Head of Customer Service, Support & Operations for Risk & Valuations Services (US)

New York City, NY - USA

Monthly Salary: $ 216500 - 257665

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

About the Role:

Grade Level (for internal use):

The Team:

We are seeking a strategic customer-centric execution-focused leader to serve as the Head of Customer Service Support and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence providing data insights and analytics to wide range of customer segments. RVS has three sub-groupsCredit Solutions (CS)Data Valuations & Risk Analytics (DVR)andGlobal Insight (GI).

Responsibilities & Impact:

This role will be responsible for setting and leading a compelling vision for the RVS Customer Excellence program that delivers differentiated customer value and outstanding experience. The ideal candidate brings a deep understanding of S&P Globals data analytics and platform ecosystem a passion for customer-centric innovation and a relentless focus on operational excellence. They should have experience of leading scaled global teams across customer service support and client operations ensuring seamless delivery and support of our solutions.

Strategic Leadership: Define and lead a compelling vision for RVS Customer Excellence. This vision should clearly set the road map key elements and investments required to maximize the RVS customer and experience
Customer Experience Leadership: Champion a customer-first culture by designing and executing service strategies that anticipate client needs and exceed expectations.
Operational Excellence: Drive efficiency scalability and quality across all support and service operations leveraging automation AI and data-driven insights.
Cross-Functional Collaboration: Partner with Product Technology Commercial and Content teams to ensure alignment on customer feedback product enhancements and go-to-market strategies.
Voice of the Customer: Serve as a key advocate for the customer internally ensuring their voice informs product development service design and strategic planning.
Team Leadership & Development: Lead and inspire a global team of service professionals fostering a culture of accountability continuous improvement and innovation.
Performance & Metrics: Define and track KPIs related to customer satisfaction (e.g. NPS CSAT) operational efficiency and service quality. Use insights to drive continuous improvement.
Risk & Compliance: Ensure all customer operations adhere to regulatory data privacy and internal compliance standards.

Compensation/Benefits Information (US Applicants Only):

S&P Global states that the anticipated base salary range for this position is $216500 to $257665. Base salary ranges may vary by geographic location.

In addition to base compensation this role is eligible for an incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees visit Were Looking For:

Basic Qualifications:

Proven leadership experience in customer service support or operations within a data SaaS or financial services environment.
Deep knowledge of S&P Globals solutions and the personas we serve (e.g. buy-side sell-side corporate issuers data consumers).
Strong understanding of the jobs to be done framework and how to unlock value for clients through service design.
Demonstrated success in leading global teams and managing complex matrixed environments.
Passion for customer advocacy operational rigor and innovation.

Flexible Working

We pride ourselves on our agility and diversity and we welcome requests to work flexibly. For most roles flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best for you. We will always try to be adaptable wherever we can.

Return to Work

Have you taken time out for caring responsibilities and are now looking to return to work As part of our Return-to-Work initiative we are encouraging enthusiastic and talented returners to apply and will actively support your return to the workplace.

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.

Recruitment Fraud Alert:

If you receive an email from a domain or any other regionally based domains it is a scam and should be reported to. S&P Global never requires any candidate to pay money for job applications interviews offer letters pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines fraudulent domains and how to report suspicious activity here.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity color religion sex sexual orientation gender identity national origin age disability marital status military veteran status unemployment status or any other status protected by 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:and your request will be forwarded to the appropriate person.

US Candidates Only:The EEO is the Law Poster discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - - Senior Management (EEO Job Group) (inactive) 10 - Officials or Managers (EEO-2 Job Categories-United States of America) OPRTON102 - Senior Management (EEO Job Group)

Required Experience:

Director

About the Role:Grade Level (for internal use):14The Team:We are seeking a strategic customer-centric execution-focused leader to serve as the Head of Customer Service Support and Operations for Data & Research (RVS). RVS is part of S&P Global Market Intelligence providing data insights and analytics...