Director, Saas Operations, Charles River

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm whose customers include the world's top investment management, wealth management, banking, and insurance firms. The Director SaaS Operations positionwill support and deliver services, continuous improvements, and enhance client relationships through monitoring service delivery and identifying opportunities for improvements. It will be responsible for verticals in EMEA within the Operations Functions andthe delivery of key initiatives defined by the EMEA Client Services Director.
**Role and Responsibilities**
Reporting to the Client Services Director EMEA, the role is based in our London or Dublin offices.
This new senior role supports the Client Services Director EMEA, in ensuring the growth, management, and continuous improvement of the EMEA SaaS operations group. It will contribute to the formation of global policy.
It will engage directly and be accountable for aspects of the ongoing relationship with EMEA region clients, maintaining and managing long-term relationships with our customers through active service management
The Operations Director will work closely with the Heads of the various Operations, FIX and Support Teams and **Service Delivery Management **in the region and globally, to ensure that clients are managed through all aspects of their lifecycle with Charles River. This includes building and maintaining an excellent relationship with client, it will partner with ClientManagement, Implementation and Sales to provide a positive experience for our clients.
**Service Delivery**:

- Work to provide Service metrics and analysis as directed by Client Service Director
- Proactively Identify improvement opportunities with the EMEA region to provide evidence to global service development
- Pro-actively intervene to ensure high quality service delivery over a portfolio of clients
- Monitor on-going Service delivery, provide regular reporting
- Enhance Service reporting
- It will own areas of the Service Delivery including FIX, Upgrade Management, Level 1 Support within EMEA and potentially other areas depending on background and interest

**Client Management**:

- Work with the Client management team to ensure on going client satisfaction
- Act as an escalation point for Service issues
- Manage escalations to resolution; for major issues and key clients, take personal ownership of issues
- Participate in Client Service Reviews and take feedback into service design process

**Projects**:

- Work within the Operations structure and with the Implementation and sales teams to support planning of on-boarding new clients and upgrading existing ones with a strong focus on risk management.
- Engage in Early-Stage projects, with Client, Implementation and State Street Alpha partner teams, to explain and define the operations procedures and contribute to planning and project delivery
- **Understand Product Design and Architecture**:

- Batch Processes
- Product Integration
- Data Platform and Services
- Various Available modules and general understanding of each of them
- SaaS Deployments
- **Understand SaaS Procedures and Processes**:

- Ability to provide a high-level overview of SaaS
- Understand start of day and end of day processes
- Provide guidance and recommendations to support teams on Business Processes
- Disaster Recovery and BCP strategies
- **Provide guidance and oversight to Incidents**:

- Coordinate communication across multiple teams during an incident
- Understand RCAs on Incidents and be the single point of contact for incident review and management
- **Technical Leadership**:

- Provide guidance on dealing with technical issues
- Act as a source of ideas and assurance in technical approaches to solution design
- Technical oversight of major incident and resolution

**About State Street**
**What we do. **State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries,we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investments research & trading and investment management to institutional clients.
**Work, Live and Grow. **We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks.You'll have access to flexible Work Program to help match your needs. And our wealth of development programs and educational support will help you reach your full potential.
State Street is an equal opportunity and affirmative action employer.
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