Head of Customer Service, Support & Operations for Risk & Valuations Servic at S&P Global

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

257665.0

Posted On

22 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Support, Operations, Data Analytics, Leadership, Innovation, Operational Excellence, Cross-Functional Collaboration, Customer Experience, Team Leadership, Performance Metrics, Risk Compliance, Strategic Planning, Automation, AI, Continuous Improvement

Industry

Financial Services

Description

About the Role: Grade Level (for internal use): 14 The Team: We are seeking a strategic, customer-centric, execution-focused leader to serve as the Head of Customer Service, Support, and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence, providing data, insights, and analytics to wide range of customer segments. RVS has three sub-groups, Credit Solutions (CS), Data, Valuations & Risk Analytics (DVR), and Global Insight (GI). Responsibilities & Impact: This role will be responsible for setting and leading a compelling vision for the RVS Customer Excellence program that delivers differentiated customer value and outstanding experience. The ideal candidate brings a deep understanding of S&P Global’s data, analytics and platform ecosystem, a passion for customer-centric innovation and a relentless focus on operational excellence. They should have experience of leading scaled global teams across customer service, support and client operations, ensuring seamless delivery and support of our solutions. Strategic Leadership: Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the road map, key elements and investments required to maximize the RVS customer and experience Customer Experience Leadership: Champion a customer-first culture by designing and executing service strategies that anticipate client needs and exceed expectations. Operational Excellence: Drive efficiency, scalability, and quality across all support and service operations, leveraging automation, AI, and data-driven insights. Cross-Functional Collaboration: Partner with Product, Technology, Commercial, and Content teams to ensure alignment on customer feedback, product enhancements, and go-to-market strategies. Voice of the Customer: Serve as a key advocate for the customer internally, ensuring their voice informs product development, service design, and strategic planning. Team Leadership & Development: Lead and inspire a global team of service professionals, fostering a culture of accountability, continuous improvement, and innovation. Performance & Metrics: Define and track KPIs related to customer satisfaction (e.g., NPS, CSAT), operational efficiency, and service quality. Use insights to drive continuous improvement. Risk & Compliance: Ensure all customer operations adhere to regulatory, data privacy, and internal compliance standards. Compensation/Benefits Information (US Applicants Only): S&P Global states that the anticipated base salary range for this position is $216,500 to $257,665. Base salary ranges may vary by geographic location. In addition to base compensation, this role is eligible for an incentive plan. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires. What We’re Looking For: Basic Qualifications: Proven leadership experience in customer service, support, or operations within a data, SaaS, or financial services environment. Deep knowledge of S&P Global’s solutions and the personas we serve (e.g., buy-side, sell-side, corporate issuers, data consumers). Strong understanding of the “jobs to be done” framework and how to unlock value for clients through service design. Demonstrated success in leading global teams and managing complex, matrixed environments. Passion for customer advocacy, operational rigor, and innovation. 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 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. ----------------------------------------------------------- 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: EEO.Compliance@spglobal.com 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. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----------------------------------------------------------- 102 - Senior Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON102 - Senior Management (EEO Job Group) S&P Global delivers Essential Intelligence® that shapes decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.

Responsibilities

The Head of Customer Service, Support, and Operations will set and lead the vision for the RVS Customer Excellence program, ensuring a differentiated customer experience. They will drive operational excellence and collaborate cross-functionally to align on customer feedback and product enhancements.