Manager, Analytics Customer Support, Americas

LSEG (London Stock Exchange Group)


Date: 1 week ago
City: Buffalo, NY
Contract type: Full time
LSEG (London Stock Exchange Group)
Institutional portfolio managers, investment advisers, insurance companies, banks, hedge funds and broker/dealers value The Yield Book for the fast and broad access it provides to financial models, databases, analytical tools and high-speed computations. The Yield Book offers market-leading data and cashflows modeling for in-depth security and portfolio analysis ranging from vanilla bonds to highly structured mortgages and complex derivatives for clients to comprehensively address their requirements. Capable of handling the most complex fixed income products, The Yield Book is a trusted source for in-depth risk analytics, regulatory stress-testing and complex portfolio analysis across global markets



The primary role of the Fixed Income Analytics Customer Support team is to take ownership of and resolve customer inquiries on modeling and instructional use of the suite of Yield Book products, including The Yield Book user interface, Yield Book Add-in for Excel, Yield Book REST API, and The Yield Book Calculator, and on the correct usage and understanding of the various fixed income content within the suite. This position provides an excellent opportunity to gain a broad perspective on various fixed income products including government and agency securities, corporate high grade, high yield and emerging market securities, mortgage- and asset-backed securities, preferred stock, futures, and derivatives products



As the Manager of the Fixed Income Analytics Customer Support team, you'll oversee a regional team that is committed to industry-leading service. The team is comprised of individuals that have experience in the Trading and Banking and peer communities, content or technical product expertise, expert customer service skills, beginner developer skills, self-motivation, and joy in the challenge and responsibility of working with our most sophisticated and knowledgeable users. This position also partners with all cross-functional leaders in the following groups, including but not limited to Content and Product Management, Development, Technical Operations, Sales, and Strategy departments to coordinate the successful retention and growth of our business



Job Responsibilities:


  • Oversee a team of up to 15 individuals and ensure we deliver top-level customer experience through the use of the service experience framework (soft skills, effectiveness & process).

  • Responsible for the management, escalation, and complete and timely resolution of client queries.

  • Provide advanced troubleshooting to resolve customer issues and effectively collaborate with stakeholders to ensure successful and properly communicated outcomes.

  • Create a high-performance culture and achieve service quality metrics by managing effectively, differentiating performance, developing talent, delegating responsibilities, and building diverse teams.

  • Train, evaluate and effectively coach the team with a heavy emphasis on knowledge assessment and service improvements.

  • Collaborate effectively on business growth, service descriptions, retention initiatives and strategic plans with key business stakeholders and build and execute plans to meet these business priorities.

  • Continually innovate by evolving relevant documentation, tools, organizational design, process, and technological delivery methodologies.

  • Manage staffing by scheduling shifts, interviewing and hiring potential employees, assigning duties, and directing work of individual employees.

  • Analyze various reports to look for opportunities to improve client experience and drive client satisfaction.

  • Coordinate and jointly execute User Acceptance Testing for new product features and bug fixes with Development and Product teams.

  • Contribute in equal partnership to the diverse and inclusive LSEG strategy, goal creation and delivery, customer advocacy, and team development.

  • Ensure global consistency of service with peer regional managers through aligned leadership team partnerships.

  • Live the LSEG culture of thinking strategically, creating opportunity, connecting to achieve, bringing thought leadership, and delivering excellence.




Skills/Experience:


This is a people leader role with direct management of employees


  • Bachelor’s Degree; preferred in a quantitative field, such as Economics, Mathematics, Finance, Computer Science, or Engineering

  • Over 5 years previous experience in client service or relationship management roles

  • Must demonstrate knowledge in typical investment management workflow, typical industry content and products, and market/industry knowledge

  • Previous stakeholder management experience

  • Analytical, organized, detail oriented, and disciplined

  • Must have an open mindset and adapt to changes and team dynamics

  • Strong effective communication skills, including succinct writing skills are required

  • Prior management experience as well as experience supporting LSEG products a plus

  • Travel: some travel expected, majority to New York City

  • Knowledge of fixed income securities, particularly mortgage-backed securities (MBS)




Compensation/Benefits Information (New York City applicants only):

LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $117,000 - $217,400
Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our annual incentive (AIP/"bonus plan"). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job related knowledge, skills and commensurate experience. All roles are typically eligible for inclusion in our LSEG benefit program, more information & details will be provided at time of offer


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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