London Stock Exchange Group

Knowledge Expert within COM Support to drive service related improvements focusing on Incident Management, Drive MTTR for Cases and Incidents, Incident Reduction, Critical issue Management, Problem Management & RCA, document review, training and development, conduct

knowledge sharing sessions, Drive Quality improvement. Work towards bringing in operational efficiencies

Role Responsibilities & Key Accountabilities

• Represents COM Support in customer / partner interactions including face-to-face or virtual meetings with clients and facilitates communications between key operational groups on service impacting incidents
• Analyses trends of Turn Around Time performance, supports team to achieve defined metrics and handles pending service now incidents and salesforce cases to make sure all issues and queries are fixed in timely manner
• Solves sophisticated issues may involve interpreting the needs of the customer, resolving solution to the problem and assessing any downstream impact
• Spots trends and make recommendations for enhancing systems and procedures, standard process sharing
• Provides assistance and mentorship to new recruits and less experienced members.
• Monitors dashboards / reports and drives group discussions related to system enhancements, general policy / procedure maintenance
• Facilitates communication between key operations groups on incidents that impact services and acts as a main contact point for queries and critical issues
• Knowledge Expert for triaging system issues within workflows – Siebel / Genesis / CPQ and fixing known issues with knowledge and additional access
• Chips in to process and work improvements viz BPI, collaborative teams, and standard methodology sharing
• Operational management, remove waste and non-value 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 INCs
• Partner with SOS, TCS Partners, Corporate Technology to identify the gaps and find ways to streamline process to build efficiency along with improving knowledge of L1
• Ensures all customer concern/issues are handled appropriately
• Engage top talent in COE in COM Support and site-wide initiatives

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)

Change Management

• Uses a detailed approach to take care of 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 incidents
• Build and handle dashboards for easy reporting using Power BI

Service

• Incident Management
• Case MTTR Trending
• Incident Reduction
• Problem Management
• Root Cause Analysis

Project Management

• Should be able to handle Order Management Projects like Billing Accuracy, Incident Reduction, New Support Model Integration etc
• Actively participates in product migration, process change calls, chip in towards critical projects and seamlessly implement the changes within the team

Training & Development

• Work with Team Leads and Managers to implement Skills Matrix across the team
• Ensure training calendar are added basis the outcome of Skills Matrix to improve the knowledge base of the team
• Reinforce usage of QAS 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 while providing flawless 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

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.