Director - Customer Assurance & Operational Resilience
Taguig City, Metro Manila
Permanent
Full-time
22 days ago
The Director - Customer Assurance & Operational Resilience will report into the Group Head of Operational Resilience, and is a management position, with oversight of a team of staff to ensure timely and accurate provision of information as related to assurance received by our customers and support the ongoing operational resilience strategy of the firm. You will aim to ensure that LSEG delivers a positive customer experience to its clients and acts as an effective partner in the Third Party Risk Management end to end process. You will ensure the strategy fully interlocks with the Groupwide operational resilience strategy and objectives, as well as ongoing transformation and change initiatives. You will be working closely with the Businesses Divisions, Group and legal entity risk teams, Customer attestation and audit team, as well as Legal and the wider operational resilience community. You will drive process design and implementation, continuous improvement and will provide SME advice where required. This role will also be responsible for acting as a liaison between the business and the centralised TPRM team focused on ensuring adequate LSEG third party due diligence responses from critical suppliers specific to resilience, bringing up issues for resolution as required. WORKSTYLE MODEL We know balance is the key, therefore we propose hybrid way of working. You are welcome to work from our brand-new office every day, but you have still an opportunity to stay at home if needed. In this position you can work 2 days a week from home. What You&aposll Be Doing Customer Assurance Collaborate to design and continuously improve the customer assurance strategy for the firm Design and implement enhanced assurance frameworks processes and controls for the organisation. Create enhanced MI, dashboards, measurements and governance chairing relevant customer assurance committees / forums Represent Customer Assurance as part of relevant Groupwide committees and forums, as well as part of transformation / change initiatives. Coordinate partnership with relevant SMEs and business representatives to ensure that the team is set up for success to respond to requests for information with adequate controls and within set target delivery timelines - to ensure customer satisfaction. Input where required to provide SME guidance, information and assistance during any customer led audit activities, including dealing with blocking issues as needed. Team management of a globally located, diverse group of specialists, mentoring and leading the team and setting performance expectations that are aligned to the team strategy. Definition and management of function critical metrics, ensuring that requests are handled and resolved within the target timeframe, and putting in operational improvements where required. Perform lessons learned, deep dive or read across as necessary to ensure that there is a culture of continuous improvement and innovation. Operational Resilience Support the Group Head Of Operational Resilience to build and enhance the Groupwide Operational Resilience strategy and complete objectives aligned to transformation and regulatory change. Support the Group Head of TPRM and additional collaborators team through involvement in diverse project and assurance initiatives enabling LSEG to continually improve its own TPRM activities including: Providing SME input into the LSEG TPRM framework and processes for third party risk screening Respond to any issues raised by case handlers relating to DDQ assessments where resilience specific alerts/issues raised throughout third-party lifecycle - coordinating and liaising with third parties to ensure any follow up or additional information is required Support business, make recommendations and bring up concerns or findings which may trigger further risk management activity (risk identification and articulation, risk rating, remediation plans/risk acceptance) Support contract negotiation specific to resilience (standards clauses/deviations) to ensure adequate assurance capabilities and information provision is built in and in line with regulatory expectations. What You&aposll Bring The post holder will have the organisational skills, proficiency, and a keen, systematic approach to successfully measure and drive improved Customer Assurance, TPRM Risk and Operational Resilience programmes to ensure successful, positive outcomes. Requirements Minimum 2 years demonstrable experience operating in a Director level role leading global teams across Operational Resilience, Customer Assurance, Technology GRC or Operational Risk. 4+ years' experience in information security, clarity reporting, operational resilience related risk domains (e.g. business continuity, disaster recovery, access management, vulnerability management, third party risk, application security etc) 2+ years' experience in data analysis pertaining to resilience and security risk, compliance and controls. Experience completing resilience, security and / or IT audits. Familiarity with regulations such as PS21/3 and DORA and industry frameworks such as NIST, ISO27001 (with certifications preferred) Experience of leading global teams and able to drive strategic outcomes Experience in Client interaction, supplier negotiation with the ability to lead diverse sets of stakeholders to achieve outcomes that are useful for the client and for LSEG. An understanding of the specific challenges in resilience requirements for third parties. Desirable Experience in contractual negotiations with third parties and good understanding of resilience based contractual arrangement expectations. Person Specification Communicator: A confident communicator (excellent written and verbal skills) - with the ability to engage with colleagues at all levels Analytic Skills: Able to review complex information from disparate sources, understand the key points and document the resultant findings. Partner management: Able to build trusted relationship with internal partners, understand their specific points of view and to influence and challenge where required. Business understanding: An understanding of financial services Personality: A flexible and agile approach to often last-minute changes to requirements, a positive disposition and genuine aim to inspire change is a definite requirement Organiser: Capable of implementing and maintaining business processes to achieve strategic aims Skills: Advanced Word, PowerPoint and Excel is required. Proud to share LSEG in the Philippines is Great Place to Work certified (Nov '24 - Nov '25). Learn more about life and purpose of our company directly from Philippine colleagues' video: Manila, Philippines | Where We Work | LSEG 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. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject. 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. Show more Show less