Financial Crime Application Support Manager

ABOUT US:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. 

Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.

OUR PEOPLE:

People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential. 

We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

We know that personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. 

As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

PROGRAMME SUMMARY:

LSEG are embarking on a large transformation programme to streamline and optimise our current capabilities, and to deliver next-generation, industry-standard Financial Crime (FC) processes, technologies and tools to support our Customer and Third Party onboarding. While continuing to meet internal stringent policies and our external obligations, this programme shall introduce new ways of working and standards, driving efficiencies and transforming the way we deliver value towards customer journey lifecycle at LSEG.

ROLE PROFILE:

A fantastic opportunity for a proven BAU Application Support / Service Manager with a strong data, and operational and/or management reporting background to support and guide the delivery and enhancement of KYC, FC and related operational process ecosystem at LSEG.

ROLE SUMMARY:

To manage and enhance the IT service delivery and application support of KYC and TPRM data and technology processes supporting Financial Crime at LSEG, aligned with regulatory requirements and commitments, internal policy frameworks, and relevant technology standards. The ideal candidate needs to have a strong background in IT application support / service management in large financial services organisations and  have good working knowledge of the ITIL Framework and associated processes. They should also have experience working with  KYC, Transaction Monitoring, and/or similar regulated processes. We are looking for an experienced individual with previous experience in E2E application lifecycle management, including incident, problem and change management, service transition, stakeholder management and reporting, OLA/SLA identification and monitoring, and managing teams to deliver the E2E business and technology outcomes.  In addition, you will be playing a key role through the transformation programme, including proactively supporting and guiding the development teams through current state challenges, opportunities and lessons learnt. 

RESPONSIBILITIES:

Minimum 10 years of experience in BAU management. SLA/OLA identification, Integration monitoring, Data Quality (DQ) analysis, and detailed activity level documentation.

Use ITIL framework to implement strong service management processes to deliver consistent, efficient and stable services to the GC, KYC and TM clients

Work as part of technology support team to manage business critical daily processes for Financial Crime delivery

Enhance and maintain the data collation and reporting processes and applications to ensure accurate and timely availability of data for decisionmaking processes.

Develop and enforce data governance policies and procedures to ensure data integrity, security, and compliance with regulatory requirements.

Collaborate with various teams and functions to understand their data processes and needs. Provide guidance and support in establishing efficient data collection, storage, and retrieval processes.

Monitor and analyze the performance of the current state of technical processes to identify areas for improvement, implement upgrades, and solve any issues to minimize downtime.

Conduct regular data audits to identify and resolve data quality issues, ensuring the accuracy and reliability of data used for reporting and analysis.

Train and support end-users with current processes, providing guidance on data entry, extraction, and interpretation.

Stay up-to-date with industry trends and changes to internal technology standards and ways of working to identify opportunities for innovation and improvement within the organization.

Collaborate with other IT teams and vendors to manage system integrations and data interfaces with other business applications. Prepare and present reports and analyses to support strategic decision-making processes.

SKILLS:

Solid background in IT application support management or IT service management in large financial services organisations with KYC, Transaction Monitoring, and/or similar regulated processes

Previous experience in E2E BAU lifecycle management, including incident, problem & change management, knowledge and service transition, stakeholder management and reporting, OLA/SLA identification and monitoring, and managing teams to deliver the E2E business and technology outcomes

ITIL Foundation certification preferred or strong working knowledge if ITIL framework and its processes

Deep technical knowledge and experience in managing complex MI and reporting applications

Technical tools / skills: SQL, Alteryx (or similar data profiling and analysis), PowerBI (or other BI tools), ServiceNow (or similar ITIL applications) Proficient in database management and data analysis tools.

Excellent problem-solving and troubleshooting skills to identify and resolve system issues.

Ability to develop and implement data management policies and procedures.

Good project management skills to lead and coordinate system upgrades and implementations.

Excellent verbal and written communication skills to effectively interact with stakeholders at various levels.

Ability to work collaboratively with cross-functional teams to understand their business needs and translate them into technology solutions. Strong leadership and interpersonal skills to effectively manage a team and foster a positive working environment.