Manager - Implementation Management

Job Description

We are looking for an experienced and dynamic person to lead a highly motivated team of Implementation Relationship Managers (IRMs) based in Gdynia.

Are you the ideal person who can inspire a team to implement our change programmes and new client implementations?

Role summary:

The role leads a team of IRMs, reporting into the Implementation Management Director, EMEA.

The Customer Implementation Management (IM) team is client facing focusing on BAU, day-to-day implementations, on-boarding and project execution. Implementation Management operate on a client portfolio basis, running and building relationships as well as delivering on business objectives.

The team works on a combination of projects that result from customer won business (sales) and mandated strategic projects and programmes (upgrades and migrations) and comprises of members based both in region and in Gdynia; the role may require some travel due to the location of some of the team members.

As leader of a delivery focused customer-facing team, your role will be to:

Ensure that the right expertise and resources are deployed successfully to provide a consistent and positive overall customer experience.

Ensure that onboarding of new clients, users or new products is implemented professionally and efficiently.

Work in close collaboration with partners throughout Sales and Account Management (SAM), Customer Consulting, Service Management and the wider LSEG organisation

Advocate for client requests; be the voice of the customer

Act as client point of escalation.

Be the go-to person for internal customers with regard to on-boarding activities within your remit.

Ensure your technical orderbook is handled efficiently and lead-time to revenue recognition minimized.

What you'll be doing:

• Ensures Implementation Management team delivers on all key objectives.
• Manages the deployment or resources to service LSEG clients.
• Balances the responsibilities of 'In Market' and remotely located team resources.
• Primary escalation points for internal and external partners regarding product on-boarding and migration activities
• Drives for excellent customer satisfaction results (survey) for all on-boarding activities and projects handled by the Customer On-boarding team.
• Form relationships with key client partners, across the region, sponsor significant implementation projects with the client.
• Build a strong network with all internal clients at the management peer level: Account Management, Customer Success Management, Customer Consulting and Proposition Sales, Technical Implementation teams, Product and Proposition Management, Technology

What you will bring:

• People leadership skills and the ability to mentor and coach a team with varied strengths
• A Growth Mindset and ability to adopt new processes.
• Client facing experience in a sales or product management capacity.
• Ability to think strategically and set direction.
• Ability to inspire change.
• Ability to prioritise and respond to changing priorities.
• Works collaboratively with peers globally within the Customer Implementation and Technical Implementation teams
• Excellent verbal and written communication skills
• Confirmed customer relationship experience.
• Ability to multi-task, prioritize and succeed in a critically important environment.
• Ability to collaborate with teams across all regions to successfully deliver projects.
• Good knowledge of LSEG's product range, internal systems and processes
• Communicate and negotiate with various internal and external customers in German

What you'll get in return:

The chance to work in a dynamic environment with people of with various levels of experience.

A generous remuneration and bonus package in line with industry standards

Inclusive culture with colleagues from over 40 countries with various age, gender, race and beliefs

The opportunity to craft and drive how Implementation Management provides a great experience to our customers.

We recognize that to attract the best talent, we need to be flexible, and we are open to discussing work arrangements with you. We take hybrid approach to workplace; this role is Office First.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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