Senior Manager - Client Services

Position Summary

We are looking for an expert Senior Client Service Manager to join a diverse and dedicated team! This role will be collaborating with the Director of Client Service Partners, this role will be working with our top clients, responsible for developing senior-level strategic service partnerships with our largest global and key regional customers.

The role involves finding opportunities for service improvements, handling key client service issues, and serving as a key contact to product teams (DSS, Real Time, FX, Workspace) to bring the Voice of Customer and shape our product offerings. Additionally, the role includes delivering proactive service reviews to customers and driving critical escalation management processes across the organization, requiring coordination and partnering with various business areas to ensure seamless service delivery.

Role Responsibilities

The Escalation Management team provides the support for service escalations throughout LSEG.

This team:

• Owns the service escalation process.

• Ensures appropriate urgency from all collaborators during issue resolution.

• Runs internal and external communications.

• Advises the resolution process

The Client Service Partner is a senior level individual with deep understanding of LSEG processes and capabilities. This person can command the appropriate urgency from involved parties.

This person will:

• Command interactions with resolver groups during ambiguous and sophisticated issues.

• Provides consistent and urgent response to service issues from customers.

• Evaluates and resolves right course of action for service resolution.

• Advises escalation communication with internal teams and channels.

• Develop positive relationships across Key Strategic Accounts and drive a positive service experience.

• Find opportunities for service improvements and drive appropriate teams to deliver.

• Interprets internal and external business issues and recommend solutions

• Develops departmental plans, including business, production and interpersonal priorities, which support overall business strategy.

• Issues instructions on standard practices and policy application; follows up to determine compliance.

• Implements processes to produce desired changes in product line, function, or assigned area of responsibility.

• Directs the resolution of complex or unusual technical, operational and organizational problems which may be multi-disciplinary.

• Decisions are guided by resource availability, business unit or functional business plans, impacting support and funding of projects, products, services or technologies.

Major Requirements:

• 6+ years plus experience of working in customer-facing roles, ideally in a support capacity or comparable issue resolution role.

• Validated ability to lead and deliver through influence, and leadership of virtual, cross-functional teams.

• Experience in responding to customer or business-impacting incidents or events.

• Confirmed Service Management experience e.g. change, incident, problem management.

• Strong collaboration and leadership skills.

• Ability to understand and communicate customer and/or business impact.

• Ability to guide and advise senior leaders on the most appropriate course of action during times of crisis and time sensitivity.

• Ability to identify the right procedures and resolution channels to effectively resolve key issues.

• Ability to identify process optimization opportunities and advocate the implementation of proposed opportunities and solutions with stakeholders.

• Ability to make effective decisions under pressure with limited or incomplete information.

• Previous experience with DSS, Real Time, FX or Workspace would be an advantage.

We offer a flexible hybrid working model and attractive benefits for all our employees.

As a global business, LSEG relies on diversity of culture and thought to deliver on our goals. Therefore, we seek hardworking, qualified employees in all our operations around the world-regardless of race, colour, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. LSEG is proud to be an Equal Employment Opportunity/Affirmative Action Employer

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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.

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If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.