Service Lead - Order Management

LSEG is one of the world’s leading providers of financial markets infrastructure and delivers financial data, analytics, news and index products to more than 40,000 customers in over 170 countries.

We help organisations fund innovation, handle risk and build jobs by partnering with customers at every point in the trade lifecycle: from informing their pre-trade decisions and completing trades to raising capital, clearing and optimisation.

The Service Lead role would be an individual contributor role looking after day to day operations with in Order Management specifically to improve MTTR (Mean time to resolution), CVR (Case Volume Reduction), IR (Incident Reduction), Implementing change procedures via Change Advisory Board (CAB) etc

Role Responsibilities & Key Accountabilities:

• Service Improvement & Problem Management

  • Lead Incident Management for Order Management group

  • Assess trends and build roadmap for MTTR and case volume reduction

  • Lead customer concerns to closure by collaborating with L1/L2/L3 teams (Problem Management)

  • Weekly Service Forum to drive fixing of system issues faster by regular monitoring of aged Incidents across support

  • Assessing trends to build roadmap for Incident Reduction (Siebel, SAP, CPQ, SFDC)

• Project Management

  • Should be able to lead Order Management Projects like Billing Accuracy, Incident Reduction, New Support Model Integration etc

  • Actively participates in product migration and process change calls to get results

• Stake-holder Management

  • Use ASANA, Gantt Charts to share regular updates with stake-holders on key projects

  • Ensure Biweekly/Monthly reports are out with trending around incidents and brought up cases

• Training & Development

  • Reinforce usage of QAS (Question Answer Service) and Write Right with in the team to reduce Turn Around of Incidents and cases

  • Come up with E-Learnings, Simulations wherever needed to support the team

• Process Improvements/ Operational Excellence

  • Finds opportunities to improve efficiency with in the group

  • Understands overview of end-to-end workflow, including detailed processes, upstream and downstream impacts to drive waste removal with in processes

• Change-Management

  • Lead and Implement CAB

  • Create and embed change templates

  • Lead change communication

• Risk Management related activities

  • Uses appropriate methodologies, tools and techniques to identify and evaluate the organisation's risk exposure, mitigating and handling against unacceptable risks

Qualifications & Experience:
- Previous experience in Order to Cash / customer support functions with in-depth knowledge of technical field or specialism
- Provides domain expertise across sub-units

- Knowledge of Power BI and Python is a plus

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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