AVP, Regional Head of Customer Delivery

☞ NASDAQ

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Update day: 02-06-2024

Location: London

Category: Consulting / Customer Service

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Job content

Innovation is the driving force of the global economy. At Nasdaq, we embrace technology, data and insights that have the power to transform market participation, unlock greater access to capital and
ensure the integrity of global markets. We are building the financial system of the future. And, in doing so, we are advancing economic progress for all. We believe our culture is our secret ingredient – it’s what makes Nasdaq special and why so many have chosen to build their careers with us.
(You can find out more about us here:
https://www.nasdaq.com/about
)
Division Overview
Customer Delivery is an integral part of Nasdaq Fintech growth and success. This division’s mission is to continuously enhance the Nasdaq Fintech Customer experience in how they consume the Nasdaq Axiom, software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating us from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.
Team and Role Overview
The Director, Regional Head of Customer Delivery, Regulatory, is responsible for contributing to the business growth of the company by managing an expanding services business and the associated team within EMEA .This is also with respect to both increased new services and education bookings through the timely, effective delivery of services contracts resulting in a profitable services business and satisfied customers across the Regulatory reporting (Nasdaq Axiom) product lines. This position reports directly to the Regional Head of Customer Delivery EMEA
Responsibilities
  • Lead and manage teams of Services professionals responsible for scoping, designing, and implementing Nasdaq solutions across the region utilizing services best practices
  • Meet or exceed customer expectations by ensuring team members accurately scope, assess, and deliver solutions that address the client’s business requirements within the "Scope of Work" agreed to by the company and the customer
  • Responsible for aligning with portfolio directors, and coordinating CD resources to ensure that services engagements are accurately scoped and client expectations are managed such that client satisfaction is achieved
  • Create and execute a growth plan including a strategy to build, manage, and burn the backlog in order to attain revenue goals, as well as continued attachment of professional services to new product contracts and organic growth of the services run rate business within the existing local customer base in order to attain bookings goals
  • Execute and fine tune the regional transformation plan
  • Manage the entire business for the area, ensuring financial objectives are achieved and expenses are within budget
  • Accurately forecast monthly and quarterly bookings and revenue
  • Partner collaboratively with portfolio directors, actively participating in the sales account planning and pipeline management planning activities to assist in identifying new and follow-up Services and Education opportunities
  • Ensure contract business terms do not expose the company to unreasonable risk and provide the capability to achieve target margins
  • Interact with staff, customer, and internal departments as necessary to escalate implementation issues, with the purpose of timely and effective resolution
  • Ensure managers collaborate with the Resource Management team to ensure appropriate and consistent assignment of all applicable staff, enabling each to obtain billable utilization targets
  • Ensure all staff adhere to the timely execution of operational processes, including timesheets, expenses, and project reporting. Ensure each team member responsible for time approval reviews each entry for accuracy, then approves in a timely fashion
  • Ensure all staff adhere to company policies of Code of Conduct/Ethics, Security, and any required training available at LMS
  • Develop and mentor staff by guiding their learning in conjunction with the strategy and direction of Nasdaq’s Product and Services businesses
  • Ensure that customer expectations are aligned with scoped deliverables prior to the initiation of all engagements
Skills and Requirements
  • Minimum 10 years in professional services consulting of which 5 years is within management, with experience in capital markets and/or regulatory solutions for financial industry preferred
  • Previous experience developing and executing a business plan resulting in growth
  • Previous implementation experience with mission critical systems
  • Prior employee management and project/program management experience
  • Strong business knowledge is required to properly communicate with team members and customers on behalf of the company
  • Must demonstrate the ability to apply sound judgment to any situation and negotiate the best outcome for all involved parties
  • Must be able to mentor and manage individuals in a positive and constructive manner, contributing to their overall development as an employee
  • Understands the complexity of software implementations as a result of previous personal experience and apply past experience to assist current team in achieving their objectives
  • Record of leadership in a global, remote, team-oriented environment, working well in a fast-paced environment, and meeting multiple, concurrent deadlines
  • You are an effective team player, naturally looking beyond your own area/organizational boundaries to consider the bigger picture and/or perspective of others and build trust-based relationships with leaders and employees across Nasdaq, applying cultural sensitivity.
  • Experience effectively managing a P&L
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
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Deadline: 17-07-2024

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