Business Escalation Manager - Market Data Services

Business Escalation Manager - Market Data Services (Client Incident Response & Escalation - CIRE)

Service Escalation is a Shared Service that supports customers and internal partners during scheduled events and disruptions to our normal service. We work in close partnership with Engineering, Operations, and Sales & Account Management to provide consistent incident management response, quality service communications, and framework governance to our customers and partners. Within Service Escalation, CIRE is a specialized team that serves as a single point of reference for any service issues or incidents. We operate within a unified Incident Management framework to ensure a consistent response to critical incidents and foster cooperation between resolver teams to deliver outstanding customer outcomes!

The successful candidate for this role will be in charge of driving customer outcomes during major incidents, ensuring timely and effective customer communication. You will lead business-critical incidents from initiation to resolution and participate in post-incident reviews to find opportunities for improvement. In turn, you will gain a deep understanding of Incident Management across different parts of the business and play a key role in delivering Incident Management as a Service Capability of LSEG!

Key Responsibilities:

• Major Incident Management: Serve as the Major Incident Manager for content-originated outages and broader issues, ensuring effective resolution and communication.
• End-to-End Incident Management: Manage content service incidents from start to finish, working closely with Business Escalation Managers and Incident Specialists.
• Proactive Change Management: Collaborate with Change Management to prepare Operations for content change-related service issues.
• Continuous Improvement: Find opportunities to enhance content service and mitigate impacting issues.
• Customer Communication: Own and deliver timely and accurate communications for business-critical incidents.
• Feedback and Insights: Work with business and service delivery partners to review customer feedback and provide valuable performance insights for service improvement.
• Incident Communications: Ensure the delivery of precise and timely incident communications.
• Customer Advocacy: Provide the voice of customer and business insights during recovery and management calls for major incidents.
• Leadership Coordination: Coordinate Senior Leadership calls for incidents managed at the highest level of escalation (Group Silver Response).
• Process Improvement: Explore opportunities to improve existing Incident Management processes.
• Training and Development: Provide training to junior team members as vital.
• Client Engagement: Attend client site visits or any appropriate customer engagements when required.

Qualifications:

• Ambitious and Future-focused: Highly motivated with a growth mindset and driven for business process improvement.
• Resilient Under Pressure: Ability to perform efficiently under pressure in a matrix environment and navigate ambiguity.
• Financial Content Expertise: Experience and expertise in Financial Content Operations.
• Stakeholder Management: Proven expertise in managing situations with varying levels of seniority across the business.
• Communication Skills: Excellent communication, interpersonal, analytical, and critical-thinking skills.
• Data Analysis: Background in reporting and data analysis.
• Presentation Skills: Ability to present and communicate effectively in front of global partners using multiple communication platforms to support a business narrative.
• Market Knowledge: Strong business and market knowledge.
• ITSM Familiarity: Familiarity with ITSM; ITIL service level management practitioner certificate is desirable.
• Leadership Experience: Previous people leadership experience is an advantage.

We are committed to creating an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from all qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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