Sr Manager-Customer Service

Hiring for a leading Post Trade activity platform provider

Manage team of 25+ who will be in charge of day-to-day support for clients
Ensure that
- all clients requests and/or issues are resolved as per the defined SLAs
- the required support service level is always met
- the team is complying with internal procedures and controls set for each client
« Assign and prioritize HYD team's workload.
" Actas a senior client relationship manager and a 1st escalation point for clients.

«Ensure clients’ entire satisfaction and maintain sound client relationships (regular check-ins,
meetings/follow-ups, gathering feedback/wish lists).

« Understand clients’ setup, workflows, pain points to pro-actively anticipate on their
current/future business needs.

«Analyzing recurring problems and areas for process improvement to develop further
operational efficiencies

* Coordinate with onboarding team to prepare for smooth transition of new clients when
they go live.

" Get involved in ad-hoc projects and initiatives based on the business needs

« Drive HYD team's contribution to the global team's goals and the company's objectives

« Set goals, communicate expectations, and facilitate career development for staff members.
 What you'll need:

12+ year experience in the investment management support functions (middle-back
office/fund administration/FinTech-support).

Experience in managing people is also a must.

Performance-driven mindset with successful experience in executing and delivering high
quality services.

Client facing experience in a service-oriented capacity

Developed sense of priority management and critical thinking

Ability to make sound decisions and to give directions under pressure and/or tight
deadlines.

Aptitude to monitor various and multiple tasks simultaneously

Excellent Communication skills (internally with stakeholders and with clients)
Operational hands-on manager who leads by example

Capacity to train/mentor/motivate others.