Senior Manager, Client Management - Regulatory Reporting - London Stock Exchange Group

Role profile:

Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions & regulatory reporting). Reporting to the Head of Operations of LSEG Regulatory Reporting Solutions, the Senior Manager of Customer Success is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive exceptional support, achieving high client satisfaction, client retention whilst delivering best in class account management and operational excellence. The role also plays a key part in delivering the LSEG's Product Led, Client Centric strategy.

Leadership & Strategy

• Define and implement the customer success strategy aligned with business goals and strategy.
• Actively engage with Sales and key stakeholders across the business, to understand client and market dynamics, translating insights into actionable objectives.
• Drive a customer success culture through Operations and the wider organisation.
• Provide hands on leadership and coaching fostering a high-performance culture.
• Drive a culture of client-centricity, accountability, and continuous improvement.

Client Engagement & Retention

• Build and maintain strong relationships with key clients, including C-level and senior stakeholders.
• Develop and maintain tailored Customer Success Plans based on direct interactions, usage data, and client feedback.
• Proactively find opportunities to expand product usage and deepen client engagement.
• Improve advocacy by demonstrating value, building trust, and aligning solutions with client objectives.
• Ensure customer plans are regularly reviewed and updated to reflect evolving needs and priorities.
• Handling conflict and escalations with empathy and effectiveness.

Operational Excellence

• Develop and monitor client critical metrics such as client retention, client satisfaction, SLA adherence, issue resolution time, and defect resolution.
• Collaborate with Product, Compliance, and Technology teams to ensure client feedback informs roadmap and service enhancements.
• Oversee the implementation of tools and processes to scale client success operations effectively.
• Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements.

Voice of the Customer

• Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys.
• Communicate customer needs, difficulties, and opportunities to senior leadership and product teams to inform strategic decisions.
• Drive continuous improvement initiatives based on customer insights and satisfaction trends.

Regulatory & Operational Risk Management

• Ensure all client interactions and processes align with internal and regulatory frameworks.
• Ensure robust control oversight and governance across all customer success activities.
• Monitor adherence to internal policies and regulatory requirements, escalating risks where appropriate.

Required Skills & Experience

• 7+ years in customer success, client services, or regulatory operations within financial services.
• Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR, SFTR, ASIC, CFTC, SEC).
• Leadership experience with the ability to inspire and scale teams.
• Strong client relationship management and stakeholder engagement skills.
• Familiarity with reporting platforms, trade repositories, and regulatory technology (RegTech) solutions.
• Demonstrated success in improving customer experience and driving measurable outcomes.
• Data-driven mentality with experience using CRM and client success tools (e.g., Salesforce, Gainsight).

Desirable Qualifications

• Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR.
• Experience developing and executing communication strategies in a regulated environment.
• Familiarity with reporting platforms, trade repositories, and RegTech solutions.

Personal attributes:

• Client-Centric: Always puts the client's needs and outcomes at the centre of decision-making.
• Strategic Thinker: Able to see the big picture while managing the details.
• Resilient & Calm Under Pressure: Maintains composure in high-stakes or regulatory-driven environments.
• Collaborative Leader: Builds strong cross-functional relationships and fosters team cohesion.
• Excellent Communicator: Clear, concise, and confident in both written and verbal communication.
• Analytical & Insight-Driven: Uses data to inform decisions and continuously improve performance.
• Proactive & Accountable: Takes ownership and drives initiatives forward with minimal oversight.

Career Stage: Manager

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.