Customer Success Senior Associate

Role description

We are currently seeking a motivated and driven individual to join LCH Operations as Senior Associate, Customer Success Management, based in Manila. Manila is a new location launched by LCH in 2024 to support our growing business, alongside our existing locations in London, New York, Sydney and Singapore. All our offices work closely together as one global team.

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. The candidate should have solid experience in a client-facing role and be comfortable supporting team delivery in a fast-paced operational environment.

The shift pattern associated with this role may be adjusted from time to time to support changing business requirements. The successful candidate will be expected to demonstrate reasonable flexibility in supporting revised coverage arrangements.

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.

Career Stage:

Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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