We are looking for a Customer Support Manager, who will lead a dedicated group of support analysts to ensure seamless customer experiences. Your role involves overseeing day-to-day operations, fostering a collaborative environment, and implementing strategies to enhance customer satisfaction. As a key player in our organization, your leadership will contribute to the company's growth and success. This role is crucial to our company's commitment to delivering outstanding customer service. As the Manager, Support, you will play a pivotal part in shaping the customer journey, driving excellence in support services, and building strong relationships with our clients. Your leadership will directly impact our brand reputation and customer loyalty, making this role integral to our continued success.
Key ResponsibilitiesOversee the execution of services and professional development of a segment of directly-reporting staff within ION Corporate's support operation. Establish the protocols, performance measurement, and success criteria for their direct reporting staff, aligning to the strategic objectives outlined by senior support management. Drive the team culture of customer service and establishes programs to motivate staff. Review service and KPI metrics with team leadership, including ongoing trends and team/individual throughput. Establish training programs and oversee the product and support operation competency of staff through individual checkpoints. Perform formal performance measurement processes in accordance with company management standards. When necessary, execute performance improvement plans and/or disciplinary measures with staff. Mentor and coach staff towards development and career path. Act as escalation point for any challenges within the support structure, include both internal management and/or client management engagement. Ensure company polies are understood and drives team alignment through regular staff meetings. Provide company updates on important topics and generates scheduled reports (KPIs and activity) for senior management review and consumption.Emphasis on people and work managementOversee work assignments, quality, performanceBalance's location workload and coverage for the teamPartial allocation to case work (to 50% of time allocation)Manage case escalation and customer feedbackManage 8-12 staff in near proximity across productsDevelopment of team skillsets, coverage matrices, and programs to address gapsConduct career management and mentorship for staff to support professional development for staffEstablish, monitor, and align staff objectives to management strategyPerformance monitoring and policy enforcementKPI (Key Performance Indicator) implementation and deploymentGlobal collaboration with regional managers of support operations teamOrganizing and leading team meetings and eventsInteraction with management of various functional areas throughout ION productProviding presentations covering Support Group procedures and best practicesMaintaining regular touch points with clients for relationship building and collaborationConduct, review, and respond to client surveys and derive improvement plans for optimal client satisfaction.Perform quality checks on casesStaff recognitionRequired Skills, Qualifications and ExperienceStrong knowledge of running day to day operations of a Support Group in a financial or commodity related field as requiredExperience developing and maintaining client relationships requiredStrong knowledge of the Software Development Lifecycle requiredExcellent written and verbal communication skills requiredStrong organizational skills and ability to multi-task in a high-pressure fast paced business environment requiredStrong background of managing challenging client feedback requiredKnowledge of ION Corporate application(s) requiredKnowledge of finance or commodity terminology requiredStrong problem solving and analytical skills requiredStrong people management skills (coaching, conflict, resolution, mentoring).Bachelor's degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred. Master's degree preferred.8 + years of technical or functional product support experience or comparable in a financial or commodity related field, 5 + years of management in a client-facing support operation About us We're a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we've achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
• Over 2,000 of the world's leading corporations, including 50% of the Fortune 500 and 30% of the world's central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world's leading banks and broker-dealers use our electronic trading platforms to operate the world's financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,
Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision .
ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
#J-18808-Ljbffr
