Director - Customer Support, Service Improvement

4 weeks ago

Calabarzon, Philippines ASPEN - London Stock Exchange Group Full time
Position Summary

The Director of Customer Support, Service Improvement, owns and delivers best-in-class and consistent Specialist Support across a business segment. This role requires an excellent understanding of the business area and client value of the supported products and services.

Strategy

  • Collaborate with customers to craft and implement short- and long-term Customer Support strategies.
  • Lead pivotal initiatives to address business needs and drive interpersonal needs.
  • Explore new functions and capabilities for Customer Support and propose reasons/plans to implement to the Group Director of Customer Support and relevant stakeholders.
  • Continuously explore and promote new technologies to improve Customer Support workflows and build capacity for future business scaling.

Operations

  • Oversee strategic operational programs/projects within customer support.
  • Define and implement organizational goals aligned with the DSO and GSOs.
  • Address problems within customer support through evidence-based approaches, ensuring success metrics are clearly correlated.
  • Act as an escalation contact for Service Management concerns.
  • Partner with Customer Support team members and Engineering to improve AI tools used by staff.
  • Perform other tasks as advised by the Group Director of Customer Support.

People Management/Development

  • Develop Senior Managers through mentorship and engagement activities such as team building, rewards, and recognition.
  • Conduct periodic and annual performance reviews for direct reports, ensuring alignment with business objectives.

Desired Skills

  • Critical Thinking
  • Innovation and Change Management
  • Governance and Accountability
  • Problem Solving and Decision Making
  • Customer Management and Communication
  • Influence and Negotiation Skills
  • Resilience and Stress Management

LSEG is committed to fostering a diverse, equitable, and inclusive work environment, providing equal opportunities for all employees. We offer a hybrid working model and comprehensive employee benefits.

London Stock Exchange Group (LSEG) is a leading global financial markets infrastructure and data provider. Our purpose is to drive financial stability, empower economies, and enable sustainable growth.

Our values of Integrity, Partnership, Excellence, and Change underpin our culture and guide our daily actions. Working with us means being part of a dynamic, global organization that values individuality, collaboration, and innovation. We are dedicated to sustainability, supporting the green economy, and fostering inclusive economic opportunities.

We offer tailored benefits, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.

We are an equal opportunities employer, committed to non-discrimination and accommodating diverse needs, including religious practices and disabilities.

Please review our privacy notice to understand how we handle personal data and your rights as a data subject.


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