The People Advisory Services Lead role with London Stock Exchange Group (LSEG) is an exciting opportunity to be part of a thriving team in a fast-paced global organization. We as part People Function help grow business through empowering People Leaders and colleagues and enable LSEG to attract and nurture diverse talent, build opportunities for people to grow significant careers and operate at their very best. We drive performance by exciting excellence, develop engagement and provide outstanding experience to our colleagues.
Role Profile:
Reporting to the Employee Services Lead will lead all aspects of the management of automated assistants and similar digital tools for the organization, ensuring flawless employee engagement, query resolution, and service delivery. This role includes managing virtual and live chat agents, improving chatbot capabilities, and driving continuous process improvements and offers the opportunity to work at the intersection of technology and HR, enabling the organization to deliver an outstanding employee experience.
Responsibilities:
Lead and supervise a team of agents, ensuring high quality delivery and service level agreements. Develop and implement training programs for agents, focusing on HR processes, soft skills and query resolution techniques. Set performance goals, monitor progress and provide feedback and coaching to wider people operations team.
Lead and improve the conversational assistant capabilities, ensuring efficient performance and usability, monitor & analyse chatbot interactions to identify trends, gaps and areas for improvements. Collaborate with Technology and Employee Services team to refine Dialogue systems responses growing its knowledge base. Keep abreast of industry advancements in HR tools and implement relevant features to improve service capabilities.
Ensure employee queries are addressed accurately and efficiently through digital channels. Establish a robust feedback mechanism to gather employee insights and continuously refine the service experience. Handle user problems and provide solutions to sophisticated issues in a timely manner. Partner with the people operations team to identify areas for streamlining processes and improving service excellence.
Collaborate with cross functional teams to integrate new technologies and improve service excellence. Stay updated with advancements in people technology and recommend innovative solutions for employee services. Find opportunities for transformation, implement initiatives to enhance process efficiency, accuracy, and overall employee experience in smart assistant, continuously assess to streamline workflows and improve the efficiency of digital channel support systems.
Provide exceptional leadership, coaching, and development opportunities to team members, cultivate a high-performing and engaged workforce through continuous learning and development programs and encourage a culture of collaboration, innovation, and excellence.
Qualification and Experience:
Bachelor's degree or equivalent experience in related field.
8-10 years of prior experience in people operations, employee services or related domain
Proven experience in handling the HR digital tools like virtual/live chat and similar platforms
Strong leadership and team management skills
Proficiency in ServiceNow or other HR systems is crucial
Ability to adapt to new technologies and drive digital transformation initiatives
Customer centric attitude with a focus on enhancing employee experience
Resourceful and able to optimally navigate through a highly matrixed, global organization.
Self-motivated with strong intuition for business.
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. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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.
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If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.