Business Escalation Manager – Trading Systems

Job title: Business Escalation Manager – Trading Systems

Company: London Stock Exchange Group


Job description: Service Escalation is a Shared Service that supports customers and internal stakeholders during scheduled events and escalated disruptions to our normal service. We work closely with Technology, Operations, and Sales & Account Management to provide consistent escalation management response, quality service communications, and framework governance to our customers and internal stakeholders. Within Service Escalation, Client Incident Response & Escalation (CIRE) is a functional team that provides a single point of reference for any service issues or escalations. It operates within a common Incident Management framework to provide a consistent response to critical incidents and drive cooperation between resolver teams to deliver customer outcomes.As a Business Escalation Manager for Trading Support Systems within the Client Incident Response & Escalation (CIRE) team, the successful candidate for this role will be responsible in driving customer outcomes on major incidents and escalations, including ensuring a prompt & meaningful customer communication is achieved. You will lead business critical incidents upon invocation until through resolution whilst also taking part in post incident reviews to create opportunities that adds value to the business.In turn, you will learn the complexities of the Incident Management framework across the different parts of the business while playing a critical role in delivering Escalation Management as a Service Capabilityof LSEG.Responsibilities:

• Serve as a primary coordinator for Operation Team action and requirements for Trading Systems originated outages and wider issues
• Effective management of Trading Support Service Escalations end to end working with other Business Escalation Managers and Specialists
• Work closely with Trading Support Systems Leadership to proactively prepare Operations for change related service issues
• Identify opportunities to improve Trading Support impacting issues
• Effective management of incidents and escalations to drive customer outcomes
• Owns customer communication of Business Critical incidents
• Work with business and service delivery partners to review customer feedback and provide valuable performance insight for service improvement.
• Delivers accurate and timely incident communications
• Provide voice of customer & business insights during recovery and management calls of major incidents
• Co-ordinate in arranging Senior Leadership calls for incidents that are managed at the highest level of escalation (EMC)
• Identify opportunities to improve existing Escalation & Incident Management processes
• Provides training to junior team members as necessary.
• Attend client site visits or any appropriate customer engagements when required

Qualifications:

• Highly driven individual with a growth mindset and is passionate about business process improvement
• Ability to work under pressure in a matrix environment and navigate ambiguity
• Experience and expertise in Trading Systems Operations.
• Experience in managing situations with varying levels of stakeholder seniority across the business
• Excellent communication, interpersonal, analytical & critical-thinking skills
• Presentation skills—able to present and communicate effectively in front of global stakeholders using multiple communication platforms to support a business narrative
• Strong business & market knowledge
• Familiarity with ITSM; IT Infrastructure Library framework

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 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, .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.

Expected salary:

Location: Taguig City, Metro Manila

Job date: Thu, 22 May 2025 22:27:49 GMT

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