Description
The Team Manager is responsible for the day-to-day management of a team supporting customers of LSEG offerings in Japanese.
Key Responsibilities:
- Lead and develop a team of Support Analysts and Specialists delivering high-quality support for LSEG's Japanese offerings.
- Drive team performance to achieve key service metrics, including resolution times, case quality, and customer satisfaction.
- Hire, coach, and develop team members, providing ongoing feedback and creating opportunities for growth and career progression.
- Cultivate a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement.
- Coordinate day-to-day operations, ensuring adherence to processes and standard methodologies.
- Act as an escalation point for complex or high-impact customer issues.
- Find opportunities to improve processes, drive efficiency, and enhance the overall customer experience.
- Support the delivery of organisational initiatives and ensure successful adoption within the team.
- Lead recruitment and workforce planning to ensure the team has the right skills and capabilities.
- Lead performance review cycles, ensuring fair, consistent, and development-focused outcomes.
- Promote a culture of continuous learning by supporting training, upskilling, and knowledge-sharing.
Qualifications and Experience:
- Bachelor's degree or equivalent experience.
- Extensive knowledge of customer support operations.
- Excellent written and verbal communication skills in English; proficiency in Japanese is highly preferred.
- Proven experience leading and developing high-performing teams.
- Experience in hiring and building talent within a customer support environment.
- Demonstrated ability to engage and collaborate with senior leaders.
- Strong planning, organisational, and interpersonal skills.
- Flexible and adaptable, with a willingness to take on additional responsibilities.
- Passion for people leadership, with a track record of coaching and developing team members.
- Committed to delivering customer-centric outcomes and driving operational excellence.