- Location
- PHL-Taguig City-CitiPlaza, Philippines
- Type
- Full-time
- Department
- IT
- Seniority
- Lead
- Source
- Workday
Description
Role Purpose
As Team Manager, Real-Time & Platform Customer Support, you will lead a talented team that helps customers achieve maximum value from our products and services. You will create an environment where people can do their best work, grow their careers, and deliver outstanding customer outcomes.
You will combine people leadership, operational excellence, and customer advocacy to build a high-performing, inclusive team. Working closely with Product, Engineering, Customer Success, Sales, and Content partners, you will help shape exceptional service experiences, drive continuous improvement, and influence strategic business outcomes.
Key Responsibilities
- Inspire, coach, and develop a team of customer support professionals, creating a culture of collaboration, inclusion, accountability, and continuous learning.
- Guide your team in delivering exceptional customer experiences through timely, accurate, and solution-focused support.
- Lead the resolution of sophisticated customer challenges and serve as a partner concern point for high-impact issues.
- Use customer insights, operational metrics, and performance data to find opportunities, improve processes, and drive important outcomes.
- Partner with cross-functional stakeholders to strengthen products, services, and customer journeys.
- Create development opportunities that help team members build new skills, expand capabilities, and achieve career goals.
- Lead workforce planning activities to ensure the team is positioned to meet customer and business needs.
- Foster a culture of knowledge sharing, innovation, and continuous improvement.
- Drive operational excellence by improving efficiency, quality, consistency, and scalability across support processes.
- Champion change initiatives and help teams successfully adopt new tools, technologies, and ways of working.
What Success Looks Like
In this role, you will:
- Build an engaged, inclusive, and high-performing team where people feel valued, supported, and empowered to succeed.
- Consistently improve customer satisfaction, loyalty, and overall service experience.
- Deliver faster and higher-quality issue resolution while reducing customer effort.
- Develop future leaders and create meaningful growth opportunities across the team.
- Use data-driven insights to improve operational performance and business outcomes.
- Strengthen partnerships across functions to tackle problems and delivers flawlesss customer experience.
- Enable a culture of continuous improvement that drives measurable impact for customers and the business.
Required Qualifications
We're interested in people who bring a combination of leadership experience, customer focus, and a passion for developing others. If you meet many of the qualifications below, we encourage you to apply.
- Experience leading customer support, service delivery, operations, or customer-facing teams.
- Proven success in coaching, developing, and inspiring high-performing teams.
- Strong communication and relationship-building skills, with the ability to influence partners at all levels.
- Ability to analyze information, identify trends, and translate insights into meaningful action.
- Experience handling multiple priorities in a fast-paced and evolving environment.
- A collaborative mindset and a commitment to creating inclusive team environments where everyone can thrive.
Preferred Qualifications
- Experience supporting financial markets, market data, enterprise platforms, SaaS products, or technology solutions.
- Familiarity with customer experience metrics, operational performance frameworks, and workforce management practices.
- Experience leading process improvement, transformation, or change management initiatives.
- Understanding of customer success principles and customer lifecycle management.
Leadership Behaviors
Successful leaders in this role:
- Create an environment where every team member feels respected, included, and able to contribute.
- Lead with authenticity, empathy, and accountability.
- Encourage diverse perspectives and reward curiosity, innovation, and continuous learning.
- Build strong partnerships and work collaboratively to achieve shared goals.
- Make informed decisions using data, insights, and customer feedback.
- Inspire teams through clear communication, transparency, and a shared sense of purpose.
- Empower people to take ownership, tackle problems, and grow their careers.
Career Stage:
Senior AssociateLondon 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.
