Manager of Order Management

Manager of Order Management - LCC

Job Description

Manager of Order Management – LCC is responsible to lead a function of approximately 50 staff with direct responsibility for order preparation, order management and billing for a designated group of segment customers within the Sales Order Management. The role is expected to work in EMEA / AMERS time zone to better support the team as well as stakeholders and is based in Manila. This position reports to the Head of Order Management, LCC.

Essential Day-to-Day Responsibilities:

• Lead the Order Management teams for the LCC team in close partnership with the Sales and Account Management(SAM) team.
• Set annual department goals and ad-hoc targets to support company goals and track them for delivery.
• Work with team leaders and knowledge specialists to ensure that team members have the appropriate training/information to perform to required standards.
• Manage customer queries and communication in a professional and service-minded manner
• Manage the team to ensure that customer’s requirements are met - manage team meetings; discharge actions in a timely manner
• Show continuous improvement mindset to improve the process, systems and tools including partnering with the support functions to remove the obstacles.
• Ensure effective performance / feedback mechanisms are in place to continually track and improve performance across the team.
• Escalate critical delays to internal groups and any issues to management as appropriate
• Ensure that agreed volume, service and quality targets are met.
• Work with Senior and Process/Compliance managers to ensure that team members have the appropriate training/information to perform to required standards.
• Managing, Mentoring, Coaching and Performance Management of Team leaders including Team leaders effectively resolve the order processing & quality related issues on a timely basis to avoid lager impacts
• Increase usage of Emerging technologies within the team including Question & Answer Service (QAS) both internally and amongst customers
  
  

Scope and Impact

• Lead a team of 50+ Order Management staff, including 4-5 Team Leaders.
• Build and maintain relationships with stakeholders in SAM, Finance, Billing & Collection and others.
• Overall responsibility for performance and results of direct and indirect reports.
• Drives or supports large scale projects impacting internal teams and external customers.
• Spends all or large proportion of time managing team, rather than doing more involved aspects of work done by team members.
• Balances team resources to optimise performance.
• Improve employee engagement.
  
  

Required Skills:

• Able to demonstrate a continuous improvement mind set
• Experience in managing through significant business changes
• Ability to lead a team independently with minimal support from senior management
• Ability to communicate at all levels and work as and manage a team Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team.
• Excellent interpersonal skills with a willingness to share knowledge and expertise
• Able to perform effectively under time pressure and to meet strict deadlines
  
  

Education:

• University degree and/or professional qualification or relevant work experience preferred.
  
  

Desired Skills:

• About 4 to 5 years of managerial work experience including managing team leaders of which around 2-3 years of experience in the Order to Cash/Customer Service processes.
• Understanding of order management and billing process within Thomson Reuters
• Solid understanding of relevant markets, customers, and Refinitiv products.
  
  

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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