Client Service Analytics Senior Representative

at  SP Global

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.

ABOUT THE ROLE:

Grade Level (for internal use): 11
Senior Manager, S&P Dow Jones Indices Client Experience (Mexico)
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.
6-10 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.
Flexible Working
We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.
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, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.
About S&P Global Dow Jones Indic e s
At S&P Dow Jones Indices, we provide iconic and innovative index solutions backed by unparalleled expertise across the asset-class spectrum. By bringing transparency to the global capital markets, we empower investors everywhere to make decisions with conviction. 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 USD 7.4 trillion in passively managed assets linked to our indices and over USD 11.3 trillion benchmarked to our indices, our solutions are widely considered indispensable in tracking market performance, evaluating portfolios and developing investment strategies.
S&P Dow Jones Indices is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today. For more information, visit www.spglobal.com/spdji .
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.