Senior Manager, PTS Customer Operations

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.

Benefits

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Equal Opportunity Statement

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.