Broadridge is hiring! We are looking for a Manager of Client Support to join our growing Global Service Delivery team. We need someone to provide overall strategic direction for Business Support of capital market office products and optimize the way Broadridge services clients.
Are you able to drive productivity efficiency? We are seeking someone who can drive client happiness and transform client benchmarking. If this sounds like you, read below!
Responsibilities include:
Build and implement a customer service support that is aligned with our strategic priorities across multiple BPS products
Review, research, and manage a queue of client inquires and also partner with development, product, application support and operational teams to ensure seamless execution of service
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Craft, measure and exceed service standards and key performance metrics
Establish and articulate a strategic vision, set goals, develop and track/measure results
Handle any production issues that may arise, review post mortems, and anticipate future business changes and actively adapt plans to ensure premium service
Continually assess department structure and craft opportunities for growth and succession planning for the team
* Manage quality of service metrics to ensure a premium-quality customer experience
Qualifications:
10 years of experience in Back office/Front office application build and Level2 or Production support is key
Experience in leading dev or support teams for Reference data, Order management and Trade flow systems a plus
Financial industry experience including technical infrastructure knowledge
Knowledge of JCL, Cobol, DB2, Easytrieve, and/or knowledge on PDX, JAVA, Angular JS, Oracle/MySQL,.NET, good knowledge on monitoring tools (e.g Splunk), JMS and Kafka, Camel, drools, and knowledge on AWS would be added advantage
Knowledge of SQL, XML, IBM, Core Java, JSP, XML, JDBC, Swing, Java 1.8, Oracle 12c, Camel, Spring 4.x, IBM MQ, JMS, Websphere 8.5, Tomcat 8.0, AutoSys, BladeLogic a definite plus
Sufficient knowledge of Broadridge BPS products and applications or the back office business to be able to assist clients and perform research – specifically purchase and sales, margin, and stock record.
* Ability to travel and flexible work hours a plus.