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Service and Quality Lead, Economics

Thomson Reuters Content 1/8/2018 10:23:40 AM Gdynia, Poland
Job Description


You will work for Economic Content team based in Gdynia, Manila, Bangalore, Beijing, London and Washington. In your role you will be responsible for running Customer Support team; reporting on the global team’s service and quality KPIs and communicating directly with Economics Team’s customers (both: internally and externally).In practical terms, that would mean managing directly a global team of 5 specialists based in Bangalore, Gdynia and Manila, acting as a point of escalation for key customers and overseeing metrics reporting process. You are also going to be an active member of Economics Management team, work closely with main Business Stakeholders of Economics Content (from product and proposition perspective) as well as Customer Service.


Our team provides over 8.5 Mio economic indicators from national and international sources used by all Thomson Reuter clients. From general market profiles to very detailed economic indicators – our customers use them all for trend analysis, making long-term investment decisions as well as real-time ones. Service and Quality Lead is on the frontline of high profile conversations with our clients and work closely with proposition teams.


  • Excellent communication skills and leadership qualities
  • Ability to motivate, develop and support staff, including remote employees
  • Ability to work in matrix environment and collaborate within a global team, excellent stakeholders management
  • Data analysis and data mining skills, ability to draw high level conclusions based big volumes on information
  • Experience in direct customer communication using different means (face to face, phone, messaging, mail)
  • Access to Service Cloud and experience in managing similar workflow tools
  • Deep understanding of the customer landscape for Economics data, existing relationships with key stakeholders from Proposition team would be an asset
  • Knowledge and understanding of Economics Content, MoWs and processes would be an asset
  • Out of the box thinking- adaptability to changes in business strategy resulting from evolving client demands
  • Good understanding of internal metrics and KPIs, experience in process excellence will be an asset
  • Ability to translate the perspective of database into final customer experience
  • Customer centrism - strive for bringing the best customer service but also experience in dealing with managing external and internal customers’ expectations


  • Focus on end user-ability to understand the bigger picture
  • Effective communication, ability to deal with challenging conversations
  • Flexibility, open-mindedness
  • Commitment to success
  • Effectiveness and efficiency
  • Logical thinking, organization and self-initiative
  • Good time management, experience in working under time- and result- pressure
  • Pro-activity in taking on responsibility and ownership


  • Leading a group of talented individuals in multiple locations, providing them with guidance on their development and monitoring their day-to-day job
  • Shaping up key performance indicators for the whole global team, making sure they reflect on customer experience
  • Leading communication with clients either as an escalation point or as part of regular conversations
  • Being responsible for team’s deliverables in front of Senior Management, Business representatives and customers
  • Managing team’s everyday operations
  • Acting as a part of a global Economics Management Team; providing sign off  to policies and procedures
  • Working with Business stakeholders on prioritized initiatives

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Req #: JREQ096318
Locations: Bangalore-India|Bangalore-India|Manila-Philippines|Gdynia-Poland
Job Function: Content
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