Senior Associate, Customer Onboarding, PTS

Job description

Department: Post Trade Solutions (PTS) — Customer Onboarding Level: Senior Associate Employment Type: Full-Time Work Schedule: US Hours (including US Holidays) or APAC Hours About the Role We are seeking a highly motivated and experienced Senior Associate, PTS Customer Onboarding to join our Post Trade Solutions (PTS) team. In this role, you will take ownership of the end-to-end onboarding experience for new and existing customers, serving as a subject matter expert and a key liaison between clients and internal stakeholders. You will play a critical role in ensuring customers are successfully onboarded, fully enabled, and positioned for long-term success with LSEG's post-trade products and services. As a Senior Associate, you are expected to demonstrate a higher level of ownership, leadership, and initiative — not only delivering excellent customer outcomes but also mentoring junior team members and contributing to process improvements across the onboarding function. Key Responsibilities Lead and manage the end-to-end onboarding lifecycle for new customers, ensuring all milestones are met accurately, efficiently, and within agreed timelines, provide accurate and required documentation of clients. Act as the primary escalation point of contact for complex or high-priority onboarding cases, providing timely and effective resolution. Build and maintain strong working relationships with customers, ensuring a consistently positive onboarding experience that reflects LSEG's commitment to service excellence. Collaborate cross-functionally with Sales, Technical Support, Product, and Operations teams to address customer needs and remove onboarding blockers. Accurately maintain and update customer records, onboarding documentation, and case notes in relevant systems (e.g., Salesforce, ServiceNow). Analyze onboarding data and customer feedback to identify trends, recurring issues, and areas for process improvement. Provide guidance, support, and informal mentoring to junior team members, sharing best practices and domain knowledge. Contribute to the development and refinement of onboarding workflows, SOPs, and knowledge base articles. Consistently meet and exceed individual and team KPIs, SLAs, and quality standards. Support the team during US business hours, including US public holidays, ensuring continuity of service for our North American customer base. Required Qualifications & Skills Communication: Exceptional verbal and written communication skills in English, with the ability to engage confidently and professionally with customers, senior stakeholders, and cross-functional teams. Attention to Detail: Demonstrates a high level of accuracy and thoroughness in all tasks, including data entry, case documentation, and customer correspondence. Analytical Thinking: Strong ability to assess complex situations, interpret data, identify root causes, and recommend practical, well-reasoned solutions. Team Collaboration: A dependable team player who actively contributes to a positive team culture, supports colleagues, and works toward shared goals. Self-Motivation & Goal Orientation: Highly driven and results-focused, with the ability to manage multiple priorities independently, meet deadlines, and take initiative without close supervision. Leadership Qualities: Demonstrates ownership and accountability; willing to take the lead on tasks and guide peers when needed. Work Schedule Flexibility: Willing and able to work during US business hours and US public holidays on a consistent basis. Experience Requirements Experience in a Service Desk, Customer Support, or Customer Onboarding role, preferably within a financial services or technology-driven environment. Demonstrated experience handling complex customer issues and escalations with professionalism and efficiency. Experience working with CRM or case management systems (e.g., Salesforce, ServiceNow) is strongly preferred. Prior involvement in process improvement initiatives or knowledge management is an advantage. Exposure to post-trade, capital markets, or financial markets infrastructure is a plus but not required. Education Bachelor's degree in Business Administration, Finance, Information Technology, Communications, or a related field is preferred. LSEG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Career Stage: Senior Associate 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. Please take a moment to read this privacy notice 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, your rights and how to contact us as a data subject . 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.