Complaints Manager

Grade Level (for internal use):

The Team:

Customer Experience a core capability within Market Intelligence collaborates closely with the Revenue organization to deliver differentiated customer experience. This group supports our sales teams and business units by overseeing customer success sales operations and the implementation of commercial technologies. This includes tools such as Salesforce alignment with targets in strategic growth areas and driving accelerated growth by placing the customer at the center of all we do. Our focus is on delivering comprehensive customer experience.

The Proposal & Customer Assessment Team plays an essential role in supporting due diligence questionnaires risk assessments audits DORA and other customer inquiries. Our objective is to facilitate the new revenue generation through RFX processes and ensure superior customer satisfaction by providing high-quality proposals and relevant information during pre- and post-sales stages. We serve a diverse range of clients across various geographies and maintain a steadfast commitment to a client-first approach.

Responsibilities and Impact

The Complaints Manager will be responsible for implementing and continuously improving the companys complaint management process. The role will serve as the central point of coordination for complaints raised by clients vendors business partners service providers and other external stakeholders through the companys complaint management webpage.

The role will ensure that every complaint is properly recorded acknowledged investigated assigned to the appropriate owner resolved within defined timelines and closed with appropriate documentation and communication. The position will also analyze complaint trends and drive corrective and preventive actions to reduce recurring issues and improve stakeholder satisfaction.

• Own and manage the end-to-end complaint management process for clients vendors and other third parties.

• Monitor complaints received through the companys webpage and other approved channels ensuring timely registration and acknowledgement.

• Categorize prioritize and assign complaints to the appropriate internal department or process owner.

• Track complaints against defined SLAs and resolution timelines ensuring timely follow-up and escalation of overdue cases.

• Coordinate with relevant stakeholders to investigate complaints establish root causes and determine appropriate resolutions.

• Ensure appropriate corrective and preventive actions are identified implemented and verified before complaint closure.

• Maintain accurate and complete complaint records investigation details actions communications and closure documentation.

• Handle critical sensitive or escalated complaints and coordinate with senior management and relevant functions where required.

• Prepare regular complaint reports dashboards trend analysis and management insights to identify recurring issues and improvement opportunities.

• Continuously improve the complaint management process including workflows escalation mechanisms SLAs reporting and digital complaint-handling capabilities.

Basic Required Qualifications

• 8 years of complaints handling and execution experience.

• Should understand the organizations complaint-handling policy and process.

• Must be able to communicate clearly and professionally with complainants.

• Should deal with complainants respectfully patiently and fairly.

• Must be able to collect information maintain records and prepare complaint reports.

• Should handle complaints objectively protect sensitive information and avoid conflicts of interest.

Additional Preferred Qualifications

• Exceptional communication and interpersonal skills able to engage and influence stakeholders at all levels with flexibility and negotiation expertise to drive optimal outcomes.

• Strong analytical and problem-solving abilities skilled in assessing complex data and developing actionable strategies.

• Self-motivated with a keen eye for detail ensuring high-quality execution in all tasks.

• Highly proficient in managing multiple projects simultaneously demonstrating adaptability as priorities shift and showing creativity and perseverance in problem-solving.

• Demonstrates consistent creativity and initiative across all tasks.

• Fosters strong collaborative relationships with internal teams enhancing synergy and teamwork.

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 andmake decisions with conviction.

For more information visit In It For You

Our Mission:

Advancing Essential Intelligence.

Our People:

Were more than 35000 strong worldwideso were 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 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. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity Discovery Partnership

Throughout our history the worlds 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 cantake care of business. We care about our people. Thats why we provide everything youand your careerneed 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: Its 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 awardssmall perks can make a big difference.

For more information on benefits by country visit: Hiring and Opportunity at S&P Global:

At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.

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