Client Support Specialist

S&P Global Market Intelligence; Gurugram District; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

S&P Global Market Intelligence is seeking a Service Delivery Manager within the SwS Hosted Solutions and Product Support function. The role oversees a cross-region team and manages client communications for daily delivery across Change, Technology, Product, and Support requests for multiple financial institutions.

You will drive service improvements, coordinate with internal SMEs, and lead reviews with clients to report on progress and results.

Qualifications

• Experience in a high-pressure client-facing role.
• Experience liaising with Senior Stakeholders.
• Experience coordinating technology and business delivery as a team player.
• Experience with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master roles.

Responsibilities

• Manage a dynamic cross-region team.
• Handle client communication for day-to-day delivery across multiple clients.
• Understand and manage client priorities; feed into internal processes.
• Drive service improvements, RCA, and post-mortems for incidents or SLA breaches.
• Host regular client reviews to provide updates on activities and outcomes.
• Contribute to continuous improvement across the team.

Skills

Client-facing

Stakeholder liaison

Project coordination

Scrum Master

Job description

Job Summary

The Team: S&P Market Intelligence Software Solutions (SwS) Division provides Solutions for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. This role sits within the Hosted Solutions and Product Support function in SwS. We are responsible for day-to-day service delivery of our hosted software solutions, specifically WALL STREET OFFICE (WSO). The team co-coordinate and liaise with stakeholders internally and externally from junior analysts to C-suite executives.

The Impact

The Service Delivery Managers will play a vital role, overseeing a range of functions to facilitate the delivery of superior service, leveraging consistent processes and tools to proactively monitor service delivery, and take ownership of critical incidents and escalations, coordinating with resolution parties and establishing effective communications between the client and our SMEs.

Whats in it for you

The role is dynamic and provides a fantastic opportunity to build a solid career solving complex problems and working with some of the worlds top tier financial institutions.

You will be trained on the WSO applications, and in the informational needs of modern financial institutions. This function is relatively new to S&P so there is lots of scope for this individual to shape and define the role and have significant impact.

Responsibilities

• Responsible for managing a dynamic cross-region team
• Responsible and accountable for Client Communication in Day-to-Day operational delivery; including Change/ Technology/ Product/ Support requests, across multiple clients
• Responsible for understanding, agreeing, and managing Client priorities, whilst feeding into relevant internal process(es) in accurate and timely manner
• Responsible for driving and facilitating internal collaboration to establish proactive Service Improvement, Client Action plans, Root Cause Analysis (RCA), and post-mortem for Incidents or Service Level Agreement breaches
• Responsible and accountable for hosting regular reviews with Clients, to provide updates on current activities and operating results
• Contribute to continuous improvement and operational excellence in team and wider team.

Requirements

• Experience working in a high-pressure client facing role
• Experience liaising with Senior Stakeholders
• 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
• Direct experience of WSO or Syndicated Loan Market would be an advantage

Competencies

• Personal Impact: 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
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Self-motivated; able to work independently with minimal supervision
• Good presentations skills (preparation and delivery)
• Excellent oral and written communication skills
• Team Player and able to interact with Product, Operations, Delivery, and technical teams in a professional manner.
• A team player who is comfortable working at all levels of the business and with external clients
• Proven ability to work individually, and in a team environment which spans multiple geographical regions.