Capability Manager, Business Process Excellence

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Job Profile Summary:

Capability Manager / WST lead drives the delivery of the Global Operating Strategy to implement tools, processes and working practices leading on large complex projects across all phases of project lifecycle and roadmap and develop new opportunities on business justification, thought leadership, process excellence and for the Group by embracing best in class tools / methodologies. Provides a balance between utilization (around 70%) on core projects and remaining (around 30%) on supporting business-as-usual by providing experienced advice, consultation and run the roadmap of the projects aligned to customer operations.

Role Responsibilities & Key Accountabilities:

• Spearhead planning and execution of complex projects/business case supported by Customer Operations for the aligned workstream.
• Supports planning, prioritization and implementation of the capabilities through roadmap and drives new and ongoing project and priorities by applying appropriate governance and knowledge.
• Partners closely with Technology, Customer Operations to deliver business outcomes working on solution design, approach and implementation
• Keeps the user and stakeholder aware of relevant changes/improvements and have effective communication on the progress
• Serves as subject matter expert for all issues, queries and improvement requests impacting the workstream in Customer Operations space and drive advisory and consultation services to facilitate decision making.
• Suggests process improvement following investigative, analytic or diagnostic services and provides process-related training and support on existing and new processes for the aligned workstream.
• Supports other major change programs and projects across customer operations linked to the workstream in a way that adds clarity and value.
• Supports business-as-usual across the group and cross-train, coach and mentor the project team members and peers where required.

Skills & Proficiency Required:

• Solid understanding of systems and tooling platforms aligned to Service Cloud.
• Has played a key role in supporting strategic or major business process improvement initiatives in Customer Operations
• Experience in system requirements review, prioritization, management, implementation and UAT support
• Passionate about delivering outstanding customer service
• Experience in Project Management & tools.
• Experience in Solution design and implementation of complex features.
• Roadmap planning and execution.
• Consulting and Recommendation of core features
• Experience in designing and embedding improvements in complex workstreams
• Experience with system analysis and improvement/enhancement
• Experienced in driving initiatives which requires partnerships and negotiation skills
• Proven problem-solving approach and ability to think creatively as well as logically.
• Self-motivated. Works well under pressure
• Feeling comfortable when making pitches to senior management representatives to drive decision making.
• Experience in mentoring and training 

Qualifications & Experience:

• Significant previous experience either in process improvement or operations roles​
• Stakeholder management experience​.

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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

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

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.

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