About the Role:

Grade Level (for internal use):

10

About the Role:

The Team:

The WSO Client Support Services (CSS) team operates as a critical liaison between clients and internal product and operational teams, providing L1 application and reporting support, with a focus on syndicated loan agency workflows. Our team supports the technical and operational stability of WSO Agency services, ensuring data integrity, accurate reporting, and prompt resolution of client-reported issues. The role requires a blend of system troubleshooting, relationship management, and project execution skills to deliver a seamless client experience.

Responsibilities and Impact:

S&P Global is seeking a motivated and client-centric WSO Agency Support Lead to join the CSS team, serving as a key contact for managing daily support and strategic initiatives for our agency clients. The ideal candidate will bring a deep understanding of WSO workflows, strong troubleshooting acumen (e.g., reporting issues, API/API file delivery, system errors), and an ability to manage both client expectations and internal stakeholder coordination. This role combines frontline client support with light project management, ensuring operational success across a growing global client base.

• Opportunity to lead agency-focused support operations within the broader WSO platform
• Work cross-functionally with Product, Engineering, and Operational teams to resolve issues and deliver enhancements
• Direct interaction with a diverse client base across the syndicated loan market
• Visibility into high-priority initiatives and client escalations, influencing product and process improvements
• Professional growth in a global organization that values initiative, ownership, and collaboration

• Serve as a primary point of contact for clients, triaging L1 issues related to WSO Agency, reporting discrepancies, API/API feed issues, and system behavior
• Partner closely with internal stakeholders to investigate, resolve, and communicate technical issues and reporting anomalies
• Own and manage client-facing projects or recurring initiatives, such as report optimizations, onboarding coordination, or file delivery improvements
• Track, report, and analyze portfolio-level metrics against key performance indicators (KPIs), proactively identifying trends or risks
• Act as an escalation point for high-impact client issues, balancing client satisfaction with internal delivery constraints
• Provide ongoing training, mentorship, and support to team members to promote performance excellence
• Drive continuous improvement efforts across workflows, documentation, and client communication protocols

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $90,000 to $100,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

What We’re Looking For:

Basic Required Qualifications:

• Direct experience of WSO or Syndicated Loan Market would be an advantage
• Experience liaising with Senior Stakeholders
•  Experience working in a high-pressure client facing role
•  Experience project managing or coordinating technology and business delivery as a team player
•  Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role
• Proven ability to think critically and comfortable challenging the status quo for better results
• Organized, able to multi-task, and have positive attitude to achieve deadlines
• Self-starter with an attention to detail
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Self-motivated; able to work independently with minimal supervision

Rest API Knowledge:

• Strong understanding of JSON, XML, HTTP methods (GET, POST, PUT, DELETE), and status codes.Data Formats & Protocols:•
• Familiarity with tools like Postman, Swagger (OpenAPI), and automated API testing frameworks. API Documentation & Testing: •
• Integration & Scalability: Experience integrating APIs with databases, caching mechanisms (Redis), and third-party services, ensuring performance optimization.

Communication

• Good presentations skills (preparation and delivery)
• Excellent oral and written communication skills

Teamwork

• Team Player and able to interact with Product, Operations, Delivery, and technical teams in a professional manner.
• A team player who is comfortable working at all levels of the business and with external clients
• Proven ability to work individually, and in a team environment which spans multiple geographical regions.

Right to Work Requirements:

This role is limited to persons with indefinite right to work in the United States.

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.

10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.1 - Middle Management Tier I (EEO Job Group)