LSEG Senior Manager - Business Service Manager in London, United Kingdom
Business Service Manager Lead
Role Profile Department description:
The Office of the Chief Operating Officer (COO) for the London Stock Exchange (LSE) Plc has accountability for the business and operational strategy of the LSE, and its execution, as approved by the LSE Plc Board. The COO Office oversees the day-to-day operational functions of the LSE on behalf of the CEO of LSE Plc, including Regulatory engagement as it relates to the resilience of LSE Plc. The COO and their Office ensures that all Run Service Management and Change activities are seamlessly coordinated at an LSE UK plc level. They are further accountable for the provision of LSE UK plc Business Services to clients, from a combined business, operations, technology and data perspective.
Role description and purpose:
The Business Service Manager Lead reports into the COO for LSE Plc. On behalf of the LSE COO, they will be responsible for ensuring that Business Services aligned to LSE Plc are being delivered to the agreed standards and operating models, SLAs are achieved, and client satisfaction levels are maintained and improved.
The COO of LSE Plc has end to end accountability, ownership and assurance of all aspects of the Business Services provided to LSE UK plc’s clients, across Business Products, Technical Components and Operations. The role of the Business Service Manager Lead is new within the organisation. The role holder will act as a focal point for Business Service activities and have oversight across all LSE Plc Business Services. They will be required, in collaboration with key stakeholders, to; establish the operational framework for the Business Services; lead the execution of this activity; ensure appropriate oversight and governance mechanisms are established and; drive the on-going performance, conformance and continuous improvement of these services.
They will also be expected to support the LSE COO in effectively discharging their obligations via, regular reporting, and other projects and initiatives.
Key responsibilities of the role include, but are not limited, to:
Strategy and Target Operating Model: Support the Individual Business Services Managers on their strategic vision for their business service and ensure this aligns to Group strategy and approved roadmaps across connected corporate functions (value stream). Ensure control and accountability across end to end Business Service requirements, design, construction and test, Establish a target operating model for all business services that considers and articulates; A value stream for that business service, including all interdependencies. A gap analysis and roadmap to delivering the future state for that business service. A technology / architecture roadmap, including data. A governance framework for the business service inclusive of the; articulation of risks and controls; committee structures, escalation routes and delegated authority; policies, standards and regulations; procedure documentation. Clear stakeholder engagement maps, roles and responsibilities (RACI).
Establish a robust intragroup agreement for the business service that outlines service provider and service recipient responsibilities, scorecard measures, appetite and escalation routes.
Operational Change and Infrastructure: Oversight and coordination role, working with existing, and newly forming Business Service Manager teams across the organisation, as relevant for LSE Plc Business Services. Engagement with Supplier services for oversight of the on-going performance of live services. Establish and oversee regular business service reporting cadence and ensure performance is analysed and communicated to key stakeholders, with remediation plans where necessary. Establish and lead regular performance review meetings with Business Service Managers and the Business Service Accountable Executives. Ensure Business Continuity Plans (BCP) and disaster recovery procedures are established and maintained for the business service. Ensure information management processes are established and conformed to. Undertake cost / value evaluation of proposed change and development requests and ensure they are aligned to strategy and technology roadmaps. Maintain oversight of change portfolio. Ensure LSE Pls have accountability for readiness (go-live) and ultimate go/no-go decision for Business Service change introduction, in consultation with product and technical services. Understand the interdependencies and impact of changes. Ensure change delivery framework is adhered to; changes are delivered on time and in budget; and all issues are escalated in line with policy and procedure. Establish and maintain effective relationships and communication channels with all Business Service Managers and their Accountable Executives.
Service Development: Undertake thematic review of industry developments and generate recommendations. Undertake horizon scanning for regulatory developments, carrying out impact assessment and communicating these to stakeholders. Oversight of new product approval processes to ensure developments are in line with business service strategy. Perform on going trend and thematic analysis of business service performance and make recommendations for improvement.
Key behaviours and skills required to be successful in the role:
Relevant industry experience and recent experience in a similar role Understanding of Regulatory environment Understanding of Risk management and control environments Holistic Market technical understanding Experience of business process and service improvement Stakeholder management Experience in leading and overseeing change, including technical change Practical experience in leading and delivering projects Service management experience Supplier management experience Previous responsibility for managing budgets Experience in establishing operational and governance frameworks Previous experience in forming policies and procedures Good communication and problem solving skills Ability to provide review and challenge at all corporate levels Must be a confident team player with good interpersonal skills and a ‘can do’ attitude. Worked in professional and client focused environments where detailed process/procedures are followed Must be able to work to deadlines and under pressure
Diversity & Inclusion People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG. About Us London Stock Exchange Group (LSE.L) is a diversified international market infrastructure and capital markets business sitting at the heart of the world's financial community. The Group can trace its history back to 1698. The Group operates a broad range of international equity, bond and derivatives markets, including London Stock Exchange; Borsa Italiana; MTS, Europe's leading fixed income market; and Turquoise, a pan-European equities MTF. It is also home to one of the world’s leading growth markets for SMEs, AIM. Through its platforms, the Group offers international business and investors unrivalled access to Europe's capital markets. Post trade and risk management services are a significant part of the Group’s business operations. In addition to majority ownership of multi-asset global CCP operator, LCH Group, LSEG operates CC&G, the Italian clearing house; Monte Titoli, the T2S-ready European settlement business; and globeSettle, the Group’s newly established CSD based in Luxembourg. The Group is a global leader in indexing and analytic solutions. FTSE Russell offers thousands of indexes that measure and benchmark markets around the world. The Group also provides customers with an extensive range of real time and reference data products, including SEDOL, UnaVista, and RNS. London Stock Exchange Group is a leading developer of high performance trading platforms and capital markets software for customers around the world. In addition to the Group’s own markets, over 35 other organisations and exchanges use the Group’s MillenniumIT trading, surveillance and post trade technology. Headquartered in London, with significant operations in North America, Italy, France and Sri Lanka, the Group employs approximately 4,700 people. Values & Behaviours Integrity: My word is my bond. Integrity underpins all that we do – from unshakable commitment to building and supporting global markets based on transparency and trust, to every transaction across our business with each and every stakeholder. We are a source of enduring confidence in the financial system, so when we say that our work is our bond – we mean it. Partnership: We collaborate to succeed. We pride ourselves on working together as proactive partners, building positive relationships with our colleagues, customers, investors, regulators, governments and shareholders – for our mutual success and the benefit of all. Innovation: We nurture new ideas. We are ambitious and forward-looking – a pioneering Group of market innovators, driven by fresh thinking that has kept us ahead of change. We prudently and proactively invest to make sure that out markets and services constantly moving forward, developing and evolving with advances in technology. Excellence: We are committed to quality. We have a fundamental commitment to developing talented teams who deliver to the highest standards in all that we do. By collaborating together, we will sustain industry-leading levels of excellence, setting the benchmarks that inspire ever better performance.
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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