Team Manager - Customer Support

Summary

Division, Business or Function

Operations, Data & Analytics

Career Stage / Global Grade

Senior Associate, Global Grade 12

Role Title

Team Manager, Tick History Customer Support

Role Purpose

Refinitiv Customer Support provides product, technical, and application support to customers worldwide. We aim to deliver fast, accurate help and a consistently positive customer experience.

As our global frontline support team, we help customers resolve data and product questions, troubleshoot technical issues, and get the most value from our solutions.

As Customer Support Team Manager, you partner with the Customer Support Manager to lead the day-to-day operation of Tick History Customer Support. You will manage and develop a team of support professionals, handle complex customer issues as a partner concern point, and step in on live contacts during peak periods. You’ll also stay close to customer and team feedback, using insights to improve processes, knowledge, and service quality.

Reports to

Manager, Tick History and News Specialist Support

Direct reports

Client Support/Senior Client Support/Senior Specialists

• Key relationships & committees

• Customers
• Customer Success / Sales & Account Management
• Financial Content teams
• Product Management
• Customer Support function
• Performance Enablement
• Learning & Development
• GSECC

• Location / flexible working

• Manila/Flexible to shifts

• Key Responsibilities

• Lead daily team operations, including workflow management, queue health, and real-time prioritization.
• Develop and lead a team of customer support professionals across a broad product set, proactively managing customer issues and serving as a partner concern point.
• Coach and support team members to deliver high-quality service aligned with global Customer Support standards.
• Track, report, and improve key performance measures for the Customer Support Centre (e.g., response times, backlog, and quality results).
• Increase first-contact resolution by identifying recurring issues, improving knowledge articles, and coaching effective troubleshooting.
• Model excellent customer interactions and step in to handle live contacts during peak periods as needed.
• Reduce backlog and aging by monitoring outstanding requests, removing blockers, and ensuring consistent adherence to agreed procedures.
• Contribute ideas and data-driven recommendations to the Customer Support leadership team to improve service delivery.
• Support hiring by participating in recruitment and selection aligned to the Customer Support Competency Framework.
• Complete monthly quality reviews and coaching commitments for your team in line with Quality guidelines.
• Manage performance fairly and consistently within the Customer Support Competency Framework, including quarterly check-ins, mid-year reviews, and annual reviews.
• Lead or deliver projects that improve customer experience, efficiency, and quality outcomes.
• Build a learning culture by sharing knowledge, encouraging continuous improvement, and supporting development plans.
• Champion learning initiatives across Customer Support, partnering with Learning & Development to upskill the team.

• Leadership responsibilities

• Accountable for results of team
• Responsible for team objectives, performance reviews, coaching and recruitment
• Team operating standards and critical procedures

• Critical Deliverables

• The critical deliverables of the role include:
• Customer service key outcomes e.g., Case resolution, Experience Pulse
• Knowledge creation
• People development e.g., skills, capability development, stretch initiatives
• Operational rigor e.g., resource planning, business process continuity
• Service model improvement e.g., continuous improvement, business investment opportunities
• Makes recommendations that may shape operational strategy
• Forecasts resource needs and handles allocated budget
• Sets goals with established business objectives; uses time and people effectively to meet business plans
• Identifies and resolves technical, operational, and organizational problems of a moderately complex nature.
• Adapts traditional approaches to enhance existing procedures to resolve issues.
• Decisions are guided by policies, procedures and business plan of sub-business unit or sub-function.

The role has an impact on:

• Handles professional or senior administrative employees
• Assigns and reviews work; drives and monitors performance and results
• Spends significant time developing a team that delivers results
• Solves complex problems and takes new perspectives using existing solutions.

• Key targets

• Market-Driven Metrics
• Customer Satisfaction measures e.g., Experience Pulse
• Case resolution (Customer Support performance framework)
• Value to Business

• Knowledge & skills

• People leader skills and experience, with consistent record of attracting, developing, and retaining talent
• Consultative, collaborative, with excellent written and oral communication skills
• Outcomes-focused; combines business, customer, and people-leader requirements in setting goals, developing team members, improving processes
• Excellent network with ability to engage and influence delivery teams and decision-makers
• Excellent organization skills

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.

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.