POSITION SUMMARY:

We are seeking an exceptional leader with a keen focus on enhancing the overall customer experience across a broad range of clients to ensure the swift and effective management of client workflows. The ideal candidate will excel in leading a dynamic, multilingual, and diverse organizations, providing clear direction and strategy to the regional Client Support team leads, driving accountability and execution.

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.

DUTIES AND ACCOUNTABILITIES:

• Leadership: Provide an effective and inspiring day-to-day leadership presence to direct and indirect reports as well as colleagues in adjacent functions.
• Objective Setting: Set clear objectives for your leadership team, evaluate progress, and cultivate a high-performance culture with a focus on collaboration, customer experience, accountability, and ownership.
• Operational Efficiency: Ensure working practices, tooling, and internal processes are well-defined and operational with minimal disruption, leveraging technology to drive productivity and efficiency.
• Collaboration: Partner with internal functions, including Service Management, Technology, Integration, Sales, and Product teams, to ensure the highest level of service for our customers.
• Product Development: Drive product enhancements by maintaining an effective feedback loop with the Product Management team, incorporating client feedback to improve and develop the product offering to meet end-user needs.
• Escalation Management: Manage internal and external escalations related to Client Support services, providing clear remediation steps where appropriate and keeping stakeholders informed.
• Team Development: Foster the growth and development of your team, helping each individual to learn and thrive. Lead the team through the evolving business environment by providing them with the necessary tools, knowledge, and career development opportunities.
• Performance Metrics: Utilize case management KPIs to drive best practices in Salesforce case management, achieving Enterprise Solutions-wide KPI targets.

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.