Full-Time
Manager Support Services
Confirmed live in the last 24 hours
Trading and workflow automation software provider
Compensation Overview
$135,000 - $150,000Annually
Senior
Tulsa, OK, USA + 1 more
- Strong knowledge of running day to day operations of a Support Group in a financial or commodity related field
- Experience developing and maintaining client relationships
- Strong knowledge of the Software Development Lifecycle
- Excellent written and verbal communication skills
- Strong organizational skills and ability to multi-task in a high-pressure fast paced business environment
- Strong background of managing challenging client feedback
- Knowledge of ION Corporate application(s)
- Knowledge of finance or commodity terminology
- Strong problem solving and analytical skills
- 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
- 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
- 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
- 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
- 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
ION offers mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments, enabling improved decision-making, simplified processes, and empowered teams. The company's strategic approach to automation and investments in research and development are shaping the future of automation technologies.
Company Stage
N/A
Total Funding
$42.1M
Headquarters
, United Kingdom
Founded
1998
6 month growth
↑ 6%1 year growth
↑ 21%2 year growth
↑ 28%Benefits
Health, dental, and vision insurance
AD&D and disability insurance
Flexible spending account
Health savings account
Life insurance
Mental health care
401K plan
Performance bonus
Supplemental workers' compensation
Family medical leave & parental leave
PTO, paid holidays, sick days, bereavement leave, and volunteer time off
Commuter checks
Company social events
Employee assistance program
Free lunch
mobile phone discount