Data Specialist/ Data Associate

About the Role:

Grade Level (for internal use):

09

The Team: As a part of the newly formed Content Customer Success Team, this role centers around ensuring best in class, timely, and effective support to our customers, positively impacting our NPS scores. Your primary responsibility will be resolving customer concerns around our data collection/curation methodology achieving the core objectives of Accuracy, Timeliness and Comprehensiveness. This role will also give you a chance to be a part of strategic projects that will help in improving our NPS and overall client experience. 

The Impact:

If you think you have great ideas and an innate mindset towards driving best in class customer satisfaction, hop on! Aligned with our data strategy, we are bringing our core customer query processes, traditionally sitting under individual datasets, under one roof! There will be tremendous opportunity for you to gain cross dataset Knowledge relating to F&S, Industry Fundamentals & Market data, and be a role model when it comes to serving our customers. 

What’s in it for you:  

This position is an excellent steppingstone to understand client dynamism. 

Opportunity to work in close collaboration with Client support team, Data Management/Operations & Product Management.  

Opportunity to work in positive partnership with leaders of all levels and colleagues to drive results 

Opportunity to venture into the field of data analysis and explore the world of Automation and Artificial Intelligence/machine learning  

Responsibilities:

• Process KPI Maintenance for client queries ensuring TAT is met and quality responses are provided to the clients. Ensuring the key performance drivers of CQ timeliness and quality of responses are met consistently. 

• Driving “client first” strategy ensuring team members are consistently sensitized on the value it drives 

• Work with LEAN mindset & inculcating automation into the process 

• Accountable to reduce wait times, hand-offs, drive cross training, capacity utilization, preparing heat map and other key metrics 

• Leveraging client support experience in mentoring teammates for process improvement initiatives 

• Managing client centric projects independently includes scoping the project, Problem Statement, implementation Roadmap, Communication ETAs, Monitoring progress. 

• Effectively working with front line associates, timely unlocking of day-to-day hurdles w.r.t. data queries and resolutions. Stakeholder collaboration like Stewards group, Product team interaction etc. 

• Working closely with Operations and Data Management group on resolving complex customer questions. 

• Deliver on predefined individual and team targets including delivering outcomes with quality and excellence. 

• Stay abreast of updated guidelines and policies 

• Involvement in policy formation, data extraction through SQL, trend analysis and brainstorming on systematically clean bad data to deliver quality data to clients 

• Project planning, execution and control i.e. end to end accountability 

• Timely and clear communication to Management, Product team and clients about work in progress/ETAs and challenges 

• Collaborate with other teams in department and global teams to achieve organizational goals and promote diversity 

• Knowledge share, policy documentation, client centric projects, Process review, Mentorship etc 

• Ideate and execute Process improvement and Automation projects 

What We’re Looking For:  

• Good Written and Verbal Communication 

• Understanding of LEAN principles 

• Client centric mindset 

• Working knowledge of Advance Excel & Hands on experience in developing and executing SQL Queries 

• Well versed with secondary research, has an analytical Mindset 

• Ability to prioritize, multi-task and effective Time Utilization/Project Management skills 

• Ability to interact with many levels and to face and deal with issues in a mature and professional manner 

• Comfortable to work in rotational shifts, night shift and flexible hours 

Preferred Qualifications: 

• Bachelors or Master’s in Business Management preferred 

• Prior experience of handling client Escalations preferred

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.

For more information, visit www.spglobal.com/marketintelligence.

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.

From 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. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

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 education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s 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 awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

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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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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20 - Professional (EEO-2 Job Categories-United States of America), DTMGOP202.1 - Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)