Queue Specialist

S&P Global, Inc.; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Health care

Flexible time off

Learning resources

Retirement planning

Family benefits

Discount programs

Job summary

The Queue Management Specialist at S&P Global Market Intelligence will monitor and manage daily case/work queues across multiple systems, ensuring timely, accurate handling of client requests and deliverables. You will prioritize tasks, report on workload and SLA performance, and escalate as needed to maintain service levels.

Collaboration with team leads and cross-functional partners is essential to balance workloads, improve processes, and support audit and compliance checks while delivering

Qualifications

• 3-7 years of experience in operations, workflow coordination, or service delivery management.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Excel, reporting tools, and workflow management systems (e.g., ServiceNow, Salesforce, JIRA).
• Excellent communication and coordination skills.
• Ability to work under pressure and manage competing priorities in a fast-paced environment.
• Experience in process improvement or queue automation will be an advantage.
• Ability to set priorities independently and meet deadlines in a fast-paced environment.
• Experience working in a collaborative environment, building strong relationships at all organizational levels, and effectively working with diverse styles, skills, and cultures.

Responsibilities

• Monitor and manage daily case/work queues across multiple systems to ensure equitable and efficient workload allocation.
• Prioritize tasks based on urgency, client requirements, and SLA commitments.
• Track and report on queue volumes, turnaround times, and performance metrics.
• Escalate high-priority or time-sensitive cases to the appropriate team members or management.
• Collaborate with team leads to balance workloads and address capacity challenges.
• Identify process bottlenecks and recommend improvements to enhance overall operational efficiency.
• Support audit and compliance checks by maintaining accurate records of queue activities.
• Provide regular status updates and performance summaries to management.
• Assist in the development and implementation of queue management tools, dashboards, and workflows.
• Serve as the first point of contact for queue-related queries or issues.

Skills

Analytical thinking

Problem solving

Communication skills

Attention to detail

Under pressure

Prioritization

MS Excel

Reporting tools

Tools

ServiceNow

Salesforce

JIRA

Job description

About the Role:

Grade Level (for internal use): 09 The Team: Customer Experience, a core capability within Market Intelligence, collaborates closely with the Revenue organization to deliver differentiated customer experience. This group supports our sales teams and business units by overseeing customer success, sales operations, and the implementation of commercial technologies. This includes tools such as Salesforce, alignment with targets in strategic growth areas, and driving accelerated growth by placing the customer at the center of all we do. Our focus is on delivering comprehensive customer experience. The Proposal & Customer Assessment Team plays an essential role in supporting due diligence questionnaires, risk assessments, audits, DORA, and other customer inquiries. Our objective is to facilitate the new revenue generation through RFX processes and ensure superior customer satisfaction by providing high-quality proposals and relevant information during pre- and post-sales stages. We serve a diverse range of clients across various geographies and maintain a steadfast commitment to a client-first approach.

Responsibilities and Impact

The Queue Management Specialist is responsible for monitoring, prioritizing, and managing case queues to ensure timely and accurate handling of client requests, inquiries, and deliverables. This role requires strong coordination skills, attention to detail, and the ability to collaborate across teams to maintain service level agreements (SLAs) and optimize workload distribution.

• Monitor and manage daily case/work queues across multiple systems to ensure equitable and efficient workload allocation.
• Prioritize tasks based on urgency, client requirements, and SLA commitments.
• Track and report on queue volumes, turnaround times, and performance metrics.
• Escalate high-priority or time-sensitive cases to the appropriate team members or management.
• Collaborate with team leads to balance workloads and address capacity challenges.
• Identify process bottlenecks and recommend improvements to enhance overall operational efficiency.
• Support audit and compliance checks by maintaining accurate records of queue activities.
• Provide regular status updates and performance summaries to management.
• Assist in the development and implementation of queue management tools, dashboards, and workflows.
• Serve as the first point of contact for queue-related queries or issues.

Basic Required Qualifications

• 3-7 years of experience in operations, workflow coordination, or service delivery management.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Excel, reporting tools, and workflow management systems (e.g., ServiceNow, Salesforce, JIRA).
• Excellent communication and coordination skills.
• Ability to work under pressure and manage competing priorities in a fast-paced environment.
• Experience in process improvement or queue automation will be an advantage.
• Ability to set priorities independently and meet deadlines in a fast-paced environment.
• Experience working in a collaborative environment, building strong relationships at all organizational levels, and effectively working with diverse styles, skills, and cultures.

Additional Preferred Qualifications

• Exceptional communication and interpersonal skills, able to engage and influence stakeholders at all levels with flexibility and negotiation expertise to drive optimal outcomes.
• Strong analytical and problem-solving abilities, skilled in assessing complex data and developing actionable strategies.
• Self-motivated with a keen eye for detail, ensuring high-quality execution in all tasks.
• Highly proficient in managing multiple projects simultaneously, demonstrating adaptability as priorities shift, and showing creativity and perseverance in problem-solving.
• Demonstrates consistent creativity and initiative across all tasks and projects.
• Fosters strong collaborative relationships with internal teams, enhancing synergy and teamwork.

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 https://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.

Benefits:

• 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: Its 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.

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.

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 [e-mail] and your request will be forwarded to the appropriate person.

US Candidates Only: Know Your Rights: Workplace discrimination is illegal.