Global Head of Client Support

**Global Head of Client Support**:

- London, United Kingdom; Manchester, United Kingdom
- Operations Group
- 313652

**Job Description**:
**About The Role**:
**Grade Level (for internal use)**:
13
** Team**:
As a global leader in trade and transaction reporting, the S&P Cappitech team has been delivering Regulatory Technology solutions for over two decades. Our cloud-based, cross-regulation SaaS platforms empower banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory requirements.

Our support team is expanding, and we need a global lead to play a pivotal role in this growth. You will join a team of problem solvers and solution finders with a passion for delivering the best customer experience in a fast-paced environment. We are a diverse team supporting our global customers. S&P values inclusiveness, collaboration, and integrity, and our management strives to create a work environment that encourages our colleagues to achieve their full potential.

**Position Summary**:
**Duties and Accountabilities**:

- ** Leadership**: Provide an effective and inspiring day-to-day leadership presence to direct and indirect reports as well as colleagues in adjacent functions.
- ** Objective Setting**: Set clear objectives for your leadership team, evaluate progress, and cultivate a high-performance culture with a focus on collaboration, customer experience, accountability, and ownership.
- ** Operational Efficiency**: Ensure working practices, tooling, and internal processes are well-defined and operational with mínimal disruption, leveraging technology to drive productivity and efficiency.
- ** Collaboration**: Partner with internal functions, including Service Management, Technology, Integration, Sales, and Product teams, to ensure the highest level of service for our customers.
- ** Product Development**: Drive product enhancements by maintaining an effective feedback loop with the Product Management team, incorporating client feedback to improve and develop the product offering to meet end-user needs.
- ** Escalation Management**: Manage internal and external escalations related to Client Support services, providing clear remediation steps where appropriate and keeping stakeholders informed.
- ** Team Development**: Foster the growth and development of your team, helping each individual to learn and thrive. Lead the team through the evolving business environment by providing them with the necessary tools, knowledge, and career development opportunities.
- ** Performance Metrics**: Utilize case management KPIs to drive best practices in Salesforce case management, achieving Enterprise Solutions-wide KPI targets.

**About S&P Global Market Intelligence**

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

**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.

**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 educa