JobDescription : The Location: London, UK The Grade: (for internal use only) G9
Role Purpose: This position is responsible for specialist product support within the first line Client Services team. The incumbent will respond to complex client enquiries on data, research, analytics and functionality by phone, email and chat. They will have expert knowledge of the product content and functionality and act as an interface between 1st level support and the 2nd level escalation points of contact to resolve client inquiries quickly and accurately. The Specialist Consultant will assist Client Support Managers in training and developing other team members and be required to help provide cover for 1st level as necessary.
The Impact: Serve as a Specialist within Product Support for the S&P Global Market Intelligence offering. This involves answering client questions to an expert knowledge level, as well as acting as a specialty resource for the rest of the Client Services team. Deliver face to face and WebEx product training to end users and conduct effective phone demonstrations on data content, research, analytics and functionality.
The Career Opportunity
Specialist Consultants work with CS Management ensuring that Consultants have the necessary tools, training and support to become experts on the Platform, Excel and CIQ Excel Plug-in functionality, data and research.
Work with Client Service Managers to develop and deliver training on product platforms and content for new starters and other employees. This includes updating training modules/materials to ensure they are current and aligned with product releases. It will also include mentoring and developing the skillset of new starters and other Consultants.
Liaise with Management and Consultants to ensure that the global/regional client satisfaction, productivity related KPIs and other goals are met or exceeded
Talent acquisition: Be an active member of the recruitment cycle. Participate in recruitment of new hires and testing knowledge as new hires progress through their training programme.
Talent retention: Set high people standards, coach for high performance and export talent. Create and sustain strong competencies across EMEA Client Services building autonomy, empowerment and accountability.
Extract and analyse internal activity/performance data as well as client intelligence from customer interactions into the CRM system (Salesforce). Produce statistics to measure performance vs targets. Share findings and ideas for product/data enhancement with other departments (Product and Content, Marketing, Sales etc)
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 your and the Consultants career.
The Team/Business: S&P GMI is the combination of SNL Financial and S&P Capital IQ and with its long history and experience in the financial markets among professionals globally for accurate financial information and powerful analytical tools. S&P GMI provides multi-asset class data, research and analytics to investment banking, private equity firms, corporates, institutional investors, investment advisors, academic institutions and wealth managers around the world. We offer a broad suite of capabilities designed to help track performance, generate alpha and identify new trading and investment ideas, and perform risk analysis and mitigation strategies.
The successful candidate will possess expert knowledge of the CapitalIQ platform (from both a content and functionality prospective including Propietary Data use), Excel Plug-in and other S&P Global Market Intelligence Desktop products such as Ratings Direct.
Full proficiency on Salesforce.com, Client Services workflow and procedures for handling cases and escalation paths.
Knowledge and experience using Diagnostics/Consultative technices (Examples: SPIN, PRG etc)
Minimum 2.1 in a BSc or BA degree (Finance, Accounting, Economics preferred)
Fluent command of English. Other European languages are desirable but not a must.
Excellent communication, training and presentation skills.
Familiarity and interest in accountancy and financial markets. CFA charterholder or candidate desirable.
Outstanding PC skills and excellent working knowledge of ExcelDesire 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
Willingness to take on a wide variety of tasks
Open Date: 24th June 2019 Close date: 24th July 2019 Salary: Competitive & bonus
S&P Global Market Intelligence At S&P Global Market Intelligence, we know that not all information is important-some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.
S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/marketintelligence. S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local 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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
Internal Number: 6127973
About S&P Global
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