Customer Success Senior Associate

lseg; Taguig; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

LCH Ltd in Manila is seeking a Senior Associate, Customer Success Management to join the newly established Manila location and support cross-asset client services. You will coordinate a team of client service specialists and act as the first point of contact for customer and relationship queries, collaborating with internal partners.

You will develop knowledge of LCH products and processes, manage workload, guide junior colleagues, and help ensure timely, high-quality service delivery in a

Qualifications

• Broad understanding of LCH businesses and markets.
• Strong relationship management or client service experience.
• Experience supporting team delivery or guiding junior colleagues.
• Degree qualification or equivalent professional experience.

Responsibilities

• Act as a key entry point for customer and relationship queries, using Service Cloud within Salesforce to support a shared mailbox and help ensure quick, efficient response times for customers.
• Create and maintain customer relationships globally, with regular engagement through email and phone.
• Support member escalations, helping members work through issues or concerns in a timely and effective manner while escalating complex matters appropriately.
• Support the distribution of member communications on behalf of the business and respond to incoming queries following key member notices.
• Ensure that platinum customers in the region are serviced appropriately and receive enhanced support in line with agreed service levels.
• Assist with day-to-day workload coordination and provide practical guidance to junior colleagues to support consistent service delivery.
• Support the Knowledge Portal by helping create and maintain content that enables customers to become more self-sufficient.
• Prepare customer management information for key business partners across the firm, highlighting engagement trends and member feedback across all LCH services.

Skills

Relationship management

Client service

Team coordination

Industry knowledge

Education

Degree qualification or equivalent professional experience

Job description

Department description

LCH Ltd (LCH) is a leading multi-asset clearing house, serving major international exchanges and platforms, as well as a range of OTC markets. It clears a broad range of asset classes including equities, exchange-traded derivatives, foreign exchange derivatives, interest rate swaps, and Euro and Sterling bond and repo markets. The firm's employees serve members and clients worldwide including many of the major financial groups, consisting of almost all the major investment banks and broker dealers. LCH forms part of LSEG Post Trade division.

LCH Operations sits at the heart of the organisation, providing wide-ranging services to internal and external customers across all asset classes. The division operates globally across several pillars of service, including Securities Operations, SwapClear and Listed Rates Operations, Onboarding Operations, Collateral Management, Client Services, Regulatory Reporting, and Market Data. We partner with internal and external customers to proactively deliver compelling, resilient, and competitive CCP Operations that minimise risks and maximise returns through flexible, timely and innovative engagement.

Role description

We are currently seeking a motivated and driven individual to join LCH Operations as Senior Associate, Customer Success Management, based in Manila. Manila is a new location launched by LCH in 2024 to support our growing business, alongside our existing locations in London, New York, Sydney and Singapore. All our offices work closely together as one global team.

The Customer Success Management team is a cross-service, client-facing team within LCH, primarily focused on delivering an excellent end-to-end customer experience. The team acts as the first point of contact for customer and relationship queries, sitting within the broader Operations function and working closely with a wide range of internal business partners to support the customer base.

The successful candidate will support the day-to-day coordination of a team of Client Service specialists responsible for activities across the different asset classes operated by LCH. The role provides an opportunity to develop a deep understanding of our products, internal systems and processes while helping manage workload, support operational priorities, and provide day-to-day guidance to junior team members. The candidate should have solid experience in a client-facing role and be comfortable supporting team delivery in a fast-paced operational environment.

The shift pattern associated with this role may be adjusted from time to time to support changing business requirements. The successful candidate will be expected to demonstrate reasonable flexibility in supporting revised coverage arrangements.

Key responsibilities of the role:

• Act as a key entry point for customer and relationship queries, using Service Cloud within Salesforce to support a shared mailbox and help ensure quick, efficient response times for customers.
• Create and maintain customer relationships globally, with regular engagement through email and phone.
• Support member escalations, helping members work through issues or concerns in a timely and effective manner while escalating complex matters appropriately.
• Support the distribution of member communications on behalf of the business and respond to incoming queries following key member notices.
• Ensure that platinum customers in the region are serviced appropriately and receive enhanced support in line with agreed service levels.
• Assist with day-to-day workload coordination and provide practical guidance to junior colleagues to support consistent service delivery.
• Support the Knowledge Portal by helping create and maintain content that enables customers to become more self-sufficient.
• Prepare customer management information for key business partners across the firm, highlighting engagement trends and member feedback across all LCH services.

Experience and skills required:

• Broad understanding of LCH businesses and the markets in which they operate.
• Strong relationship management or client service experience, ideally with existing market contacts.
• Experience supporting team delivery, assisting with workload coordination, or providing guidance to junior colleagues would be beneficial.
• Degree qualification or equivalent professional experience.

Career Stage:

Senior Associate

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