Manager, Service Excellence

ABOUT US: 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. OUR PEOPLE: 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 with meaningful careers. 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. 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 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. 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.