;
• Excellent client facing and communication skills (in English) required, ideally gained within a client facing environment;
• Possess knowledge of MS Office (Excel, Access, PowerPoint, Word) and data mining tools to process databases;
• Ability to work both independently and as a team; Knowledge of another European language is a plus

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Keyskills :
modeldevelopment financialmarkets commercialmodels managementsystem productmanagement clientinteraction managementsystems problemresolution knowledgetransfer knowledgemanagement rvicequality