Assistant Manager, Client Services

About the Role:

Grade Level (for internal use):
09 The Team:
Do you love working with clients? If so, you will join a very collegial and professional team where you will gain broad knowledge within the financial world relevant to asset classes including Fixed Income, Commodities, and Equities.


What's in it for you:

• This position works with multiple levels of the team. Due to frequent interactions with sales and product management, this is a highly visible role with potential for growth outside the department.

Responsibilities and Impact:
The role of Assistant Client Service Manager is to help manage, maintain, and improve the processes already in place to ensure that we are delivering the highest quality service to our clients and providing the best experience for the Product Consultant team. This includes quality assurance, training, project management, performance management, as well as the opportunity to become more proficient in other aspects of the platform. The role also supports innovation and creativity in establishing other responsibilities in this changing role.

• Lead the quality, timeliness, and support efforts of the direct support team
• Assist with coordination and implementation of mentorship program and Mock Calls
• Assist in maintaining consistent QA guidelines for the team
• Monitor, track, and evaluate calls, emails and chats through the NICE System, SFDC, and Avaya CMS
• Track global and local teams' performance statistics using reporting tools
• Monitor and evaluate surveys received from clients daily
• Assist in monitoring staffing levels throughout the day and make adjustments as needed - phone, e-mail, chat
• Evaluate Client Service Consultants' performance and conduct monthly check-ins as well as performance reviews with direct reports
• Assist with the Client Service Schedules (shifts, weekends, internal meetings/training sessions)
• Assist with updating/maintaining training documents as well as with the Knowledge Base and Help Section
• Coordinate Continued Education trainings on Capital IQ products (such as Excel, RT, Screening, Estimates, etc.) to complement platform knowledge
• Coordinate Specialty Program with Product Leads (such as Excel, Screening, PresCenter, RT, etc.)
• Serve as Senior Support - internal resource for the Consultant team
• Salesforce implementation
• Off-Shore Customer Service
• Assist with recruiting and onboarding efforts

Compensation/Benefits Information (This section is only applicable to US Candidates): S&P Global states that the anticipated base salary range for this position is $ 56,392.00 - $ 98,949.25. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role.


In addition to base compensation, this role is eligible for an annual incentive plan.


This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.



What We're Looking For:



Basic Required Qualifications:

• 4-year degree
• Excellent communication, interpersonal skills, and attention to detail
• Effective organization, time-management, and multi-tasking skills; approachable to other employees

Additional Preferred Qualifications:

• Preferred proficiency with Market Intelligence Platform / Products
• Preferred minimum of 1-2 years of people management experience.

Return to Work:
Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, Restart, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace. *Link here to careers site page when applicable*



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.


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®, 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, 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. 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.


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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. 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.


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10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.1 - Middle Management Tier I (EEO Job Group)



Job ID: 298411

Posted On: 2024-03-26

Location: New York, New York, United States