Senior Manager - Customer Support, Risk Screening

About the role

LSEG Customer Support provides product, technical and application support to clients globally. The Senior Manager for Risk Screening Customer Support leads a team of Team Managers, Specialists and Analysts delivering global support for Risk Intelligence clients within the Screening sub-business. The role carries end-to-end accountability for service delivery, operational performance and quality, and works closely with global stakeholders such as Proposition, Sales, Account Management, Product Management, Technology and Operations.

Key responsibilities

• Deliver against service targets, champion innovation and lead change management across people, process and technology
• Lead during major service incidents and outages, ensuring effective communication, escalation and resolution
• Drive continuous improvement to optimise resource use, raise customer satisfaction and align support with business priorities
• Resolve complex operational issues, often requiring multi-disciplinary collaboration
• Shape and lead strategic initiatives that embed operational excellence
• Build strong stakeholder relationships to understand client priorities and deliver aligned solutions
• Develop team members through coaching, training and mentoring, and identify development areas
• Lead the design and evolution of reward and recognition frameworks
• Translate business strategy into executable plans and drive cross-functional delivery

Required profile

• Strong leadership, accountability, collaboration, partnership and interpersonal skills
• Experience in financial markets and operations, with success in customer service operations
• At least 5 years of people leadership experience, with a track record of attracting, developing and retaining talent
• Experience delivering major changes in a customer service setting
• Ability to strategise case delivery, prioritise in a high-pressure environment and present to senior leaders