The purpose of this role is to provide subject matter expertise, skills, and support with knowledge of the Service Cloud and/or Exchange-traded content. The person in this role should be customer-centric and should be very good in communication, both written and oral. The role will have to ensure that the service team delivers & exceeds required operational standards and supports business continuity whilst meeting customer requirements as agreed in overall customer service strategy.

The Exchange Traded Instruments Content Service Team works directly with priority ETI clients as well as LSEG Customer Support to resolve content queries.

The team operates 24*5 to support the ETI Content Production teams covering Global equity and derivative stock exchanges.

The role requires application of expert knowledge of ETI Content from a Customer (Financial Market, Product) and internal (Database(s), Workflow) perspective.

Essential Day-to-Day Responsibilities:

• Identify the gaps and train the respective team members to bridge the gap
• Have a thorough understanding of C2C standards and conduct audits from time to time and uphold those standards with the team
• Liaise with Content Analysts/Associate Content Analysts on various queries with varying degree of complexity and help them resolve it.
• Manage and take ownership of the resolution process for all customer related Escalations.
• Collaborate with the team and be the go to person in the team for complex queries
• Monitor various reports on service cloud to avoid potential ERT and timeliness breaches. Work with and involve cross functional teams to expedite client queries that are taking time to resolve
• Proactively identify content issues based on client queries received, escalate the same to relevant stakeholders and Fix the issues.
• Provide project assistance within the group for builds, cleanse and specific quality initiatives.
• Liaise with other SMAs in the SMA forum to seek efficiencies in work practices or achieve automation by identifying opportunities.
• Research new and review existing sources to ensure that quality, timeliness and completeness scores are improved.
• Train new members of staff; provide product and/or database training to staff members.
• Train existing members of staff to reduce dependency on production teams for some of the repeated queries
• Contribute to RCAs to be provided to the quality team
• Identify opportunities on simplification and automation of the processes.
• 'Ability to work in different/Rotational shifts is a must’.

Qualification:

*Educated to graduate level education with a degree in Computer Science/ Business/ Economics or Finance.

Required Skills:

• 2+ years’ experience within Refinitiv/LSEG or relevant industry experience
• Excellent PC skills and adept at managing content and technical issues.
• In-depth understanding of ETI Content processes and procedures is a must.
• Knowledge of Cross assets Content is desirable.
• Broad understanding of ETI Content on products, GEDA / NDA database and related internal workflows is required.
• Excellent time-keeping, ability to work to deadlines and manage under pressure is a must.
• Excellent communication skills, oral and written, including customer-focused behaviour and ethics.
• Precision, thoroughness, stakeholder management skills.
• Should have thorough knowledge of Advanced Excel
• Excellent problem-solving skills.
• Individual accountability and team ethic.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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

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