Job Description

The Director for Client Services Center of Excellence is a senior leadership role within Market Operations Customer Support and is responsible for enabling the Trading and Banking, FX and Equities Customer Support Organizations to deliver best in cla

The Director for Client Services Center of Excellence is a senior leadership role within Market Operations Customer Support and is responsible for enabling the Trading and Banking, FX and Equities Customer Support Organizations to deliver best in class support to customers across the trade lifecycle. This role provides a strong interlock with cross-functional teams for the delivery of strategic platform offering. The role looks after a multi-disciplinary team and interfaces with various delivery groups and functions. This person will have senior individual contributors directly reporting into the role and is tasked to support and grow the team members ensuring their ability to measure and drive behavioral excellence across both process and quality adherence. The position will include accountability to and collaboration with multiple internal and external global stakeholders, including Proposition, Sales and Account Management, Product Management, Technology, and Operations. This role will drive strong partnership with the business division and will help define operational and strategic priorities within the Customer Support teams. Responsibilities Learning and Development: Create and sustain a continuous learning and development framework for Trading and Banking Products and Content solutions Develop and deliver holistic aspects of learning through training, coaching and experiential learning. Ensure that the Support Organization is ready to support new product offerings Partner with Sales and Account Management, Product and Technology teams to ensure learning materials are kept updated Knowledge Management Maintain a robust repository knowledge articles for external customer consumptions based on frequently asked questions Work with product management to increase both internal and external knowledge articles adoption and usage Service Quality Drive improvements in Trading and Banking operational service quality Measures quality through operational process adherence (measured through DPA process) Drive down call volumes by identifying opportunities for self serve capabilities and by working with partners in SAM, Product and Content Ops to remove call drivers Improve speed of resolution Reduce case touchpoints and handoffs increase rate of resolution at first instance Gather requirements for product and technology enhancements to be converted into JIRA tickets for Technology team to execute upon Service Transformation & Digitization Work with the business in the execution of service digitization business case Help and support console Digital Frontend/ Service Portal Intelligent routing Customer Help Content/ Knowledge Database Customer Intelligence Insights and Analytics Alerts and Messaging Chat and chatbots Leadership Responsibilities Provides leadership and direction for the COE group Achieves customer service excellence through the group's ongoing operational performance. Provides strong interlock with cross-functional teams for the delivery of strategic platform offering Develops team members, provides coaching, training and mentoring as required as well as identifies development areas. Devises and implements strategies to help support and drive employee engagement Qualifications Strong leadership abilities and behaviours including accountability, collaboration and partnership, strategic thinking, talent development, effective communication skills 10+ years of financial markets and operations expertise, with demonstrated 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 transformational changes in a customer service setting Ability to strategize the delivery and implementation of business cases Ability to prioritize tasks in a high-pressure environment Ability to effectively communicate and present to senior executives 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.