Job Description

The purpose of this role is to provide subject matter expertise, skills, and support with knowledge of the Service Cloud and/or Exchange-traded content. The person in this role should be customer-centric and should be very good in communication, both written and oral. The role will have to ensure that the service team delivers & exceeds required operational standards and supports business continuity whilst meeting customer requirements as agreed in overall customer service strategy.
Essential Responsibilities

• Primarily address queries on service cloud that pertain to the Global ETI markets. Cover queries for Equity, Futures, Options, Spreads, Warrants and other asset groups.
• Do own investigation and then work with production teams to get resolutions quickly to meet Service targets.
• Build and modify service cloud reports to track performance of the wider service team if required.
• Apart from content production teams, also work with development teams, Exchange managers and specialists to determine root cause and prevention measures.
• Balance multiple priorities including case incidents and customer concerns, queue management and team related activities.
• Maintain and improve on performance for targets set under MTTR metrics.
• Work with cross-functional teams to provide Root Cause Analysis when required.
• Proactively engage in data analysis of resolved cases, highlight any problem areas for the team and drive solutions.

Required Skills:

• Strong interpersonal and communication skills are essential.
• Minimum work experience of 1 year.
• Knowledge of Financial markets, an understanding of Equity and Derivatives markets and instruments will be an added advantage.
• Ability to work effectively within a team environment on rotational shifts.
• Proficient with MS Office applications.
• Excellent networking skills and ability to collaborate across various internal teams.
• Ability to adapt to changes quickly.
• Experience in working independently and showing initiative.
• Excellent problem solving and multi-tasking skills.

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyones 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.
Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what its used for, and how its obtained, .
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.