Lead Data Analyst - Data Operations

About the Role:

Grade Level (for internal use):

The Role: Lead Data Analyst - Data Operations

The Team: As a member of the Content Customer Success Team, this role focuses on providing timely and effective support to our customers, contributing to our Net Promoter Score (NPS). Your primary responsibility will be to assist in addressing customer inquiries related to our data collection and curation methodologies, ensuring we meet our core objectives of accuracy and timeliness. This position also offers opportunities to participate in projects aimed at enhancing client satisfaction and overall experience.

The Impact: If you are passionate about customer service and have a keen interest in improving customer satisfaction, we want you on our team! In alignment with our data strategy, you will support the consolidation of customer query processes into a unified framework. This role provides a valuable opportunity to gain insights into Fundamentals, helping you contribute to outstanding service delivery.

What’s in it for you: This position is an excellent opportunity to develop your understanding of client dynamics. You will collaborate with the Client Support team, Data Management/Operations, and Product Management. Additionally, you will work alongside leaders and colleagues to achieve meaningful results. This role also allows you to explore data analysis and gain exposure to automation and emerging technologies.

Responsibilities:

• Assist in maintaining Key Performance Indicators (KPIs) for client queries, ensuring turnaround times (TAT) are met and quality responses are provided.
• Embrace a 'client-first' strategy in every interaction, understanding that our success hinges on their satisfaction.
• Acquire and retain a basic understanding of product features, functionality, and updates to effectively address client inquiries.
• Contribute to fostering a LEAN mindset and integrating automation into processes.
• Help reduce wait times and hand-offs, promoting cross-training and optimizing capacity utilization.
• Collaborate with team members to address day-to-day challenges related to data queries and resolutions.
• Work closely with the Operations and Data Management group to assist in resolving customer inquiries.
• Contribute to achieving individual and team targets with a focus on quality.
• Stay informed about guidelines and policies to ensure compliance.
• Participate in data extraction processes and assist in trend analysis.
• Communicate effectively with management and team members regarding work progress and challenges.
• Collaborate with other teams to support organizational goals and promote a diverse work environment.
• Engage in knowledge sharing and support process improvement initiatives.
• Ability to train newcomers into the CCS team on the dataset and process.

What We’re Looking For:

• Strong written and verbal communication skills.
• Dataset knowledge on General Fundamentals
• Basic understanding in Product knowledge.
• Basic understanding of LEAN principles.
• A client-centric mindset focused on delivering quality service.
• Proficient in Microsoft Excel and familiarity with SQL queries is a plus.
• Well-versed in secondary research and possess an analytical mindset.
• Familiarity with data visualization tools such as Power BI or Tableau is advantageous.
• Ability to prioritize tasks, multitask effectively, and demonstrate time management skills.
• Comfortable interacting with various levels of staff and addressing issues professionally.
• Willingness to work in rotational shifts, including night shifts, and flexible hours.

Preferred Qualifications:

• Bachelor's degree in business management or a related field preferred.
• Minimum of 2+ years' experience as Grade 7
• Previous experience in client support or customer service is a plus.
• Proficiency in Microsoft Office Suite; experience with CRM systems is advantageous.
• Problem-solving mindset with a focus on customer satisfaction.
• Eagerness to learn and adapt to new challenges.

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 [email protected]. 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: [email protected] and your request will be forwarded to the appropriate person.

US Candidates Only: Know Your Rights: Workplace discrimination is illegal

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