VEDaaS Service Managernew

WHY IS THIS JOB IMPORTANT?

The Client Services are often referred to as the “Face of VEDaaS” (VEDaaS is former AVOX data) as we are the first point of contact between VEDaaS and its clients.  We are essentially project managers for each Client, and we oversee and manage the project throughout its lifecycle. Each Client Services Manager will manage a portfolio of clients, which can include banks and financial institutions, around the world, and will act as the main point of contact between VEDaaS and the Clients.  We are a client facing team, which means we need excellent customer service skills.

 

SOME OF DAILY TASKS YOU WILL PERFORM:

• Proactively manage the day to day relationship and project delivery across a portfolio of clients

• Provide subject matter expertise (“SME”) support to Sales and prospective clients during Presales, Sales stages as well as internal stakeholders

• Onboard new VEDaaS Clients according to the terms and services outlined in their contracts and service level agreements

• First line of contact and relationship management, ensuring client service excellence that exceeds expectations

• Answering VEDaaS client queries through multiple channels including email, telephone and online ticketing systems

• Coordinate and manage client deliveries with Production Team Leaders and changes in client business requirements with Change, Product and IT

• Direct Presales work (POC) in conjunction with Business Solutions where applicable

• Identify and report non-BAU client activity to Business Solutions and subsequently provide SME support to see request through to delivery

• Ensure regular MI, KPIs and Review Packs are produced, made available for client review and presented if required

• Proactively conduct regular checkpoint meetings and client reviews, both on (video) conference calls and face to face.

• Reviewing and responding to client feedback

• Ensuring adherence to ISO 27001 information security when communicating with external clients.

• Conduct Business As Usual tasks as and when required

• Maintaining client metrics and statistics with the update of invoice numbers to be passed to the VEDaaS Finance Department

 

WHAT DO YOU NEED TO BRING?

Skills require the ability to:

• In-depth and demonstrable understanding of the VEDaaS data model and processes employed from both VEDaaS and client points of view

• Strong relationship management skills

•Experience in client facing role

• Understanding of both Business and IT architecture

• Expectation management of both internal and external stakeholders

• Excellent time management, forward planning and organisational skills

• Conveys written and verbal communication clearly and concisely

• Excellent computer skills including MS Word and in particular MS Excel (including the ability to utilise or learn formulae)

• Detailed knowledge of production processes and procedures

• Self-motivated with excellent organisational and time management skills

•Flexible and problem solving orientated

•Strong attention to detail

• Exceptional forward planning skills with the ability to prioritise tasks according to existing workload

• Ability to work unsupervised, using own initiative as well as being a team player

• Professional in attitude and appearance

 

 

DESIRED SKILLS:

• General understanding of Financial Data

• General understanding of software release cycle

• SQL knowledge

• Requirements writing skills

• Strong writing skills including client facing documents.

• Customer-facing experience an advantage

 

TEAMS TO COLLABORATE.

Content/Data Management Team

Operations Team

Service and Quality Team

Content Technology Team

SAM Colleagues & CSM Teams

Product Management & Proposition

 

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any 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.

 

Career Stage:

Senior Associate

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.