Job Description

:About the Role:Grade Level (for internal use): 10Segment: Market IntelligenceThe Role: Manager/Content Customer Service TeamTeamThe Candidate will be joining a team of highly motivated and professional individuals, responsible for addressing second level data client queries for specialized domains/data sets. The team works 24/5, liaison very closely with Client Operations, Content Operations, Stewards, Relationship Managers as part of addressing client queries. 2nd level client support is one of the most critical functions as it directly impacts client experience/satisfaction, retention, all of which, in turn, impact ACV. As businesses get more competitive, we need to ensure that clients\' queries are handled quickly and have proactive approach to support client needs and drive customer value.The Impact - If you think you have great ideas and an innate mindset towards driving best in class customer satisfaction, hop on! Aligned with our data strategy, we are bringing our core customer query processes, traditionally sitting under individual datasets, under one roof! There will be tremendous opportunity for you to design optimal workflows, training modules, drive prioritizations, and be a role model when it comes to serving our customers. Your prototypes might potentially be scaled up for other groups across the team, leading to a larger scale influence.Key Roles & Responsibilities

• Responsible for managing 15+ analyst
• Provide leadership & mentor direct reports as well as set performance objectives & reviews
• Effectively working with front line associates, timely unlocking of day to day hurdles w.r.t. data queries and resolutions.
• Accountable to reduce wait times, hand-offs, drive cross training enabling the team to address client query end to end.
• Ability to collect and analyze quantitative and qualitive data and build customer sentiments
• Driving \xe2\x80\x9cclient first\xe2\x80\x9d strategy ensuring team members are consistently sensitized on the value it drives (through our NPS scores, CSAT etc.) in team meetings, townhalls, and individual touchpoints with associates.
• Collaborate with stakeholders like operations and Data stewards in prioritizing the Enhancement Requests. Partnering with Knowledge Base team in reviewing, modifying and creating Knowledge Base articles to support client needs.
• Partnering closely with Client Ops, Relationship Managers/Sales team to ensure smooth handling of customer concerns.

• Continuously evaluating and analyzing customer needs and communicating to leadership team and stakeholders to support and implement strategic decisions.
• Enable people first environment by effective engagement, cross cultural collaboration and innovation that enables team to perform better

What are we looking for

• Possess excellent leadership skills and people management skills Organizational, time management and decision-making skills.
• Strong customer service skills to effectively work and resolve on Team\'s questions.
• Must possess a diagnostic approach to assist our internal stakeholders including Client Ops
• Strong analytical and interpersonal skills.
• Possess excellent verbal & written communication skills.
• Ability to think out of the box.
• Knowledge of SQL, MS Excel and MS Access is an added advantage.
• Experience with Salesforce is a plus.
• Good understanding on our products, General fundamentals \'know how\' is an added advantage.
• Preferred location, Hyderabad.

Minimum and Preferred Education: Bachelors or master\'s in business management preferred. Relevant experience of minimum 5 years including exposure to Project management.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 .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\xc2\xae, 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: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.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: 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), DTMGOP103.1 - Middle Management Tier I (EEO Job Group), SWP Priority - Ratings - (Strategic Workforce Planning)Job ID: 291631
Posted On: 2024-05-20
Location: Hyderabad, Telangana, India

S&P Global