customer support systems manager - crm and SalesforceRefinitiv

Manager, Workflow & Systems will be part of the Workflow & Systems team, who are specialists with a focus to provide support and stewardship to Customer Operations workflow changes and enhancements while partnering with the business and technology teams. In this role, you are responsible to plan, lead and
Deliver business change projects & enhancements, and solutions for Service Cloud/Salesforce user base.
You will be the expert providing advice, consultation and support to other team member and coordinating across groups to deliver outcomes.
Responsibilities:
Leads planning and execution of projects supported by Customer Support Workflow & Systems team (Salesforce/Service Cloud)
Support planning, prioritization and implementation of Customer Support systems roadmap
Drives & delivers new and ongoing projects and priorities by applying appropriate governance and knowledge
Partners closely with Technology, Customer Operations to deliver business outcomes
Keep the user and stakeholder aware of service disruption and mitigation plan
Subject matter expert for all issues, queries and enhancement requests impacting Service Cloud/Salesforce in Customer Operations space
Support day to day running of CRM solutions (Salesforce)
Suggests process improvement following investigative, analytic or diagnostic services
Provide process-related training and support on new processes
Support major change programs and projects across customer operations in a way that adds transparency
Experience & Skills Required:
Strong knowledge of systems and tooling platforms aligned to Customer Support - Salesforce/Service Cloud platform
Has played a key role in supporting strategic or major business process improvement initiatives in Customer Operations
Strong knowledge of Customer Support processes
Experience in system requirements review, prioritization, management, implementation and UAT support
Passionate about delivering outstanding customer service
Experience in designing and embedding operational process improvements on the Salesforce platform
Experience with system analysis and enhancement
Experienced in driving initiatives which requires collaborations and negotiation skills
Proven problem-solving approach and ability to think creatively as well as logically
Self-motivated. Works well under pressur
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time