The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
Job Title: Yardi Support Manager
Experience: 5 years relevant experience as support manager.
Job Overview:
We are seeking an experienced and proactive individual to join our team as a Yardi Support Manager for US Region projects (India Night shift working). The successful candidate will be responsible for overseeing the management of support tickets related to Yardi, ensuring timely resolution within SLAs. This role involves preparing regular status reports, presenting findings to clients, and coordinating with client users. The ideal candidate will have a finance background, proficiency in ITSM tools such as Jira, Zoho Manage Engine, ServiceNow among others and a strong eagerness to learn new applications.
Responsibilities:
- Support Ticket Management:
- Oversee the entire lifecycle of Yardi-related support tickets from creation to resolution.
- Ensure that support tickets are addressed within established Service Level Agreements (SLAs).
Team Coordination:
- Collaborate with team members to allocate resources effectively and prioritize support tickets.
- Provide guidance and support to team members to enhance their efficiency and effectiveness.
Reporting:
- Prepare weekly and monthly reports on Yardi support ticket statistics, highlighting key metrics and trends.
- Present findings to clients and internal stakeholders, offering insights and recommendations for improvements.
Client Communication:
- Communicate with client users to understand their support needs and expectations.
- Ensure seamless coordination with clients, addressing any concerns and maintaining a high level of client satisfaction.
- Coordination with the application product owner for product related issues.
- Perform the life cycle for the change management process.
ITSM Tools Proficiency:
- Utilize IT Service Management (ITSM) tools, such as Jira, Zoho, ServiceNow among others for efficient ticket tracking and resolution.
- Stay updated on the latest features and enhancements of ITSM tools.
Finance Background:
- Leverage a background in finance to understand and address Yardi-related support issues effectively.
- Collaborate with business teams to bridge the gap between processes and support.
Continuous Learning:
- Demonstrate a strong willingness to learn and adapt to new applications and technologies.
- Stay informed about industry best practices and advancements in Yardi functionality.
Qualifications:
- Bachelor's degree in Finance, Business, or a related field.
- Proven experience in a support management role, preferably in a Yardi or real estate environment.
- Proficiency in ITSM tools, such as Jira or ServiceNow.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team environment.
Other important considerations:
- Strong Customer Centric approach with excellent coordination, presentation, and leadership skills; effective problem solver and team-oriented person.
- Involved in end-to-end solution to streamline the property and financial management aspects of Residential and Commercial Portfolio of the clients.
- Expertise in Yardi modules such as Retail, Commercial, Residential, Service Charges, Investment Management, Advanced Budgeting, Facilities Management, Inspections, PPM.
- Provide Yardi Application support and Function/ technical issue resolution via Ticket System/Portal, E-Mail, phone, and another electronic medium.
- Strong understanding of Tickets levels & Priority system of Yardi Application support
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.
Skills Required
- Minimum 5 years relevant experience in a support management role
- Bachelor's degree in Finance, Business, or related field
- Proficiency with ITSM/ticketing tools (Jira, Zoho, ManageEngine, ServiceNow)
- Expertise in Yardi modules (Retail, Commercial, Residential, Service Charges, Investment Management, Advanced Budgeting, Facilities Management, Inspections, PPM)
- Strong analytical and problem-solving skills
- Excellent communication, presentation, and interpersonal skills
- Ability to coordinate with clients and product owners and produce regular reports
- Customer-centric approach, leadership and team coordination skills
- Strong understanding of ticket levels, priority systems and SLA management
- Willingness to learn new applications and stay updated on ITSM/Yardi enhancements
Apex Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Apex Group and has not been reviewed or approved by Apex Group.
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Flexible Benefits — Flexible benefits are positioned as being tailored by country, with localized packages and perks that can differ by jurisdiction. Mobility options such as the JUMP program add a non-cash element that can increase the perceived total rewards value for those who can access it.
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Wellbeing & Lifestyle Benefits — Wellbeing support is described as including EAPs, mental-health workshops, mentoring support, and local lifestyle perks like gym or cycle-to-work schemes. These offerings broaden the benefits mix beyond purely financial rewards.
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Retirement Support — Retirement support is described in at least one jurisdiction as including an employer match structure and an additional automatic contribution after tenure. This can strengthen the non-salary portion of total compensation where offered.
Apex Group Insights
What We Do
We are a single-source financial solutions provider dedicated to driving positive change while supporting the growth and ambitions of asset managers, allocators, financial institutions, and family offices around the world. Established in Bermuda in 2003, we have continually disrupted the industry through our investment in innovation and talent. Today, we set the pace in fund and asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals. As a pioneering data and fintech-enabled company, we are a disruptor driving digital tools into fund and asset servicing. However, our vision to drive positive change extends beyond the industry. The Apex Foundation, a not-for-profit entity, is our passionate commitment to empower sustainable change
