Assistant Manager, Client Support (Capital Markets)
Full time
at S&P Global, Inc.
in
Philippines
Posted on March 27, 2024
Job details
About the Role:
Grade Level (for internal use): 09 Role: Assistant Manager (Capital Markets) Grade Level: 9A (Internal Use Only) Team: The S&P Global Market Intelligence Client Services teamis a part of theCME Groupwithin S&P Global Market Intelligence. As a team,our goal is to deliver an exceptional client experienceto support sales and retention effortsworking closely withcommercial teams, product, content, technical, and with our CS counterparts around the globe to ensure that our clients are supported around the clock. As anAssistantManager, you will leada diverse and energetic team ofCSassociates, to support them in their rolesandprovide guidance on their career development with us.You will work closely with CS Managers regionally and globallyon projects such as coverage, trainings , automation, improving operations/processes and more. Impact:- Client Services Excellence: Ensureclient retentionisachievedbasedon best-in-class service.Exceed survey favorability targets set by the business to measure client satisfaction on Quality and Speed.Takeownership of our Commercial vision and cultural values.
- Showcase our Data and industry Expertise – lead the training efforts for the CS teams in Manila and ensure 24x7 client support coverage on phone,chat,and emails.
- Development and talent retention: Be an active member of the recruitment cycle, set high people standards, coach for highperformance,and export talent.
- Develop and manage the support team to ensure that associates meet/exceed their client satisfaction andproductivity-relatedKPIs. Also ensure that your direct reports have thenecessary tools, training,and support to become experts on the CIQ and CIQ Pro platforms, Excel,data,and research.
- Lead and developmembers of theManilaCapital Markets Client Services team with specialization indifferent CIQ and CIQ Pro products and industries.
- You will have a prime opportunity to contribute to thought leadership as we go about the transition toCapital IQ Pro.
- This position will be working with multiple levels of the team. Due to frequent interactions with Data and Product Management, Relationship Management, Sales, and MarketingTeams, this is a highly valuable role with growth potential. Global nature of the role: work with clients and internal colleagues from around the world.
- Ensure the highest levels of client satisfaction and other KPIs are achieved in relation to the yearly team and global goals.
- Maintain and create performance and productivity reports.
- Talent and performance management: Set high people standards , coach for high performance, and export talent. Create and sustain strong competencies across APAC Client Services building autonomy,empowerment, and accountability.
- Identify training needs, design curricula, deliver and administer team trainings . Ensure that the team has the necessary tools,training, and support to become experts on the functionality, data, and research.
- Client Services managers must understand client applications and needs when making policy decisions.
- Talent acquisition: Be an active member of the recruitment cycle. Recruit and onboard associates on an as-needed basis.
- Ensure that there are no coverage gaps.
- Facilitate product and system migrations.
- Role Modeling: Display the attitude, values, and practices that support the process of continuous learning and development for you and your team members. Professional development includes team building, time management, and skills required to progress your and your direct reports’ career.
- Minimum BSc or BA degree. Familiarity and interest in financial markets.
- Passionate about product and customer support including delivering training to end-users.
- Experience as a team leader or manager, including experience in recruiting, conducting performance reviews, advising staff, and assisting with professional growth and developmentwould be an advantage. Mentoring and coachingskills to groomassociates to be better versions of themselves.
- Excellent communication skills, both written and verbal (English), training and presentation skills
- Good working knowledge of Excel and other Office applications.
- Ability to effectively multi-task in a fast-paced environment and must possess the ability to work independently and to be a self-starter. Must have strong organizational and time management skills.
- A team player who is willing to take on a wide variety of tasks.
- Solution-oriented: Detail-oriented and possesses strong critical thinking skills.
- Flexible to work on varying shifts.
- Required: Experience in leading a Client Support team/Experience in mentoring and coaching associates; Intermediate knowledge on Finance and the markets; ability to train on product functionality and processes.
- Desired: Background/strong knowledge of S&P Global Market Intelligence products and services.
- 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.
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.