The Role : Assistant Manager, CRM Operations
The Grade (relevant for internal applicants only) : 10
The Location : Islamabad, PK
Shift : This is a permanent night shift position; However, the role requires adjusting your shift depending on business need,
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.
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 :
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 two years of leadership experience with strong grasp of workflow management / Operations Management is preferred
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
About Company Statement :
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.
S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race / ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.
20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)
Job ID : 264254
Posted On : 2021-08-20
Location : Islamabad, Pakistan