Manager, AI Systems and Workflows

Position Summary

Customer Incident Response & Escalation (CIRE) is a shared service division that supports customers and internal partners during raised service disruptions.  Operating within the LSEG Incident Management framework, the team serves as a central reference point for all service issues and customer partner concerns, constantly collaborating with Product, Engineering, Operations, and Sales & Account Management teams to deliver consistent escalation management and customer response capabilities.

The Manager, AI Systems and Workflows is an individual contributor role within the Customer Incident Response & Escalation (CIRE) Leadership Team and will be responsible in leading and coordinating the wider group’s efforts in using AI and other emerging technologies to drive efficiency in the end-to-end escalation management business processes whilst building customer impact surveillance mechanisms, preventative workflows and pro-active functions to drive improvement in critical service issues.  Moreover, the successful candidate should also perform duties of a Business Customer concern Manager, handling services issues and business critical customer concerns, to maintain resource flexibility in undertaking reactive functions during critical incidents.  Overall, this role is responsible for day-to-day operations of handling partner concerns and hands-on development of digital solutions to drive both operational and strategic business outcomes.

Responsibilities

• Work as part of the Client Incident Response & Escalation (CIRE) Leadership Team to develop and implement digital transformation strategies

• Identify and prioritize opportunities for process improvement and automation to optimize workflows and minimize manual effort; provide technical expertise in developing applications, scripts, and automation tools.

• Collaborate with multi-functional teams to seamlessly integrate digital solutions into existing business processes and systems.

• Advise all phases of digital initiative execution, ensuring timely and cost-effective delivery, and oversee the design, development, and deployment of automation solutions that meet quality, security, and scalability requirements.

• Supervise and assess key performance indicators to evaluate the effectiveness of digital transformation activities.

• Provide thought leadership by staying abreast of emerging technologies, industry developments, and interpersonal capabilities to recommend innovative approaches and standard processes.

• Lead and mentor team members with an interest in the field.

• Perform responsibility of a Business Escalation Manager to maintain resource flexibility in undertaking reactive functions during critical incidents.

Qualifications

• Results-oriented professional with a growth mindset and a commitment to continuous business process enhancement.

• Extensive knowledge of digital technologies, automation tools, and current trends in the digital domain.

• Demonstrable ability to communicate optimally and collaborate with partners across all organizational levels using diverse communication platforms to convey business narratives.

• Strong analytical skills and an interest in using data-driven insights to advise on strategic decisions.

• Minimum of 3-4 years’ experience in an operational IT environment, with familiarity in communications protocols and networking technology.

• Solid understanding of ITSM; ITIL service level management practitioner certification is preferred.

• Experience in project management and proficiency in overseeing sophisticated initiatives from inception to completion.

• Adaptability and forward-thinking approach to navigate a multifaceted and evolving digital world.

• Proficiency in HTML, Python, and Microsoft Power Platform.

• Lean Six Sigma practitioner certification is helpful.

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.

Career Stage:

Manager

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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