WSO Training Manager

About the Role:

Grade Level (for internal use):

11

The Solutions Operations division is seeking a professional with excellent interpersonal communication, organization, and time management skills to join our Global Special Services Team. S&P’s WSO (Wall Street Office) provides real‑time access to our client’s portfolio and reporting insights for active asset management and deal administration, trading activities, cash and position level transparency and accurate P&L reporting. Underpinned by our WSO Administrator and WSO Agent product suites, WSO supports complex aspects of alternative asset management in a scalable solution that increases operational efficiency while reducing risk.

Our solutions are available as a hosted software or a fully outsourced managed service.

You will work within a dynamic team, responsible for all client‑facing operations‑related training, data research, and processing functions on the Special Services Team which primarily supports WSO users and their loan processing needs. In this position, you will help team members gain exposure to an exciting financial market and interact daily with our clients of varying levels of seniority. This is an exciting opportunity to learn about finance, banking, the syndicated loan market, and SaaS technology.

• As a WSO Training Manager, you are expected to support our team members, our clients and the business orchestrating workflow and prompt resolution between internal and external teams. This includes dealing with data reconciliation and validation of trades and positions to ensure syndicated facility data integrity.
  • These tasks include but are not limited to performing and training team members in the following ways:
    • Accurately reviewing and maintaining asset and contract data
    • Hand‑holding new deal creation and data point accuracy
    • Processing amendments, investigating discrepancies, and processing
    • Monitoring and actioning exceptions
    • Additional syndication loan maintenance
  • Leadership tasks include but are not limited to:
    • Provide leadership and guidance, manage team and client expectations, navigate client and business needs, and maintain an ecosystem of elevated client service.
    • Organize, construct and present client metrics, key performance indicators (KPI), and key risk indicators (KRI) to management and clients as the overall team owner.
    • Keep track of Integration Utility (internal software system) and client audits daily to make sure assets are subscribed and updated to help prevent delays in processing.
    • Conduct weekly meetings with team/team members to share knowledge and create accountability.
    • Support team members with client calls, manage escalations and provide feedback on how to improve and build client relationships.
• Strict adherence to processing deadlines, quality‑controlled operational processes, and LSTA/LMA/Private Deals/Middle Market standards for processing loan transactions and/or trades.
• You will be responsible for proactively identifying internal and external processing and system‑related issues effectively. This will also require the ability to work seamlessly with internal partners and management on resolution plans and/or additional escalations.
• Lead research and projects on cross‑product integrations, and workflow enhancement to support the client’s business requirements and strategic growth. This includes direct client engagement, project management, and presentation coordination where necessary.
• Serve as subject matter expert for all Solutions products and service offerings, able to join internal and external client meetings or calls to analyze client needs and make recommendations on operational flows and product usage. Contribute presentation materials where necessary.
• Your ability to capture and channel user feedback through proper communication and listening skills is imperative. You will be required to partner with leaders, peers, product associates, sales, and relationship managers on required projects to service our clients and facilitate the continuous improvement of our products and services.
• Aid all team members with daily project management, data validation, and…