Job Description

Performance & Insights - Manager, Operations Functional Leads

Working within the Performance & Insights team, this manager role focuses on managing a team of Functional Leads aligned to each area of Data & Analytics Operations.

This team focuses on aligning Performance Initiatives objectives, initiatives and processes with the appropriate operational performance metrics / targets, as well as identifying analysis requirements to deliver insight on potential improvements.

As the team lead, this role is responsible for ensuring on-time delivery of all operational performance analysis via our Performance Framework Dashboard as part of our monthly & quarterly review schedule, as well as any coordinating and disseminating any ad-hoc requirements raised by our stakeholders.

The role requires strong interpersonal and communication skills - working with senior Customer Operations stakeholders, our P&I team, colleagues in Performance Excellence, Market Operations and the D&A Division.

This role reports to the Director, Performance & Insights.

Responsibilities / Accountabilities

• Build relationships with Data & Analytics Operations leadership as well as a deep understanding of their objectives/priorities and work with Functional Leads to align key metrics & targets across D&A Operations (and other areas of Data & Analytics, where relevant)
• Support of the Operations Leadership Team for the annual strategic objective setting process.
• Lead the Operations Functional Leads team to ensure the delivery of all relevant data, commentary and insight into our Performance Framework on a monthly & quarterly basis.
• Support the production of analytics to safeguard delivery of Operations performance commitments; identifying areas of underperformance; and capturing get well plans to ensure performance commitments are achieved.
• Work with Reporting, Database Quality and Analytics Capabilities teams to further enhance our Performance dashboards, driving deeper insights/detail and maintaining transparency/accountability for performance.
• Support Operations Functional Leads to identify analysis requirements (operational and performance data, voice of the customer, etc) to (a) understand the drivers of customer experience and (b) recommend potential improvements
• Present insights and recommendations to D&A Operations leadership and facilitate agreement for solution selection and implementation.
• Work alongside our Functional Leads with our other shared services groups, particularly the Reporting and Database Quality teams, Analytics Capabilities and Operation Excellence, identifying recommendations/process improvements as required.
• Continually improve knowledge of the Data & Analytics Operations organization by engaging with customers both from Customer Operations and Operational Excellence Teams.
• Manage and develop the Operations Functional Leads, building clear career/development plans and regular progress reviews, quarterly connects etc

Qualifications

• Familiarity with analytics, methodologies, data reporting and visualization
• Track record of building and leading a high-performance team
• Ability to work proactively, with strong interpersonal skills across all levels of staff
• Understanding of BPI and Lean Six Sigma methodologies preferable
• Excellent verbal and written communication skills
• Knowledge of business processes and internal workflows within Data & Analytics Operations
• Degree level preferred

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.

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