Manager, Service Excellence

People Function Manager

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in over 60 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning over 60 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential.

What You'll Be Doing

• Manage and own the entire People Function's knowledge base, drafting & updating knowledge articles and advising stakeholders on best practices.

• Implement the content strategy across the People Function and proactively lead content-related projects and audits.

• Lead the enhancement & implementation of the People Function's chatbot across the business.

• Continuously identify service and HRIS improvement opportunities, working with the development team to test and implement enhancements.

• Develop and deploy quality frameworks across the People Services teams to ensure error-free service delivery and great customer experience.

• Lead service excellence projects based on priorities of the People Function and company.

• Establish lean ways of working across the People Service teams, building lean & excellence capability in the teams.

• Analyse HRIS case management and metrics to determine the root cause of issues/escalations, monitor trends, and spot opportunities for improvement.

• Showcase the People Services & Solution team across the People Function, raising awareness of current projects and colleague stories.

• Improve virtual agent (chat bots) and Live agent support to improve case resolution and deflect ticket creation in ServiceNow

What You'll Bring

• Strong written and/or verbal communication in English, with accommodations available as needed

• Content/knowledge management experience.

• Previous stakeholder management experience and strong communication skills.

• Experience in project management and consulting.

• Knowledge on lean and six sigma is a plus

• Proficiency in Microsoft Office.

• Previous experience of working with HR online portals such as ServiceNow.

• Strong organizational and planning skills with the ability to manage multiple responsibilities in a structured and adaptive way.

• Able to take initiative and work both independently and collaboratively, with support where needed

• Service excellence & improvement mindset and approach, continuously looking for enhancements and improvements.

Inclusivity Statement

• We are committed to creating an inclusive environment where all employees feel valued and respected. We welcome applications from individuals with disabilities and will provide reasonable accommodations to ensure equal opportunities for all candidates.

• If you require any accommodations during the application process or while performing the job, please let us know, and we will work with you to meet your needs.

• We encourage individuals from diverse backgrounds to apply, including those with disabilities, as we believe that a diverse workforce leads to innovation and better decision-making.