Manager, Client Services (CIQ)  

Role: Manager, Client Services (CIQ)

Location: Makati, Metro Manila, Philippines

The Team:

The S&P Global Market Intelligence’s Client Services Manager role offers an opportunity to be part of a rapidly growing company with an exceptional corporate culture. Our data, analytics, and research help our customers make informed, smarter business decisions and investments. You will join a team of energetic professionals who are dedicated to provide the best product support experience to our clients. You will work with them personally to optimize their workflows and streamline their research and data analysis needs. If you’re a natural problem solver, a team player, with a passion for finance then this could be the role for you.

Client Services support the sales and retention efforts for S&P Global Market Intelligence products (the focus for this position is on desktop products primarily CIQ) through 1st line support over chat, phone and email.

The Manila Client Services team is dynamic, high performing and energetic. We are looking for individuals who can work well within a team and can demonstrate exceptional learning agility, creativity and problem solving ability.

The Impact:

The role of the Client Services Manager is to manage, maintain, and improve the processes already in place to ensure the delivery of the highest quality service to our clients as well as providing the best experience for the Client Services team. We encourage innovation and creativity in establishing other responsibilities as we operate in a dynamic environment.

What’s in it for you:

This position will be working with multiple levels of the team. Due to frequent interactions with sales, marketing, content and product management, this is a highly visible role with potential for growth outside the department.

Global nature of the role: work with clients and internal colleagues from around the world. Although Manila covers the Asian working hours we speak to clients from around the globe.

The role offers individuals the opportunity to become subject matter experts in different datasets, products, systems and processes.

Client Services is often the starting point to grow within the company. There is big emphasis on coaching and development talent development and professional growth.

Responsibilities:

• Ensure the highest levels of Client satisfaction and other KPIs are achieved in relation to yearly team and global goals. Performance and productivity statistics are maintained and created.
• Talent retention and performance management: Manage a team of Client Services Associates. Set high people standards, coach for high performance and export talent. Create and sustain strong competencies across APAC Client Services building autonomy, empowerment and accountability.
• Identify training needs, design curricula, deliver and administer team trainings. Ensure that the team has the necessary tools, training and support to become experts on the functionality, data and research.
• The Client Services Manager must understand client applications and needs when making policy decisions.
• Talent acquisition: Be an active member of the recruitment cycle.
• Make sure that there are no gaps in coverage.
• Project Management: product and system migrations.
• Role modelling: Display the attitude, values and practices that support the process of continuous learning and development for you and your team members. Professional development includes team building, time management and skills required to progress you and your direct reports’ career.

What We’re Looking For:

Basic Qualifications:

• University Degree (Finance, Accounting, Economics or Business preferred) or equivalent experience. Familiarity and interest in financial markets.
• Experience and passionate about product and customer support including delivering training to end users.
• Experience in a team leader or managerial position. Including experience of recruiting, conducting performance reviews, advising staff and assisting with professional growth and development.
• Fluent command of English.
• Excellent communication, training and presentation skills.
• Outstanding PC skills and excellent working knowledge of Excel.
• Desire and flexibility to learn, adapt and grow in an ever-changing environment
• Ability to effectively multi-task in a fast-paced environment and must possess the ability to work independently and to be a self-starter. Effective organization and time-management are essential.
• A team player and someone willing to take on a wide variety of tasks.
• Solution-oriented. Excellent interpersonal skills combined with attention to detail
• Knowledge of CRM systems and call centre systems.

Desirable

• Background/strong knowledge of S&P Global Market Intelligence products and services
• Experience of new product testing and rollout.