Outsourcing Delivery Associate Director

IHS Markit
Dallas, USA
May 25, 2022
Jun 03, 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Company Overview
IHS Markit (S&P Global Market Intelligence) harnesses deep sources of information, analytics and ability to forge solutions for the industries and markets that drive global economies. Our company partners with clients in business, finance and government to supply the unrivalled insights and perspectives that lead to well-informed, confident decisions. We call this The New Intelligence.
IHS Markit (S&P Global Market Intelligence) serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500. We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace and defense, chemical, and economics and country risk.
Headquartered in London, IHS Markit (S&P Global Market Intelligence) (NASDAQ: INFO) is committed to sustainable, profitable growth.
Department Overview:
Solutions Operations is the industry leader in leveraged loan, private equity and high-yield solutions and provides comprehensive products and services for portfolio management, administration, reporting, and analysis. Through our numerous platforms, managed services, or full outsourcing to front to back-office functions, Solutions Operations offers flexible and unique solutions tailored to client needs.
Position Summary
IHS Markit (S&P Global Market Intelligence) is seeking an experienced & motivated Onboarding Associate Director. This person needs to be familiar with client tracking, large client onboardings, tier 1-3 SAAS technical support, RAG (red, amber, green) status, client key performance indicators, training, and project management. This team member will work with management, training, implementations, product, and other team members to ensure smooth onboarding process and efficient client hand off. They will be at the forefront of the training process for our clients, existing and new team members, and the internal teams they face off with.
This team member will use client data to ensure a positive Solutions-Operations-wide client onboarding experience to protect revenue through various projects, commercial endeavours, and client presentations. This person will also serve as the Operations Liaison and advocate for the end-user, both within Operations and other department. This person is required to be the subject matter expert for the industry, product, technical, and client knowledge that IHS Markit (S&P Global Market Intelligence) and WSO (Wall Street Office) are known for. If you are looking for a challenging and rewarding adventure into client success and project management, look no further. We are waiting for you!

Duties & Accountabilities
  • Provide onboarding support for new clients to ensure a smooth and efficient client hand off process while working with management to implement and maintain a client onboarding pipeline and team load balancing procedures. These tasks could include but are not limited to:
    • Setting clients up for success by fostering relationships and proper client workflows from onset/infancy stage.
    • Proactively analyzing implemented client's needs and delivering fully functional clients.
    • Driving client adoption of best practices, processes, and sticky products that improve the overall relationship (i.e. integration, automation, data/doc delivery, reporting API).
    • Setting appropriate expectations at the onset.
  • Guide the implementations team by implementing and fortifying strict onboarding guidelines that help maintain the stability of the entire operations team.
  • Work hand and hand with operations and training teams to build training material and processes that support self-service efforts for our clients in addition to elevating the training efforts of our new/existing team members.
  • Manage day-to-day client inquiries including the orchestration of workflow and prompt resolution between internal teams. Inquiry types include data reconciliation and validation, financial data delivery via WSO Reporting, Integration failures management, etc.
  • Analyze RAG status for client relationships. Strategize resolution plans to improve declining client relationships. Work with internal teams such as Leadership, Sales and Client Management to supply any trends that may need further study, product development or change in service offering.
  • Lead research and projects on cross product integrations, workflow enhancement to support the client's business requirements and strategic growth. This includes direct client engagement, project management, and presentation coordination where necessary.
  • Serve as subject matter expert for all Solutions products and service offerings, able to join internal and external client meetings or calls to analyze client needs and make recommendations on operational flows and product usage. Contribute presentation materials where necessary.
  • Capture and report client statistics, trends, and metrics based on a series of quantitative measures and key performance indicators across Solutions Operations, including but not limited to client surveys and scorecards, client satisfaction measuring tools, and client volumes.
  • Aid all team members with daily project management, data validation, and data deliverables as needed.
  • Supply overall support and customer service to clients; ensuring a team coverage model of 8 AM - 5 PM CST is in place daily.
Business Competencies
Education and experience
BA or BS from accredited institution or equivalent work experience needed
Business/Finance/Accounting strongly recommended
Commercial awareness
Experience in high-yield or leveraged loan financial market

Exposure to software development & project management

Onboarding and projects pertaining to client implementations

Strong PC (Personal Computer) skills - Microsoft Office

Business intelligence (Power BI) and SQL skills are a plus

Experience with Wall Street Office Product Suite is preferred

Management requirements

Personal Competencies
Personal impact
Strong work ethic - organized, detail oriented, analytical, task driven

Technical awareness through software applications

Adept at building strong client relationships with an emphasis around overall client execution
C-level, sales communication skillsets
Dotted Line Management, leading by example


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.

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