Team Manager - Workflows Customer Support, Japanese

About the role

LSEG's Customer Support provides product, technical and application support for its customers globally. The Team Manager leads the team supporting LSEG's Japanese offerings, handling day-to-day management with hands-on operational responsibility, especially for critical or high-impact issues. The role involves leading Support Analysts and Specialists to resolve customer queries quickly and effectively, and requires proactive maintenance of knowledge and skills.

Key responsibilities

• Lead and develop a team of Support Analysts and Specialists, ensuring queries are handled proactively and resolved in a timely way.
• Drive team performance against service metrics such as resolution times, case quality and customer satisfaction.
• Hire, coach and develop team members, giving ongoing feedback and growth opportunities.
• Cultivate a high-performance, customer-focused culture based on accountability, collaboration and continuous improvement.
• Coordinate daily operations, keeping processes and standard methodologies in line, reducing case backlogs and improving turnaround times.
• Act as escalation point for complex or high-impact issues, providing hands-on support when needed.
• Improve processes, drive efficiency and support organisational initiatives within the team.
• Lead recruitment and workforce planning, and run quarterly, mid-year and annual performance reviews.
• Promote continuous learning through training, upskilling and knowledge sharing.

Required profile

• Bachelor's degree or equivalent experience.
• Extensive knowledge of customer support operations, including customer needs, products and service delivery drivers.
• Excellent written and verbal English; Japanese proficiency highly preferred.
• Experience leading teams of 8-12 people is an advantage.
• Experience hiring and building talent in customer support, and engaging with senior leaders, is desirable.
• Strong planning, organisational and interpersonal skills, flexibility and a passion for people leadership.