Assistant Manager, Real Estate Client Support at S&P Global

Makati, National Capital Region, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate, Financial ServicesIndustries

Requirements

Advanced knowledge of Market Intelligence product
Minimum 3 years of working experience in client services role specifically in the Real Estate Industry
Understanding of Real Estate Industry
Strong knowledge of the S&P CapIQ Pro services model
Working experience with internal tools, such as CTS, WEST and DMS etc
People management experience in client facing team
Ability to provide constructive feedback and demonstrate training capabilities
Conflict resolution

Responsibilities

Support Coverage – Ensure uninterrupted 24/7 support coverage of the team, proactively reaching out and communicating with other geographies to ensure there are no gaps in coverage. This also involves managing the weekend support coverage
Daily Case and Queue Management – Managing Fig queue to reduce case escalations and ensuring there is ample support available on CXengage
Review stats on a monthly and quarterly basis – Be well versed with Salesforce and CXengage reporting to ensure you are able to create dashboards and reports to keep an eye on the performance levels of the team
Follow up on surveys – Reaching out to clients on unfavorable surveys or comments to ensure enhancement requests and learning opportunities are recognized and acted on
Ensure customer experience through maintaining quality assurance practices and provide feedback to associates for development
Team Meetings – Organize team meetings and come up with meaningful agenda to ensure everyone is aware of recent events and to boost team morale
Training facilitation – Being able to set up training and oversee a healthy learning environment. Be the first POC for the team for any issues the team might be facing
Onboarding – Be an active part of the onboarding process to ensure effective integration for the newer members of the team
Performance – Managing the team to KPIs. Coach associates where necessary, escalate matters to Management where required. Also, keep an eye on cases to ensure that they logged correctly and in line with the guidelines within the Salesforce manual. Identify where cases not escalated correctly and follow up with associates accordingly
Recruiting – Being an active part of the recruiting process of the team
Team Morale – Ensure the team is feeling engaged and motivated by keeping lines of communication open. Ensuring recognition for all above and beyond efforts
Identify areas of improvement; coach and mentor Associates as needed. Give constructive feedback and develop associates

Skills

Key technologies and capabilities for this role

CapIQ ProSalesforceCXengageReal EstateQueue ManagementReportingDashboardsClient Support

Questions & Answers

Common questions about this position

What is the work arrangement or location for this role?

This information is not specified in the job description.

What skills are required for the Assistant Manager role?

Required skills include working knowledge of the CapIQ Pro platform, knowledge of Real Estate industries, expertise in Salesforce and CXengage for reporting and dashboards, and strong soft skills for client interactions.

What is the team structure like for this position?

The team is a global team present in the Philippines and Pakistan, responsible for supporting and training diverse clients on Real Estate solutions, with opportunities to work across Sales, Relationship Management, Technology, Content, and Product management.

What does the company culture emphasize in this role?

The culture emphasizes relentless pursuit of excellence, deep client relationships, team morale boosting through meetings, maintaining quality assurance, and fostering a healthy learning environment via training and onboarding.

What makes a strong candidate for this Assistant Manager position?

Strong candidates have experience managing teams to KPIs, coaching associates, ensuring 24/7 support coverage, handling queue management, and facilitating training and onboarding, along with proficiency in client support tools.

S&P Global

Provides financial information and analytics services

About S&P Global

S&P Global provides financial information and analytics to a wide range of clients, including investors, corporations, and governments. The company offers services such as credit ratings, market intelligence, and indices, which help clients understand and navigate the global financial market. S&P Global's products work by utilizing advanced data analytics and research to deliver insights that assist clients in making informed decisions and managing risks. Unlike many competitors, S&P Global has a diverse range of divisions, including S&P Global Ratings and S&P Dow Jones Indices, which allows it to cater to various financial needs. The company's goal is to support clients in driving growth while also committing to corporate responsibility and positive societal impact.

New York City, New YorkHeadquarters

1917Year Founded

IPOCompany Stage

Data & Analytics, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Professional Development Budget

401(k) Company Match

Family Planning Benefits

Employee Discounts

Risks

Integration challenges with new acquisitions like ProntoNLP may cause operational issues.

Increased competition from AI-driven platforms like Brooklyn Investment Group.

Dependence on volatile credit ratings market could impact revenue stability.

Differentiation

S&P Global integrates advanced AI tools for superior financial analytics capabilities.

The company offers comprehensive ESG solutions, meeting growing sustainability demands.

S&P Global's diverse divisions provide a wide range of financial services globally.

Upsides

Acquisition of ProntoNLP boosts data analytics and sentiment scoring capabilities.

Rising demand for ESG data enhances S&P Global's market position.

Expansion into India strengthens S&P Global's research and insights offerings.

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