Associate Client Services Manager

September 7

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Trusted technology partner for the financial sector

Information Technology • Disaster Recovery and Business Continuity • Cloud Services • Financial Services • Hedge Funds

201 - 500

Description

• Responsible for operational and strategic management of the Client Service Engineering team. • Follow up and pursue support requests for CSEs. • Respond to urgent client needs and coordinate responses. • Lead annual client documentation audit. • Assist with managing client coverage assignments. • Work with ITCs for scheduling of the CSE team. • Assist with ensuring dispatch portal is kept accurate. • Grant ITG permissions for CSEs going to new clients. • Assist with documenting staff performance for annual reviews. • Use third party resource provider’s interface to schedule support. • Work with automation to ensure failed OS updates get assigned to CSEs. • Provide guidance to the regional CSE team for client issue escalations. • Build and manage support Pods. • Lead teams to improve RFA’s services and operations. • Review staffing and workload schedule for department. • Collaborate with other teams such as projects and service desk. • Show good judgement with conflict resolution. • Meet with clients to discuss CSE requirements. • Help manage training and orientation process of New Hires. • Coordinate and assign all support tickets across departments. • Update databases for technical Client support. • Work with US client services manager for client service maintenance. • Monitor productivity and time processes for the US CSE group.

Requirements

• Bachelor’s degree or equivalent level of experience. • Substantial experience from a technical background • Practical experience of working in an ITIL environment. • An understanding of Cloud technologies. • Be able to use Office applications to a high standard. Eg Excel, Teams and SharePoint. • Good understanding of existing system programs and capabilities. • Good understanding of RFA policies and procedures. • Financial industry experience, esp. Alternative Asset Management (Hedge Funds, Private Equity, FoF) and/or Trade Desk support experience. • Experience of Connectwise • Experience of PowerBi • ITIL Certified • Knowledge of IT Portal or other Knowledge base experience