Client Service Analyst – Investment Platforms

Company:

Mercer

Description:

We are seeking a talented individual to join our MAPS team, part of our People and Investments business at Marsh. This role will be based in Lisbon. This is a hybrid role that has a requirement of working at least three days a week in the office.

The Mercer Analytics and Portfolio Solutions (MAPS) team is part of Marsh Wealth and manages all institutional and wealth management clients that subscribe to Mercer’s proprietary investment tools. The tools are cloud-based platforms that deliver Mercer’s intellectual capital and analysis to over 400 clients globally.

MercerInsight is our proprietary platform offering our clients and internal consultants access to fund ratings, research, data and analytics on a range of public and private market asset classes.

The Client Servicing Analyst role supports Mercer’s 2,500 internal consultants that use MercerInsight and provides ongoing frontline support and training for these investment tools. The role offers the opportunity to work with the full spectrum of Mercer’s intellectual capital teams including Investment Consulting, Investment Strategy Research, Operational Due Diligence, and Environmental, Social & Governance.

Over time, the role will also evolve to service external MercerInsight subscribers as well as clients that subscribe to additional products and platforms.

We will count on you to:

The Client Servicing Analyst is responsible for providing a high level of client service to internal consultants and clients globally. To fulfil this role, the Analyst will:

Core Support & Troubleshooting

• Provide frontline resolution and troubleshooting for technical and functional queries relating to the MercerInsight platform, responding efficiently and managing client expectations transparently.
• Investigate client functionality issues, identify root causes, and propose practical, scalable, and sustainable solutions.
• Monitor and analyse query patterns to inform ongoing platform development, training opportunities, and process improvements.

Technical Enablement & Growth

• Support user set-up, onboarding, and complex functionality requests.
• Collaborate with our team of fund researchers on research management tools.
• Guide consultants through project transitions from the legacy MercerInsight platform to our new system, in alliance with eVestment.
• Deliver demonstrations showcasing the strategic value of our investment tools.

Strategic Collaboration

• Work alongside several internal business lines to support client deliverables, retention, and new business.
• Contribute directly to product development.
• Expand support to external clients.

• Support the development and rollout of new MAPS solutions as they come to market.

What you need to have:

• Excellent verbal and written communication skills in English (C1/C2). 
• Experience working in fast-paced environment where priorities shift and multitasking is expected.
• Demonstrated ability to solve problems independently and collaboratively, with a track record of identifying creative solutions.
• Proven client service aptitude - you understand that great support is both technical and relational.
• Strong analytical skills with meticulous attention to detail.
• Ability to build and maintain strong relationships across cultures and organizational levels.
• Genuine curiosity and eagerness to learn; you view challenges as opportunities to grow.
• Bachelors or master’s in finance, Business, Economics, or similar (desirable but not mandatory).
• Prior knowledge of the institutional and/or wealth management investment industry is preferred.
• Knowledge of financial platforms such as eVestment Analytics is beneficial.
• Hold the CFA Investment Management Certificate or willing to work towards completing it in the future.

What makes you stand out:

• The ability to learn quickly and not be deterred by knowledge gaps.
• Taking initiative and asking incisive questions to stay on track.
• Adapting to changing priorities without losing focus on quality.
• Building relationships naturally and working well across teams.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.