Senior Manager – Customer Support, Risk Screening

Job description

Senior Manager – Customer Support, Risk Screening LSEG Customer Support provides product, technical and application support to clients globally. With customer service recognized as a key differentiator across all industries, the team is committed to providing a high-performance, cost-effective service that consistently delivers a memorable and positive customer experience. The Senior Manager for Risk Screening Customer Support is a senior leadership role responsible for leading a team of Team Managers, Specialists and Analysts delivering global support for Risk Intelligence clients, specifically within the Screening sub-business. The role holds end-to-end accountability for service delivery, operational performance and quality of support across the client lifecycle. The position requires close collaboration with a broad range of global stakeholders, including Proposition, Sales and Account Management, Product Management, Technology, and Operations. The Senior Manager is responsible for driving operational excellence, embedding strong governance, and fostering behavioral excellence through rigorous process and quality adherence. A core focus of the role is also to inspire high levels of employee engagement and to develop, grow, and flow talent across LSEG. Responsibilities: Deliver against service targets, acting as a champion for innovation and actively leading change management initiatives across people, process and technology Provide critical leadership during major service incidents and outages, ensuring effective communication, escalation, and resolution Identify and drive continuous improvement opportunities to optimize resource utilization, increase customer satisfaction, and align global support capability with evolving business priorities Provide leadership and direction in the resolution of complex operational issues, often requiring multi‑disciplinary collaboration Shape and lead strategic initiatives that embed operational excellence, enabling sustained performance and the consistent delivery of customer service outcomes Build and maintain strong relationships with stakeholders to understand client priorities, influence outcomes, and deliver aligned solutions Develop team members, provide coaching, training and mentoring as required as well as identify development areas Lead the design and ongoing evolution of reward and recognition frameworks to drive engagement, performance, and growth Translate business strategy into product‑led, executable plans, and drive cross‑functional delivery to ensure strategic initiatives are delivered on time, within scope, and with clear client value and impact Qualifications: Strong leadership abilities and behaviors including accountability, collaboration and partnership, talent development, effective interpersonal skills Experience in financial markets and operations expertise, with shown success in customer service operations At least 5 years of people leadership experience with proven track record of attracting, developing and retaining talent Experience with delivering groundbreaking changes in a customer service setting Ability to strategize the delivery and implementation of cases Ability to prioritize tasks in a high-pressure environment Ability to effectively communicate and present to senior leaders Career Stage: Manager 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.