Manager, Customer Trust Operations

Thomson Reuters is seeking a dynamic and strategic leader to manage the Customer Trust Operations Team. This role is pivotal in ensuring our team delivers high-quality responses and fosters strong relationships with both internal stakeholders and customers. The Manager will drive innovation, leveraging technology to streamline processes and enhance customer satisfaction.

About the Role: 

Key Responsibilities:

• Lead and inspire the Customer Trust Operations Team, encouraging strategic thinking and excellence in delivering responses to customer inquiries.
• Develop and maintain strong relationships with internal stakeholders, ensuring alignment and collaboration across the organization.
• Support customer meetings and audit calls, presenting Thomson Reuters' security posture and addressing inquiries with confidence and expertise.
• Identify and implement new ways of working, utilizing technology to automate and improve processes within the team.
• Oversee the development and maintenance of standardized responses and security collateral, ensuring accuracy and completeness.
• Collaborate with domain experts, peers, and business or technology leaders to enhance the customer compliance program.
• Act as a point of escalation for complex customer security concerns, providing guidance and solutions.
• Report on customer feedback and the current state of information security, identifying control gaps and driving remediation efforts.
• Contribute to and achieve business and departmental goals and objectives, fostering a culture of continuous improvement.
• Promote risk awareness and compliance as a subject matter expert, building and maintaining relationships with key stakeholders.
• Encourage the team to leverage automation tools and explore new technologies to enhance research and data population processes.

About You: You’re a fit for the role if your background includes:

• Proven experience in a managerial role within information security, compliance, or a related field.
• Strong expertise in cybersecurity, IT audits, and risk management.
• Industry-related certifications such as CISSP or CISA are highly desirable.
• Excellent communication skills, with the ability to articulate security topics to both technical and non-technical audiences.
• Experience in leading teams and driving operational excellence in a fast-paced environment.
• Strong critical thinking and problem-solving skills, with a proactive approach to identifying process improvements.
• Ability to interact effectively with both technical and business stakeholders, influencing decisions and driving consensus.
• Working knowledge of frameworks such as NIST, SOC2, ISO 27000, and risk assessment methodologies.
• A passion for customer satisfaction and a commitment to delivering high-quality results.
• Join our team and lead the way in building trust and ensuring security for our valued customers!

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.