Manager Support Services

4 weeks ago

London, United Kingdom ION Full time
The Role 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 Responsibilities

Oversee 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 management Oversee work assignments, quality, performance Balance’s location workload and coverage for the team Partial allocation to case work (to 50% of time allocation) Manage case escalation and customer feedback Manage 8-12 staff in near proximity across products Development of team skillsets, coverage matrices, and programs to address gaps Conduct career management and mentorship for staff to support professional development for staff Establish, monitor, and align staff objectives to management strategy Performance monitoring and policy enforcement KPI (Key Performance Indicator) implementation and deployment Global collaboration with regional managers of support operations team Organizing and leading team meetings and events Interaction with management of various functional areas throughout ION product Providing presentations covering Support Group procedures and best practices Maintaining regular touch points with clients for relationship building and collaboration Conduct, review, and respond to client surveys and derive improvement plans for optimal client satisfaction. Perform quality checks on cases Staff recognition

Required Skills, Qualifications and Experience

Strong knowledge of running day to day operations of a Support Group in a financial or commodity related field as required Experience developing and maintaining client relationships required Strong knowledge of the Software Development Lifecycle required Excellent written and verbal communication skills required Strong organizational skills and ability to multi-task in a high-pressure fast paced business environment required Strong background of managing challenging client feedback required Knowledge of ION Corporate application(s) required Knowledge of finance or commodity terminology required Strong problem solving and analytical skills required Strong 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.

  • Female Supported Living Manager

    4 days ago

    London, United Kingdom Creative Support Full time

    Creative Support is one of the largest, national not-for-profit providers of care and support services. We are looking for a Supported Living Manager to manage and run a person centred service in Wandsworth. This is an exciting opportunity to be part of a set up of a new supported living service. You will be supporting tenants with a learning disability...

  • Business Support Assistant

    4 weeks ago

    London, United Kingdom Support Services Leaders Ltd Full time

    We are looking to hire a Business Support Assistant. This is an exciting opportunity to learn and a varied role within the larger Business Support Team. **Main Duties and Responsibilities**: - Business Support for all departments including but not limited to; general back office assistance for Sales & Marketing, Senior Management, and reception - Tracking...

  • Female Supported Living Manager

    4 weeks ago

    South West London, United Kingdom Creative Support Full time

    Creative Support is one of the largest, national not-for-profit providers of care and support services. We are looking for a Supported Living Manager to manage and run a person centred service in Wandsworth. This is an exciting opportunity to be part of a set up of a new supported living service. You will be supporting tenants with a learning disability or...

  • Female Supported Living Manager

    4 days ago

    South West London, United Kingdom Creative Support Full time

    Creative Support is one of the largest, national not-for-profit providers of care and support services. We are looking for a Supported Living Manager to manage and run a person centred service in Wandsworth. This is an exciting opportunity to be part of a set up of a new supported living service. You will be supporting tenants with a learning disability or...

  • Supported Living Manager

    3 weeks ago

    London, United Kingdom Walsingham Support Full time

    Supported Living Manager Work with Walsingham and make a real difference to people's lives Walsingham Support has been operating across England and Wales since 1986. We enhance the lives of people with learning disabilities, autism and other complex needs. We're different because we pride ourselves in putting the people we support at the centre...

  • Head of Service Management Tooling

    1 month ago

    London, United Kingdom Informa Global Support Full time

    Company Description **Informa** is a leading international intelligence, events and scholarly research group. We're here to champion the specialist. Through hundreds of brands and a range of products and services, we connect businesses and professionals with the knowledge they need to learn more, know more and do more. Informa is listed on London Stock...

  • Service Designer Analysis

    1 month ago

    London, United Kingdom Lucid Support Services Ltd Full time

    SC Cleared Service Designer – London/Glasgow – 12 months Digital Services, Data Gathering, Workshops, Analysis, Agile / Lean, JIRA, Confluence, GDS An opportunity has arisen working within Central Government for an SC Cleared Service Designer on an initial 12 month contract starting asap. The Service Designer will engage with cross-functional...

  • Service Designer Analysis

    5 days ago

    London, United Kingdom Lucid Support Services Ltd Full time

    Job Description SC Cleared Service Designer – London/Glasgow – 12 months Digital Services, Data Gathering, Workshops, Analysis, Agile / Lean, JIRA, Confluence, GDS An opportunity has arisen working within Central Government for an SC Cleared Service Designer on an initial 12 month contract starting asap. The Service Designer will engage with...

  • Service Designer Analysis

    1 month ago

    London, United Kingdom Lucid Support Services Ltd Full time

    SC Cleared Service Designer – London/Glasgow – 12 months Digital Services, Data Gathering, Workshops, Analysis, Agile / Lean, JIRA, Confluence, GDS An opportunity has arisen working within Central Government for an SC Cleared Service Designer on an initial 12 month contract starting asap. The Service Designer will engage with cross-functional...

  • IT Service Manager

    4 days ago

    London, Greater London, United Kingdom Colt Technology Services Full time

    Colt DCS provides true service and operational excellence in the sustainable design build delivery and operational management of hyperscale data centres across Europe and APAC We provide data centre solutions to hyperscale and large enterprise customers across 17 state of the art carrier neutral data centres spanning 7 cities. Our hyperscale and colocation...

  • IT Service Manager

    1 week ago

    London, United Kingdom Colt Technology Services Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Colt DCS provides true service and operational excellence in the sustainable design build delivery and operational management of hyperscale data centres across Europe and APAC We provide data centre solutions to hyperscale and large enterprise customers...

  • Digital Service and Support Advisor

    2 weeks ago

    London, United Kingdom 4Recruitment Services Full time

    4Recruitment Services are seeking to assist our housing association client based in South London. You will be responsible for ensuring there is accurate, consistent, timely and transparent reporting and accounting of service charges for all residents, across all tenures. The role is very much a customer orientated role, dealing with any queries, complaints...

  • Senior Support Manager

    3 weeks ago

    Twickenham, Greater London, United Kingdom Walsingham Support Full time

    Supported Living Manager Walsingham Support has been operating across England and Wales since 1986. We enhance the lives of people with learning disabilities, autism and other complex needs. We're different because we pride ourselves in putting the people we support at the centre of everything we do.

  • IT Service Manager

    3 weeks ago

    London, United Kingdom Colt Technology Services Full time

    Colt DCS provides true service and operational excellence in the sustainable design build delivery and operational management of hyperscale data centres across Europe and APAC We provide data centre solutions to hyperscale and large enterprise customers across 17 state of the art carrier neutral data centres spanning 7 cities. Our hyperscale and...

  • IT Service Manager

    3 weeks ago

    London, United Kingdom Colt Technology Services Full time

    Colt DCS provides true service and operational excellence in the sustainable design build delivery and operational management of hyperscale data centres across Europe and APAC We provide data centre solutions to hyperscale and large enterprise customers across 17 state of the art carrier neutral data centres spanning 7 cities. Our hyperscale and colocation...

  • IT Service Manager

    2 weeks ago

    London, United Kingdom Colt Technology Services Full time

    Colt DCS provides true service and operational excellence in the sustainable design build delivery and operational management of hyperscale data centres across Europe and APAC We provide data centre solutions to hyperscale and large enterprise customers across 17 state of the art carrier neutral data centres spanning 7 cities.   Our hyperscale and...

  • Security Services Architect

    1 month ago

    London, United Kingdom Spinnaker Support Full time

    Spinnaker Support is a leading and trusted global provider of Oracle and SAP third-party support. Spinnaker Support customers get more comprehensive and responsive service, save an average of 62% on their annual maintenance fees, and can remain on their current software releases indefinitely. A rising number of our third-party support customers are...

  • Security Services Architect

    60 minutes ago

    London, United Kingdom Spinnaker Support Full time

    Spinnaker Support is a leading and trusted global provider of Oracle and SAP third-party support. Spinnaker Support customers get more comprehensive and responsive service, save an average of 62% on their annual maintenance fees, and can remain on their current software releases indefinitely. A rising number of our third-party support customers are...

  • Operations Services Support Specialist

    1 month ago

    London, United Kingdom EBSCO Information Services Full time

    EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users....

  • Supported Living Manager

    3 weeks ago

    Twickenham, Greater London, United Kingdom Walsingham Support Full time

    Supported Living Manager Apply fast, check the full description by scrolling below to find out the full requirements for this role. Work with Walsingham and make a real difference to people's lives Walsingham Support has been operating across England and Wales since 1986. We enhance the lives of people with learning disabilities, autism and other...