Team Manager - Workflows Customer Support, Language

Job description

Customer Support provides product, technical and application support for LSEG customers globally. With customer service recognized as a key differentiator between vendors across all industries, the team strives to deliver a high-performance, cost-effective service whilst providing customers with a memorable, positive experience. The Team Manager is responsible for the day-to-day management of team supporting customers of LSEG offerings in Japanese. This role is a people management position with hands-on operational responsibilities, particularly in managing critical or high-impact issues. It involves leading a team of Support Analysts and Specialists to proactively respond to and lead customer queries and communications, ensuring timely and effective resolution. A key requirement of the role is to take a proactive approach to maintaining and developing knowledge and skills, while staying closely attuned to the evolving needs and experiences of both customers and team members. This role presents an excellent opportunity for an individual passionate about leadership and committed to delivering significant business outcomes within Customer Support. Key Responsibilities Lead and develop a team of Support Analysts and Specialists delivering high-quality support for LSEG’s Japanese offerings, ensuring customer queries are handled proactively and resolved in a timely and effective manner. Drive team performance to achieve key service metrics, including resolution times, case quality, and customer satisfaction. Hire, coach, and develop team members, providing ongoing feedback and creating opportunities for growth and career progression. Cultivate a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement. Coordinate day-to-day operations, ensuring adherence to processes and standard methodologies while reducing case backlogs and improving turnaround times. Act as an escalation point for complex or high-impact customer issues, providing hands-on support when needed. Find opportunities to improve processes, drive efficiency, and enhance the overall customer experience. Support the delivery of organisational initiatives and ensure successful adoption within the team. Lead recruitment and workforce planning to ensure the team has the right skills and capabilities to meet business needs. Lead performance review cycles (quarterly, mid-year, and annual), ensuring fair, consistent, and development-focused outcomes. Promote a culture of continuous learning by supporting training, upskilling, and knowledge-sharing across the team. Qualifications and Experience Bachelor’s degree or equivalent experience Extensive knowledge of customer support operations, including customer needs, products, and service delivery drivers. Excellent written and verbal communication skills in English; proficiency in Japanese is highly preferred to effectively support customers in Japan. Proven experience leading and developing high-performing teams (typically 8–12 members) is an advantage. Experience in hiring and building talent, particularly within a customer support environment, is desirable. Demonstrated ability to engage and collaborate with a wide range of stakeholders, including senior leaders. Strong planning, organisational, and interpersonal skills, with the ability to balance multiple priorities effectively. Flexible and adaptable, with a willingness to take on additional responsibilities and support business needs as required. Passion for people leadership, with a track record of coaching, mentoring, and developing team members to achieve strong performance and career growth. Committed to delivering customer-centric outcomes and driving operational excellence within a team environment. 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.