Senior Manager, Sales Order Management, COE

Directs and coordinates support function within Order Management, leading a team of leaders in COE function. This role will include handling staff, providing leadership and expertise to their team, meeting targets for MTTR, Case Volume Reduction, Incident Reduction, driving efficiency, meeting service levels, and achieving relevant role-based performance objectives.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Leads the support functions within Centre of Excellence globally in close partnership with Order Management, Technology, Frontline helpdesk functions, SAM team, Escalations, Workflows and Service Delivery teams
• Setting annual department goals in alignment with DSO/GSO and progressive targets on quarterly basis to support company goals and supervise them for delivery
• Works with team leaders, managers and knowledge specialists to ensure that team members have the appropriate training/information to perform to required standards using Skills Matrix and Learning Framework
• Introduce Citizen Development Program and create framework to upskill talent & wider SOM team with respect to RPA, Python, SQL, Power Apps, Power BI etc
• Embed QAS, Write Right within COE and Improvise documents to drive QAS usage and accuracy
• Lead and deliver Rules Engine Project to introduce proactive monitoring for improving data quality
• Consolidate Entitlement Desk across Risk and Other products
• Set Up Service & Quality team within COE Management to drive quality aspects for the department
• Lead and partner with team managers, service lead, enablement consultants on reducing Entitlement Lost Cases
• Own and drive tactical and strategic solutions partnering with Engineering teams with regards to Thematic Analysis carried out on Systems/Technology.
• Support Strategic Programs like CPQ Migration, BON to RTO, Beacon, Billing Accuracy improvements and E-commerce
• Drive Improvements on Billing & My Account Teams working closely with Workflows and Dev team to live the vision of Self-Service Capabilities and Chat Bot
• Handles customer queries and communication in a professional and service-minded manner ensuring that resolution is provided even if not directly within own brief
• Shows continuous improvement approach to improve the process, systems and tools including partnering with support functions to remove the obstacles, remove waste and non-value add tasks, create capacity - Using FMEA, Value Stream, Deep Dives etc.
• Ensures effective performance / feedback mechanisms are in place to continually supervise and improve performance across the team
• Leads, Mentors, Coach and partners to effectively resolve the order processing & quality related issues on a timely basis to avoid lager impacts.
• Engage top talent within COE into site-wide or order management wide initiatives
• Uses Risk management processes to mitigate issues to reduce exposure
• Monitor, track, document and report Risk Events on a regular basis to improve risk awareness and appropriate documentation

SKILLS AND PROFICIENCY

• People management - Leads and handles people, holding responsibility for motivation, attraction, retention and performance management.
• Customer management - Builds trusting relationships with internal and external partners (including customers) to understand their drivers and ensure delivery of positive outcomes.
• Operational Improvement - Identifies opportunities to improve efficiency while providing detailed analysis to optimize cost effectiveness.
• Change Enablement - Uses a systematic approach to deal with change, transition or transformation of an organization's goals, processes or technologies, implementing strategies for effecting behavioral and cultural change, controlling change and helping people to adapt to change.
• Customer Centricity - Demonstrates a customer-centric approach to explore business challenges, developing tailored solutions and providing trusted advice.
• Client industry knowledge - Leverages knowledge of clients and the wider industry to provide maximum value to our clients.
• Critical thinking - Develops a broad view of the role and its mission to innovate through analysis of issues and trends and how these could be linked to responsibilities, capabilities and potential growth of the organization
• Business approach - Ensures a way of thinking which involves seeing problems as opportunities and then turning those opportunities into business.
• Communication - Communicates with clarity and precision, presenting sophisticated / technical information in a concise format that is audience appropriate.
• Decision making - Selects between two or more alternatives proficiently by collecting information to reach the best outcome in the shortest amount of time.
• Issue management - Handles customer concern at all levels so that incidents and problems are dealt with.
• Risk management and mitigation - Uses appropriate methodologies, tools and techniques to identify and evaluate the organization's risk exposure, mitigating and leading against unacceptable risks.

 Qualifications & Experience Requirements

• Experience in Sales Order Management, Order to Cash support functions with in-depth knowledge of CRM systems and Billing Systems preferred
• Manager with 3 plus years of experience in the current role

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.

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