Responsibilities:
- Individual contributor who works on client issues (for both Production, UAT problems of the application) to make sure they are analyzed accurately and come out with solution recommendation in a timely manner
- Maintain and help improve the customer service support model that is aligned with our strategic priorities with FXL product
- Partner with development, product, application support and operational teams to ensure detailed execution of service
- Lead initiatives to scale the customer service organization to meet the growing needs of the business
- Craft, measure and exceed service standards and key performance metrics
- Run quality of service metrics to ensure a premium-quality customer experience
- Identify product roadmap opportunities through client interactions and build feedback loop for Product Management
- Work with technical support/Help Desk and Operations groups to meet daily SLAs between Broadridge's systems and Clients' systems
- Establish critical metric in terms of customer service/happiness and work towards exceeding the goals by 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
- Ability to travel in order to meet client obligations as applicable
Qualification:
Should have 3-6 years invalidated experience in support organization
- Should have knowledge on brokerage processes, Foreign exchange & Cash management (Capital markets knowledge - Fixed income, Equities is a plus) and should have good understanding on how customers use the product
- Should have Technical experience including writing Queries, trouble shoot/debug code, understanding on technical infrastructure/components
- Should have understanding on .Net & Java technologies
- Ability to multi-task and work efficiently under pressure with careful attention to detail
- A self-starter with excellent verbal, written and presentation skills