At a Glance
- Tasks: Lead client success strategy and ensure exceptional support for regulatory reporting solutions.
- Company: Join a leading financial services firm focused on operational excellence.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Collaborative culture with opportunities to influence strategic decisions.
- Why this job: Make a real impact by enhancing client relationships and driving measurable outcomes.
- Qualifications: 7+ years in customer success or regulatory operations; strong leadership and analytical skills.
The predicted salary is between 70000 - 90000 £ per year.
Requirements
- 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)
- Proven 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 mindset with experience using CRM and client success tools (e.g., Salesforce, Gainsight)
- (Desirable) Degree in Finance, Economics, Business, or a related field
- (Desirable) Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR
- (Desirable) Experience developing and executing communication strategies in a regulated environment
- (Desirable) Familiarity with reporting platforms, trade repositories, and RegTech solutions
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
What the job involves
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.
- Define and execute 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
- 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 identify 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
- Managing conflict and escalations with empathy and effectiveness
- Develop and monitor client KPIs 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
- Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys
- Communicate customer needs, pain points, and opportunities to senior leadership and product teams to inform strategic decisions
- Drive continuous improvement initiatives based on customer insights and satisfaction trends
- Ensure all client interactions and processes comply 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
Senior Manager of Client Management (Regulatory Reporting) employer: London Stock Exchange
As a leading player in the financial services sector, our company offers an exceptional work environment that prioritises client success and operational excellence. With a strong focus on employee growth, we provide ample opportunities for professional development and leadership training, fostering a collaborative culture where innovation thrives. Located in a dynamic market, we empower our team to drive impactful solutions while ensuring a supportive atmosphere that values resilience and strategic thinking.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager of Client Management (Regulatory Reporting)
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about regulatory reporting. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Show off your expertise! When you get the chance to meet potential employers, whether at events or online, don’t hold back on discussing your experience with regulatory frameworks like EMIR and MiFIR. It’ll set you apart as a knowledgeable candidate.
✨Tip Number 3
Be proactive! If you see a company you’re keen on, don’t wait for them to post a job. Reach out directly through our website, express your interest, and highlight how your skills in client management can add value to their team.
✨Tip Number 4
Prepare for interviews by practising your storytelling! Be ready to share specific examples of how you’ve improved customer experiences or driven outcomes in previous roles. This will showcase your analytical mindset and client-centric approach.
We think you need these skills to ace Senior Manager of Client Management (Regulatory Reporting)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in customer success and regulatory operations, and don’t forget to mention any relevant regulatory reporting regimes you’re familiar with. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for the Senior Manager of Client Management role. Share specific examples of how you've improved customer experiences or led teams in the past. We love a good story that showcases your skills!
Showcase Your Leadership Skills:Since this role involves leading a team, make sure to highlight your leadership experience. Talk about how you’ve inspired and scaled teams in previous roles. We’re looking for someone who can foster a high-performance culture, so let us know how you’ve done that before!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at London Stock Exchange
✨Know Your Regulations
Make sure you brush up on the key regulatory reporting regimes like EMIR, MiFIR, and others mentioned in the job description. Being able to discuss these confidently will show that you understand the landscape and can navigate it effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've inspired and scaled teams in previous roles. Think about specific situations where your leadership made a difference, especially in high-pressure environments. This will demonstrate your ability to lead and manage client success effectively.
✨Client-Centric Mindset
Be ready to discuss how you've put clients at the centre of your decision-making in past roles. Share stories that highlight your relationship management skills and how you've improved customer experiences, as this aligns perfectly with the role's focus.
✨Data-Driven Decisions
Since the role requires a data-driven mindset, come prepared with examples of how you've used data to inform decisions and improve performance. Familiarity with tools like Salesforce or Gainsight will be a plus, so mention any relevant experience you have with these platforms.
