Description
We are currently seeking a motivated and driven individual to join LCH Operations as Senior Associate, Customer Success Management, based in Manila.
The Customer Success Management team is a cross-service, client-facing team within LCH, primarily focused on delivering an excellent end-to-end customer experience. The team acts as the first point of contact for customer and relationship queries, sitting within the broader Operations function and working closely with a wide range of internal business partners to support the customer base.
The successful candidate will support the day-to-day coordination of a team of Client Service specialists responsible for activities across the different asset classes operated by LCH. The role provides an opportunity to develop a deep understanding of our products, internal systems and processes while helping manage workload, support operational priorities, and provide day-to-day guidance to junior team members.
Key responsibilities of the role:
- Act as a key entry point for customer and relationship queries, using Service Cloud within Salesforce to support a shared mailbox and help ensure quick, efficient response times for customers.
- Create and maintain customer relationships globally, with regular engagement through email and phone.
- Support member escalations, helping members work through issues or concerns in a timely and effective manner while escalating complex matters appropriately.
- Support the distribution of member communications on behalf of the business and respond to incoming queries following key member notices.
- Ensure that platinum customers in the region are serviced appropriately and receive enhanced support in line with agreed service levels.
- Assist with day-to-day workload coordination and provide practical guidance to junior colleagues to support consistent service delivery.
- Support the Knowledge Portal by helping create and maintain content that enables customers to become more self-sufficient.
- Prepare customer management information for key business partners across the firm, highlighting engagement trends and member feedback across all LCH services.
Experience and skills required:
- Broad understanding of LCH businesses and the markets in which they operate.
- Strong relationship management or client service experience, ideally with existing market contacts.
- Experience supporting team delivery, assisting with workload coordination, or providing guidance to junior colleagues would be beneficial.
- Degree qualification or equivalent professional experience.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.