Senior Manager – Customer Support, Risk Screening

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

Career Stage:

Manager

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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If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.