The Director of Quality, Service and Metrics will be a leadership role within the risk content operations team passionate about redefining our quality control and assurance function to better suit business and customer needs. Working closely with our customer success managers, proposition and product teams look at developing and setting key performance indicators that support the growth of our business based on customer and market needs. Focusing on timeliness, completeness, and accuracy, measures will be implemented with targets for the regional operational leads and reported to the business monthly. In addition to this, the role will also be responsible in defining global standard metrics around service responsiveness including the DSARs process.
This role will require an excellent communicator who is able to build positive relationships with customers, sales and support, proposition, product as well as operational peers.
Key Responsibilities & Accountabilities
Lead all aspects of and transform quality function
Develop and set service and quality to metrics with agreed targets from the business for RCO as a whole.
Handles senior customer interactions and establishes links as a result of service customer concerns.
Leads the collaboration with Proposition, Data Strategy, and Product to deliver a flawless customer experience.
Work closely with front line desk to analyse customer queries and prioritize areas of focus for RCO in conjunction with RCO Leadership team
Improves productivity by reducing waste and increasing automation
Understands and owns the function that could impact our customers, business and employees.
Provides performance management, coaching, training and development for the teams
Is responsible for the DSAR process and function
Owns and drives cross functional initiatives or horizontal initiatives to improve collaboration and efficiency.
Key Skills
Understands the Risk Intelligence space including screening, third-party risk and due diligence concepts and demonstrates hands-on knowledge of the organisation's industry and risks associated.
Communicates with clarity and precision, presenting sophisticated / technical information in a concise format that is audience appropriate
Uses qualities and actions that focus on helping individuals improve performance by using probing questions to guide others toward improvement and learning through teamwork, positive leadership and strengths
Extensive content knowledge and expertise that demonstrates understanding across multiple data sets and systems, risk content and related supplier to customer to end workflow.
Demonstrates knowledge of customer's organization structure, business strategy and challenges, product/service offerings, and industry.
Leads cross functional teams to consensus on complex issues.
Builds trusting relationships with internal and external stakeholders to understand their drivers and negotiate positive outcomes.
Leads and manages people, holding responsibility for motivation, attraction, retention and performance management.
Sees opportunities to improve efficiency while providing perfect services and products, manages monetary assets and other resources to optimise cost efficiency.
Investigates information systematically, asks inquisitive questions, and studies materials and sources to reach new conclusions and / or build new ideas, methods, or solutions.
Establishes business continuity within processes to maintain crucial functioning at all times.
Develops a broad, big-picture view and organization's mission to innovate through analysis of issues and trends and how these link to responsibilities, capabilities and potential of the organisation.
Ensures a clear process of planning, organizing, controlling and supervising financial resources in order to achieve organisational goals and objectives.
Key Behaviours:
Ability to work collaboratively in partnership internally and externally
Highly organised
Strong delivery focus, particularly in sophisticated environments
Excellent written and verbal communication.
Strong leadership skills
Ability to build and implement strategies
Strong problem-solving skills
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 anyones 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.
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