Client Support Manager

About the Role:

Grade Level (for internal use): 10 The Team:

The WSO Client Support Services (CSS) team operates as a critical liaison between clients and internal product and operational teams, providing L1 application and reporting support, with a focus on syndicated loan agency and compliance workflows. Our team supports the technical and operational stability of WSO Agency and Compliance services, ensuring data integrity, accurate reporting, and prompt resolution of client-reported issues. The role requires a blend of system troubleshooting, relationship management, and project execution skills to deliver a seamless client experience.

Responsibilities and Impact:

S&P Global is seeking a motivated and client-centric WSO Compliance and Agency Support Lead to join the CSS team, serving as a key contact for managing daily support and strategic initiatives for our compliance and agency clients. The ideal candidate should bring a deep understanding of WSO workflows, compliance industry knowledge (CLO, coverage test, concentration limits), strong troubleshooting acumen (e.g., reporting issues, API/API file delivery, system errors), and an ability to manage both client expectations and internal stakeholder coordination. This role combines frontline client support with light project management, ensuring operational success across a growing global client base. Opportunity to lead compliance and agency-focused support operations within the broader WSO platform

Work cross-functionally with Product, Engineering, and Operational teams to resolve issues and deliver enhancements

Direct interaction with a diverse client base across the syndicated loan market

Visibility into high-priority initiatives and client escalations, influencing product and process improvements

Professional growth in a global organization that values initiative, ownership, and collaboration

Serve as a primary point of contact for clients, triaging L1 issues related to WSO Compliance and Agency, reporting discrepancies, API/API feed issues, and system behavior

Partner closely with internal stakeholders to investigate, resolve, and communicate technical issues and reporting anomalies

Own and manage client-facing projects or recurring initiatives, such as report optimizations, onboarding coordination, or file delivery improvements

Track, report, and analyze portfolio-level metrics against key performance indicators (KPIs), proactively identifying trends or risks

Identify process enhancement and build workflows and SOPs

 Act as an escalation point for high-impact client issues, balancing client satisfaction with internal delivery constraints

Provide ongoing training, mentorship, and support to team members to promote performance excellence

Drive continuous improvement efforts across workflows, documentation, and client communication protocol

What’s in it for you: Exposure to end-to-end Agency and Compliance service operations within global financial institutions

Opportunity to build strong client relationships and service delivery expertise

Involvement in cross-functional collaboration across Compliance, Operations, and Technology teams

Opportunity to contribute to process improvement and service optimization initiatives

High visibility role with direct client interaction

What We’re Looking For:

Basic Required Qualifications: Direct experience of WSO, Compliance Services or Syndicated Loan Market is a must

Experience liaising with Senior Stakeholders

Experience working in a high-pressure client facing role

Proven ability to think critically and comfortable challenging the status quo for better results

Organized, able to multi-task, and have positive attitude to achieve deadlines

Self-starter with an attention to detail

Self-motivated; able to work independently with minimal supervision  

Experience project managing or coordinating technology and business delivery as a team player

Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role

Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients

Data and reporting tools (e.g., Excel/CSV, BI dashboards, scheduled report, data analysis)

Communication: Excellent, written and verbal communication skills

Ability to articulate operational and compliance concepts clearly and professionally

Confident in client-facing discussions and service updates

Teamwork: Collaborative partner to Operations, Compliance, and Technology teams

Comfortable working across regions and time zones

Contributes positively to team culture and continuous improvement efforts

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 Mission: Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values: Integrity, Discovery, Partnership

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

Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected and engaged 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 spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to  reportfraud@spglobal.com . 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 .

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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:  Know Your Rights: Workplace discrimination is illegal

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10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.1 - Middle Management Tier I (EEO Job Group)