Team Lead -Service & Quality

The Research & Estimates team within the Company Data group is seeking an experienced and motivated Service Team Lead to lead a team of seasoned Service Resolvers. This is a critical leadership role that combines customer engagement, operational excellence, people leadership, and strategic partnership across the organization. In this role, the selected individual will work closely with customers, Customer Success Managers (CSMs), senior leaders, and key strategic accounts including Nasdaq, Bridgewater, and MSCI. The role offers an opportunity to drive service excellence, improve customer outcomes, identify automation opportunities, and help shape the future of our Estimates data operations. Key Responsibilities Leadership & Customer Engagement Lead a high-performing team of Service Resolvers, fostering a culture of accountability, collaboration,, and continuous improvement. Act as a primary point of contact for complex customer issues and service-related challenges. Build strong partnerships with Customer Success Managers, senior leaders, and strategic clients to support exceptional customer experiences and service delivery. Represent the Production Operations team in discussions and projects that influence process design and operational strategy. Process Improvement & Automation Partner with specialist and technical teams to identify, prioritize, and implement automation and process enhancement opportunities. Drive initiatives focused on operational excellence and process effeciencies. Lead and support multiple projects, process improvements initiatives, testing activities, and UAT execution. Identify trends and recurring themes from customer interactions and transform insights into scalable solutions. Data & Content Excellence Maintain expert-level knowledge of Estimates content, workflows, and data processes. Support issue resolution through detailed root-cause analysis and implementation of sustainable corrective actions. Facilitate content quality improvements and implementation of methods of working (MoWs) that strengthen operational outcomes. Collaborate closely with Service and Quality teams to establish and strengthen quality control frameworks. Reporting & Stakeholder Management Prepare and present recommendations, status updates, performance reports, implementation plans, and service-level metrics. Monitor performance outcomes and ensure adherence to agreed service levels and operational standards. Establish strong relationships with internal and external clients to drive positive business outcomes. Required Skills & Experience Strong understanding of Estimates data, including data flow, data structures, and related operational workflows. Solid knowledge of financial markets, financial statements, broker estimates, and major events impacting publicly listed companies globally. Practical experience with SQL, Python, Power BI, and advanced Excel. Abiity to investigate, manage, and resolve complex operational and customer-related issues.