Global Head of the Client Experience Team

S&P Dow Jones Indices The Role Global Lead, Client Experience Team The Grade G13 (for internal use) The Location New York, NY or London, England S&P Global is seeking a client services expert to join S&P 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 Team The 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 Impact CXT 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 you You will lead CXT for the commercial function and you will Personally oversee the Key Account relationships with your operations counterparts at the largest Global Asset Managers and Exchanges in the world Take the lead with strategic client relationships in managing incidents and expectations Manage 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 procedures As 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 a broad foundation in both indexing and S&P 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 platforms You will lead a team responsible for prioritizing and executing 2-3 major process enhancements per quarter Responsibilities Develop 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 channels Troubleshoot access issues Modifications to distribution lists used for client announcements Ad-hoc data requests Escalation of sales leads to Commercial Teams Liaise with vendors on display issues Client Resource Center Website maintenance Additional responsibilities Host and coordinate monthly operational calls with key clients Manage the SPDJI Client Experience Team Globally Focus on enhancing the quality and consistency of responses to all inbound client inquiries (primarily email) regarding S&P DJI’s business operations Represent 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 decommissions Incident Management: CXT is responsible for incident identification and reporting, managing client expectations and responses, escalating incidents to complaint status Create and update training documents and reference materials Identify opportunities to streamline and automate workflows Lead 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 model Play a key role in the launch of new indices and provide onboarding services to educate new clients on SPDJI’s services and resources Lead the incident and complaints handling processes Review incidents with Management and Index Managers help identify opportunities for improvement in processes, services, and support that will enhance the client experience What we’re looking for: Qualifications: Bachelor’s degree, MBA or equivalent qualifications preferred 10+ years of experience in Financial Services, preferably in a client-facing support role Demonstrable leadership skills and ability to manage a global team First class communication skills – written, verbal and presenting; easily able to communicate complex concepts in simple terms Strong crisis management skills (inclusive of project management, stakeholder management, communication) Strong client-facing skills and experience Understanding and appreciation for legal, compliance and governance frameworks 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. Detail oriented and organized with good time management skills Comfortable presenting and training clients in both one-on-one and group settings Knowledge of Salesforce CRM platform is advantageous Critical experiences Product lifecycle management Index management and governance frameworks Data management frameworks ----------------------------------------------------------- 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. ----------------------------------------------------------- 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: 275076 Posted On: 2022-06-28 Location: New York, New York, United States