Service Delivery Manager - Asset Servicing

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

You will be part of the BPaaS Asset Servicing division, which consists of multiple teams and highly qualified Banking Specialists (+100 FTEs), providing excellent Business Processes as a Service in relation to Corporate Actions, Income and Tax. You will report directly to the Head of Service Delivery. With Avaloq’s state-of-the-art banking software and smart reliable processes we aim to provide efficient value add services in a constantly changing banking environment.
 

Your key tasks

• Be the contact point for Regional delivery organizations, as well as to the SDM Head
• Accountable for service delivery quality vs global clients
• Act as a first escalation point for service delivery issues address by global clients to Service Manager 
• Be accountable for management of major incidents within the global area, coordinating the needed actions with all relevant stakeholders
• Provide weekly structured report on service requests and operational issues to his/her Heads of each Area, Service Delivery Heads and Service Managers
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to Heads of each Area
• Support the managers and team members to resolve the day to day service issues strictly related to clients
• Accountable to define, maintain and improve client SLA's, OLA's and Global SLA of the tower
• Key participant in defining and refining KPI contents anchored by Service management towards all clients during onboarding and periodic reviews
• Suggestion of enhancements and automations supporting the team in line with SLA's,  established security policies,  published processes and global strategy
• Participate in client governance meetings like SOC and STC when invited on need basis
• Lead client driven projects for the Asset Servicing area

Qualifications

• Skills in Avaloq Banking Suite, Excel, Word, Outlook and PowerPoint
• Project, Change, Quality and Risk Management skills
• Know-How of the banking industry
• Analytical, communication and flexibility/adaptability skills
• Fluency in English and German

It would be a real bonus if you have

• Any other language skills

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. 

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.  

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