Service Excellence Manager

Job Summary

Reporting to the Director of Service Excellence, the Service Excellence Manager will help improve how People Services & Solutions (PSS) delivers services to colleagues, while also leading the transition of People processes into PSS.

The role will focus primarily on service excellence, including service quality, operational performance, governance, continuous improvement and colleague experience. It will also play an important role in managing process transitions into PSS and ensuring new services are ready for successful delivery.

You will work with People leaders, Centres of Excellence (CoEs), PSS teams and project teams across regions. You will use data, feedback and service insights to improve performance, strengthen service delivery and help teams adopt new processes and ways of working.

What You’ll Do

Improve Service Quality and Colleague Experience

You will help strengthen service delivery across PSS by using service measures, colleague feedback and operational data to understand performance and focus improvement efforts.

You will support a consistent approach to service quality across teams and locations. This includes reviewing service performance, understanding trends and helping teams make practical changes that improve quality, efficiency and colleague experience.

You will also help develop service measures and dashboards that give teams clear information to support day-to-day decisions and monitor progress.

Strengthen Operational Performance

You will help PSS teams build strong and sustainable service practices through regular performance reviews, clear measures and effective operational controls.

Working with service delivery teams and leaders, you will help strengthen quality, capability and operational rigor. You will use service reviews and data to highlight areas that need attention and work with teams to address them.

You will support risk assessments and help ensure appropriate controls are in place to protect service quality and continuity.

Build Service Capability

You will help PSS teams develop the skills and knowledge needed to provide a positive and consistent colleague experience.

This will include coaching, sharing practical guidance and supporting learning activities that strengthen service behaviours, problem-solving and continuous improvement.

You will encourage teams to learn from feedback, share what works and recognise improvements that make a significant difference to colleagues.

Lead People Process Transitions

You will plan and manage the transition of People processes into PSS, from initial planning through knowledge transfer, implementation and stabilisation.

You will work with the teams involved to agree scope, responsibilities, timelines and readiness requirements. You will track progress, manage risks and help resolve issues that could affect the transition.

You will make sure essential materials are ready for use, including Desktop Procedures (DTPs), process maps, SLAs/OLAs and training materials. You will also help PSS teams build the knowledge and confidence needed to take ownership of new services.

Support People Through Change

You will help colleagues prepare for changes to processes, systems and ways of working. This includes understanding the impact of change, supporting communications and training, and checking that teams are ready before services move into PSS.

You will bring together different perspectives and encourage open discussion. Communication, training and transition activities should consider the different needs of colleagues across teams and locations.

Turn Data into Action

You will use service measures, quality reviews, colleague feedback and operational data to understand patterns and service trends.

You will turn these insights into practical recommendations that help teams improve service quality, simplify processes and strengthen colleague experience.

What You’ll Bring

You will bring experience in service excellence, service delivery, People Operations, HR operations, process improvement, transitions or a related area.

You will be comfortable working with data, understanding service performance and turning findings into practical improvements. You will be able to organise complex work, communicate clearly and build positive working relationships across teams, levels and regions.

Experience with service quality, operational governance, organisational change, process mapping or continuous improvement would be useful. Knowledge of Lean, Six Sigma, Voice of the Customer, Workday, ServiceNow or process mapping tools would also be helpful, but you do not need experience in all of these areas.

You should be comfortable using Microsoft Office, particularly Excel and PowerPoint.

We recognise that relevant skills can be gained through different roles, industries and career paths. You do not need to meet every desirable criterion to apply.

Career Stage:

Manager

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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