Client Services Product Support Manager (Hyrbid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

A market leader in providing financial solutions to global markets is seeking a highly experienced and self-motivated Client Services Product Support Manager to oversee the delivery of Production Support services for Broadridge's Corporate Actions product (Astrid).

This role has direct responsibility for managing the Level 2 (L2) Production Support team across North America, while engaging with multiple internal and global teams. The position is heavily client-focused, ensuring service excellence through the delivery and continual improvement of agreed Service Level Agreements (SLAs) across multiple clients.

The successful candidate will act as a liaison between clients and Broadridge's technology and operations teams, ensuring smooth collaboration, timely issue resolution, and exceptional service delivery across a diverse array of technologies, including Cloud platforms, Windows, and UNIX environments in multiple datacenters.

Key responsibilities also include collaboration with development, QA, DevOps, client delivery, and shared technology services teams, creating a seamless client experience and driving service improvements.

Key Job Functions/Responsibilities

• Service Delivery & Client Management
  • Manage all aspects of production services within the Broadridge service delivery model across multiple clients, covering Service Reporting, Incident, Problem, Change, Event, and Monitoring management.
  • Ensure services are delivered in alignment with or exceeding defined Service Level Agreements (SLAs).
  • Act as a primary point of escalation for clients, effectively managing priorities and expectations across multiple accounts.
  • Liaise with core development, implementation/project, infrastructure, corporate IT, and governance teams to resolve issues and ensure seamless service delivery.
  • Build and maintain strong, trust-based relationships with internal teams and external clients, serving as a credible and reliable partner.

• Service Quality & Continuous Improvement
  • Lead and coordinate service improvement initiatives with both local and global teams.
  • Drive continual enhancements to the quality, reliability, and consistency of services across all locations and delivery teams.
  • Perform risk analysis, proactively addressing client concerns before they escalate.
  • Identify and implement opportunities for process optimization and enhanced service outcomes.

• Leadership & People Management
  • Manage and motivate remote and cross-functional teams across multiple time zones.
  • Provide strong stakeholder management at senior levels, acting as a key escalation point internally and externally.
  • Demonstrate proven leadership in resolving conflicts quickly and maintaining team cohesion.
  • Coach and mentor team members, fostering professional development and building talent pipelines.
  • Set clear expectations and cultivate a culture of accountability, quality, and continuous improvement.

• Skills & Competencies
  • Strong organizational and planning capabilities to manage shifting priorities effectively.
  • Clear, concise communicator with excellent written and verbal skills.
  • Skilled negotiator with the ability to influence decisions and achieve conclusive resolutions.
  • Demonstrated critical thinking and problem-solving skills, including effective risk assessment and escalation.
  • Resilient, flexible, and effective under pressure in fast-paced, high-demand environments.

• Bachelor's degree required, preferably in Information Technology or a related discipline.
• Minimum of 10 years' experience in a business/client-facing support or service delivery role, ideally within the Financial Services or Technology Services industry.

• Extensive experience in business and client-facing Service Delivery / Support management roles.
• Beneficial: Knowledge of the asset servicing lifecycle with strong expertise in corporate actions.
• Demonstrated experience with Cloud Solutions and managing technologies across multiple global datacenters.
• Proficiency in Incident, Change, Problem, and Service Management processes and tools (e.g., ITIL framework).
• Strong stakeholder engagement skills with the ability to build trust, manage escalations, and deliver continuous service improvements.

• Exceptional verbal and written communication skills, with the ability to engage effectively across diverse audiences.
• Proactive self-starter, skilled in managing multiple tasks and adapting to shifting priorities in fast-paced environments.
• Strong critical thinking and analytical problem-solving abilities, with a focus on practical solutions.
• Meticulous attention to detail, combined with a delivery-focused mindset and proven client-facing expertise.

• An appreciation of ITIL either with/or a service delivery background.
• Knowledge of AWS, C#, Java, and front-end technologies (Desktop and Web-based), SQL and PL/SQL.
• Remedy and Jira toolsets.
• MS Office suite (Excel, Word, PowerPoint, Visio).
• Some experience working with AI.

• Highly motivated and delivery-focused, with a strong drive to maintain client value and ensure production stability.
• Professional and composed in interactions with clients and stakeholders, demonstrating strong interpersonal skills and credibility under pressure.
• Ownership-driven, taking accountability for outcomes and showing initiative in problem-solving.
• Continuous improvement-oriented, eager to identify opportunities for efficiency, innovation, and process enhancement.
• Collaborative and adaptable, able to work effectively with team members, manage competing priorities, and deliver results within deadlines.

• Employment verification
• Education verification
• Credit inquiry
• Canadian criminal record check