Customer Assurance Senior Analyst (Poland Based)

at  LSEG London Stock Exchange Group

The Customer Assurance team performs a key role responding to client requests for assurance with regards to LSEG’s policies, processes and standards that impact our client’s operations. We work in partnership with account teams to provide a quality service upon assessment of client needs, ensuring that we are providing comprehensive responses to client risk management questions, whilst maintaining confidentiality in line with our Data Classification and Data Handling Standard.
The Customer Assurance Senior Analyst will be responsible for management of client due diligence requests across the team (with a particular focus on information security due diligence) acting as a facilitator, point of escalation, quality check and team manager to ensure that the Customer Assurance team meets KPIs and successfully manages requests for information in a timely and efficient manner, with high attention to detail and strong focus on quality.
This position is a hybrid working role, between home working and the LSEG offices in Gdynia Poland, working UK office centric hours (with flexibility expected on occasion).

Roles and responsibilities

• Manage and execute oversight of the customer due diligence process from intake to resolution, ensuring a high degree of accuracy in response and alignment to our Data Classification and Data Handling standard.
• Undertake regular case sampling to check team members have a full understanding of client queries and act as a quality control stage gate in the response to customers by reviewing completed work for quality, completeness and accuracy.
• Manage customer requests and internal stakeholders in a fast-paced environment, ensuring that the team meet quality standards and adhere to Service Level Agreements that are agreed with the business.
• Provide training and guidance to the team and support with complex queries as required.
• Participate in client facing meetings to ensure that LSEG is viewed as an effective client partner, manging spoken and written communications to clients with a high degree of professionalism,
• Maintain and enhance the library of due diligence information, ensuring that information is accurate by liaising with internal stakeholders to maintain the documentation.
• Line management of a team of analysts, holding development management meetings, and mentoring individuals within a team, producing team performance metrics and coaching as appropriate.
• Assist in developing enhanced processes and controls to ensure continuous improvement and meet customer expectations
• Act as an ambassador for the function, demonstrating effective management of internal stakeholders across the business, promoting effective working relationships and building relationships proactively.

Essential criteria

• Previous experience completing end to end due diligence requests from customers, manging the due diligence process and ensuring that information is complete and accurate and with a strong view of industry best practices.

• • Previous experience in client facing role
• Previous experience as a team manager in a large organisation with direct management experience of junior members of staff and managing teams in a blended format e.g. part office, part remote.
• Hold a current ISACA Information Security qualification, (CISA or CISM).
• Strong understanding of the domains of Operational Risk to be able to check and challenge due diligence responses back to the client, with particular experience required in information security – either from a customer assurance or audit perspective.
• Previous experience of implementing continuous improvement processes and identifying improvements that can be made to functions.
• Strong command of written and verbal English.
• Experience using MS Office products such as Excel and Powerpoint, and use of industry tooling such ServiceNow.
• Previous experience of handling workload to meet specific service Level agreements (SLA).
• Excellent collaboration skills

Desirable criteria

• Expertise in a key area of risk such as TPRM, Information Security, Business Continuity Management, ESG or Technology risk.

• Hold a Data Protection certification - CDPSE.

• Previous experience with ServiceNow.

• Previous experience of knowledge, database or content management
• Previous experience of project management working to defined project management methodology (PRINCE2) or similar.
• Business level or B2 spoken and written command of European languages (French, German, Italian, Spanish and Portuguese desirable.

About LSEG
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 60 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 any 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 important and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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

• Manage and execute oversight of the customer due diligence process from intake to resolution, ensuring a high degree of accuracy in response and alignment to our Data Classification and Data Handling standard.
• Undertake regular case sampling to check team members have a full understanding of client queries and act as a quality control stage gate in the response to customers by reviewing completed work for quality, completeness and accuracy.
• Manage customer requests and internal stakeholders in a fast-paced environment, ensuring that the team meet quality standards and adhere to Service Level Agreements that are agreed with the business.
• Provide training and guidance to the team and support with complex queries as required.
• Participate in client facing meetings to ensure that LSEG is viewed as an effective client partner, manging spoken and written communications to clients with a high degree of professionalism,
• Maintain and enhance the library of due diligence information, ensuring that information is accurate by liaising with internal stakeholders to maintain the documentation.
• Line management of a team of analysts, holding development management meetings, and mentoring individuals within a team, producing team performance metrics and coaching as appropriate.
• Assist in developing enhanced processes and controls to ensure continuous improvement and meet customer expectations
• Act as an ambassador for the function, demonstrating effective management of internal stakeholders across the business, promoting effective working relationships and building relationships proactively