Senior Manager - Workflows Technical

Position Summary

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

The ideal candidate should have previously worked on a technical desk and will match our LSEG values and culture, while putting the needs of our clients first and seeking to achieve the goals set by our management team. They will be driven, personable, confident, willing to adapt, and understand change is the only constant. The position may have both local and remote reports.

A key requirement of the role is to take a proactive approach to strategic way of leading a team of experts who apply specialized analysis, advice and sophisticated support to corporate and/or institutional clients, crafting and implementing tools, processes and working practices to improve the effectiveness and efficiency of staff and delivery of outstanding service.

Key Responsibilities And Accountabilities

• Creates a high-performance culture by managing optimally, differentiating performance, developing talent, and building diverse teams
• Collaborates effectively with cross-functional business partners on business growth, product design, release rollouts, EOL/migration, incident escalation, retention initiatives and strategic plans including but not limited to Product Management, Content Management, Sales and Account Team, Business Leader, and Technology
• Continually evolves Specialist capabilities to reflect best-in-class customer-centric processes through relevant documentation, tools, organizational design, and technical delivery methodologies
• Works with staff to ensure the accurate delivery of services and solutions
• Is responsible for understanding best usage, extraction and utility of our solutions of our customer profile
• Provides troubleshooting and applies technical guidance to resolve customer issues
• Effectively collaborates with customers to ensure successful and properly communicated outcomes
• Inputs to the development of departmental plans, including business, production, operational and organizational priorities
• Empowers staff to execute global activities to achieve the respective service level targets and departmental objectives
  
  

Qualifications

• Extensive customer support experience within a highly pressurized environment
• Significant experience in client-facing role in relevant financial or technical industry
• Considerable stakeholder management and leadership experience
  
  

Skills & Behaviors Required

• Process improvement: Seeks new ways of working continuously to make processes run smoother and faster.
• Coaching: Uses qualities and actions that focus on helping individuals improve performance by using probing questions to guide others toward improvement and learning through partnership, positive leadership and strengths.
• Leadership and communication: show strong leadership communication self awareness and confident individual recognizes importance of and leads on diversity and inclusion culture.
• Accountability: Takes ownership for one's actions regardless of outcomes; feels accountable for the quality and timeliness of an outcome or task.
• Initiative: identifies what needs to be done and takes appropriate action without waiting to be asked.
• Emotional intelligence: understands manages and controls own emotions and handles interpersonal relationships judiciously and empathetically.
• Client engagement: Builds and capitalizes on knowledge of client and / or internal partner needs and objectives to provide maximum value.
  
  

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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