Experience

FTSE Russell, An LSEG Business

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Global Head of Client Services

  • Jul 2010 - Present

  I am responsible for managing the Global Client Service team who support clients, prospects and internal teams across FTSE Russell. I manage 3 regional managers who are collectively responsible for 28 client service agents across 6 locations. The Client Service team support clients in using the wide range of indices, data and analytical products available. Examples include advising on the treatment of corporate events, data integrity, historical analysis and onboarding (direct and via third party data vendors). Coordinate the BAU and project requirements across the global team. Regularly review with the management team to identify opportunities for delegation and ongoing improvement. Coaching and mentoring the regional managers to maximize the potential of their client service agents and their own management potential. Review the business landscape of each area and anticipate the impact of new products and services on the existing staffing levels. Create and implement business plans in line with projects i.e. training, documentation, client impact and stakeholder team cross training. Lead ongoing process improvements and development of new tools and applications in conjunction with the aforementioned stakeholder teams and Technology. Act as Subject Matter Expert (SME) for high profile projects and initiatives. Examples include upgrades and enhancements to client data platforms to enrich the onboarding experience. Ownership of Client Service projects and coordinate necessary resources, backlogs, testing and UAT. Lead meetings and regular service reviews to provide input on specific issues and the wider client service strategy and support model. Monitor client risk and complaints across the FTSE Russell business. Identify opportunities to mitigate and defuse various situations alongside numerous stakeholder teams. Contribute to internal post mortem and root cause analysis as the voice of the client. Champion new and improved ways of working Show less