Manager – Operations
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Job Description
Manager overseeing client requests and operations in iProspectus to ensure efficient document handling. Collaborating with teams for service excellence and client satisfaction at S&P Global.
Responsibilities:
- Monitor all client inbound requests via case management email and telephony hotlines, addressing deals and support requests in coordination with the global support team (US and Hyderabad).
- Process Prospectus documents for distribution and posting on the document dissemination platform; serve as a direct conduit for municipal and corporate clientele across all facets of client service and application support.
- Host client meetings for training, product demos, and transactional support.
- Produce scheduled and ad-hoc report deliverables in a timely and accurate manner.
- Troubleshoot client issues to pinpoint root cause and remediation steps.
- Partner with Product Build teams to prioritize, track, and resolve production issues to minimize client interruptions.
- Partner with Product Specialists to share client feedback.
- Partner with Professional Services for client onboarding, ensuring appropriate training and user access.
- Keep abreast of market and regulatory changes impacting service activities, adapting team policies/procedures as needed.
- Cross-train with global counterparts to ensure depth of application knowledge and client coverage.
- Lead and motivate the team to generate new ideas and create efficiencies.
- Create weekly dashboards to review and track progress on team metrics.
- Provide in-depth analysis to management regarding internal/external SLA shortfalls, along with proposed remediation plans.
- Serve as a primary point of contact for assigned clients, handling day-to-day account reviews and urgent escalations professionally and promptly.
- Provide subject matter expertise on client and team inquiries regarding statutes, tax authority guidance, and industry best practices.
- Maintain operational processes, assist with creating SOPs, UAT testing, and implement quality control reviews of operational BAU activities.
- Build relationships with key internal and external clients.
Requirements:
- Bachelor’s degree and/or equivalent related work experience
- Proficient in MS Office Suite, and a strong knowledge of internet applications
- Interest in the Capital Markets and the financial markets
- Excellent written and verbal communication skills, with the ability to adapt to all levels of management and clientele
- Exceptional interpersonal skills that encourage healthy dialogue and trusted client relationships
- Good organizational and time-management skills to adhere to deadlines and deliverables
- Ability to work independently while still interacting within an integrated team structure.
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: 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.
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