Associate Director

The Team: S&P Global Market Intelligence’s Client Operations’ goal is to deliver an exceptional, differentiated client experience. Drive meaningful engagement throughout the customer journey, fostering strong and lasting relationships that create advocates while maximizing sales and renewal results. The team adds incredible value by going above and beyond in our service offering, and is a powerful synergy of diverse skills, talents, and cultures spread across multiple locations. We are customer-focused and results-oriented, providing exposure to a wide array of products, platforms, and processes globally. We nurture open and transparent communication and a great work-life balance, with a positive work culture wherein team members are recognized for their work.

The Impact: The Associate Director, Client Operations is the lead role for Islamabad to cater to and support all strategic initiatives around Client Operations. You will manage programs and initiatives that span across various teams and geographies to achieve our strategic objectives. You will also be an internal change leader dedicated to creating new, innovative, and dynamic employee experiences and engagement initiatives. This role provides site-wide, country-wide, and global exposure.

Responsibilities

A lead and key point of contact for Islamabad Client Operations, reporting directly to the Senior Director of Client Operations, Global Centers.
A strategic member of the Global Centers Operations Leadership Team.
Collaborates with Global Operations Leaders at other global locations for strategic alignment.
Works with local as well as global functional managers to drive strategic initiatives to provide superior service to our clients.
Works with global functional leaders to develop strategies and demonstrate links between employee engagement and their strategic goals.
Partners with local and global functional managers on timely hiring, and ensures effective onboarding for new hires.
Attracts, engages, and retains the right talent
Mentors junior managers to help them develop into strong leaders
Provides local skip-level conversation opportunities for Client Operations teams
Partners with local and global functional leaders to share insights to ensure compensation parity, manage employee performance, and facilitate meaningful career conversations.
Designs, implements, and monitors the progress of initiatives, milestones, and budgets to ensure timelines and deliverables are met.
Aligns employee engagement activities with strategic objectives, such as encouraging in-office collaboration.
Suggests best practices/ideas for employee engagement and recognition approaches.
Analyzes, proposes and leads VIBE (employees survey) action items for Islamabad.
Conducts employee focus group discussions to complement employee surveys. Shares the feedback from Employee Focus Groups and suggests action items.
Leads initiatives to engage new hires and help them get acclimatized to our organizational culture.
Ensures our Islamabad team members stay abreast of the work policies. Liaises with people team where employee facilitation is required.
Acts as eyes and ears for global functional leaders. Identifies challenges and recommends appropriate solutions.
Provides leadership towards enabling our teams with processes and tools to support operations and meet business deliverables.
Partners with functional leaders on skills development initiatives; identifies gaps and helps design appropriate programs.
Partners with functional leaders to align employee interests with stretch assignments to create win-win situations for the employee and business.
Extends support beyond the Islamabad site, and identifies opportunities to scale operations to support business strategy.
Develops technical acumen towards new and emerging technologies, and suggests ways to build expertise within our teams.
Acts as an ambassador for LEAN, Agile, RPA, Gen AI and over all Innovation culture.
Works closely with the marketing & branding team to document and share employee engagement stories both internally and externally.
Develops and executes creative marketing and communication strategy for diverse stakeholders, highlighting our talent and the initiatives taken for them.
Liaises with Islamabad site operations leadership to ensure Client Operations’ strategic alignment with the site priorities.
Is an effective local voice and representative of Client Operations

Basic Qualifications

What we’re looking for:

Bachelor’s or Master’s Degree in Finance, Economics, Marketing or a related business field.
Minimum 10 years of professional experience, with at least 5 years People Leadership.
Excellent influencing and lateral leadership skills, operating within a matrix organizational structure.
Demonstrated ability to move forward an agenda and/or initiative.
Strong execution capabilities and excellent written and verbal communication and collaboration skills.
Experience in working in positive partnerships with peers and leaders at all levels to drive results.
Experience in interacting with all levels of management/staff and across organizational lines.
Experience in working with diverse audience and cultures
Experience working with detailed information and presenting numerical data that is easy to understand by stakeholders at all levels.
Experience in change management and project/program and event management.
Strong analytical skills to identify opportunities for continuous improvement, stakeholder engagement, trend analysis, etc.
Strong attention to detail, and solid organizational and project management skills.
Flexible working in rotational shifts, including night shift.