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