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Manager, Employee Services

London Stock Exchange Group
Heredia, Costa Rica
Closing date
Jul 26, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
LSEG's People Operations team is on a multi-year journey to improve the colleague experience through efficient, scalable, technology-enabled operational processes and services throughout the colleague lifecycle.

Reporting to our Senior Manager, People Services, you will play a critical role in these efforts by helping to transform our current state processes across the Americas and to build out an HR shared service team.

You will collaborate with People Business Partners, COEs, Payroll, and other key to partners to ensure operational excellence in delivery, and issue resolution, of day-to-day People operations, ensuring that the colleague experience is at the forefront of everything you do.


You will lead and coordinate the work of a team and will be responsible for operational delivery across a broad range of critical colleague lifecycle processes such as onboarding, benefits administration, immigration, absence management, offboarding, etc, ensuring that all processes are performed accurately and within defined SLAs.

In coordination with our People Operations Global Capability Center, your team will provide support at all stages of the colleague lifecycle to LSEG's roughly 3000 colleagues across the Americas, with particular involvement in those processes which are time sensitive/time zone dependent, or which require local language support.

You will serve as the primary point of escalation point for both day-to-day issues and more complex operational problems across the Americas. Where issues arise, you will perform root cause analyses, recommend process improvements, and will coach members of your team to prevent similar issues from occurring in future. You will also raise issues to the COEs or external parties where needed and see those through to resolution.

As we scale our People Operations target operating model, you will be responsible for hiring new members of the team in Costa Rica, training them on our processes, and onboarding them to LSEG's values and our ways of working.

You will assist with drafting and keeping up to date SOP documentation for HR Operations processes across the Americas, as well as putting forward recommendations for process improvement.

You will also provide input into and participate in projects related to our ongoing transformation efforts within the People Ops team. To that end, you and members of your team will perform user acceptance testing where required when new processes/systems are introduced.


5-10 years of prior experience in HR Operations, preferably in a global HR shared services environment

Prior experience managing direct reports, with a demonstrated capacity for effective performance management, as well as a proven track record of leading impactful teams

Previous experience standing up an HR shared service team and/or participating in HR transformation/organizational change initiatives

Fluency or professional working proficiency in English

A dedication to continuous process improvement and a passion for ensuring a positive colleague experience

Prior experience with Workday and ServiceNow or other HRIS and case management tools

A solid understanding of HR policies and procedures, with experience of providing advice on complex transactional HR issues to various internal and external partners

Exceptional integrity, dependability, and follow-through

An ability to develop and maintain excellent working relationships with colleagues and customers at all levels

Strong analytic, consultative, and collaboration skills

An ability to recognize and deal appropriately with sensitive and confidential information

Strong communication skills (both written and verbal)

An ability to work under pressure, juggle multiple competing projects, and to meet tight deadlines

Resourcefulness and a demonstrated ability to successfully navigate a highly matrixed, global organization

Self-motivation and a willingness to learn

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.

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