The Manager - Employee Services position at London Stock Exchange Group (LSEG) is a key leadership role within the Employee Services team. This position offers the opportunity to contribute to a dynamic, fast-paced global organization. As part of the People Function, we empower leaders and colleagues, enabling LSEG to attract and nurture diverse talent, foster career growth, and deliver exceptional employee experiences.

This role is ideal for a proactive leader passionate about operational excellence, employee support, and people development and will ability to reimagine PF.

Role Overview

Reporting to the Senior Manager/Manager - Employee Services, you will lead the HR service delivery team in resolving employee queries related to HR processes and policies, ensuring timely and high-quality responses that enhance the employee experience. You will oversee the delivery of employee lifecycle processes, specifically offboarding & RIF and Workday transactions managed by both onshore and offshore teams. This opportunity is ideal for a proactive and forward-thinking leader who is passionate about service excellence, employee support, and people development. Beyond leading day-to-day operations, the successful candidate will bring a strategic approach and a strong focus on continuous improvement, challenging the status quo and helping to reimagine the future of the People Function through innovation, simplification, digital enablement, and data-driven decision-making. The role requires the ability to inspire teams, influence partners, and deliver scalable solutions that enhance both employee and business outcomes

Key Responsibilities

• Lead global Employee Services operations across Offboarding, RIF, and Live Agent support, ensuring a seamless, compliant, and colleague-centric experience.
• Provide leadership through both direct management and dotted-line influence across global teams, SMEs, COEs, CPPs, and operational partners.
• Leverage data and insights to forecast demand, identify trends, mitigate risks, and drive informed decision-making.
• Own service delivery performance, ensuring SLAs, quality, productivity, and colleague experience targets are consistently achieved.
• Define and implement the Live Agent strategy, building process expertise and enabling world-class support through chat, outbound calling, and digital channels.
• Partner with stakeholders to increase channel effectiveness and improve first-contact resolution, service adoption, and overall colleague experience.
• Oversee end-to-end offboarding and workforce reduction processes, ensuring timely, accurate, and compliant execution aligned with payroll and business timelines.
• Establish governance and risk management practices to proactively address process, people, compliance, and operational risks.
• Lead stakeholder governance forums, service reviews, MBRs, town halls, and operational discussions, translating insights into meaningful actions and service improvements.
• Drive continuous improvement, simplification, automation, and AI-enabled solutions to enhance scalability, efficiency, and employee experience.
• Develop and coach a high-performing team through regular feedback, capability building, succession planning, and a strong culture of accountability and engagement.
• Maintain robust process documentation, audit readiness, compliance adherence, and effective knowledge management practices.
• Foster strong partnerships across the People Function and business, ensuring services evolve to meet changing organisational needs.
• Champion colleague experience by using service metrics, survey feedback, and operational insights to deliver measurable improvements.

Qualifications & Experience

• Bachelor's degree or equivalent professional experience.
• 10+ years of experience in Employee Services, HR Operations, Shared Services, or a related field, with significant experience in Offboarding, Workforce Reductions (RIF), and Employee Lifecycle Operations.
• Proven success leading global operational teams in a complex, matrixed environment, including managing outcomes through both direct and dotted-line reporting structures.
• Strong expertise in Workday, ServiceNow, and HR service management platforms.
• Demonstrated ability to use data, analytics, and insights to improve service performance and business outcomes.
• Experience leading transformation, automation, AI, and continuous improvement initiatives.
• Exceptional stakeholder management, influencing, communication, and presentation skills.
• Strategic problem solver with strong business acumen, problem-solving capabilities, and the ability to balance operational excellence with long-term transformation.
• Passion for innovation and the ability to reimagine the People Function, creating scalable, employee-centric solutions that deliver meaningful business impact.

About us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services - and our open-access model - we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in over 60 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

Our people:

People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change 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 over 60 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.

Career Stage:
Manager

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 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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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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.