COO - FX, Markets

Reporting into the Head of FX (Markets) the Chief Operating Officer (COO) FX (Markets) will be responsible for overseeing the daily operations, execution of strategic plans, and efficient and effective functioning of the FX business. The incumbent will have demonstrated leadership across businesses requiring a deep understanding of risk and operations management, client support, technology infrastructure, regulatory compliance, financial management and strategic planning. The COO will work closely with the Head of FX and their leadership team to manage and scale the business, optimise platform performance, and ensure customer satisfaction.

This role will be instrumental in embedding a "one team" product-led approach for the division, and improving how we work so that we can more nimbly adapt to tomorrow’s customer needs., * Business Operations: Oversee the daily operations of FX, striving for reliability, high performance, and resiliency. Co-ordinate the efforts of the IT development and FX Operations teams to manage the overall infrastructure of the business. Ensure that customer service and support functions are optimized to provide timely and effective resolutions to client issues. Oversee operational metrics and key performance indicators (KPIs), providing regular reports to the Head of FX (Markets) on performance and operational health.

• Customer Experience and Satisfaction: Be responsible for evolving existing structure and processes such that FX delivers an exceptional user experience, including seamless onboarding, quick execution, and strong customer support. Work with appropriate stakeholders to drive initiatives to enhance the client experience, reduce friction points, and implement user feedback in improving platform functionality. Ensure customer concerns are managed proactively and that all aspects of the business adopt a customer-considered approach.

• Business Management, Oversight and Information:

• Ensure appropriate group and internal engagement is owned by the FX functions such that FX is a partner to other business lines and divisions

• Work with the Head of FX and HR to define and create the desired FX culture through an inclusive, energetic and results focussed environment. Ensure all people in the FX business are valued, supported and appropriately challenged to grow the business and their careers. As part of this place a strong focus on the development of the graduate intake from arrival through to final placement and beyond.

• Manage the relationship with Marketing to effect strong, clear and motivational communication of the agreed business strategy and results, both internally and externally such that the FX business is recognised and a place in which people are proud to work. As part of this work with the Head of FX to clarify the FX brand.

• To support the desired quality of service, work with the appropriate members of the FX Leadership team and their directs to create effective service oversight, aligning this with the Governance Oversight established by the Head of Risk and Regulation.

• Provide impartial, data-based metrics for the business as agreed with the leadership team, considering revenues, costs, volumes, client feedback and projects.

• Financial Oversight: Oversee the budgeting, forecasting, and operational expenditure of the business. Determine both methodology and relevance of allocation drivers reviewing these frequently and pursue cost-effective solutions across all areas of FX while maintaining high levels of service delivery.

• Strategic Planning and Execution: Collaborate with the Head of FX (Markets) and the Leadership Team to develop, implement, and execute the FX strategy and vision, considering the perspectives of clients, regulators and the mission and goals of the Group. As part of that implement a monitoring program for their governance, tracking and reporting.

• Business Growth: Support FX (Markets) growth into new products and markets by ensuring operational and support readiness, and compliance with local regulations. Define the customer end to end journey and promulgate this to ensure growth does not impact the client experience.

• Business Enablement

• Product Information / Client Materials, Learning and Development

• CRM Toolset (Salesforce)

• Growth Campaigns

• Revenue Enablement

• Client Training

As COO drive the operating rhythm for Markets FX, exemplified through:

• Process Excellence: enhancing internal and external processes, to drive revenue growth, client satisfaction and to optimise resource utilisation

• Stakeholder management: building and maintaining trusting relationships with internal and external stakeholders to understand their drivers and negotiate positive outcomes .

• Negotiation and influence: Communicating effectively – with clarity, precision and influence – to lead critical discussion that achieves agreement and creates outcomes, affecting the actions, behaviours, or opinions of others.

• Decision making: Selecting between two or more alternatives proficiently by gathering information to reach the best outcome in the shortest amount of time; and

• Being a Cultural role model – exemplifying the values and risk culture that are the hallmark of LSEG, and guiding others in the business to do similarly.

• 15+ years senior professional experience, preferably in the financial services industry with a deep understanding of transactional client businesses within complex global institutions

• A multi-disciplinary background spanning much of pre and post trade markets, trading platforms, risk, operational and commercial leadership, with direct experience managing global lines of business

• Strong understanding of technology platforms, Risk products, sales and marketing methodologies, and regulatory landscape in Risk markets.

• Experience transforming large teams and leading change programmes fostering a culture of innovation and collaboration.

• Demonstrated impact and excellent track record of results on improving customer experience, quality of services, internal simplification, and speed to market

• Exceptional capabilities to manage within a matrixed organization, to implement and effect high standards of Governance, and to act as counsel and advisor to peers