Team Manager

LSEG Taguig, National Capital Region, Philippines

Join to apply for the Team Manager - Customer Support role at LSEG . This role within Workflows Desktop will lead a team of Investment and Wealth Management Solutions Analysts and Specialists to proactively respond and handle customer queries, ensuring that resolution is provided in a timely manner. Customer Support provides product, technical and application support for LSEG customers globally. The team aims to deliver a high-performance, cost-effective service while providing customers with a positive experience. The Team Manager will assist the Customer Support Manager with day-to-day management, lead a group of analysts and specialists, respond to customer queries, act as a point of escalation, and take calls where required.

A key requirement of the role is to proactively maintain knowledge and skills and stay ahead of what customers and staff are experiencing.

• Mentor, coach and perform performance management for staff to deliver outstanding customer service.
• Provide mentorship and support for the team’s personal development.
• Optimally drive performance to meet business objectives and targets.
• Work with the team to reduce the volume and time of outstanding cases and ensure adherence to procedures.
• Contribute ideas to improve efficiencies in processes and/or customer experience.
• Champion key initiatives set by the Customer Support organization.
• Recruitment and selection of staff in line with Frontline Support proficiencies.
• Participate in performance management and the quarterly and annual review processes.
• Support continuous development of self and team and champion learning initiatives.
• Influence team members and lead day-to-day operations.
• Set clear team goals and listen to feedback to resolve issues or disputes.
• Deliver key projects within the customer support department.
• Demonstrate experience in leading teams within a contact or service centre with a focus on results delivery and capability enhancement.

• University degree in related field.
• Good knowledge of customers, products, business, and service drivers.
• Strong understanding of LSEG values, processes, measurement, drivers, and performance improvement strategies.
• Ability to engage with a range of partners, including senior managers.
• Desire to undertake additional projects and responsibilities; strong planning and organizational skills.
• Flexibility with work times and dedication to team efficiency.
• Proficient mentoring skills to help the team succeed, deliver greater business results, and support talent development.

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 underpins our culture. Our values of Integrity , Partnership , Excellence and Change guide our decision making and everyday actions.

Working with us means being part of a dynamic organisation of 25,000 people across 65 countries, with emphasis on individuality and diversity.

We are proud to be an equal opportunities employer and to accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs as required by law.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability and to helping customers meet their sustainability objectives. Our charity, the LSEG Foundation, provides grants to community groups. 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 read this privacy notice carefully, describing what personal information LSEG may hold about you, how it’s used, and your rights as a data subject.

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting and Financial Services