Case Management Analyst

Position Summary

The Case Management Team is responsible for the timely and accurate creation, activation, and allocation of cases for the Enhanced Due Diligence team. This role ensures all client orders, onboarding details, and case‑related requests are processed without delay, supporting smooth operational delivery and preventing business impact. The analyst acts as a central coordination point for internal teams, ensuring data accuracy, compliance with risk and control standards, and efficient workflow management through PSA, SharePoint, and related platforms. Please note, this position will work on a shift to support the Americas region.

Key Responsibilities

Case Creation, Activation & Allocation

• Manage and clear the PSA queue in real time, ensuring all allocations are completed before end of shift.
• Create, activate, and allocate all cases in PSA in a timely and accurate manner.
• Process manual orders via the “Action Centre” queue in real time, ensuring accurate case creation and allocation.
• Perform all mandatory pre‑checks before case activation, including:
• Duplicate checks
• Sanctioned country checks
• Scope of work validation
• Correct pricing
• Correct customer entity
• Correct customer purchase order
• Accurate billing information for invoicing
• Ensure zero negligence in case creation, amendments, activation, allocation and SLA time limits.

Client Onboarding & Order Validation

• Support CSMs, Sales, and Account Managers in creating new accounts and ensuring all onboarding information is recorded accurately.
• Validate and upload Order Forms and Client Proposals into relevant systems.
• Ensure all activation requirements meet the standards needed to begin research.

Communications & Stakeholder Support

• Respond to all emails addressed to the Case Management Team before end of shift.
• Respond to requests via the SAM Communication Form in Salesforce within SLA (2 hours).
• Liaise with cross‑functional teams to ensure accurate case handling, onboarding, and order processing.
• Escalate issues to management promptly in line with SOPs when capacity or operational challenges arise.

Operational Coordination & Process Management

• Work simultaneously across PSA and CMT SharePoint to maintain workflow continuity.
• Assign mandatory Vendor/BI tasks during case activation and allocation.
• Support planning of delivery schedules and research capacity coordination with operational and functional teams.
• Contribute to process optimization and operational efficiency improvements.
• Ensure materials on CMT SharePoint are up to date and well organized.

Risk, Compliance & Reporting

• Adhere at all times to Risk and Control Guidelines and Data Handling Standards.
• Perform weekly or monthly management reporting tasks, plus additional ad hoc tasks as assigned.
• Partner with the enablement team to develop PSA / new platforms and order‑delivery enhancements to improve efficiency and meet risk‑control expectations.

Qualifications & Experience

Required

• Bachelor’s degree or equivalent experience.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple concurrent tasks in a fast‑paced environment.
• Strong written and verbal communication skills.
• High level of ownership and accountability.

Preferred

• Experience working with PSA, Salesforce, or similar workflow/CRM tools.
• Background in client onboarding, order management, or operations support.
• Experience in operational workflow management, order processing, case management, or a related administrative/coordination function.
• Familiarity with risk and control frameworks, especially in data‑handling environments.
• Certifications in or familiarity with AML/KYC/CDD

Key Competencies

• Operational Accuracy & Diligence
• Time Management & Prioritization
• Stakeholder Communication
• Problem-Solving
• Risk & Compliance Awareness
• Process Improvement Mindset
• Cross-Functional Collaboration
• Ability to Work Under Pressure

Why This Role Matters

This role ensures the smooth flow of cases into research and operational pipelines, directly impacting client delivery timelines, internal resource planning, and the overall customer experience. The Case Management Research Analyst is essential to ensuring accuracy, timeliness, and operational consistency across global workflows.

Career Stage:

Associate

London Stock Exchange Group (LSEG) Information:

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.

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