Senior Manager Service Excellence

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs.

It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in over 60 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.
** OUR PEOPLE:
** People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference.

Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning over 60 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.
** Role Overview
** We are seeking an experienced and forward-thinking Senior Manager to lead service excellence within people function. This pivotal role will drive the transformation of our colleague experience, ensuring alignment with our refreshed service promise. The successful candidate will champion a service-centric culture, implement service excellence strategies, and lead service quality monitoring and coaching initiatives to elevate standards across the organisation.
** Key Responsibilities
**** Service Excellence Strategy & Execution
*** Implement and embed service excellence strategies that enhance Net Promoter Score (NPS), customer satisfaction, and loyalty.
* Support Customer Service Officers and Service Coaches in consistently delivering service aligned with our refreshed promise.
** Service Quality Monitoring & Coaching
*** Conduct regular service audits and feedback reviews to identify gaps and improvement opportunities.
* Provide coaching, training, and guidance to frontline teams to reinforce service standards and behaviours.
* Promote a culture of continuous improvement and recognition of exceptional service.
** Data Analysis & Insights
*** Analyse service audit data to identify customer behaviour patterns, service trends, and systemic issues.
* Translate insights into actionable recommendations to improve service delivery and colleague experience.
** Cross-Functional Collaboration
*** Partner with
** COEs across the People function**,
** Country People Partners**,
** Business People Partners**, and other key partners to ensure service excellence initiatives are integrated and aligned with broader organisational goals.
* Facilitate collaboration across departments to embed service excellence into daily operations.
** Reporting & Governance
*** Prepare and present regular reports on service performance, trends, and outcomes.
* Track progress of service improvement initiatives and their impact on customer satisfaction and loyalty.
**…