About the Role:

Grade Level (for internal use):

09

Grade Level: 09

The Team: We’re a global team that is responsible for supporting and training our diverse clients on the Financial Institutions Group (FIG) solutions available on S&P Global CapIQ Pro by holding investigative conversations & driving product usage. Being present in the U.S, Pakistan, Philippines, India, Buenos Aries and United Kingdom makes it a truly global team. Members of the team get to learn in-depth industry knowledge and develop technical skills. You will also work with different teams inside the organization across many functional areas (Sales, Relationship Management, Technology, Content & Product management etc). 

  

The Impact: Our relentless pursuit of excellence results in deep relationships with clients and helping them get the most out of our business intelligence tools. As the face of the organization, your typical day requires you to support associates who assist in client queries by leveraging your working knowledge of the CapIQ Pro platform, your knowledge of Financial Institutions industries, and your expert soft skills honed from working with clients. Your role in developing their talent and their careers play a very vital role in our organization. Our work directly impacts the client’s experience with CapIQ Pro. 

  

What’s in it for you: You will be working directly with our team of tech-savvy, client-focused professionals who support our solutions for FIG users.  

Responsibilities: 

• Support Coverage– Ensure uninterrupted 24/7 support coverage of the team, proactively reaching out and communicating with other geographies to ensure there are no gaps in coverage. This also involves managing the weekend support coverage. 
• Daily Case and Queue Management – Managing Fig queue to reduce case escalations and ensuring there is ample support available on CXengage.  
• Review stats on a monthly and quarterly basis. – Be well versed with Salesforce and CXengage reporting to ensure you are able to create dashboards and reports to keep an eye on the performance levels of the team.  
• Follow up on surveys – Reaching out to clients on unfavorable surveys or comments to ensure enhancement requests and learning opportunities are recognized and acted on.  
• Ensure customer experience through maintaining quality assurance practices and provide feedback to associates for development. 
• Team Meetings – Organize team meetings and come up with meaningful agenda to ensure everyone is aware of recent events and to boost team morale.  
• Training facilitation – Being able to set up training and oversee a healthy learning environment. Be the first POC for the team for any issues the team might be facing.  
• Onboarding – Be an active part of the onboarding process to ensure effective integration for the newer members of the team.  
• Performance – Managing the team to KPIs. Coach associates where necessary, escalate matters to Management where required. Also, keep an eye on cases to ensure that they logged correctly and in line with the guidelines within the Salesforce manual. Identify where cases not escalated correctly and follow up with associates accordingly.  
• Recruiting – Being an active part of the recruiting process of the team. 
• Team Morale – Ensure the team is feeling engaged and motivated by keeping lines of communication open. Ensuring recognition for all above and beyond efforts.  
• Identify areas of improvement; coach and mentor Associates as needed. Give constructive feedback and develop associates. 
   

What We’re Looking For:   

• Basic Qualifications:  
• Advanced knowledge of Market Intelligence product 
• Minimum 3 years of working experience in client services role 
• Strong knowledge of the the S&P CapIQ Pro services model 
• Working experience with internal tools, such as CTS, WEST and DMS etc 
• Ability to provide constructive feedback and demonstrate training capabilities  
• Conflict resolution  
• Lean mindset  
• Being able to think Global, act local  
• Strong comprehension, oral and written interpersonal skills  
• Extraordinary work ethic and self-motivation  
• Deep understanding of and proficiency in MS Word, MS Excel and MS PowerPoint.  
• An ability to present or discuss an analysis of the problem at hand and its possible solution(s) with partners of all levels  
• Fluency in Salesforce and Cxe reporting 
• Flexible to change in a dynamic environment 

 
Preferred Qualifications:  

• Understanding of the content procedures and how the data flows into the product 
• Understanding of Financial Institutions industry 
• People management experience in client facing team 
• Basic knowledge of SQL will be a plus

About S&P Global Market Intelligence

At 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, Partnership

At 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-summaries

Diversity, 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.
 

10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.1 - Middle Management Tier I (EEO Job Group)