Team Leader - Billing Desk

• Handles L1 team responsible for managing billing queries received from customer / credit controllers / Sales
• Contributes to process and work improvements viz BPI, collaborative teams, and standard methodology sharing
• Operational management, remove waste and nonvalue add tasks, create capacity - Use FMEA, Value Stream, Deep Dives etc.
• QOR - Drive 95% Quality target on Quality of Response and Quality of Resolution with the team. Also lead automation of the review using Write Right
• Ensures data quality, completeness, timeliness and service metrics (MTTR) are met on Cases
• Handles team management activities, monitor performance, timely feedback, mentoring & coaching.
• Ensures all customer concern/issues are handled appropriately

• Continue people leader engagement, talent review, skill matrix reviews & Training Calendars
• Engage top talent in COE in COM Support and sitewide initiatives
• Support senior resources to enhance technical skills like SQL, RPA, Python, R, Power Platform etc. ITIL & PMP Certification for applicable talent

Qualifications & Experience

• Experience in Order to Cash / customer support functions with in-depth knowledge of technical field or specialism preferred
• Provides domain expertise across sub-units

 Technology

• Knowledge of Data Visualization Skills (Power BI)

 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
• Monitor and track, document and report Risk Events on a regular basis and relate to team's strategy to improve risk awareness and knowledge documentation

Process Improvements/ Operational Excellence

• Finds opportunities to improve efficiency while providing detailed transactions, services and products, handles monetary assets and other resources to optimise cost effectiveness.
• Understands overview of end-to-end workflow, including detailed processes, upstream and downstream impacts of current role, and the roles of different teams

 Change Management

• Uses a detailed approach to deal with change, transition or transformation of an organisation's goals, processes or technologies, implementing strategies for effecting behavioural and cultural change, controlling change and helping people to adapt to change

Reporting  

• Timely reporting of daily inflow, outstanding and closed Cases
• Build and handle dashboards for easy reporting using Power BI

Project Management

• Should be detailed with Project Management Principles
• Use ASANA, Gantt Charts to share regular updates with collaborators on key projects

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.