Job Description

Role Summary The Customer Support Team Manager is responsible with the day-to-day management of team supporting customers of LSEG, Trading and Banking products in Asian languages such as Mandarin and Cantonese (non-English). This role is a blend of management and hands-on operational duties and includes leading a group of customer support executives as well as responding to customer queries. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to staying on top of what both customers and staff are experiencing. This is an amazing opportunity for someone with passion for leadership role and enjoys meeting challenging business goals in the customer support. Responsibilities: Lead a team of Customer Support Executives supporting the Trading and Banking products in Mandarin and Cantonese languages, to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner. Mentor, coach and evaluate performance of staff to deliver superior customer service in line with global customer support guidelines. Provide guidance and support in their team\'s personal development. Effectively drive performance to ensure business objectives and key performance parameters are met. Work with the team to reduce the volume and time of outstanding cases and ensure they understand and are adhering to procedures. Proactively supply ideas or actions to improve efficiencies in the process and/or to improve customer experience. Serve as the champion of key initiatives set by the T&B Customer Support organization. Recruitment and selection of staff with right competencies to meet the challenging. Participate in the performance management and review process facilitating the quarterly, mid-year and annual review process. Create a Learning customer environment by supporting continuous development of self and direct reports and champion learning initiatives. Qualifications: Bachelor\'s degree. Comprehensive knowledge of customers, products, business, and service drivers. Experience in leading a team of 12 to 15 members. Ability to engage with a range of partners, including senior managers. Enthusiastic to undertake additional projects and responsibilities from time to time. Strong planning and social skills. Flexibility with work times and dedication to the effectiveness of the team. Competent in coaching skills to help the team become successful, to deliver greater business results, and to foster talent development. At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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 any mental health or physical disability needs. Please take a moment to read this 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, . 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.

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