Director, Quality, Service & Metrics
Apply locations SGP-Singapore-1 Raffles Quay ZAF-Cape Town-1st Floor, The Apex
Time type: Full time
Posted on: Posted 3 Days Ago
Job requisition ID: R0093170
The Director of Quality, Service and Metrics will be a leadership role within the risk content operations team passionate about redefining our quality control and assurance function to better suit business and customer needs. Working closely with our customer success managers, proposition and product teams, the role will focus on developing and setting key performance indicators that support the growth of our business based on customer and market needs. Measures will be implemented with targets for the regional operational leads and reported to the business monthly. In addition, the role will also be responsible for defining global standard metrics around service responsiveness, including the DSARs process.
This role will require an excellent communicator who is able to build positive relationships with customers, sales and support, proposition, product, and operational peers.
Key Responsibilities & Accountabilities
- Lead all aspects of and transform the quality function.
- Develop and set service and quality metrics with agreed targets from the business for RCO as a whole.
- Handle senior customer interactions and establish links as a result of service customer concerns.
- Lead the collaboration with Proposition, Data Strategy, and Product to deliver a flawless customer experience.
- Work closely with the front line desk to analyze customer queries and prioritize areas of focus for RCO in conjunction with the RCO Leadership team.
- Improve productivity by reducing waste and increasing automation.
- Understand and own the function that could impact our customers, business, and employees.
- Provide performance management, coaching, training, and development for the teams.
- Be responsible for the DSAR process and function.
- Own and drive cross-functional initiatives or horizontal initiatives to improve collaboration and efficiency.
Key Skills
- Understand the Risk Intelligence space, including screening, third-party risk, and due diligence concepts, demonstrating hands-on knowledge of the organization’s industry and risks associated.
- Communicate with clarity and precision, presenting sophisticated/technical information in a concise format that is audience-appropriate.
- Use qualities and actions that focus on helping individuals improve performance by using probing questions to guide others toward improvement and learning through teamwork, positive leadership, and strengths.
- Demonstrate extensive content knowledge and expertise across multiple data sets and systems, risk content, and related supplier to customer to end workflow.
- Demonstrate knowledge of the customer's organization structure, business strategy, challenges, product/service offerings, and industry.
- Lead cross-functional teams to consensus on complex issues.
- Build trusting relationships with internal and external stakeholders to understand their drivers and negotiate positive outcomes.
- Lead and manage people, holding responsibility for motivation, attraction, retention, and performance management.
- Identify opportunities to improve efficiency while providing perfect services and products, managing monetary assets and other resources to optimize cost efficiency.
- Investigate information systematically, ask inquisitive questions, and study materials and sources to reach new conclusions and/or build new ideas, methods, or solutions.
- Establish business continuity within processes to maintain crucial functioning at all times.
- Develop a broad, big-picture view of the organization's mission to innovate through analysis of issues and trends and how these link to responsibilities, capabilities, and potential of the organization.
- Ensure a clear process of planning, organizing, controlling, and supervising financial resources to achieve organizational goals and objectives.
Key Behaviours:
- Ability to work collaboratively in partnership internally and externally.
- Highly organized.
- Strong delivery focus, particularly in sophisticated environments.
- Excellent written and verbal communication.
- Strong leadership skills.
- Ability to build and implement strategies.
- Strong problem-solving skills.
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 organization 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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