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S&P Global Market Intelligence
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Client Services/Customer Care Support Associate Manager

Client Services/Customer Care Support Associate Manager

S&P Global Market Intelligence

1 - 5 years

3 - 7 Lacs

gurugram

Posted:15 hours ago| Platform:

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Skills Required

customer care business metrics customer service sales microsoft office suite microsoft office r customer satisfaction product management service delivery customer care management finance crm customer experience communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Grade Level (for internal use):

Job Summary: The Client Services/Support Associate Manager will be responsible for managing the client support team in Gurgaon India , ensuring high-quality service delivery and managing client relationships. This role involves collaborating with internal stakeholders, technical and product teams to enhance client satisfaction and drive service improvements. The role is expected to work mainly during the US Hours but will have direct reports to manage, working in the APAC hours.

Principal Accountabilities:

Develop and initiate business and operational vision that drive organization, process and technology improvements in support of new and changing product requirements.
Effective and timely communication with both internal and external customers around business metrics, collaboration and customer delight
Continuously and proactively strive to improve Customer Delight within area of responsibility
Proactive leadership to maximize organizational and colleague effectiveness through improving engagement and skill sets of team members
Lead and mentor the client support team, providing guidance and support to ensure efficient operations.
Decisions are guided by policies, procedures and the local business plan; receives guidance and oversight from manager/director

Job Complexity / Scope Differentiators:

Supervise and leaders the Customer Care team in the location and is responsible for efficient and effective supervision of the teams processes and operations
Serves as a leader and role model to drive superior Customer Care which will support and enhance the overall customer experience
Works closely with key stakeholders, including Sales, Product Management and Customer Care Management to communicate issues and help develop customer care goals and processes
Accountable for execution of the teams day-to-day customer service operations within defined standards
Tracks performance against service levels, quality, customer satisfaction, and cost
Requires limited independent decision making
Follows clearly defined practices and Standard Operating Procedures (SOPs)
Handles related management escalations
Builds a culture that is based on teamwork and S&P Global values

Knowledge and Skills:

Very analytical in thinking and can apply thoughts to clear actions
Understand linkages between colleague engagement, customer satisfaction and revenue performance
Has excellent communication skills, both written and verbal
Experience influencing in a matrixed organization to drive big outcomes by building strong trusted relationships
Developing knowledge across S&P Global Market Intelligence product groups from an information/content perspective
May have more detailed knowledge of one or more product disciplines
Broad knowledge of internal customer facing processes

Qualifications:

Bachelors degree in Business or Finance, Communications, or a related field.
Minimum of [3] years of experience in client services or support roles, with at least [2] years in a management position.
Strong communication and interpersonal skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Proficient in CRM software and Microsoft Office Suite.

Physical Requirements/ Working Environment:

Works well under pressured working environment
Good tardiness & attendance track record
Require working on Shift Rotation basis to supervise teams accordingly
Able to join necessary management scheduled meetings
Able to work during Public Holidays (compensated accordingly)

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Client Services/Customer Care Support Associate Manager