Senior Manager, Client Experience

Senior Manager, S&P Dow Jones Indices Client Experience (Mexico) Position Description S&P Dow Jones Indices (“S&P DJI”) is seeking a candidate to join the Indices Client Experience Team in our Mexico City office. The team strives to provide the highest level of service to index clients with the goal of improving the client experience while maintaining adherence to S&P DJI’s core values, policies, and procedures. The team supports both global and regional clients including but not limited to Asset Managers, Endowments and Foundations, ETF product providers, Investment Management Consultants, Insurance companies, Investment Banks, and Pension Funds. The position will focus on enhancing the quality and consistency of responses to inbound client inquiries (primarily email) regarding S&P DJI’s index calculations, corporate action treatment and methodologies. It seeks to identify opportunities to proactively engage with clients regarding service changes and consultations. The role further aims to ensure the client perspective is considered throughout operational decisions while working internally with the Index Management Teams. Core Responsibilities Respond to requests regarding index corporate action treatments, index methodologies and calculation in a timely manner and in compliance with all applicable laws, regulations, and industry standards. Proactively identify instances where a client call would add value and coordinate, as needed, with internal stakeholders. Schedule periodic calls and outreach for strategic clients. Develop into a Subject Matter Expert (SME) on S&P DJI’s index products and services including Equity, Fixed Income, ESG, Commodities, Multi-Asset, Strategy, and Digital Asset Indices. Provide feedback to Index Committees to enhance methodology language based on client feedback Work with Legal and Compliance with sensitive inquiries and trends to provide response aligned with the company policies. Ensure clients are knowledgeable on the data services (file delivery, file format, SLAs) and resources (file specifications, platform user guides) available to them. Play a key role in the launch of new indices and provide onboarding services to educate new clients on S&P DJI’s services and resources. Identify appropriate opportunities to draft and disseminate client communications in line with compliance and standardization guidelines. Review incidents with Management and Index Managers help identify opportunities for improvement in processes, services, and support that will enhance the client experience. Identify opportunities to streamline workflows and processes to improve operational efficiencies. Lead and coordinate efforts for ad-hoc projects and company initiatives as needed. Competencies, Education, & Experience The ideal candidate is highly self-motivated, resourceful, and detail oriented with excellent time management and organizational skills. Must be a bright and enthusiastic self-starter who can liaise with SMEs as needed to resolve client inquiries efficiently and successfully. Advanced analytical capabilities and problem-solving skills required to ensure proper identification of a client’s core question and appropriately respond with solutions where applicable. Superior written and verbal communication skills needed; must be able to communicate complex concepts simply. Proficiency in Microsoft Office and Excel is essential. Must have the ability to demonstrate use of Excel functionality such as vlookup and pivot tables. 5-7 years of experience working with financial data across various asset classes (equity, fixed income, alternatives) index related data preferred. Client relationship/support experience preferred. Bachelor’s Degree in business, economics, or finance required. S&P Dow Jones Indices At S&P Dow Jones Indices, our role can be described in one word: essential. We’re the largest global resource for index-based concepts, data and research, and home to iconic financial market indicators, such as the S&P 500® and the Dow Jones Industrial Average®. More assets are invested in products based upon our indices than any other index provider in the world; with over 1,000,000 indices, S&P Dow Jones Indices defines the way people measure and trade the markets. We provide essential intelligence that helps investors identify and capitalize on global opportunities. S&P Dow Jones Indices is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spdji.com. S&P Global has a Securities Disclosure and Trading Policy (“the Policy”) that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy’s requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy. ----------------------------------------------------------- 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: [email protected] and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.2 - Middle Professional Tier II (EEO Job Group) Job ID: 279314 Posted On: 2022-12-15 Location: Mexico City, Mexico