Job Description

Role Description - The Senior Manager of Conformance and Trading Implementation is responsible for leading the Conformance testing and Trading Implementation Specialist teams. The role reports into Director of Client Services
Key Responsibilities

• To act as a point of escalation to members of the team
• Overseeing the team's day to day operational activities
• Main point on of contact for client readiness for FX migration project
• Facilitate introduction of activities into the FX Technical Onboarding team inline with the Target Operating Model and ensures proper policies/procedures are in place.
• Create and maintain team process/procedural documentation, and ensure operational procedures are in place and being adhered to.
• Set objectives and performance manage the team
• First escalation point for any client complaints or issues
• Provide coaching and mentoring to Analysts to support development and career plans
• Ensure creation and coordinate of training plans and Access Requests for all team individuals.
• Perform performance appraisals
• Drive Continual Service Improvement within the team including automation, process, documentation and skills.
• Advises the Change team on process improvements, applying learnings from across the organisation to identify improvements to products, services, processes or efficiencies
• Proactively monitor team activity and events logged, regularly review team quality and provide feedback to help develop individuals and improve service.
• Ensure the team is properly resourced and coverage is available during support hours.
• Ensure teams are performing role activities including procedural adherence, escalation, communication, and KPI achievement.
• Provide effective communication to the teams for all product, system and business and technology related information and changes
• Be responsible for all client development and connectivity activities across all customers.
• Review new product and technical enhancements to determine the impact on FX Integration team
• Ensure the team is properly resourced.
• Provide guidance on automation and process improvements
• Build and maintain relationships with stakeholders internally and externally (e.g. clients) communicating the cause and impact of operational issues with transparency
• Produce and interpret management reports for senior stakeholders, analysing and explaining favourable and adverse outcomes
• Work closely with Client Relationship Management team to ensure processes are aligned and initiatives prioritised.

Key Skills

• Level or good post A-level qualification, in a relevant IT, business or engineering subject
• People Management/Leadership skills
• Good knowledge of IT systems
• Experience with Java development or other relevant programming languages
• FIX Protocol experience
• Proven Customer Service Skills
• Managed onboarding teams - Good understanding of customer onboarding
• Experience being part of project team for large scale migration projects
• Good communication and problem-solving skills
• Must be a confident team player with good interpersonal skills and a 'can do' attitude.
• Worked in professional and client focused environments where detailed process/procedures are followed
• Must be able to work to deadlines and under pressure

Beneficial

• Technical skills - SQL, Networking, Wireshark, SFTP, Electronic Trading systems and Market Data familiarity, ITSM Tools, Excel.
• Relevant industry experience in a similar technical customer service role supporting financial clients
• A good understanding of FX markets

Qualifications & Experience:

• Extensive experience in customer support functions with in-depth knowledge of technical discipline or specialism
• Previous people management and leadership experience
• Significant stakeholder management experience.

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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