Job Description

CUSTOMER SUPPORT TEAM MANAGER \xe2\x80\x93 Asian Language Support

The Customer Support Team Manager is responsible for the day-to-day management of team supporting customers of LSEG, Trading and Banking products in Asian languages; specifically, Indonesian & Malaysian Bahasa, Thai, Vietnamese and Korean. This role is people manager role with occasional hands-on operational duties in case of escalations and includes leading a group of customer support executives. 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 Asian languages (specified above), to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner.

Hire and subsequently 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\xe2\x80\x99s 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.

An individual with customer centric mindset with passion for people leadership and performance excellence will be successful in the role. As a people leader setting up the new team in Kuala Lumpur, this leader will be required to hire new team of about 11 Customer support executives. The opportunity to build a high potential team will be an amazing learning opportunity, prove one\xe2\x80\x99s overall leadership skill!

Qualifications:

• University degree.
• Comprehensive knowledge of customers, products, business, and service drivers.
• Excellent communication skills are a must \xe2\x80\x93verbal and written in English and in one of the other Asian languages would be an advantage.
• Experience in leading a team of 8 to 12 members will be an advantage.
• Experience in hiring talent, specifically in customer support function will be an advantage.
• 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.
• This is a leadership role for customers in Malaysia, Indonesia, Korea, Thailand and Vietnam, good English language communication is a must.

Why join this team?

• Be part of an international, multicultural environment of thousands of talented people over multiple countries.
• Interesting and challenging work that includes but is not limited to direct interaction with customers, business leads, Content specialists, product management and technology development.
• Opportunity to learn and hone skills on leadership, strategic thought leadership, solution-oriented thinking, and growth mindset.

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 \xe2\x80\x93 driving financial stability, empowering economies and enabling customers to create sustainable growth \xe2\x80\x93 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\xe2\x80\x99s 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.

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