Senior Manager – Customer Support, Risk Screening

LSEG Customer Support provides product, technical and application support to clients globally. With customer service recognized as a key differentiator across all industries, the team is committed to providing a high-performance, cost-effective service that consistently delivers a memorable and positive customer experience.

The Senior Manager for Risk Screening Customer Support is a senior leadership role responsible for leading a team of Team Managers, Specialists and Analysts delivering global support for Risk Intelligence clients, specifically within the Screening sub-business. The role holds end-to-end accountability for service delivery, operational performance and quality of support across the client lifecycle.

The position requires close collaboration with a broad range of global stakeholders, including Proposition, Sales and Account Management, Product Management, Technology, and Operations. The Senior Manager is responsible for driving operational excellence, embedding strong governance, and fostering behavioral excellence through rigorous process and quality adherence. A core focus of the role is also to inspire high levels of employee engagement and to develop, grow, and flow talent across LSEG.

Responsibilities:

• Deliver against service targets, acting as a champion for innovation and actively leading change management initiatives across people, process and technology
• Provide critical leadership during major service incidents and outages, ensuring effective communication, escalation, and resolution
• Identify and drive continuous improvement opportunities to optimize resource utilization, increase customer satisfaction, and align global support capability with evolving business priorities
• Provide leadership and direction in the resolution of complex operational issues, often requiring multi‑disciplinary collaboration
• Shape and lead strategic initiatives that embed operational excellence, enabling sustained performance and the consistent delivery of customer service outcomes
• Build and maintain strong relationships with stakeholders to understand client priorities, influence outcomes, and deliver aligned solutions
• Develop team members, provide coaching, training and mentoring as required as well as identify development areas
• Lead the design and ongoing evolution of reward and recognition frameworks to drive engagement, performance, and growth
• Translate business strategy into product‑led, executable plans, and drive cross‑functional delivery to ensure strategic initiatives are delivered on time, within scope, and with clear client value and impact

Qualifications:

• Strong leadership abilities and behaviors including accountability, collaboration and partnership, talent development, effective interpersonal skills
• Experience in financial markets and operations expertise, with shown success in customer service operations
• At least 5 years of people leadership experience with proven track record of attracting, developing and retaining talent
• Experience with delivering groundbreaking changes in a customer service setting
• Ability to strategize the delivery and implementation of cases
• Ability to prioritize tasks in a high-pressure environment
• Ability to effectively communicate and present to senior leaders