At a Glance
- Tasks: Lead customer operations from onboarding to offboarding, ensuring a top-notch experience.
- Company: Join the London Stock Exchange Group, a global leader in financial markets.
- Benefits: Enjoy healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.
- Other info: Be part of a diverse team that values individuality and sustainability.
- Why this job: Make a real impact in a dynamic environment focused on innovation and excellence.
- Qualifications: Experience in customer operations and strong leadership skills required.
The predicted salary is between 60000 - 75000 € per year.
The Customer Operations Manager leads all aspects of the customer operational lifecycle - from onboarding through ongoing maintenance and eventual offboarding. The role ensures strong governance, operational accuracy, regulatory compliance, and high-quality customer experience across all customer processes. This role also provides operational leadership for the PTS Customer Support function, ensuring efficient and effective first-line support for all customer queries.
Key Responsibilities
- Onboarding
- Lead and coordinate the full onboarding lifecycle for new clients, ensuring all operational, documentation, KYC, static data, and fee-related tasks are completed accurately and on schedule.
- Partner with Sales, Product, Technology, and Compliance to deliver a streamlined onboarding experience.
- Continually improve onboarding workflows, reducing cycle times and improving customer experience.
- PTS Customer Support Oversight (First-Line Customer Support)
- Provide leadership and oversight of the PTS Customer Support team responsible for first-line customer assistance.
- Ensure customer queries, incidents, and service requests are triaged, resolved, or escalated promptly and accurately.
- Maintain high service standards and customer satisfaction through strong ticket management, root-cause analysis, and knowledge-base improvements.
- Work collaboratively with Operations, Product, and Engineering teams to address systemic issues and improve service quality.
- Offboarding & Client Lifecycle Management
- Manage the full offboarding process, ensuring data accuracy, service deactivation, regulatory compliance, and a controlled end-to-end process.
- Maintain clear procedures to ensure a consistent, risk-managed offboarding experience.
- Documentation Management
- Oversee the creation, collection, validation, and maintenance of all customer documentation.
- Ensure documentation complies with regulatory requirements and internal policies.
- Strengthen documentation governance and audit readiness.
- Fees, Billing & Modelling
- Manage operational processes for fee calculation, billing, and modelling.
- Ensure accuracy and transparency in billing outputs and pricing models.
- Collaborate with Finance on audits, reconciliations, and revenue assurance.
- KYC (Know Your Customer) & Compliance
- Coordinate KYC processes during onboarding and periodic reviews.
- Ensure alignment with evolving regulatory standards by partnering closely with Compliance and AML teams.
- Maintain robust controls to reduce operational and regulatory risk.
- Customer Static Data Management
- Ensure accuracy of all customer static data within internal systems.
- Strengthen data governance frameworks and control points to ensure consistent, high-quality data.
- Drive continuous improvement in data management processes.
- Controls, KPIs & Management Information (MI)
- Establish and maintain strong operational controls across onboarding, static data, billing, KYC, and customer support processes.
- Develop and track KPIs, SLA performance, dashboards, and MI reporting for internal leadership.
- Analyse performance results and implement corrective actions to mitigate risk and improve process efficiency.
- Leadership & Continuous Improvement
- Lead, coach, and develop both the Customer Operations and PTS Customer Support teams.
- Foster a culture of operational excellence, accountability, and customer-centricity.
- Identify opportunities to automate, streamline, and optimise processes across the customer lifecycle.
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.
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.
Senior Manager, PTS Customer Operations - London Stock Exchange Group employer: London Stock Exchange Group
At London Stock Exchange Group, we pride ourselves on being an exceptional employer that fosters a culture of innovation, integrity, and excellence. Our dynamic work environment in the heart of London not only encourages personal growth and development through tailored training and leadership opportunities but also promotes a strong commitment to sustainability and community engagement. With a diverse workforce and a range of benefits including healthcare, retirement planning, and paid volunteering days, we ensure that every employee feels valued and empowered to contribute meaningfully to our mission.
Contact Detail:
London Stock Exchange Group Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, PTS Customer Operations - London Stock Exchange Group
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those at LSEG. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research LSEG's values and recent projects. Show us how your experience aligns with their mission of driving financial stability and innovation.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your leadership style and how you can enhance customer operations at LSEG.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a thank-you email to express your appreciation. It’s a great way to remind them of your enthusiasm for the role and the company.
We think you need these skills to ace Senior Manager, PTS Customer Operations - London Stock Exchange Group
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Manager role. Highlight your experience in customer operations, onboarding, and compliance, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Leadership Skills:Since this role involves leading teams, don’t forget to mention your leadership experiences. Share examples of how you've coached or developed teams in the past. We love seeing candidates who can inspire and drive operational excellence!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to complex topics like KYC and compliance.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at London Stock Exchange Group
✨Know the Customer Operations Lifecycle
Familiarise yourself with the entire customer operational lifecycle, from onboarding to offboarding. Be ready to discuss how you can enhance each stage, especially in terms of governance and compliance, as these are crucial for the role.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership experience, particularly in managing teams and improving processes. Highlight any initiatives you've led that resulted in better customer support or operational efficiency.
✨Understand Regulatory Compliance
Brush up on relevant regulations and compliance standards related to customer operations. Be prepared to discuss how you’ve ensured compliance in previous roles and how you would approach it at the London Stock Exchange Group.
✨Emphasise Continuous Improvement
Think about specific instances where you've identified opportunities for process improvement. Be ready to share your ideas on how to streamline workflows and enhance the customer experience, aligning with the company's values of innovation and excellence.
