Implementation & Onboarding Manager

Locations: Chicago
ID: 13906

Description

CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) is the world’s leading and most diverse derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day – whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 2,500 employees located around the world, we’re small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.

The Implementation Manager is responsible for managing the daily operations of the Implementation Team. Responsibilities include interviewing, hiring and training staff; planning, assigning and directing work; coaching and evaluating staff performance and resolving staff and operational issues. The primary focus of the team is facilitating customer onboarding and registration (access and entitlements) and leading user administration training strategy and efforts. The Implementation Manager is responsible for developing policies and processes for the team to ensure compliance while also monitoring performance to ensure adherence. This role will liaison with other departments to ensure processes remain congruent across teams and regions. The individual will proactively manage the department to identify trends and lead implementation improvement initiatives to improve overall service delivery; in turn, the Implementation Manager will act as the primary point of contact for various levels of management for customer onboarding access and entitlement activities.

Responisbilities:

  • Manages the daily operations of the Implementation team and works in conjunction with other departments to improve the level of service provided and delivering quality customer support for access and entitlement-related implementation activities; consistently monitors the performance of access and entitlement requests that are facilitated by the Implementation Team and regularly reports results to stakeholders
  • Oversee the management and execution of all new Firms through the CME Group Self-Service Agreement process
  • Updates and develops own, and team, knowledge through training and education; sets team and individual goals to meet and exceed internal and external customer expectations
  • Maintains, and ensures staff retain, up-to-date knowledge of products and services; at times, may be required to manage execution of access and entitlement-related implementation requests
  • Assists with development of user training methodology and routinely monitors and reports on results of training efforts; partners with other department stakeholders to improve techniques to help further drive customer adoption of CME Group self-service tools
  • Communicates regularly within the organization both vertically and horizontally on implementation-related activities; facilitates meetings and represents the Implementation Team in internal and external enterprise meetings
  • Enable an environment of continuous improvement among Implementation Team staff; track and analyze the business for opportunities to improve access and entitlement-related activities; conducts quarterly meetings with other department stakeholders to review the access and entitlement implementation process and continuously collaborate on areas of opportunity to improve the overall onboarding process as the business continues to evolve
  • In some instances, the Implementation Manager may be required to travel to other CME Group offices or customer locations to represent CME Group’s commitment to customer satisfaction
  • Other duties as assigned


Requirements:

  • Proficient in Microsoft Office as well as technical abilities to learn customer relationship management tools and applications.
  • Help Desk Institute (HDI) certification a plus
  • 6-10 years’ practical experience managing a customer onboarding or implementation team in a technology services business. Support customers from multiple countries in a 24/7 environment.
  • Proven experience with building and managing relationships with Sales and Account Management staff.
  • Excellent leadership, management and communication skills with a demonstrated history of motivating others.
  • Extensive experience with managing projects and processes with a demonstrated record of continuous improvement.
  • Excellent communication skills with vertical and horizontal levels of an organization.
  • Demonstrate ability to deal with ambiguity.
  • Understanding of best practices to help with development of risk mitigation policies, security requirements, and for access to support CFTC and SOX requirements.
  • Bachelor’s degree or equivalent work experience preferred.
As the world’s leading and most diverse derivatives marketplace, CME Group (www.cmegroup.com) is where the world comes to manage risk. Based in Chicago, with offices in New York, London, Singapore, Calgary, Houston, São Paulo, Singapore, Tokyo and Washington D.C., our team of more than 2,500 employees has an impact on the global economy every day. We offer:
 
  • The widest range of global benchmark futures and options available across all major asset classes;
  • The most advanced trading technology;
  • Industry-leading clearing and risk management capabilities;
  • A relentless customer focus, serving leading investment and commercial banks, hedge funds, proprietary trading firms, pension funds, sovereign wealth funds, asset managers, corporations and individual traders; and,
  • A great place to work.
 
With this strong foundation in place, we are looking to continue growing our business in both listed and over-the-counter markets. To support this growth, we are seeking highly motivated individuals to help foster our corporate culture and uphold our core values of leading with conviction and integrity, advancing the global economy, building lasting relationships and acting with ingenuity every day. 
 
We hope you will consider joining our world-class team.


 

 





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