Team Manager - Customer Support, Workflows Data & Applications

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 Manager role within Workflows Support will lead a team of Data & Applications Analysts and Specialists to proactively respond and handle customer queries and communication ensuring that resolution is provided in a timely manner. 

The team provides our customers with full data and product functionality support, as well as technical support in a prompt accurate and professional manner.   The Team Manager will assist the 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 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 efficiency 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 Customer 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 organization.
• 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 or equivalent experience in related field.  

• Good knowledge of Workflows 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 Product, Engineering and Content leaders. 

• 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. 

Career Stage:

Senior 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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