knowledge coach- Trading and bankingLondon Stock Exchange Group

Frontline Customer Support is responsible for providing clients with a globally consistent 24x7 entry point for product, content and technical support prioritizing accessibility and connectivity to Refinitiv's breadth of expertise.
The Knowledge Coach role is an individual contributor role within the Frontline Support organization and is responsible for driving consistent and continuous knowledge development of the Customer Service Executives (CSEs) through planning, organizing and delivering of appropriate range of knowledge building activities. The role is tasked to deliver holistic aspects of learning through training, coaching and experiential learning.
The position will require collaboration with multiple internal stakeholders, including Content Operations, Specialist Support, Performance Excellence, Sales and Account Management, Product and Data Management, and Technology teams.
Responsibilities
Plan, organize and deliver knowledge building activities
Coach and mentor team members on products & markets knowledge
Partner with Sales and Account Management Teams to drive better collaboration and feedback loop
Partner with Content Teams for content related training and knowledge build-up
Partner with Specialists and L&D to ensure team members have up-to-date knowledge skills needed to effectively perform their jobs
Champion Knowledge Management strategy & efforts
Engage with relevant support partners to improve processes, systems and tools which will remove operational barriers
Lead assigned projects/initiatives and collaborates with team members to identify opportunities for continuous improvement and increased customer satisfaction
Makes recommendations that may shape operational strategy
Aligns goals with established business objectives; uses time and people effectively to meet business plans
Identifies and resolves technical, operational and organizational problems of a moderately complex nature
Adapts traditional approaches to enhance existing procedures to resolve issues
Decisions are guided by policies, procedures and business plan of sub-business unit or sub-function
Required Skills & Experience:
Strong content, product, process, and customer workflow knowledge aligned to the proposition segment being supported
Excellent communication skills with the ability to articulate the business challenge and the path to resolution
Ability to collaborate and communicate with various seniority levels across the business
Ability to lead a team through influence
Self-starter with strong interpersonal and problem-solving skills
Self-motivated. Works well under pressure
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.
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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time