Customer Support Team Manager - Japan

Customer Support Team Manager

The Customer Support Team Manager is responsible with the day-to-day management of team supporting customers of LSEG, Trading and Banking and Wealth Management products in Asian languages such as Japanese (non-English). This role is a blend of management and hands-on operational duties and includes leading a group of customer support executives as well as responding to customer queries. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to staying on top of what both customers and staff are experiencing. This is an amazing opportunity for someone with strong passion for leadership role and enjoys meeting challenging business goals in the customer support.

Responsibilities:

• Lead a team of Customer Support Executives supporting the Trading and Banking and Wealth Management products in Japanese languages, to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner.
• Mentor, coach and evaluate performance of staff to deliver superior customer service in line with global customer support guidelines.
• Provide guidance and support in their team's personal development.
• Proactively own critical escalations and complaints from customers until restoration
• Initiate and maintain strategic relationships with customers in coordination with the account teams for issues
• Effectively drive performance to ensure business objectives and key performance parameters 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 supply ideas or actions to improve efficiencies in the process and/or to improve customer experience.
• Serve as the champion of key initiatives set by the T&B Customer Support organization.
• Recruitment and selection of staff with right competencies to meet the challenging.
• Participate in the performance management and review process facilitating the quarterly, mid-year and annual review process.
• Create a Learning customer environment by supporting continuous development of self and direct reports and champion learning initiatives.

Qualifications:

• University degree in related subject area.
• Extensive knowledge of customers, products, business, and service drivers.
• Experience in managing a team of 12 to 15 members.
• Ability to engage with a range of partners, including senior managers.
• Enthusiastic to undertake additional projects and responsibilities from time to time. Strong planning and social skills.
• Flexibility with work times and dedication to the effectiveness of the team.
• Proficient in mentor skills to help the team become successful, to deliver greater business results, and to cultivate talent development.
• Native Japanese language and business level English are compulsory

Workstyle and Benefits:

• Diverse environment
• English as primary language to work with internal partners
• Collaborative team culture
• Hybrid working: 3 days in the office, 2 days at home

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.