Manager, Customer Engineering Administration

Location

Hyderabad | India

Job description

Job Description:

Job Purpose

The Customer Engineering (CE) team is responsible for the provisioning and delivery of network infrastructure and market data services to ICE & NYSE clients across 27 countries worldwide. The CE team provides a key technical function within the Network Engineering organization and is responsible for liaising with ICE Global Network High Availability, Wireless and Low Latency customers to deliver and support connectivity solutions. 

The core purpose of the CE team is to deliver all services as expediently as possible, while: 

• Ensuring provisioning errors are kept to the absolute minimum.
• Support issues are resolved promptly.
• Clients are afforded the highest level of service.
• Billing is initiated promptly and accurately to minimise revenue loss or credits.
• Maintaining frequent and accurate communication and updates to clients and peer teams.

Responsibilities

The Customer Engineering Admin Manager plays a critical role in the management and oversight of the day-to-day activity of their regional team. Ensuring team members can perform to the best of their abilities. The Manager will proactively work to remove obstacles that may inhibit team members from achieving this objective while ensuring an inclusive and collaborative environment both within CE and the wider ICE organization. 

The Customer Engineering Admin Manager will be self-motivated and have a passion for service improvement and strong customer service focus. The ideal candidate will have experience in direct and virtual team management; understanding of general market data policies; network service delivery processes, billing process and systems, invoice management, interpreting and processing data.

• Manage team’s day-to-day activity
• Ensure billing is carried out promptly and accurately
• That errors and credits are kept to an absolute minimum
• Produce and maintain reports to track and monitor team performance and workflow
• Build, implement and maintain procedures for existing and new product rollouts
• Oversee and execute projects/procedures to drive increased operational efficiency in both new and existing workflows
• Manage the preparation and distribution of team projects and assignments
• Ensure team works to strict standards and compliance requirements
• Detect, identify, and resolve sales, order issues that arise
• Monitor team quality and ensure team members follow process to ensure team targets are met and exceed and maintain team performance reporting though ServiceNow analytics reports, to identify hotspots and potential issues before they arise
• Lead, support, and/or participate in cross-departmental projects as required
• Foster an inclusive and collaborative team environment, though coaching and mentorship

Knowledge and Experience

• 7+ years of relevant work experience (Billing, Order flow, Contracts, invoicing)
• General understanding of financial markets, network services and market data delivery and data approval rules
• 2+ years of direct management experience
• Strong Microsoft Office skills; especially Excel 
• Thoroughness, attention to detail and the ability to think and work both independently and within a team environment
• Service oriented toward both internal and external clients.
• Strong organizational, prioritization and time management skills
• Project Management experience a plus
• Good written, oral, interpersonal, and presentation skills with the ability to interact with all levels within an organization
• College or University degree required

Schedule

This role offers work from home flexibility of up to 2 days per week. 

Job tags

Salary