Associate Client Services Manager
This position will be responsible for supporting RFA’s further expansion into the Financial Service Industry in the United States.
This role is responsible for the operational and strategic management and development of the Client Service Engineering team the United States. The Assistant Manager will need to be able to work independently and exercise good judgement and be able to help manage a large group of engineers.
Responsibilities:
· Follow up and pursue support requests for CSEs (Chase needs for CSEs)
· Respond to urgent client needs and coordinate responses. Chase to completion
· Lead annual client documentation audit
· Assist with managing client coverage assignments
· Work with the ITCs (IT Coordinators) for scheduling of the CSE team.
· Assist with ensuring dispatch portal is kept accurate
· Grant ITG permissions for CSEs going to new clients
· Assist with documenting staff performance for the sake of annual reviews
· Be able to use the Workmarket or any other third party resource provider’s interface to schedule out of covered market areas or to provide additional support for covered areas
· Work with automation to ensure failed automatic OS updates get assigned to CSEs for manual remediation
· Provide guidance to the regional CSE team and act as the management point in the escalation process for client issues, difficulties, and questions.
· Build and help manage support Pods
· Lead special teams in efforts to improve RFA’s services and operations
· Review staffing and workload schedule for the department to plan work and Client assignments for CSEs
· Work closely with other teams such as projects and service desk
· Be able to show good judgement with regards to conflict resolution
· Meet with clients to discuss CSE requirements
· Helps manage and maintain the training and orientation process of New Hires
· Coordinate and assign all support tickets escalating across departmental lines as necessary
· Update ConnectWise, SharePoint, and IT portal databases with the necessary information to facilitate highest level of technical Client support
· Work side-by-side with US client services manager to maintain the highest level of client service
· Work with Data manager to closely monitor productivity and time processes for the US CSE group
Qualifications:
Bachelor’s degree or equivalent level of experience.
Substantial experience from a technical background
Practical experience of working in an ITIL environment.
An understanding of Cloud technologies.
Be able to use Office applications to a high standard. Eg Excel, Teams and SharePoint.
Good understanding of existing system programs and capabilities.
Good understanding of RFA policies and procedures.
Financial industry experience, esp. Alternative Asset Management (Hedge Funds, Private Equity, FoF) and/or Trade Desk support experience.
Desirable:
Experience of Connectwise
Experience of PowerBi
ITIL Certified
Knowledge of IT Portal or other Knowledge base experience
