ROLE SUMMARY:
Reporting to the Director People Transformation and Service Excellence, this role will be a key member of our Global People Ops & Service delivery function working very closely within a supportive and inclusive People function. You will work closely with various global leaders in the People Ops function to identify and drive Service Excellence initiatives and drive the content strategy for the function. You will set up and drive Service Excellence practices in the People Ops hub and spokes globally, drive continuous improvement and operations maturity in day-to-day service delivery.
You will build capability building and continuous improvement culture across the service delivery org ensuring efficient service delivery and improved employee experience.
You will create the quality framework and implement quality control metrics and measure performance against those to deliver best quality in service delivery.
You will also use internal and external insights to identify and implement process improvements, driving simplification through inclusive, balanced and impactful change.
WHAT YOU'LL BE DOING:
- Driving Operational governance for People Ops globally through Operations Maturity framework with an objective of setting up a strong foundation of Optimal operations & Mature Service delivery model to enhance Customer experience.
- Establish Service delivery dashboard to supervise metrics and drive operational excellence.
- Effective performance management and Operational Governance
- Optimally deploy capability building framework to improve quality and capability of delivery teams across locations.
- Develop and deploy Quality framework to ensure accurate Service delivery and deliver good customer experience.
- Initiated Risk Assessment to assess and strengthen existing controls and deploy new controls.
- Lead process improvement initiatives across the function
- Conduct Lean & six sigma workshops for People function.
WHAT YOU'LL BRING:
- Previous experience and knowledge of developing Service Excellence practices within global organisations,
- Certified six sigma black belt to drive CI improvement initiatives and innovative practices to make People Ops a high impact business organization.
- Conduct Lean, six sigma trainings in the organization.
- Commercially focused, pragmatic approach to resolving business issues.
- Proven track record to advise, mentor and develop People Leaders in the function.
- Ability to work on high-pressure topics and handle potential conflicts while maintaining a focus on effective resolution and achievement of business priorities.
- Clear communication skills, able to engage with a range of partners clearly and persuasively. An active listener keen to understand needs and simplify sophisticated messages.
- A collaborative approach to building partnership throughout LSEG, with the ability to become a trusted member of management teams and the People Function.
- Curiosity and commitment to continuous learning, alongside passion to inspire others to develop their knowledge and capability.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of
Integrity, Partnership ,
Excellence and
Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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 mental health or physical disability needs.
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