Client Support Specialist

About the Role:Grade Level (for internal use):11About the Role:The Team:S&P Market Intelligence Software Solutions (SwS) Division provides Solutions for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. This role sits within the Hosted Solutions and Product Support function in SwS. We are responsible for day-to-day service delivery of our hosted software solutions, specifically WALL STREET OFFICE (WSO). The team co-coordinate and liaise with stakeholders internally and externally from junior analysts to C-suite executives.Responsibilities and Impact:The Service Delivery Managers will play a vital role, overseeing a range of functions to facilitate the delivery of superior service, leveraging consistent processes and tools to proactively monitor service delivery, and take ownership of critical incidents and escalations, coordinating with resolution parties and establishing effective communications between the client and our SMEs.

The role is dynamic and provides a fantastic opportunity to build a solid career solving complex problems and working with some of the world’s top tier financial institutions.

You will be trained on the WSO applications, and in the informational needs of modern financial institutions

This function is relatively new to S&P so there is lots of scope for this individual to shape and define the role and have significant impact

Responsibilities:

Responsible for managing a dynamic cross-region team

Responsible and accountable for Client Communication in Day-to-Day operational delivery; including Change/ Technology/Product/ Support requests, across multiple clients

Responsible for understanding, agreeing, and managing Client priorities, whilst feeding into relevant internal process(es) in accurate and timely manner

Responsible for driving and facilitating internal collaboration to establish proactive Service Improvement, Client Action plans, Root Cause Analysis (RCA), and post-mortem for Incidents or Service Level Agreement breaches

Responsible and accountable for hosting regular reviews with Clients, to provide updates on current activities and operating results

Contribute to continuous improvement and operational excellence in team and wider team.

Compensation/Benefits Information: (This section is only applicable to US candidates)S&P Global states that the anticipated base salary range for this position is 75,395 to $115,914. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.In addition to base compensation, this role is eligible for an annual incentive plan.This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here (https://spgbenefits.com/benefit-summaries/us) .What We’re Looking For: The candidate should have the following qualities and competencies:Basic Required Qualifications:

Experience working in a high-pressure client facing role

Experience project managing or coordinating technology and business delivery as a team player

Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role

Proven ability to think critically and comfortable challenging the status quo for better results

Organized, able to multi-task, and have positive attitude to achieve deadlines

Self-starter with an attention to detail

Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients

Self-motivated; able to work independently with minimal supervision

Senior level role includes but not limited to:

Team Oversight

Developing and enforcing team controls to mitigate risk

Identifying training opportunities for the team

meeting/coordinating with team leads for process improvements

Metrics ownership

Team Presentations

Escalation Calls

Working with leadership to consistently refine, improve and elevate ideas/issues

Communication

Good presentations skills (preparation and delivery)

Excellent oral and written communication skills

(PowerBi, FreshDesk, Macro, Pivot Tables)

Creating and Presenting Slide Decks

Teamwork

Team Player and able to interact with Product, Operations, Delivery, and technical teams in a professional manner.

A team player who is comfortable working at all levels of the business and with external clients

Proven ability to work individually, and in a team environment which spans multiple geographical regions.

Additional Preferred Qualifications:

Direct experience of WSO or Syndicated Loan Market required

Experience liaising with Senior Stakeholders

API knowledge a plus

About S&P Global Market IntelligenceAt S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.For more information, visit www.spglobal.com/marketintelligence .What’s In It For You?Our Purpose:Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.Our People:We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.Our Values:Integrity, Discovery, PartnershipAt S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.Benefits:We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.Our benefits include:

Health & Wellness: Health care coverage designed for the mind and body.

Flexible Downtime: Generous time off helps keep you energized for your time on.

Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summariesDiversity, Equity, and Inclusion at S&P Global:At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.Equal Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.If you need an accommodation during the application process due to a disability, please send an email to:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf   describes discrimination protections under federal law.10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.2 - Middle Management Tier II (EEO Job Group)Posted On: 2024-08-11Location: Dallas, Texas, United States