Senior Client Support Analyst

Department Description

Market Operations provides a range of customer and operational services across the London Stock Exchange Group. The core services provided by the department are: technical account management, technical onboarding, software certification, client support, and market operations services.

Role Description

The Client Support team is responsible for handling connectivity, functional and technical enquiries, incidents and requests across a range of markets and services spanning multiple venues across the London Stock Exchange Group and its partners.

The team provides support in multiple geographical locations, covering trading, market data, post-trade and digital market services across Equities markets.

The role is customer facing and entails regular interaction with financial professionals and vendors across globe.

The team operates on a rotating shift schedule, covering hours from 6:00 AM to 6:00 PM UK time (1:00 PM to 1:00 AM Manila time, or 2:00 PM to 2:00 AM during daylight saving time).

Key Responsibilities

• Handle technical incidents and requests for external and internal customers. This includes application and network troubleshooting.
• Handle events through to conclusion maintaining customer communication.
• Perform proactive customer alert management, presenting and collaborating with the customer where vital
• Processing and logging customer enquiries thru different mediums: Email, phone call, internal
• Perform thorough investigations in a timely fashion, ensuring the vast majorities of inquiries are resolve at point of first touch
• Ensure vital incidents are called out in a timely manner.
• Ensure all customer communications are delivered in a professional and timely manner
• Keep up to date with products and services to help maintain quality of service during the launch of new products, projects, and service changes, achieving readiness for key milestones and go-lives.
• Understand and achieve proficiency in the core requirements of the role across all products/services supported.
• Foster into Continuous Service Improvement initiative to help with improving processes, automation, tooling, etc.
• Use correct processes/procedures, tools, SLAs and critical models.
• Achieve benchmarks to help deliver service targets.
• Collaborate with team members when vital to achieve satisfactory resolutions.
• Work to priorities set by Manager and Assistant Manager.
• Work to shift patterns set by Manager/Assistant Manager, provide support during bank holidays and other weekend activities.
• Support business continuity efforts and keep up to date with LSEG policy/training initiatives.

Key Behaviours

Integrity

• Has the sustained drive and energy to deliver quality and timely support.
• Willingly puts in the effort to ensure activities are completed on time and to the quality required.
• Able to provide or ask for help when assistance is required.

Partnership

• Teammate with good ethical principle and values.
• Seeks information/inputs from colleagues/clients and communicates openly.
• Takes on routine tasks.
• A confident standout colleague with good interpersonal skills and a genuine desire to help their fellow colleague(s).

Innovation

• Willingly adopts new processes, approaches, ways of working.
• Enthusiastic to achieve, develop, and learn new skills.
• Raises suggestions to improve the service provided.
• Demonstrates ability to apply new skills to improve current workflows and procedures.

Excellence

• Oral and written communications are of the constant high standards.
• Has the ability to breakdown sophisticated issues into clear, concise and understandable segments.
• Analyses issues to identify the most appropriate solutions.
• Utilises all available resources and toolsets to investigate and resolve incidents.
• The candidate is proactive and demonstrates initiative.
• Prioritises activities according to business and operational needs.
• Excellent analysis and problem solving skills.
• Analyses issues to identify the most appropriate solutions.
• Plans activities, provides progress reports, attends relevant meetings to represent team.
• Carries out work without prompting and close supervision.
• Demonstrates resilience and adaptability in a fast-paced, client-facing environment.
• Maintains a strong customer focus, ensuring timely and effective resolution of client issues.

Candidate Profile / Key Skills

Required

• Experience in Fintech / Trader Support
• Good understanding of market and order book behaviour
• Knowledgeable on financial ecosystems.
• Confirmed customer service skills.
• Good communication and problem solving skills.

Beneficial

• Technical skills: knowledge of FIX protocol, SQL, networking, Wireshark, SFTP, electronic trading and market data systems, ITSM Tools, Excel.
• Recent experience in a similar technical customer service role supporting financial clients.
• Worked in professional and client focused environments where detailed process/procedures are followed.

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.

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