Client Services/Customer Care Support Associate Manager

About the Role:

Grade Level (for internal use):

10

Job Summary: The Client Services/Support Associate Manager will be responsible for managing the client support team in Gurgaon India, ensuring high-quality service delivery and managing client relationships. This role involves collaborating with internal stakeholders, technical and product teams to enhance client satisfaction and drive service improvements. The role is expected to work mainly during the US Hours but will have direct reports to manage, working in the APAC hours.

Principal Accountabilities:

• Develop and initiate business and operational vision that drive organization, process and technology improvements in support of new and changing product requirements.
• Effective and timely communication with both internal and external customers around business metrics, collaboration and customer delight
• Continuously and proactively strive to improve Customer Delight within area of responsibility
• Proactive leadership to maximize organizational and colleague effectiveness through improving engagement and skill sets of team members
• Lead and mentor the client support team, providing guidance and support to ensure efficient operations.
• Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager/director

Job Complexity / Scope Differentiators:

• Supervise and leaders the Customer Care team in the location and is responsible for efficient and effective supervision of the team’s processes and operations
• Serves as a leader and role model to drive superior Customer Care which will support and enhance the overall customer experience
• Works closely with key stakeholders, including Sales, Product Management and Customer Care Management to communicate issues and help develop customer care goals and processes
• Accountable for execution of the team’s day-to-day customer service operations within defined standards
• Tracks performance against service levels, quality, customer satisfaction, and cost
• Requires limited independent decision making
• Follows clearly defined practices and Standard Operating Procedures (SOPs)
• Handles related management escalations
• Builds a culture that is based on teamwork and S&P Global values

Knowledge and Skills:

• Very analytical in thinking and can apply thoughts to clear actions
• Understand linkages between colleague engagement, customer satisfaction and revenue performance
• Has excellent communication skills, both written and verbal
• Experience influencing in a matrixed organization to drive big outcomes by building strong trusted relationships
• Developing knowledge across S&P Global Market Intelligence product groups from an information/content perspective
• May have more detailed knowledge of one or more product disciplines
• Broad knowledge of internal customer facing processes

Qualifications:

• Bachelor’s degree in Business or Finance, Communications, or a related field.
• Minimum of [3] years of experience in client services or support roles, with at least [2] years in a management position.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficient in CRM software and Microsoft Office Suite.

Physical Requirements/ Working Environment:

• Works well under pressured working environment
• Good tardiness & attendance track record
• Require working on Shift Rotation basis to supervise teams accordingly
• Able to join necessary management scheduled meetings
• Able to work during Public Holidays (compensated accordingly)

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 www.spglobal.com/marketintelligence.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

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: https://spgbenefits.com/benefit-summaries

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. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)