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.