Director - Customer Assurance & Operational Resilience

at  LSEG London Stock Exchange Group

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, handle risk and create jobs.
Customer Assurance refers to the ability of to respond to our customer’s Third-Party Risk Management (TPRM) related requests for assurance over LSEG’s control environment, and through triggers such as regulation or contractual obligations requiring further oversight of key risk areas. Infosec/Cyber alongside Technology resilience, Business Continuity Management (BCM), Crisis Management, TPRM and Environmental, Social and Governance (ESG) are key components of Customer Assurance oversight by our customers, and strongly linked to ensuring operational resilience outcomes for the firm.

ROLE SUMMARY:

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.

WHAT YOU’LL 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.