Job description
As Global Application Support Manager , you will ensure industry-leading front-line support for a global client base, leading and growing a global team of support experts while creating a service management framework that meets the unique geographical, operational, and service delivery challenges of LayerOne, both internally and externally.
It is critical that applicants have financial markets experience and application-level expertise in Order Management, Portfolio Management, Risk Management, Treasury, Operational, and/or Accounting systems. Knowledge of financial markets instruments is also a must. Our platform supports clients trading in Equity, Fixed Income, Interest Rate, Currency, Liquid and Distress Credit, Mortgage, Cyrpto, and other markets. Successful candidates will have working knowledge of multi-asset-class system functionality.
What you will be doing:
Maintain ultimate responsibility for all our customer support flow, providing white glove service through timely and effective intake, management, and resolution of all customer queries
Lead, manage, and expand a team of dedicated support staff located across the globe
Develop and execute a strategy to scale and optimize the current support model to accommodate a rapidly growing, diverse client base across several continents
Drive change and lead continuous service improvement initiatives to enhance the client experience, utilizing international industry standards and best practices
Support, advise, and mentor direct reports as they each establish and drive new levels of performance and client satisfaction
Develop and maintain service delivery knowledge base, FAQs, tutorials, help guides, and other educational and training materials provided to end users
Collaborate with senior leaders and internal departments such as Technology, Product, Implementation, etc to increase visibility and communication as well as the delivery of exceptional solutions for clients
Promote a culture of continuous learning and develop a flexible workforce through senior-level agile leadership
Stay informed of relevant industry and regulatory changes impacting service management and reflect changes as needed
Perform reviews and provide regular feedback to the support team and individuals
What you will need:
Bachelors Degree in IT, Computer Science, Engineering, or a related technical field
5+ years experience leading technical customer support in a fast moving environment with a global presence, preferably in a Financial Services setting
Experience supporting commercial EMS, OMS, PMS, Risk, and/or Accounting systems
Customer-first attitude with superb written and verbal communication skills
Experience managing a global team with the ability to get “hands on” when required, leading by example
Excellent problem solving skills with a strong, proactive solution mindset
Capable of setting strategic direction and encouraging others to deliver results to achieve that strategy
Strong sense of accountability for the quality and results of the support team
You have a continuous improvement approach and encourage and enable an agile way of working to deliver solutions for clients
You promote a culture of learning and agile operating model
Adept at managing multiple projects/initiatives (strong attention to detail and the ability to handle several tasks simultaneously)
Results oriented and innovation minded
Effective interpersonal and communication skills with an ability to switch seamlessly from strategic thinking to detailed analysis depending on subject and audience
An influencer and motivator
Appreciation of cultural differences globally
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.