About the Role:

Grade Level (for internal use):

The Team: As our Client Support team expands, you will play a pivotal role in sustaining our momentum. Join a team of innovators dedicated to problem-solving and delivering unparalleled customer experiences in a dynamic environment. Together, we serve our diverse global clientele with excellence. Our management is committed to fostering a workplace that nurtures the growth and potential of our colleagues.

The Impact: As a leading force in transaction reporting worldwide, Cappitech has been delivering regulatory technology solutions for over twenty years. Our cloud-based, cross-regulation Software as a Service (SaaS) platform empowers banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory standards seamlessly. With a diverse workforce representing our global clientele, we embody S&P Global values of inclusivity, collaboration, and integrity.

What’s in it for you:

• Global Nature of the Role: Collaborate with diverse teams across multiple regions to resolve client queries, gaining global insights and understanding of derivative markets, regulations, and practices.
• Impactful Contribution: This role requires a mix of strategic thinking, hands-on team management, understanding of the core product and interpersonal skills to effectively lead and support the team. Play a key role in providing excellent customer experience that directly influence business outcomes and shape the future direction of the product.
• Exposure to Industry Experts: Work closely with industry experts, decision-makers, and thought leaders, offering a unique opportunity to build valuable product.

Key Responsibilities:

Client Support & Issue Resolution

• Address customer inquiries and requests promptly and efficiently, ensuring resolution within agreed service levels.
• Assist clients in understanding the functionality of the solution and resolving complex reporting challenges.
• Troubleshoot client issues by analyzing data in various formats (Excel, JSON, XML, FpML), and comparing against mapping sheets, technical specifications, and business requirements to identify discrepancies or system bugs.
• Conduct Root Cause Analysis (RCA) to identify the underlying source of data inconsistencies or system failures.

• Cross-Team Collaboration
  • Collaborate closely with Product, Application Support, and Development teams to identify, communicate, and resolve system bugs or issues.
  • Participate in testing of implemented fixes to ensure resolution and functionality.
  • Develop strong relationships with internal teams such as Product, Integration, and Support to facilitate smooth communication and effective problem-solving.
• Issue Escalation & Follow-Up
  • Escalate issues in a timely manner and ensure appropriate follow-up until full resolution is achieved.
  • Proactively manage and reduce client escalations, coordinating across Support and other business areas to ensure a prompt and satisfactory resolution.
• Client Communication & Stakeholder Management
  • Deliver clear, confident, and concise communication to clients, safeguarding the interests of S&P, its clients, and the reputation of its services.
  • Provide consistent updates and transparency throughout the resolution process, ensuring clients are informed and confident in the support provided.
• Testing & Project Support
  • Support validation activities or User Acceptance Testing (UAT) as part of issue resolution or new feature rollouts.
  • Contribute to client-specific projects as required, including scoping, testing, and post-implementation support.

Team Leader Responsibilities

As a Team Leader, you will manage and motivate a team of 3-4 members to achieve business goals while ensuring high-quality performance and operational efficiency. You will foster a positive, collaborative work culture and adapt to a dynamic environment.

Key responsibilities include managing client communications and escalations via phone and email, clearly representing S&P and protecting its reputation. You will join calls with Sales and Clients to understand project requirements, assess support scope, and evaluate effort for execution.

Additional duties:

• Set clear goals and KPIs, monitor performance, and provide constructive feedback.
• Manage team scheduling, workload distribution, and resolve conflicts.
• Mentor team members and encourage continuous improvement.
• Identify and implement process improvements.
• Ensure timely resolution of escalations to maintain customer satisfaction.

What We’re Looking For:

• Proven leadership and team management experience would be a plus.
• Possession of a bachelor’s or master’s degree in business administration, technology, or a related field.
• Completion of any financial certifications such as FRM or CFA would be a plus.
• Proficiency in Excel, SQL, and understanding of an API.
• Demonstrated experience of 6 to 9 years in financial markets or fintech.
• Previous hands-on experience in SFTR regulatory reporting  
• A solid understanding of Securities finance products such Repos, Reverse Repos, Stock Lending & Borrowing  
• Understanding of the trade lifecycle across major financial asset classes including securities finance, exchange-traded, and OTC derivatives.
• Familiarity with financial markets and Regulatory Reporting Regimes (SFTR/MiFID/EMIR/ASIC/MAS/JFSA/CFTC).
• Ability to comprehend technical concepts.
• Competence in querying and extracting data from databases.
• Knowledge of other vendor systems like ANNA, Reuters etc. is advantageous.

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

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:

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