senior analyst, Regulatory operations, cmoLondon Stock Exchange Group

The Senior Analyst, Regulatory Operations has great influence on customer satisfaction. The senior analyst will be handling customer inquiries via phone, email, or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. The senior analyst must also provide service in a professional and courteous manner. This role may be the point of contact for escalated and more complex issues on product functionality and may respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (customer size, higher revenue tied to customer, etc.). The senior analyst will also train and coach new team members on processes and procedures.
Responsibilities:
Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply.
Log and classify all calls and requests for assistance in the call tracking database
May provide escalation support to junior level staff on complex technical escalations.
Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
Filter and escalate inquiries relating to other aspects of the Company business (e.g. technology, product development, etc.) as appropriate.
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.
Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g., subscription extension, password release). • Assist new team members in learning the processes and procedures required to deliver excellent customer service.
May develop and facilitate training programs. Inform team on product development updates and integration as necessary.
May act as a subject matter expert.
May provide work direction to resolve an escalated customer inquiry.
May coach and developer junior staff on job specific tasks and processes.
May provide feedback to team managers on specific employee performance or concern.
May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line.
Knowledge & Skill :
Mid-level professional with knowledge in a technical discipline or specialization
Position for a developing professional building experience in their specialist function
Good understanding of roles of relevant functional groups in own area
Suggests process improvement following investigative, analytic or diagnostic services.
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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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time