LSEG Director, End of Day Feeds Specialist in London, United Kingdom
The Director, End of Day Feeds Specialist role purpose is to lead specialist support for all customers and employees in all locations globally who are seeking level 2 product, content, or technical support. This role leads teams that provide critical support functions during outages and service incidents. Director, End of Day Specialist is the primary interface to Pricing References Services business and must develop and maintain key Sales and Account management teams globally to ensure a consistent, end to end experience across sales and support channels. This role is expected to drive continuous improvement in customer and product experience while driving operational rigor and efficiency. End of day feeds includes Datascope Premium Support, Tick History Support, Legal Entity as well as other PRS teams
Key relationships & committees:
External: Leading and maintaining positive customer relationships
Internal: Works across the organization – direct interface with D&A extended LT
Location / flexible working: New York
Lead a globally consistent level 2 entry point for all customers and employees seeking product, content or technical support including direct access capabilities as appropriate
Interface to Sales and Account management and Product teams globally to ensure a consistent, end to end experience across sales and support channels
Lead the delivery of end of day feeds specialist support and achieve customer service excellence through the group’s ongoing operational performance.
Provide senior leadership direction to a 100+ employee global support function
Enable transformation to a more digital and self- service experience as well as more modern in-product support experience leveraging emerging technologies
Critical influencer and feedback loop to product teams on client enhancements and requirements
Establish and maintain operational performance excellence of the global function
Ensure that financial targets are achieved across the global function
Establish and maintain a culture grounded in customer service excellence, personal accountability and continuous improvement across all functional teams and locations
Work with relevant stakeholders to review and refine resolution performance, processes, and escalation paths in pursuit of increased customer satisfaction
Champion customer feedback to stakeholder groups to improve end to end performance and customer satisfaction
Ensure the coordination and delivery of support requirements within the function for new and existing products, tools, processes, and strategic initiatives
Create an environment to attract, develop and retain appropriate talent
Create an effortless customer experience with service timelines and service customer experience
Provide critical support functions during outages and service incidents
Identify global opportunities for improvement to maximize resources and increase customer satisfaction.
Optimize resolution time by providing a seamless level 2 support experience
Improve documentation of case resolutions to create “Reusable Answers” that drive faster query resolution
Partner with Frontline support to identify learning opportunities to build knowledge and capability within frontline teams
Lead a global team of 100+ employees
Build and manage a team of global managers
Responsible for global resource allocation
People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.
We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.
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