Position Summary Customer Support provides product, technical and application support for LSEG customers globally. With customer service recognized as a key differentiator between vendors across all industries, the team strives to deliver a high-performance, cost-effective service whilst providing customers with a memorable, positive experience. The Team Manager is responsible for the day-to-day management of team supporting customers of LSEG offerings in Asian languages; specifically, Indonesian & Malaysian Bahasa, Thai, Vietnamese and Korean. This role is people manager role with hands-on operational duties in case of critical issues and includes leading a group of Support analysts and specialists. A key requirement of the role is to take a proactive approach to maintaining knowledge and skills and to staying on top of what both customers and staff are experiencing. This is an amazing opportunity for someone with passion for leadership role and enjoys meeting meaningful business goals in the customer support. Role Responsibilities Lead a team of analysts/specialists supporting the LSEG offerings in Asian languages (specified above), to proactively respond and handle customer queries and communication ensuring that resolution is provided on a timely manner. Hire and subsequently mentor, coach and evaluate performance of staff to deliver outstanding customer service in line with global customer support guidelines. Provide mentorship and support in their team's personal development. Optimally drive performance to ensure business objectives and key performance parameters are met. Work with the team to reduce the volume and time of outstanding cases and ensure they understand and are adhering to procedures. Proactively supply ideas or actions to improve efficiencies in the process and/or to improve customer experience. Serve as the champion of key initiatives set by the Customer Support organization. Recruitment and selection of staff with right proficiencies to meet the challenge. Participate in the performance management and review process facilitating the quarterly, mid-year and annual review process. Build a Learning customer environment by supporting continuous development of self and direct reports and champion learning initiatives. An individual with customer centric approach with passion for people leadership and performance excellence. Qualifications And Experience Required University degree. Extensive knowledge of customers, products, business, and service drivers. Excellent communication skills are a must - verbal and written in English and in one of the other Asian languages would be an advantage. Experience in managing a team of 8 to 12 members will be an advantage. Experience in hiring talent, specifically in customer support function will be an advantage. Ability to engage with a range of partners, including senior managers. Hardworking to undertake additional projects and responsibilities from time to time. Strong planning and interpersonal skills. Flexibility with work times and dedication to the effectiveness of the team. Competent in mentor skills to help the team become successful, to deliver greater business results, and to champion talent development. This is a leadership role for customers in Malaysia, Indonesia, Korea, Thailand and Vietnam, good English language communication is a must. 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. Show more Show less