Global Application Support Manager
As Global Application Support Manager , you will ensure industry-leading front-line support for a global client base, leading and growing a global team of support experts while creating a service management framework that meets the unique geographical, operational, and service delivery challenges of LayerOne, both internally and externally.
It is critical that applicants have financial markets experience and application-level expertise in Order Management, Portfolio Management, Risk Management, Treasury, Operational, and/or Accounting systems. Knowledge of financial markets instruments is also a must. Our platform supports clients trading in Equity, Fixed Income, Interest Rate, Currency, Liquid and Distress Credit, Mortgage, Cyrpto, and other markets. Successful candidates will have working knowledge of multi-asset-class system functionality.
What you will be doing:
- Maintain ultimate responsibility for all our customer support flow, providing white glove service through timely and effective intake, management, and resolution of all customer queries
- Lead, manage, and expand a team of dedicated support staff located across the globe
- Develop and execute a strategy to scale and optimize the current support model to accommodate a rapidly growing, diverse client base across several continents
- Drive change and lead continuous service improvement initiatives to enhance the client experience, utilizing international industry standards and best practices
- Support, advise, and mentor direct reports as they each establish and drive new levels of performance and client satisfaction
- Develop and maintain service delivery knowledge base, FAQs, tutorials, help guides, and other educational and training materials provided to end users
- Collaborate with senior leaders and internal departments such as Technology, Product, Implementation, etc to increase visibility and communication as well as the delivery of exceptional solutions for clients
- Promote a culture of continuous learning and develop a flexible workforce through senior-level agile leadership
- Stay informed of relevant industry and regulatory changes impacting service management and reflect changes as needed
- Perform reviews and provide regular feedback to the support team and individuals
What you will need:
- Bachelors Degree in IT, Computer Science, Engineering, or a related technical field
- 5+ years experience leading technical customer support in a fast moving environment with a global presence, preferably in a Financial Services setting
- Experience supporting commercial EMS, OMS, PMS, Risk, and/or Accounting systems
- Customer-first attitude with superb written and verbal communication skills
- Experience managing a global team with the ability to get “hands on” when required, leading by example
- Excellent problem solving skills with a strong, proactive solution mindset
- Capable of setting strategic direction and encouraging others to deliver results to achieve that strategy
- Strong sense of accountability for the quality and results of the support team
- You have a continuous improvement approach and encourage and enable an agile way of working to deliver solutions for clients
- You promote a culture of learning and agile operating model
- Adept at managing multiple projects/initiatives (strong attention to detail and the ability to handle several tasks simultaneously)
- Results oriented and innovation minded
- Effective interpersonal and communication skills with an ability to switch seamlessly from strategic thinking to detailed analysis depending on subject and audience
- An influencer and motivator
- Appreciation of cultural differences globally
Originally posted on Himalayas