The Datascope Support team is a highly functioning team within the Pricing & Reference Service community. As the Senior Manager of the global support team, you'll lead all aspects of a group that is committed to industry-leading service. The team is comprised of managers & individuals that have experience in the PRS content, customer service skills, self-motivation, and accept the challenge and responsibility of solving some of the most sophisticated inquiries. This position will lead other People leaders and collaborates with leaders from Product Management, Technology Content Operations, and other areas to coordinate the successful strategy, adoption, retention and growth of our business
Key responsibilities include:
Lead a team of customer support managers, driving excellence & efficiency in the delivery of key performance metrics.
Mentor staff to deliver outstanding customer service in accordance with global customer support guidelines.
Leads or facilitates the resolution of complicated issues or escalations, working in partnership with other functions
Represent Datascope support with all level of stakeholders across Sales & Account Management, Technology, Product Management, and Operations
Recruitment and development of staff.
Lead performance proactively and mentor within the Customer Support Proficiency Framework, participating in the performance management and review process, including quarterly, mid-year, and annual reviews.
Deliver key projects targeted at improving the efficiency and processes of Datascope support teams
Develop a learning culture by sharing knowledge and fostering learning initiatives.
Desired Knowledge and Skills:
REQUIREMENTS:
Proven experience in Customer Support, gained in the corporate, multinational environment
Demonstrated ability as a People Leader with proven record of attracting, developing, and retaining talent
Deep understanding of the PRS business, products, and relevant processes
Strong partner collaboration skills and experience
Excellent network with ability to engage and influence peers, delivery teams and decision-makers
Accepts change, focuses on opportunities for innovation and new ways of working
Excellent interpersonal skills.
Career Stage:
ManagerLondon Stock Exchange Group (LSEG) Information:
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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