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Global Head of Client Services

Company: S&P Global, Inc.
Location: New York
Posted on: August 7, 2022

Job Description:

S Dow Jones IndicesThe Role Global Lead, Client Experience TeamThe GradeG13 (for internal use)The Location New York, NY or London, EnglandS Global is seeking a client services expert to join S Dow Jones Indices (SPDJI) as Global Head of the Client Experience Team. In this role, you will lead the Client Experience Team within the commercial organization.The TeamThe Client Experience Team (CXT) provides support to clients 24 hours per day, 5 business days per week. CXT provides email and phone support during local business hours in English, Japanese, Mandarin, Portuguese and Spanish from regionally-based offices in Beijing, London, Mexico City, New York, Sydney, and Tokyo. The team fields over 25,000 client inquiries per year.The ImpactCXT strives to provide the highest level of support to SPDJI clients with the goal of growing revenue market share through the enhancement of the overall client experience. The team supports both global and regional clients, including but not limited to Asset Managers, Asset Owners, Investment Consultants, Insurance Companies, and Investment Banks. Beyond client support, the Client Experience Team also maintains a robust list of client-sourced enhancement requests and prioritizes 2-3 major process enhancements per quarter.What's in it for youYou will lead CXT for the commercial function and you willPersonally oversee the Key Account relationships with your operations counterparts at the largest Global Asset Managers and Exchanges in the worldTake the lead with strategic client relationships in managing incidents and expectationsManage the global teams to ensure we provide the highest level of "concierge" service to SPDJI clients with the goal of improving the client experience while maintaining adherence to SPDJI's core values, policies, and proceduresAs the Global Lead, you will work collaboratively with a wide cross section of teams within SPDJI including index production, sales, product management, marketing, and technology, providing you with abroad foundation in both indexing and S Dow Jones Indices' unique business model.Have direct exposure to some of the largest, sophisticated index clients in the world, assisting users with SPDJI data, files and delivery platformsYou will lead a team responsible for prioritizing and executing 2-3 major process enhancements per quarterResponsibilitiesDevelop an organization structure to organize and respond efficiently to all the client inquiries received via email and phone.Common client inquiries:Data Fulfillment (i.e., turning data on and off for clients)Onboarding demos and client education on proprietary and non-proprietary data distribution channelsTroubleshoot access issuesModifications to distribution lists used for client announcementsAd-hoc data requestsEscalation of sales leads to Commercial TeamsLiaise with vendors on display issuesClient Resource Center Website maintenanceAdditional responsibilitiesHost and coordinate monthly operational calls with key clientsManage the SPDJI Client Experience Team GloballyFocus on enhancing the quality and consistency of responses to all inbound client inquiries (primarily email) regarding S DJI's business operationsRepresent the client perspective in modifications to data services; proactively assist in developing communications, FAQs, and plans for transitions including platform updates, delivery enhancements, and product decommissionsIncident Management: CXT is responsible for incident identification and reporting, managing client expectations and responses, escalating incidents to complaint statusCreate and update training documents and reference materialsIdentify opportunities to streamline and automate workflowsLead the development of a comprehensive knowledgebase which provides navigation to all relevant existing internal and external documentation on our products, services, third-party distribution channels, commercial plans, competitor information, etc.Develop into a Subject Matter Expert on SPDJI's index products, services or other analytical aspects within the SPDJI business modelPlay a key role in the launch of new indices and provide onboarding services to educate new clients on SPDJI's services and resourcesLead the incident and complaints handling processesReview incidents with Management and Index Managers help identify opportunities for improvement in processes, services, and support that will enhance the client experienceWhat we're looking for: Qualifications: Bachelor's degree, MBA or equivalent qualifications preferred10+ years of experience in Financial Services, preferably in a client-facing support roleDemonstrable leadership skills and ability to manage a global teamFirst class communication skills - written, verbal and presenting; easily able to communicate complex concepts in simple termsStrong crisis management skills (inclusive of project management, stakeholder management, communication)Strong client-facing skills and experienceUnderstanding and appreciation for legal, compliance and governance frameworksAdvanced analytical capabilities and problem-solving skills required to ensure proper identification of a client's core question and appropriately respond with solutions where applicable.Detail oriented and organized with good time management skillsComfortable presenting and training clients in both one-on-one and group settingsKnowledge of Salesforce CRM platform is advantageousCritical experiencesProduct lifecycle managementIndex management and governance frameworksData management frameworksCompensation/Benefits Information (US Applicants Only):S Global states that the anticipated base salary range for this position is $175,000 to $200,. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for additional compensation such as an annual incentive bonus and long term incentiveThis role is eligible to receive additional S Global benefits. For more information on the benefits we provide to our employees, visit Opportunity EmployerS 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: and your request will be forwarded to the appropriate person.US Candidates Only:The EEO is the Law Poster describes discrimination protections under federal law.20 - Professional (EEO-2 Job Categories-United States of America), PDMGDV202.2 - Middle Professional Tier II (EEO Job Group), SWP Priority - Ratings - (Strategic Workforce Planning)Job ID: 275076Posted On: 2022-07-21Location: New York, New York, United States

Keywords: S&P Global, Inc., New York , Global Head of Client Services, Other , New York, New York

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