Client Support Manager

Grade Level (for internal use): 10 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 and compliance workflows. Our team supports the technical and operational stability of WSO Agency and Compliance 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 Compliance and Agency Support Lead to join the CSS team, serving as a key contact for managing daily support and strategic initiatives for our compliance and agency clients. The ideal candidate should bring a deep understanding of WSO workflows, compliance industry knowledge (CLO, coverage test, concentration limits), 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 compliance and 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 Compliance and 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 Identify process enhancement and build workflows and SOPs  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 protocol What’s in it for you: Exposure to end-to-end Agency and Compliance service operations within global financial institutions Opportunity to build strong client relationships and service delivery expertise Involvement in cross-functional collaboration across Compliance, Operations, and Technology teams Opportunity to contribute to process improvement and service optimization initiatives High visibility role with direct client interaction What We’re Looking For: Basic Required Qualifications: Direct experience of WSO, Compliance Services or Syndicated Loan Market is a must Experience liaising with Senior Stakeholders Experience working in a high-pressure client facing 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 Self-motivated; able to work independently with minimal supervision   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