About the Role:

Grade Level (for internal use):

09

The Role: Assistant Manager, Client Support (Panjiva)

Team:  

The S&P Global Market Intelligence Client Services team is a part of the CME Group within S&P Global Market Intelligence. As a team, our goal is to deliver an exceptional client experience to support sales and retention efforts working closely with commercial teams, product, content, technical, and with our CS counterparts around the globe to ensure that our clients are supported around the clock.  

As an Assistant Manager, you will lead a diverse and energetic team of CS associates, to support them in their roles and provide guidance on their career development with us.   You will work closely with CS Managers regionally and globally on projects such as coverage, trainings, automation, improving operations/processes and more.  

  

Impact:  

• Client Services Excellence: Ensure client retention is achieved based on best-in-class service. Exceed survey favorability targets set by the business to measure client satisfaction on Quality and Speed. Take ownership of our Commercial vision and cultural values.  
• Showcase our Data and industry Expertise– lead the training efforts for the CS teams in Manila and ensure 24x7 client support coverage on phone, chat, and emails.  
• Development and talent retention: Be an active member of the recruitment cycle, set high people standards, coach for high performance, and export talent.  
• Develop and manage the support team to ensure that associates meet/exceed their client satisfaction and productivity-related KPIs. Also ensure that your direct reports have the necessary tools, training, and support to become experts on the CIQ and CIQ Pro platforms, Excel, data, and research.   

What’s in it for you?  

• Lead and develop members of the Panjiva Client Services team
• You will have a prime opportunity to contribute to thought leadership as we go about the transition to Capital IQ Pro.  
• This position will be working with multiple levels of the team. Due to frequent interactions with Data and Product Management, Relationship Management, Sales, and Marketing Teams, this is a highly valuable role with growth potential. Global nature of the role: work with clients and internal colleagues from around the world.  

Responsibilities:  

• Ensure the highest levels of client satisfaction and other KPIs are achieved in relation to the yearly team and global goals.  
• Maintain and create performance and productivity reports.  
• Talent and performance management: Set high people standards, coach for high performance, and export talent. Create and sustain strong competencies across APAC Client Services building autonomy, empowerment, and accountability.  
• Identify training needs, design curricula, deliver and administer team trainings. Ensure that the team has the necessary tools, training, and support to become experts on the functionality, data, and research.  
• Client Services managers must understand client applications and needs when making policy decisions.  
• Talent acquisition: Be an active member of the recruitment cycle. Recruit and onboard associates on an as-needed basis.  
• Ensure that there are no coverage gaps.  
• Facilitate product and system migrations.  
• Role Modeling: Display the attitude, values, and practices that support the process of continuous learning and development for you and your team members. Professional development includes team building, time management, and skills required to progress your and your direct reports’ career.  

  

What We Are Looking For:  

Basic Qualifications:  

• Minimum BSc or BA degree. Familiarity and interest in financial markets.  
• At least 2-3 years of experience in supporting Panjiva products
• Passionate about product and customer support including delivering training to end-users.  
• Experience as a team leader or manager, including experience in recruiting, conducting performance reviews, advising staff, and assisting with professional growth and development would be an advantage. Mentoring and coaching skills to groom associates to be better versions of themselves.  
• Excellent communication skills, both written and verbal (English), training and presentation skills  
• Good working knowledge of Excel and other Office applications.  
• Ability to effectively multi-task in a fast-paced environment and must possess the ability to work independently and to be a self-starter. Must have strong organizational and time management skills.  
• A team player who is willing to take on a wide variety of tasks.  
• Solution-oriented: Detail-oriented and possesses strong critical thinking skills.  
• Flexible to work on varying shifts. 
• Required: Experience in leading a Client Support team/Experience in mentoring and coaching associates; Intermediate knowledge on Finance and the markets; ability to train on product functionality and processes.  
• Background/strong knowledge of S&P Global Market Intelligence products and services. 

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 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.

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.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. 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.

10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.1 - Middle Management Tier I (EEO Job Group)