# Senior Manager – Customer Support, Risk Screening

**Company**: London Stock Exchange Group (LSEG)
**Location**: Taguig City
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/PHL-Taguig-City-CitiPlaza/Senior-Manager---Customer-Support--Risk-Screening_R0118965-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_cfc3f8e4-a91

## Description

LSEG Customer Support provides product, technical and application support to clients globally. The Senior Manager for Risk Screening Customer Support is a senior leadership role responsible for leading a team of Team Managers, Specialists and Analysts delivering global support for Risk Intelligence clients, specifically within the Screening sub-business.

The role holds end-to-end accountability for service delivery, operational performance and quality of support across the client lifecycle. The position requires close collaboration with a broad range of global stakeholders, including Proposition, Sales and Account Management, Product Management, Technology, and Operations.

**Responsibilities:**

- Deliver against service targets, acting as a champion for innovation and actively leading change management initiatives across people, process and technology

- Provide critical leadership during major service incidents and outages, ensuring effective communication, escalation, and resolution

- Identify and drive continuous improvement opportunities to optimize resource utilization, increase customer satisfaction, and align global support capability with evolving business priorities

- Provide leadership and direction in the resolution of complex operational issues, often requiring multi‑disciplinary collaboration

- Shape and lead strategic initiatives that embed operational excellence, enabling sustained performance and the consistent delivery of customer service outcomes

- Build and maintain strong relationships with stakeholders to understand client priorities, influence outcomes, and deliver aligned solutions

- Develop team members, provide coaching, training and mentoring as required as well as identify development areas

- Lead the design and ongoing evolution of reward and recognition frameworks to drive engagement, performance, and growth

- Translate business strategy into product‑led, executable plans, and drive cross‑functional delivery to ensure strategic initiatives are delivered on time, within scope, and with clear client value and impact

**Qualifications:**

- Strong leadership abilities and behaviors including accountability, collaboration and partnership, talent development, effective interpersonal skills

- Experience in financial markets and operations expertise, with shown success in customer service operations

- At least 5 years of people leadership experience with proven track record of attracting, developing and retaining talent

- Experience with delivering groundbreaking changes in a customer service setting

- Ability to strategize the delivery and implementation of cases

- Ability to prioritize tasks in a high-pressure environment

- Ability to effectively communicate and present to senior leaders

## Skills

### Required
- leadership
- financial markets
- operations expertise
- customer service
- change management
- strategic planning

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