Global Application Support Manager

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