The Research & Estimates team within the Company Data group is seeking an experienced and motivated Service Team Lead to lead a team of seasoned Service Resolvers.
In this role, the selected individual will work closely with customers, Customer Success Managers (CSMs), senior leaders, and key strategic accounts including Nasdaq, Bridgewater, and MSCI.
Key Responsibilities
Leadership & Customer Engagement
Lead a high-performing team of Service Resolvers, fostering a culture of accountability, collaboration, and continuous improvement.
Act as a primary point of contact for complex customer issues and service-related challenges.
Build strong partnerships with Customer Success Managers, senior leaders, and strategic clients to support exceptional customer experiences and service delivery.
Represent the Production Operations team in discussions and projects that influence process design and operational strategy.
Process Improvement & Automation
Partner with specialist and technical teams to identify, prioritize, and implement automation and process enhancement opportunities.
Drive initiatives focused on operational excellence and process efficiencies.
Lead and support multiple projects, process improvements initiatives, testing activities, and UAT execution.
Identify trends and recurring themes from customer interactions and transform insights into scalable solutions.
Data & Content Excellence
Maintain expert-level knowledge of Estimates content, workflows, and data processes.
Support issue resolution through detailed root-cause analysis and implementation of sustainable corrective actions.
Facilitate content quality improvements and implementation of methods of working (MoWs) that strengthen operational outcomes.
Collaborate closely with Service and Quality teams to establish and strengthen quality control frameworks.
Reporting & Stakeholder Management
Prepare and present recommendations, status updates, performance reports, implementation plans, and service-level metrics.
Monitor performance outcomes and ensure adherence to agreed service levels and operational standards.
Establish strong relationships with internal and external clients to drive positive business outcomes.
Required Skills & Experience
Strong understanding of Estimates data, including data flow, data structures, and related operational workflows.
Solid knowledge of financial markets, financial statements, broker estimates, and major events impacting publicly listed companies globally.
Practical experience with SQL, Python, Power BI, and advanced Excel.
Ability to investigate, manage, and resolve complex operational and customer-related issues.
Ability to present complex information clearly and effectively to different audiences.
Proven track record to coach, mentor, and develop colleagues to achieve individual and team success.
Strong customer management skills with experience influencing and collaborating across teams.
Working knowledge of at least two LSEG products, including: Workspace, IBES QA, Other relevant LSEG platforms and datasets
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