Manager, CRM Operations

About the Role:

Grade Level (for internal use):

11

The Role: Manager, CRM Operations

The Grade (relevant for internal applicants only): 11

The Location: Islamabad, PK

The Team:

You will be joining a diverse group of global and local team members with a presence in India, Pakistan, and the Philippines. We support the commercial front-line team in the Order-to-Cash process by submitting quotes, generating contracts, and liaising with OTC teams such as legal, Order Management, Fulfillment, and Client Financial Relations. This CRM Operations team enjoys a unique position in the organization and is continuously growing as it integrates its operations with other departments to aid an ever-increasing list of individuals and departments within the commercial organization.

The Impact:

The CRM Ops team plays a critical role in the commercial buying experience. In this role, you will be responsible for improving the efficiency of the team with an impact to the entire Commercial organization as well as to the client experience.

What’s in it for you? 

• Lead a team of highly skilled and motivated individuals across multiple site offices Growth/development opportunities. 

• Interaction with various internal partners across the global organization.

Responsibilities: 

• Serve as a site lead and point of contact for issues regarding personnel, cases, and process for the CRM Operations team

• Champion teamwork across teams and functions to reinforce standard methodologies and consistency while ensuring high levels of work quality and efficiency to achieve team’s critical metrics (Productivity, quality, Timeliness) management.

• Effectively evaluate employee performance including assigning goals, conducting performance reviews, and developing direct reports for success.

• Embed a culture of lean, automation and process improvement within the team

• Reinforce the client first culture to further improve clients experience with us

• Review payment/billing-related inquiries, access related and re-direct them for RCA (if required) and/or concerned internal departments, ensuring to keep all meaningful partners in the loop.

• Liaise with internal partners (relationship managers, sales executives, and other key internal departments) as part of day-to-day operations as well as any special projects (assigned on as-needed basis).

• Work with DG & Analytics team to help create reports/Dashboards to Identify gaps and develops mechanisms to provide operational support for new capabilities

What We’re Looking For: 

Basic Qualifications/ Skill Set:

• Bachelor's degree (preferably in the field of Business Management studies, Finance, or Computer sciences).

• Deep understanding of and proficiency in MS Word, MS Excel and MS PowerPoint is preferred.

• Experience of working and reporting with Salesforce (or similar CRM tool)

• Strong comprehension, oral and written interpersonal skills.

• Strong people management skills

• Positive, dedicated attitude and ability to engage and motivate teams

• Minimum of three years of leadership experience with strong grasp of workflow management/Operations Management

• An ability to present or discuss an analysis of the problem at hand and its possible solution(s) with partners of all levels.

• Client First Mentality

• Strong desire to innovate and optimize processes

• Cross-cultural experience is preferred but not mandatory

S&P Global Market Intelligence

At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/marketintelligence 

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

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.2 - Middle Professional Tier II (EEO Job Group)