Job description
Our client is a prestigious digitized brokerage and wealth management company. The company operates a mobile and web-based trading platform that allows users to trade stocks, options, digital assets and other financial instruments in various global markets, including Euro, US, China and APAC.
Responsibilities
Requirements
Responsibilities
- Lead and drive the service delivery and projects implementation
- Manage and communicate with key holders on operational support daily
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Act as the point of contact for account delivery
- Responsible for service delivery of project and prioritization of work requests
- Work with Business to integrate new, enhanced and existing service offerings for the account
- Identify operational gaps and drive to ensure closure, both internally and externally
- Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
- Ensure annual customer survey meets the expected customer satisfaction rating
- Work on financial cost priorities to ensure a balance between customer satisfaction and Company’s business objectives
- Any other ad-hoc duties as required or assigned
Requirements
- Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
- At least 3 years of relevant experience
- At least 2 years of IT service delivery experience with proven ability to work in international groups
- Proven success in achieving project milestones and broad technology awareness
- Possess a full and broad understanding of the services required by the account and of other services and technology potentially available, along with good project co-ordination skills
- Strong business acumen, customer focus and good financial management skills
- Self-motivated and pro-active in resolving issues and identifying new opportunities on the account
- Effective interpersonal skills both written and presentation
- Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
- Experience in coaching and staff development is mandatory
