The Director - Customer Support, Service Improvement owns and delivers best-in-class and consistent Specialist Support across a business segment, having an excellent understanding of the business area and client value of products and services being supported.
Strategy
- Collaborate with stakeholders to shape and execute short- and long-term Customer Support strategies.
- Lead strategic initiatives to address business needs and drive organizational needs.
- Explore new functions and capabilities for Customer Support and propose business case/plan to implement to the Group Director of Customer Support and relevant stakeholders.
- Continuously explore and promote emerging technologies that improve Customer Support workflows in lieu of building capacity to scale to future business.
Operations
- Oversee strategic operational programs/projects within customer support.
- Define and implement short- and long-term organizational goals which aligns to the DSO and GSOs
- Solve problems observed within customer support through evidence-based approach and ensure clear correlation of success metrics.
- Act as escalation contact for Service Management concerns.
- Partner with Customer Support stakeholders and Engineering to continuously improve the AI Tools used by staff.
- Perform any other function or task as directed by the Group Director of Customer Support.
People Management/Development
- Responsible for developing Senior Managers through coaching and people engagement activities such as team building, rewards and recognition.
- Conduct periodic and annual performance reviews for all direct reports, ensuring alignment to business objectives.
Desired Skills
- Strategic Thinking
- Innovation and Change Mindset
- Governance and Accountability
- Problem Solving and Decision Making
- Stakeholder Management and Communication
- Influence and Negotiation
- Resilience and Stress/Pressure Management Skills
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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