Support Services Manager

Department:
Development
Work type:
Permanent
Location:
Warsaw, Poland
Closing date:
31/01/2018

The Manager of the Support Services team in Poland has the responsibility for the management and continuous improvement of the Warsaw based team providing support and delivery services for Bravura’s Wealth Management and Funds Administration products as part of the wider distributed support function.

Main activities

  • Line management of the Support Services team in Poland.
  • o Perform annual and interim appraisals in line with defined process and timelines
  • o Identify and supporting training and development needs
  • o Handle simple HR issues in an appropriate manner
  • o Manage the team to provide agreed levels of staffing and hours of cover
  • o Ensure balanced utilization and knowledge levels across the team
  • o Ensure an inclusive and collegiate atmosphere within the team
  • Ensure that the team functions effectively, as part of the distributed support organization, to deliver client application and hosting support and maintenance consistent with agreed service levels.
  • Monitor the activities of the individual team members to ensure that output from the team meets or exceeds expected quality standards
  • Management of escalated and client sensitive issues with real time reporting to the Support Services management team and Service Delivery Managers
  • Manage investigations into complex business or technical problems with the goal to quickly restore service whilst also understanding root cause and identifying longer term remedial actions
  • To identify trends in issues raised and report back with potential solutions to the Support Services management team
  • Assist in the management of appropriate budgets and forecasts, providing commentary for any variance and acting upon instruction to implement corrective and preventive actions
  • Leverage the skills of the team to best advantage, maximizing the knowledge within the wider Warsaw operation to improve the effectiveness of the team overall
  • Actively seek opportunities to increase the services provided from within the team
  • To continuously look to improve the production service through the improvement of processes and procedures

To be successful in this role candidates will require:

  • Strong people management skills with the ability to thrive in a fast-paced matrix-based environment
  • Understanding of technology, having the ability to translate technical information and specifications into business language (and visa-versa)
  • Strong customer service ethos, a commitment to quality and the will to constantly drive improvements
  • Well developed planning, analysis, problem solving and organizational skills
  • Collaborative, supportive and team-based approach. Eager to provide insight and receive feedback
  • An accomplished communicator who gains the confidence of the internal personnel and who is credible and experienced at operating at all levels with external clients and vendors
  • Negotiates well, listens actively and makes compelling points
  • Able to build strong relationships across the wider organization
  • Self-control and resilience including the ability to work effectively under pressure
  • Proven experience in a management role overseeing operations teams within a financial services or a technology company supporting the financial services industry, including a proven record of successful people management
  • An IT Service provider or software house background or experience of working with external clients.
  • Educated to degree level or having equivalent industry experience¬† #LI-PRIORITY

Apply now

If you believe that you have the relevant experience and knowledge for this role please apply directly below. Please note only successful applicants will be contacted.

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