Team Manager - Customer Support

The Customer Support Team Manager for Risk Due Diligence and Digital Identity and Fraud oversees the daily operations of the Risk Customer Support Team. This role combines people leadership with hands-on operational responsibilities, managing a team of Senior Analysts while engaging with customer queries and escalations. The Team Manager is expected to proactively maintain expertise in products, processes, and customer needs, ensuring both team and customer success.

Key Responsibilities

• Team Leadership & Development
  • Lead, coach, and mentor a team of Senior Analysts, fostering a culture of continuous learning and high performance
  • Identify development needs and provide targeted coaching, training, and mentoring to support individual and team growth
  • Enable a learning environment by championing ongoing development initiatives and supporting robust onboarding and technical learning pathways.
• Operational Excellence
  • Oversee the resolution of a wide range of product queries and issues, from simple to complex, ensuring timely and effective support for Risk Screening products and services
  • Drive team performance to meet or exceed business objectives and key metrics
  • Employ process improvement methodologies to enhance procedures and resolve recurring issues
• Stakeholder Engagement
  • Collaborate regularly with Product, Technology, Developer, Content, SAM teams to review and address common issues, implementing action plans for recurring challenges
  • Partner with global stakeholders to address client needs
• Incident & Escalation Management
  • Provide critical support during outages, service incidents, client escalations, and complaints, ensuring swift resolution and clear communication
• Continuous Improvement
  • Stay abreast of industry trends, customer feedback, and internal developments to proactively address emerging needs and opportunities

Qualifications:

• At least 2 years of people leadership experience with proven track record of attracting, developing and retaining talent
• In-depth knowledge of customers, products, business, and service excellence
• Familiarity with Enhanced Due Diligence (EDD) Solutions and/or Digital Identity & Fraud (DI&F) Solutions is a plus
• Strong understanding of LSEG values, processes, measurement, drivers, and performance improvement strategies
• Experience with CRM or case management platforms, particularly Salesforce, is an advantage
• Proven ability to engage and influence with a range of stakeholders, including senior leaders
• Strong coaching skills to help the team become successful, to deliver greater business results, and to champion talent development
• Strong leadership skills that are aligned to LSEG’s leadership behaviors
• Excellent planning, organizational, and problem-solving abilities
• Willingness to undertake in additional projects and responsibilities from time to time
• Flexibility with work times and commitment to team effectiveness

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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 mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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