Client Support Manager

S&P Global Market Intelligence; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

A leading financial services company based in India is seeking a motivated WSO Compliance and Agency Support Lead. This role involves managing daily support operations and strategic initiatives for compliance and agency clients. The ideal candidate will have a strong understanding of WSO workflows, client relationship management experience, and excellent troubleshooting skills. The position offers the opportunity for professional growth within a collaborative environment while ensuring operational success across a diverse client base.

Qualifications

• Experience in Compliance Services or Syndicated Loan Market required.
• Proven ability to manage client expectations and internal coordination.
• Experience in project management or technology delivery.
• Ability to operate under pressure and meet deadlines while coordinating across functions.
• Strong analytical mindset with attention to detail and data integrity.

Responsibilities

• Lead compliance and agency-focused support operations.
• Work with Product, Engineering, and Operations to resolve issues.
• Manage client-facing projects and recurring initiatives.
• Interact with clients across the syndicated loan market to triage L1 issues.
• Own client-facing projects such as report optimizations and file delivery improvements.
• Track portfolio metrics and communicate trends or risks to stakeholders.
• Develop SOPs and process improvements to enhance service delivery.

Skills

Experience with WSO workflows

Client relationship management

Strong troubleshooting skills

Data and reporting tools

Critical thinking

Project coordination

Data and reporting tools

Excel

BI dashboards

CSV data handling

Tools

Excel

BI dashboards

CSV files

Job description

The Team:

The WSO Client Support Services (CSS) team operates as a critical liaison between clients and internal product and operational teams, providing L1 application and reporting support, with a focus on syndicated loan agency and compliance workflows. Our team supports the technical and operational stability of WSO Agency and Compliance services, ensuring data integrity, accurate reporting, and prompt resolution of client-reported issues. The role requires a blend of system troubleshooting, relationship management, and project execution skills to deliver a seamless client experience.

Responsibilities and Impact:

SP Global is seeking a motivated and client-centric WSO Compliance and Agency Support Lead to join the CSS team, serving as a key contact for managing daily support and strategic initiatives for our compliance and agency clients. The ideal candidate should bring a deep understanding of WSO workflows, compliance industry knowledge (CLO, coverage test, concentration limits), strong troubleshooting acumen (e.g., reporting issues, API/API file delivery, system errors), and an ability to manage both client expectations and internal stakeholder coordination. This role combines frontline client support with light project management, ensuring operational success across a growing global client base.

• Opportunity to lead compliance and agency-focused support operations within the broader WSO platform
• Work cross-functionally with Product, Engineering, and Operational teams to resolve issues and deliver enhancements
• Direct interaction with a diverse client base across the syndicated loan market
• Visibility into high-priority initiatives and client escalations, influencing product and process improvements
• Professional growth in a global organization that values initiative, ownership, and collaboration
• Serve as a primary point of contact for clients, triaging L1 issues related to WSO Compliance and Agency, reporting discrepancies, API/API feed issues, and system behavior
• Partner closely with internal stakeholders to investigate, resolve, and communicate technical issues and reporting anomalies
• Own and manage client-facing projects or recurring initiatives, such as report optimizations, onboarding coordination, or file delivery improvements
• Track, report, and analyze portfolio-level metrics against key performance indicators (KPIs), proactively identifying trends or risks
• Identify process enhancement and build workflows and SOPs
• Act as an escalation point for high-impact client issues, balancing client satisfaction with internal delivery constraints
• Provide ongoing training, mentorship, and support to team members to promote performance excellence
• Drive continuous improvement efforts across workflows, documentation, and client communication protocol

Whats in it for you:

• Exposure to end-to-end Agency and Compliance service operations within global financial institutions
• Opportunity to build strong client relationships and service delivery expertise
• Involvement in cross-functional collaboration across Compliance, Operations, and Technology teams
• Opportunity to contribute to process improvement and service optimization initiatives
• High visibility role with direct client interaction

What Were Looking For: Basic Required Qualifications:

• Direct experience of WSO, Compliance Services or Syndicated Loan Market is a must
• Experience liaising with Senior Stakeholders
• Experience working in a high-pressure client facing role
• Proven ability to think critically and comfortable challenging the status quo for better results
• Organized, able to multi-task, and have positive attitude to achieve deadlines
• Self-starter with an attention to detail
• Self-motivated; able to work independently with minimal supervision
• Experience project managing or coordinating technology and business delivery as a team player
• Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Data and reporting tools (e.g., Excel/CSV, BI dashboards, scheduled report, data analysis)

Communication:

• Excellent, written and verbal communication skills
• Ability to articulate operational and compliance concepts clearly and professionally
• Confident in client-facing discussions and service updates

Teamwork:

• Collaborative partner to Operations, Compliance, and Technology teams
• Comfortable working across regions and time zones
• Contributes positively to team culture and continuous improvement efforts