Customer Service
info@cmegroup.com
800-331-3332 or 312-930-2316
Job Openings
Job Description
Job Title
Manager External Communications
Job Category
Operations
Job ID
12855-CN
Location
Chicago, IL
Schedule
M-F 8-5
Description
Provide accurate, timely and informative messages to external Globex targeted messaging and registered contacts, as well as coordinating with GCC Management to update emergency messaging processes and target listings. Ensure electronic messaging reaches the appropriate customer segment for market schedules, system functionality updates and questioned trades to support CME customer service initiatives. Work with team members to analyze statistical data in comparison to market influences, day-to-day operations and events.
- Manage Communications team on 3 shifts to supervise the creation and transmission of concise, consistent emergency or informational messages to registered contacts and targeted messaging groups per GCC standards. Develop messaging team schedule including back ups to ensure adequate coverage for 3 shifts during electronic trading business hours.
- Promote targeted messaging program to expand market segment communications (especially for emergencies) and to better service the end customer by keeping them informed.
- Provide data analysis on customer and system metrics to determine usage, performance and opportunities for service enhancements or automations. Analyze customer and system transactional data to identify trends or anomalies that may affect customer service.
- Oversee daily customer support by prioritizing all gcc@cmegroup.com email requests or inquiries; if necessary escalate to SME to ensure the response to the customer is accurate and expeditious. Ensure all responses are consistent and requests are tracked appropriately. Evaluate requests and recommend changes in communications.
- Manage GCC information on cme.com to ensure information supplied by the GCC is accurate and up to date.
- Execute non-RTH customer registration for customer facing tools (FirmSoft,TeleSTAT) and messaging lists.
- Ensure GCC emergency messaging procedures are up to date and verify that group lists in messaging system(s) are maintained based on customer market segments, CME Group policy and legal requirements.
Requirements
- 3 - 5 years managerial experience mentoring and coaching staff, and administering performance evaluations.
- Bachelor’s Degree
- Certifications in any communications, management or contact center disciplines are a plus
- Excellent communication skills both written and verbal.
- Demonstrate ability to manage multiple complex projects simultaneously.
- Flexible and ability to work in a fast-paced environment and adapt to changing priorities and deadline demands.
Software:
Excel, Visio, Power Point, Access. Working with an email management system a plus
