S&P Global Market Intelligence - Client Operations
TheRole: Assistant Manager, Client Support (CIQ).
Grade ( relevant for internal applicants only ): 9
The Location: Buenos Aires, Argentina.
The Team: The S&P Global Market Intelligence Client Services team is a part of the CME Group within S&P Global Market Intelligence. As a team our goal is to deliver an exceptional client experience to support sales and retention efforts working closely with commercial teams, product, content, technical and with our CS counterparts around the globe to ensure that our clients are supported around the clock.
As an Assistant Manager, you will lead a young, energetic team of CS associates, to support them in their roles and provide guidance on their career development with us. You will work closely with CS Managers regionally and globally on projects such as coverage, trainings, automation, improving operations/processes and more.
Work schedule (Time shift): from 7 AM to 4 PM or from 8 AM to 5 PM
Client Services Excellence: Ensure client retention is achieved based on best-in-class service. Exceed survey favorability targets set by the business to measure client satisfaction on Quality and Speed. Take ownership 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 high performance, and export talent.
Develop and manage the support team to ensure that associates meet/exceed their client satisfaction and productivity related KPIs. Also ensure that your direct reports have the necessary tools, training, and support to become experts on the CIQ platform, Excel, data, and research. Later on, transitioning them to Capital IQ Pro/Project Smart Move.
What's in it for you:
Lead and develop members of the Buenos Aires CIQ Client Services with specialization in different CIQ and CIQ Pro products and industries.
You will have a prime opportunity to contribute to thought leadership as we go about the transition to Capital IQ Pro Smart Move.
This position will be working with multiple levels of the team. Due to frequent interactions with Data and Product Management, Relationship Management, Sales and Marketing Teams, this is a highly valuable role with potential for growth. 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 you and your direct reports' career.
What We're Looking For:
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 development would be an advantage. Mentoring and coaching skills to groom associates 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.
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.
S&P Global delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you'll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.
S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work.
S&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.