# Senior Associate, PTS Customer Onboarding

**Company**: London Stock Exchange Group (LSEG)
**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-Associate--Customer-Onboarding--PTS_R0121631?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f59a8447-08d

## Description

We are seeking a highly motivated and experienced Senior Associate, PTS Customer Onboarding to join our Post Trade Solutions (PTS) team. In this role, you will take ownership of the end-to-end onboarding experience for new and existing customers, serving as a subject matter expert and a key liaison between clients and internal stakeholders.

As a Senior Associate, you are expected to demonstrate a higher level of ownership, leadership, and initiative , not only delivering excellent customer outcomes but also mentoring junior team members and contributing to process improvements across the onboarding function.

**Key Responsibilities**

- Lead and manage the end-to-end onboarding lifecycle for new customers, ensuring all milestones are met accurately, efficiently, and within agreed timelines, provide accurate and required documentation of clients.

- Act as the primary escalation point of contact for complex or high-priority onboarding cases, providing timely and effective resolution.

- Build and maintain strong working relationships with customers, ensuring a consistently positive onboarding experience that reflects LSEG's commitment to service excellence.

- Collaborate cross-functionally with Sales, Technical Support, Product, and Operations teams to address customer needs and remove onboarding blockers.

- Accurately maintain and update customer records, onboarding documentation, and case notes in relevant systems (e.g., Salesforce, ServiceNow).

- Analyze onboarding data and customer feedback to identify trends, recurring issues, and areas for process improvement.

- Provide guidance, support, and informal mentoring to junior team members, sharing best practices and domain knowledge.

- Contribute to the development and refinement of onboarding workflows, SOPs, and knowledge base articles.

- Consistently meet and exceed individual and team KPIs, SLAs, and quality standards.

- Support the team during US business hours, including US public holidays, ensuring continuity of service for our North American customer base.

**Required Qualifications & Skills**

- Exceptional verbal and written communication skills in English, with the ability to engage confidently and professionally with customers, senior stakeholders, and cross-functional teams.

- Demonstrates a high level of accuracy and thoroughness in all tasks, including data entry, case documentation, and customer correspondence.

- Strong ability to assess complex situations, interpret data, identify root causes, and recommend practical, well-reasoned solutions.

- A dependable team player who actively contributes to a positive team culture, supports colleagues, and works toward shared goals.

- Highly driven and results-focused, with the ability to manage multiple priorities independently, meet deadlines, and take initiative without close supervision.

- Demonstrates ownership and accountability; willing to take the lead on tasks and guide peers when needed.

- Willing and able to work during US business hours and US public holidays on a consistent basis.

**Experience Requirements**

- Experience in a Service Desk, Customer Support, or Customer Onboarding role, preferably within a financial services or technology-driven environment.

- Demonstrated experience handling complex customer issues and escalations with professionalism and efficiency.

- Experience working with CRM or case management systems (e.g., Salesforce, ServiceNow) is strongly preferred.

- Prior involvement in process improvement initiatives or knowledge management is an advantage.

- Exposure to post-trade, capital markets, or financial markets infrastructure is a plus but not required.

**Education**

- Bachelor's degree in Business Administration, Finance, Information Technology, Communications, or a related field is preferred.

## Skills

### Required
- Communication
- Attention to Detail
- Analytical Thinking
- Team Collaboration
- Self-Motivation & Goal Orientation
- Leadership Qualities
- Work Schedule Flexibility

### Nice to have
- Experience with CRM or case management systems
- Prior involvement in process improvement initiatives or knowledge management
- Exposure to post-trade, capital markets, or financial markets infrastructure

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Source: [Apply at lseg.wd3.myworkdayjobs.com](https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/PHL-Taguig-City-CitiPlaza/Senior-Associate--Customer-Onboarding--PTS_R0121631?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)