Senior Manager - PRS Customer Support

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The Datascope Support team is a highly functioning global team within the Pricing & Reference Service community. As the Senior Manager of the global support team, you'll lead all aspects of a group that is committed to industry-leading service. The team is comprised of managers & individuals that have experience in the PRS content, customer service skills, self-motivation, and accept the challenge and responsibility of solving some of the most sophisticated inquiries. This position will lead other People leaders and collaborates with leaders from Product Management, Technology Content Operations, and other areas to coordinate the successful strategy, adoption, retention and growth of our business

Key responsibilities include:

• Lead a team of customer support managers, driving excellence & efficiency in the delivery of key performance metrics.
• Mentor staff to deliver outstanding customer service in accordance with global customer support guidelines.
• Leads or facilitates the resolution of complicated issues or escalations, working in partnership with other functions
• Represent Datascope support with all level of stakeholders across Sales & Account   Management, Technology, Product Management, and Operations
• Recruitment and development of staff.
• Manage performance proactively and mentor within the Customer Support Proficiency Framework, participating in the performance management and review process, including quarterly, mid-year, and annual reviews.
• Deliver key projects targeted at improving the efficiency and processes of Datascope support teams
• Foster a learning culture by sharing knowledge and fostering learning initiatives.

Desired Knowledge and Skills:

REQUIREMENTS:

• Proven experience in Customer Support, gained in the corporate, multinational environment
• Demonstrated ability as a People Leader with proven record of attracting, developing, and retaining talent
• Deep understanding of the PRS business, products, and relevant processes
• Strong partner collaboration skills and experience
• Excellent network with ability to engage and influence peers, delivery teams and decision-makers
• Accepts change, focuses on opportunities for innovation and new ways of working
• Excellent interpersonal skills.

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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