Job Description

TEAM MANAGER (GG 12) Manage a team of Desktop Trading Solutions Customer Support Executives to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner. Responsibilities: * Mentor, c

TEAM MANAGER (GG 12) Manage a team of Desktop Trading Solutions Customer Support Executives to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner. Responsibilities: Mentor, coach and do performance management for staff to deliver superior customer service in line with global customer support guidelines Provide guidance and support in their team's personal development. Effectively drive performance to ensure business objectives and key metrics are met. Work with the team to reduce the volume and time of outstanding cases and ensure they understand and are adhering to procedures Proactively contribute ideas or actions to improve efficiencies in the process and/or to improve customer experience. Serve as the champion of key initiatives set by the Frontline Support organization. Recruitment and selection of staff in line with the Frontline Support competencies. Participate in the performance management and review process facilitating the quarterly, mid-year and annual review process Create a Learning customer environment by supporting continuous development of self and direct reports and champion learning initiatives. Qualifications University degree in related discipline. Comprehensive knowledge of customers, products,businessand service drivers Strong understanding of LSEG values, processes, measurement,driversand performance improvement strategies Ability to engage with a range of stakeholders, including senior managers. Willingness to undertake additional projects and responsibilities from time to time. Strong planning and organizational skills. Flexibility with work times and dedication to the effectiveness of the team. Competent coaching skills to help the team become successful, to deliver greater business results, and to champion talent development At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 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 any 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 it's used for, and how it's 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.