Director of Performance & Insight
London, GBR
1d ago

Objective Setting

  • Ensure measurable stretch objectives; outcome focus; clear performance (KPIs) & targets; align with divisional business priorities
  • Facilitate objective setting process meeting HR and business deadlines, and supporting department communications needs
  • Work with Customer Operations Leaders and HR to cascade and communicate objectives throughout the organization ensuring that all colleagues are aware of priorities as they evolve
  • Performance Management

  • Responsible for executive reports ensuring relevancy; accuracy of information; timely distribution
  • Oversight of Performance Framework dashboards, facilitation of quarterly business reviews, and governance of action items captured during reviews
  • Tracking milestones, key deliverables, and achievement of committed outcomes for Customer Operations Transformation Programs
  • Tracking delivery of CO Committed outcomes; success KPIs; headcount plans associated with Business Case investments in D&A Customer Operations
  • Delivery of monthly performance insights highlighting areas of strong performance and opportunities for improvement
  • Business Insight

  • Support Business process Improvement (BPI) programs with analytics, baseline data sets, KPI definition, and ongoing measurement for BPI initiatives
  • Partner with Product Management in defining standard measurable customer commitments that define the experience customers receive when interacting with Customer Operations
  • Partner with the Customer Operations leadership team to provide deep dives and actionable operational insights
  • Leadership

  • Manage a global team of Functional Leads and Digital Communications Specialists in support of Operations Delivery Teams, Shared Services, and Key Focus Areas
  • Support Communications and Operations Leaders in producing clear, impactful materials for use with internal staff and the broader organization
  • Own and drives ad-hoc projects as required
  • People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.

    We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference.

    Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.

    We know that real personal growth cannot be achieved by simply climbing a career ladder which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

    As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

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