Senior Manager - Customer Support, Workflows D&A

LSEG Customer Support provides product, technical and application support for customers globally. With customer service recognized as a key differentiator between vendors across all industries, the team strives to deliver a high-performance, cost-effective service whilst providing customers with a memorable, positive experience.

The Senior Manager for Workflows Data and Applications Support is a senior leadership role and will lead a group of Team Managers, Specialists and Analysts who provide customer support across various LSEG products and offerings for Workflows clients within the Trading, Investment Banking, Asset Management and Wealth communities. This position is accountable for end to end service and quality of support for clients globally, and with focus for specific regional client priorities in the EMEA and AMERS region.

The position will include accountability to and collaboration with multiple internal and external global partners, including Proposition, Sales and Account Management, Product Management, Technology, and Operations. The role is also tasked to establish operational perfection across the group, drive behavioral excellence across both process and quality adherence. The role will also focus on driving employee engagement, develop, grow and flow talents across LSEG.

Responsibilities:

• Finds opportunities for improvement to enhance resources and increase customer satisfaction, builds regional plans to align resources to meet business priorities within the global framework and is responsible for the quality and performance of the team.
• Delivers against service targets as defined by the business and would be a leader of innovation and will support change management.
• Directs the resolution of sophisticated or unusual technical and operational problems which may be multi-disciplinary.
• Develops departmental plans, including business, production and interpersonal priorities, which support overall business strategy.
• Plays a significant role in long-term planning geared towards operational excellence and establishing the teams into customer support professionals.
• Formulates, implements, monitors, assesses, and recalibrates motivation plans for enhanced employee morale and appropriate reward systems.
• Work with partners in the region to address client priorities and needs
• Provides critical support functions during outages and service incidents.
• Achieves customer service perfection through the group’s ongoing operational performance.
• Provides strong interlock with cross-functional teams for the delivery of strategic platform offering
• Develops team members, provides coaching, training and mentoring as required as well as identifies development areas.
• Devises and implements strategies to help support and drive employee engagement

Qualifications:

• Strong leadership abilities and behaviors including accountability, collaboration and partnership, talent development, effective interpersonal skills
• Experience in of financial markets and operations expertise, with shown success in customer service operations
• At least 5 years of people leadership experience with proven track record of attracting, developing and retaining talent
• Experience with delivering groundbreaking changes in a customer service setting
• Ability to strategize the delivery and implementation of cases
• Ability to prioritize tasks in a high-pressure environment
• Ability to effectively communicate and present to senior executives

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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