Global Head of Client Support

About the Role:

As a global leader in trade and transaction reporting, the S&P Cappitech team has been delivering Regulatory Technology solutions for over two decades. Our cloud-based, cross-regulation SaaS platforms empower banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory requirements.

Our support team is expanding, and we need a global lead to play a pivotal role in this growth. You will join a team of problem solvers and solution finders with a passion for delivering the best customer experience in a fast-paced environment. We are a diverse team supporting our global customers. S&P values inclusiveness, collaboration, and integrity, and our management strives to create a work environment that encourages our colleagues to achieve their full potential.

Position Summary:

We are seeking an exceptional leader with a keen focus on enhancing the overall customer experience across a broad range of clients to ensure the swift and effective management of client workflows. The ideal candidate will excel in leading a dynamic, multilingual, and diverse organization, providing clear direction and strategy to the regional Client Support team leads, driving accountability and execution.

Duties and Accountabilities:

• Leadership: Provide an effective and inspiring day-to-day leadership presence to direct and indirect reports as well as colleagues in adjacent functions.
• Objective Setting: Set clear objectives for your leadership team, evaluate progress, and cultivate a high-performance culture with a focus on collaboration, customer experience, accountability, and ownership.
• Operational Efficiency: Ensure working practices, tooling, and internal processes are well-defined and operational with minimal disruption, leveraging technology to drive productivity and efficiency.
• Collaboration: Partner with internal functions, including Service Management, Technology, Integration, Sales, and Product teams, to ensure the highest level of service for our customers.
• Product Development: Drive product enhancements by maintaining an effective feedback loop with the Product Management team, incorporating client feedback to improve and develop the product offering to meet end-user needs.
• Escalation Management: Manage internal and external escalations related to Client Support services, providing clear remediation steps where appropriate and keeping stakeholders informed.
• Team Development: Foster the growth and development of your team, helping each individual to learn and thrive. Lead the team through the evolving business environment by providing them with the necessary tools, knowledge, and career development opportunities.
• Performance Metrics: Utilize case management KPIs to drive best practices in Salesforce case management, achieving Enterprise Solutions-wide KPI targets.

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.

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 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.

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.

Benefits:

• 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.

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent.

Equal Opportunity Employer:

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.