Team Manager - Customer Support

Team Manager - Customer Support within Workflows Desktop will lead a team of Investment and Wealth Management Solutions Analysts and Specialists to proactively respond and handle customer queries and communication ensuring that resolution is provided in a timely manner.

Customer Support provides product, technical and application support for LSEG 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 team provides our customers with full data and product functionality support, as well as technical support in a prompt accurate and professional manner. Team Manager will assist Customer Support Manager with the day-to-day management. This role is a blend of management and hands on operational duties and includes leading a group of customer support analysts and specialists as well as responding to customer queries, acting as a point of escalation, and taking calls where required.

A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to staying ahead of what both customers and staff are experiencing.

Responsibilities:

• Mentor, coach and do performance management for staff to deliver outstanding customer service.
• Give mentorship and support in their team’s personal development.
• Optimally drive performance to ensure business objectives and targets are met.
• Work with the team to reduce the volume and time of outstanding cases and ensure they understand and are adhering to procedures.
• Proactively contribute ideas or actions to improve efficiencies in the process and/or to improve customer experience.
• Serve as the champion of key initiatives set by the Customer Support organization.
• Recruitment and selection of staff in line with the Frontline Support proficiencies.
• Participate in the performance management and review process facilitating the quarterly, and annual review process.
• Build a Learning customer environment by supporting continuous development of self and team and champion learning initiatives.
• Influence team members.
• Lead day-to-day operation.
• Set clear team goals.
• Listen to team members’ feedback and resolve any issues or dispute.
• Deliver key projects within customer support department.
• Experience in team leadership and the management of teams within a contact or service centre. Ability to get results delivery and raise the capability of teams.
• Proactive thinking and the ability to lead to ensure team goals are achieved.

Qualifications:

• University degree in related field.
• Good knowledge of customers, products, business, and service drivers.
• Strong understanding of LSEG values, processes, measurement, drivers, and performance improvement strategies.
• Ability to engage with a range of partners, including senior managers.
• Desire to undertake additional projects and responsibilities from time to time. Strong planning and company skills.
• Flexibility with work times and dedication to the efficiency of the team.
• Proficient mentor skills to help the team become successful, to deliver greater business results, and to further talent development.