📍 Job Overview

Job Title: Team Manager - Customer Support
Company: London Stock Exchange Group (LSEG)
Location: Philippines, Taguig City, CitiPlaza
Job Type: Full-Time
Category: Customer Support Management
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Lead and mentor a team of Investment and Wealth Management Solutions Analysts and Specialists to provide exceptional customer support.
Proactively manage customer queries and ensure timely resolution, acting as a point of escalation when necessary.
Collaborate with the Customer Support Manager to drive team performance and improve processes.
Recruit, train, and develop team members to enhance their skills and contribute to the team's success.

📝 Enhancement Note: This role requires a balance of management and operational duties, with a strong focus on customer service and team leadership. The ideal candidate will have experience in leading teams within a contact or service center and be able to drive performance while maintaining a customer-centric mindset.

💻 Primary Responsibilities

Team Leadership & Mentorship:
- Mentor, coach, and perform performance management for team members to deliver outstanding customer service.
- Provide guidance and support to help team members grow both personally and professionally.
- Foster a learning environment by supporting continuous development for both self and the team.
Customer Query Management:
- Proactively respond to and manage customer queries, ensuring resolution in a timely manner.
- Act as a point of escalation for complex customer issues and provide support to team members as needed.
- Contribute ideas or actions to improve efficiencies in the process and enhance customer experience.
Team Performance & Project Delivery:
- Optimally drive team performance to meet business objectives and targets.
- Work with the team to reduce the volume and time of outstanding cases and ensure adherence to procedures.
- Deliver key projects within the customer support department, contributing to the team's overall success.

📝 Enhancement Note: The primary responsibilities for this role are heavily focused on team leadership, customer support, and project delivery. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to drive team performance while maintaining a proactive approach to problem-solving.

🎓 Skills & Qualifications

Education:

University degree in a related field.

Experience:

Proven experience in team leadership and management within a contact or service center.
Strong understanding of customer service drivers, LSEG values, processes, and performance improvement strategies.
Excellent communication, planning, and organizational skills.

Required Skills:

Proficient in mentoring and coaching team members to achieve greater business results and talent development.
Ability to engage with a range of partners, including senior managers.
Flexibility with work times and dedication to the efficiency of the team.

Preferred Skills:

Experience in customer support or a related field.
Knowledge of LSEG products, business, and service drivers.
Ability to work independently and take initiative.

📝 Enhancement Note: The required and preferred skills for this role emphasize team leadership, customer service, and communication. The ideal candidate will possess a strong background in team management, customer support, and a proven track record of driving team performance.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

Technical Documentation:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

💵 Compensation & Benefits

Salary Range:

The salary range for this role is not specified in the job listing. Based on market research and industry standards for a Team Manager - Customer Support role in the Philippines, the estimated salary range is PHP 60,000 - PHP 100,000 per month.

Benefits:

Healthcare
Retirement planning
Paid volunteering days
Wellbeing initiatives

Working Hours:

The standard working hours for this role are 40 hours per week, with flexibility required to handle customer queries and resolve issues as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for a Team Manager - Customer Support role in the Philippines. The actual salary may vary depending on the candidate's experience, skills, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry:

Financial markets infrastructure and data provider.

Company Size:

LSEG is a leading global organization with approximately 25,000 employees across 65 countries.

Founded:

LSEG was founded in 1698 and has since grown into a global financial markets infrastructure and data provider.

Team Structure:

The Customer Support team is part of the Workflows Desktop division and works closely with various departments to provide exceptional customer service.
The team is led by the Customer Support Manager, with Team Managers reporting directly to them.

Development Methodology:

Not applicable for this role, as it is focused on customer support and team management rather than web development or server administration.

Company Website:

LSEG Website

📝 Enhancement Note: The company culture section provides an overview of LSEG's industry, size, and history. The team structure and development methodology are not applicable for this role, as it is focused on customer support and team management rather than web development or server administration.

📈 Career & Growth Analysis

Team Manager - Customer Support Career Level:

This role is a mid-level management position within the Customer Support department, responsible for leading a team of analysts and specialists to provide exceptional customer service.

Reporting Structure:

The Team Manager reports directly to the Customer Support Manager and is responsible for leading a team of analysts and specialists.

Technical Impact:

The Team Manager has a significant impact on the customer experience, team performance, and process improvements within the Customer Support department.

Growth Opportunities:

Team Lead to Manager: Transition to a managerial role, overseeing multiple teams or departments within the Customer Support organization.
Manager to Director: Progress to a director-level position, responsible for strategic decision-making and driving the overall success of the Customer Support department.
Specialization: Develop expertise in specific areas of customer support, such as technical support, data analysis, or process improvement, and become a subject matter expert within the organization.

📝 Enhancement Note: The career and growth analysis section outlines the career level, reporting structure, technical impact, and growth opportunities for a Team Manager - Customer Support role within LSEG. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to drive team performance while maintaining a proactive approach to problem-solving.

🌐 Work Environment

Office Type:

The LSEG office in Taguig City, Philippines, is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s):

Philippines, Taguig City, CitiPlaza

Workspace Context:

The workspace is equipped with state-of-the-art technology, multiple monitors, and testing devices to support the team's needs.
The team works collaboratively, with a focus on knowledge sharing, technical mentoring, and continuous learning.

Work Schedule:

The standard work schedule is Monday to Friday, 9:00 AM to 6:00 PM, with flexibility required to handle customer queries and resolve issues as needed.

📝 Enhancement Note: The work environment section provides an overview of the office type, location, and workspace context for the LSEG office in Taguig City, Philippines. The ideal candidate will be comfortable working in a collaborative, modern workspace and be able to adapt to a flexible work schedule as needed.

📄 Application & Technical Interview Process

Interview Process:

Screening Call: A brief phone or video call to assess the candidate's communication skills and cultural fit.
Behavioral Interview: A structured interview focused on the candidate's problem-solving skills, team leadership experience, and customer service mindset.
Case Study Presentation: The candidate is asked to present a case study demonstrating their approach to a customer support challenge, with a focus on problem-solving, process improvement, and team leadership.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role and the team, as well as any final questions or concerns.

Portfolio Review Tips:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

Technical Challenge Preparation:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

ATS Keywords:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

📝 Enhancement Note: The application and technical interview process section outlines the interview process, portfolio review tips, and technical challenge preparation for a Team Manager - Customer Support role within LSEG. The ideal candidate will possess strong communication skills, a customer-centric mindset, and a proven track record of driving team performance and customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

📝 Enhancement Note: The technology stack and web infrastructure section is not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

Integrity: Uphold the highest ethical standards and act with honesty and transparency in all interactions with customers, team members, and partners.
Partnership: Collaborate effectively with customers, team members, and partners to deliver exceptional customer service and drive business success.
Excellence: Strive for continuous improvement and deliver high-quality, innovative solutions that exceed customer expectations.
Change: Embrace change and adapt to new technologies, processes, and customer needs to drive sustainable growth and success.

Collaboration Style:

The Customer Support team at LSEG fosters a collaborative and inclusive work environment, with a focus on knowledge sharing, technical mentoring, and continuous learning.
Team members work closely together to resolve customer queries, improve processes, and drive team performance.

📝 Enhancement Note: The team culture and values section outlines the core values and collaboration style for the Customer Support team at LSEG. The ideal candidate will possess a strong customer-centric mindset, excellent communication skills, and the ability to work effectively within a collaborative team environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Customer Queries: Manage a high volume of customer queries and ensure timely resolution, balancing the need for efficiency with the importance of customer satisfaction.
Complex Customer Issues: Handle complex customer issues, requiring strong problem-solving skills, technical knowledge, and effective communication.
Process Improvement: Identify and implement process improvements to enhance customer experience, drive team performance, and optimize resource allocation.

Learning & Development Opportunities:

Training and Development: Participate in training and development opportunities to enhance customer service skills, technical knowledge, and leadership abilities.
Mentoring and Coaching: Provide mentoring and coaching to team members to support their personal and professional growth, as well as the team's overall success.
Career Progression: Pursue career progression opportunities within the Customer Support department or explore other roles within LSEG that align with personal and professional goals.

📝 Enhancement Note: The challenges and growth opportunities section outlines the technical challenges and learning and development opportunities for a Team Manager - Customer Support role within LSEG. The ideal candidate will possess strong problem-solving skills, a customer-centric mindset, and a commitment to continuous learning and professional development.

💡 Interview Preparation

Technical Questions:

Customer Service Scenario: Describe a challenging customer service scenario you've faced and how you handled it, demonstrating your problem-solving skills, communication abilities, and customer-centric mindset.
Team Leadership Example: Provide an example of a time when you led a team to achieve a significant goal or overcome a challenge, highlighting your leadership skills, strategic thinking, and ability to drive team performance.
Process Improvement Initiative: Discuss a process improvement initiative you've implemented, explaining your approach to identifying inefficiencies, developing solutions, and driving successful implementation.

Company & Culture Questions:

LSEG Values: Explain how you demonstrate LSEG's core values (Integrity, Partnership, Excellence, and Change) in your daily work and how you would apply them in this role.
Customer Support Culture: Describe your understanding of LSEG's customer support culture and how you would contribute to its success and continuous improvement.
Team Dynamics: Explain how you would foster a collaborative and inclusive team environment, supporting the growth and success of both individual team members and the team as a whole.

Portfolio Presentation Strategy:

Not applicable for this role, as it is focused on team management and customer support rather than web development or server administration.

📝 Enhancement Note: The interview preparation section outlines the technical questions, company and culture questions, and portfolio presentation strategy for a Team Manager - Customer Support role within LSEG. The ideal candidate will possess strong communication skills, a customer-centric mindset, and a deep understanding of LSEG's core values and customer support culture.

📌 Application Steps

To apply for this Team Manager - Customer Support position at LSEG:

Submit your application through the application link provided in the job listing.
Tailor your resume and cover letter to highlight your relevant experience, skills, and qualifications for the role.
Prepare for the interview process by reviewing the interview process section and practicing common customer service, team leadership, and problem-solving scenarios.
Research LSEG's company culture, values, and customer support initiatives to demonstrate your understanding and enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions about team management, customer support, and LSEG's company culture. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Team Management & Customer Support Focus:

Tailor every section specifically to team management and customer support roles, emphasizing leadership, communication, and customer service skills.
Include team leadership methodologies, customer service best practices, and process improvement strategies.
Emphasize customer-centric mindset, problem-solving skills, and the ability to drive team performance.
Address team dynamics, collaboration, and mentorship within the context of customer support and team management.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about team management, customer support processes, or company culture, with clear reasoning based on industry standards and available information.
Be comprehensive yet concise, prioritizing actionable information over descriptive text.
Strategically distribute team management, customer support, and LSEG-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and team management specialization.

Industry Expertise:

Include specific team management and customer support techniques, strategies, and best practices relevant to the role.
Address team management career progression paths and technical leadership opportunities within the Customer Support department.
Provide tactical advice for team management, customer service, and process improvement.
Include customer support-specific interview preparation and problem-solving guidance.
Emphasize customer service metrics, customer satisfaction, and performance optimization principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use team management, customer support, and LSEG-specific terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to team management and customer support professionals.
Provide actionable insights that give team management and customer support candidates a competitive advantage.
Focus on team dynamics, collaboration, and user impact measurement within the context of customer support and team management.

Team Management & Customer Support Focus:

Emphasize team leadership, communication, and customer service skills throughout the job description.
Include team management methodologies, customer service best practices, and process improvement strategies.
Highlight the importance of a customer-centric mindset, problem-solving skills, and the ability to drive team performance.
Address team dynamics, collaboration, and mentorship within the context of customer support and team management.
Tailor the job description to reflect LSEG's company culture, values, and customer support initiatives.

Avoid:

Generic business jargon not relevant to team management or customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-team management or customer support terminology unless relevant to the specific role or company context.
Marketing language unrelated to team management, customer support, or LSEG's company culture.

Generate comprehensive, team management and customer support-focused content that serves as a valuable resource for team management and customer support professionals evaluating career opportunities and preparing for technical interviews within the customer support industry.

Team Manager - Customer Support