Senior Manager - Client Services

Client Service Partner

Collaborating with the Director of Client Service Partners, this role will be working with our top clients, responsible for developing and managing senior-level strategic service partnerships with our largest global and key regional customers. The role involves finding opportunities for service improvements, managing key client service escalations, and serving as a key contact to product teams 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.

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

This team:

• Owns the service escalation process.
• Ensures appropriate urgency from all participants during issue resolution.
• Manages internal and external communications.
• Directs the resolution process.

This person will:

• Command interactions with resolver groups during ambiguous and complex issues.
• Provide consistent and urgent response to service critical issues.
• Evaluates and determines right course of action for service resolution.
• Directs internal and external customer concern communication with appropriate internal teams and channels.
• Chairs Silver Level calls.

Knowledge & Skill:

• 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.
• Exceptional ability to network, collaborate and partner across boundaries and at all levels across every business area.
• Ability to identify the right procedures and resolution channels to effectively resolve key issues.
• Ability to think strategically and tailor communications to different audiences throughout LSEG and our customers.
• Ability to identify process optimization opportunities and advocate the implementation of proposed opportunities and solutions with participants.
• Ability to make effective decisions under pressure with limited or incomplete information.
• Ability to manage own time and to prioritize multiple concurrent tasks.
• Ability to use data intelligence in decision-making, proactively and in reactive situations.
• Previous experience with DSS, Real Time, FX or Workspace would be an advantage.

Scope of Impact:

• Develop strong partnerships 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.
• Applies a broad perspective to identify solutions to complex problems.
• Strategic Planning & Decision Making:
• Develops departmental plans, including business, production and organizational 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.

Key Skills:

• 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.
• Exceptional ability to network, collaborate and partner across boundaries and at all levels across every business area.
• Ability to identify the right procedures and resolution channels to effectively resolve key issues.
• Ability to think strategically and tailor communications to different audiences throughout Refinitiv and our customers.
• 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.
• Ability to manage own time and to prioritize multiple concurrent tasks.
• Ability to use data intelligence in decision-making, proactively and in reactive situations.

Major Requirements:

• 6+ years plus experience of working in customer-facing roles, ideally in a support capacity or comparable issue resolution role.
• Demonstrated senior experience in service operations and / or service or operations delivery.
• Demonstrated experience of guiding and advising senior leaders on the best course of action during times of crisis and time sensitivity.
• Effective communicator.
• Demonstrable ability to manage and deliver through influence, and leadership of virtual, multi-functional teams.
• Experience in responding to customer or business-impacting incidents or events.
• Proven Service Management experience e.g. change, incident, problem management.
• Working experience of Refinitiv products and / or service and customer management systems and processes an advantage.
• Demonstrated experience and understanding of technology, content and financial markets.
• Industry-recognised qualifications or certification advantage e.g. ITIL.

Career Stage: Manager

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.