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MI Analyst in London at Computershare, Inc

Date Posted: 11/3/2018

Job Snapshot

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Job Description

To provide accurate management level reporting on Client Management and Business Development activity, to the senior leadership team. To effectively support the sales team in operational activities and special projects as required.
Client Management & Business Development Reporting
  1. Clients out of contract analysis and reporting: reminders sent weekly for CMs to update the tracking spreadsheet; calls scheduled and held weekly firstly with Client Managers and now Associate Directors, to discuss key updates and challenges; summary sent to Director of CM&BD and Associate Directors after the meetings; progress tracked through MI report and other management updates. Currently BAU until 100% of clients are under contract.
  2. Quarterly and client satisfaction annual survey tracking and reporting: daily tracking of client responses to survey, updating the tracking spreadsheet and CRMoD; daily email to Client Management team with response information and a brief summary; encouraging CMs to follow up with clients to increase response rates; compiling survey scores following the close of the survey window; updating presentations and reports with overall NPS scores, and team-specific and CM-specific scores.
  3. Overdue invoices tracking: tracking the status of overdue invoices, to receive prompt payment and avoided losses on the company P&L; weekly email updates to detail status and amounts of overdue debt; monthly call to discuss status of invoices, expected payment dates, and any outstanding action points.
  4. Maintaining the Client Matrix and other key documents: maintaining and updating a central datasheet with key client information (client status, location, financials, status of new product rollout, NPS scores, contract status, …); ensuring the information is current and correct; working with CMs and ADs to receive regular updates to data; reaching out to Finance and Product to fill in missing data or update data that is no longer current.
  5. Tracking client meetings and call reports: records kept of all client meetings, advisor meetings, industry events; following up with CMs and ADs to add in any missing meetings; tracking call reports and recording whether correct procedures and timescales are being adhered to; distribution list created to ensure all key stakeholders receive the Call Reports; SharePoint page created to store all Call Reports.
  6. Tracking active client references: recording whether or not a client is an active reference, via NPS scores or information from Client Managers; tracking and analysis of progress over time; reaching out to Client Managers to confirm status for clients who are not marked as references
  7. Tracking Clients at Risk (CAR): sending out regular notifications, to ensure Client Managers update the CAR files on SharePoint; taking minutes at monthly CAR meetings and making any changes to CAR status; updating the tracking spreadsheet and creating a PowerPoint document to summarise movement; tracking long term changes in CAR status to aid with Director of CM&BD’s CAR strategy and client retention.
  8. MI reporting and analysis: monthly reports compiled to detail CM and BD activity, including breakdown by CM and by AD, detailing clients managed, revenue managed, contract/Reporting Suites/CAR status for clients; bi-annual reports created for Managing Director for Plans EMEA and CEO of Plans UCIA, detailing client contract status and recent signatures, business development, staff updates, client meetings, CAR, …
  9. Client Due Diligence: tracking and ensuring that CDD is completed by Client Managers by the required deadline; checking for trigger events that require additional CDD; assisting with CDD completion when necessary.
  10. CRMoD projects: ensuring key data is added to CRMoD by Client Managers by the required deadlines; assisting with CRMoD queries; using CRMoD to run reports when necessary.
  11. Escalations: escalating any gaps in reporting to the Associate Directors and then to Director of CM&BD.
  12. Ad-hoc data requests: providing key statistics – including but not limited to – the information detailed above, upon request; providing monthly risk data to Compliance; providing detail on contract renewals and client terminations to Finance; providing contract detail to Legal.
  13. Risk champion & Client Due Diligence Champion: attending Risk Champion meetings; inputting key departmental risks and risk controls into the ACE system; quarterly self-assessment testing completed on risk controls; responsibility as risk owner and/or risk manager for certain controls.
Client Management & Business Development Administration
  1. Supporting the sales team: maintaining appointment schedules by planning and scheduling internal and external meetings and teleconferences; travel arrangements from reservation through to check in, making hotel reservations, booking taxis; organising travel documentation; filing and retrieving documents and reference materials; recording and distributing meeting notes; submitting procurement requests for new software and equipment, as well as the maintenance thereof; sending a daily morning report with reminders and action points.
  2. Client presentations and documents: maintaining and improving a template PowerPoint deck for Client Managers to use for their presentations, as well as regularly updating the content; maintaining and improving a user guide to assist with producing presentations (finding the required data, formatting, corporate branding guidelines); assisting with high-profile client presentation decks for important meetings and RFPs (both for Computershare clients and for industry events); templates for Action Log, meeting agenda, CAR slides created and distributed to Client Managers, as well as shared on SharePoint.
  3. Planning and scheduling internal meetings: reaching out to key stakeholders in other departments so that they can provide updates to the Client Management team on new products and services; scheduling calendar invites; organising hospitality; booking conference rooms; sending out meeting agendas ahead of time.
  4. Training and development: organising and running internal PowerPoint and Excel workshops for Client Managers (planning all training materials, scheduling training sessions,  organising follow up sessions); registering for external training webinars (e.g. Tapestry) then sharing these sessions with the CM team; ad-hoc sessions for specific products such as OneNote or Outlook.
Skills/ Experience
  • Proficient in MS Office suite – specifically Microsoft PowerPoint, Excel and Outlook
  • Ability to work both independently and as part of a team
  • Industry knowledge
  • Experience of MI analysis and the ability to make improvements
  • Significant experience in planning and managing workload to meet deadlines
  • Organisation skills - ability to work on multiple projects and items with varying timescales at once, good time management, ability to prioritise workload
  • Strong literacy and numeracy skills
  • Ability to identify and solve problems


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