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Associate Client Service Manager, Global Client Solutions Pasig

3 months ago

Pasig, National Capital Region, Philippines S&P Global Full time

About the Role:

Grade Level (for internal use):
09

S&P Global Commodity Insghts

The Role:
Associate Client Service Manager, Global Client Solutions


The Associate Client Service Manager for GCS-D functions as the subject matter expert that is essential to support the GCS operations and continuously improve efficiency, quality, and productivity within the GCS scope of work.

The role focuses on work needed to address feedback received, perform case audits, and take escalations that leads to the creation, implementation, and optimization of processes.

Advanced process knowledge and effective communication skills serve as the key foundations of this job along with the ability to create insights based on data collection and analysis.


The Impact:

As the role serves as the most accessible resource for complex and escalated cases that requires advanced process knowledge and careful attention, the Associate Client Service Manager for GCS-D impacts operational efficiency, quality and ultimately, the client experience.


The Team/The Business:
GCS-D is the Process Development and Support team working under GCS, the core SPGCI frontline Client Service group. Our mission is to foster growth and development in GCS by seizing opportunities through innovation and intelligent risk taking.

Responsibilities:

  • Act as the primary point of contact for handling escalated client issues and complaints, providing timely and effective resolution.
  • Investigate and analyze escalated issues to understand root causes and develop appropriate solutions.
  • Document all interactions, resolutions, and follow-up actions related to escalated issues for future reference and analysis.
  • Identify areas for process improvement and contribute to the implementation of solutions.
  • Engage and supports GCS with readiness for new ways of working, including training, documentation, and guidance.
  • Monitor process performance metrics and implement corrective actions as needed to meet targets and improve outcomes.
  • Support in the creation and documentation of process development plans, timelines, and milestones.
  • Prepare reports and presentations on process development progress and findings.
  • Maintain the Salesforce Knowledge database for GCS processes to uphold its accuracy, clarity, and relevance.
  • Run series of trainings or teach-backs to raise the overall knowledge and skill levels related to GCS processes and SPGCI products.
  • Ensure that processes comply with relevant regulations and quality standards.
  • Provide backup support for emergency outages and high-volume incidents.

Requirements:

  • Advanced knowledge of GCS processes and SPGCI products.
  • Strong analytical and problem-solving skills to interpret complex data and develop solutions.
  • Strong organizational skills to manage multiple tasks and projects simultaneously.
  • Ability to work effectively in a team-oriented environment and collaborate with cross-functional teams.
  • Flexibility and willingness to learn new techniques and adapt to changing project requirements.
  • High attention to details to ensure accuracy in documentation and process execution.
  • Excellent written and verbal communication skills for documentation and reporting.
  • Proficiency in Salesforce, Microsoft Office, and data analysis tools.

The Schedule:
US EST Time

#LI-KD2

About S&P Global Commodity Insights

At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.


We're a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress.

Vital to navigating Energy Transition, S&P Global Commodity Insights' coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (

NYSE:
SPGI).

S&P Global is the world's foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

With every one of our offerings, we help many of the world's leading organizations navigate the economic landscape so they can plan for tomorrow, today.

For more information, visit

What's In It For You?

Our Purpose:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day.

We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow.

At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

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. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets.

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.

We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.


Benefits:
We take care of you, so you can take care of business. We care about our people. That's why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

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.

For more information on benefits by country visit:

Diversity, Equity, and Inclusion at S&P Global:

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets.

Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work.

It doesn't stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.

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: and your request will be forwarded to the appropriate person.


US Candidates Only:
The EEO is the Law Poster describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP Middle Professional Tier I (EEO Job Group)

Job ID: 305204

Posted On:

Location:
Pasig City, Philippines

Pasig Metro Manila Philippines