At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
We are looking for a knowledgeable and dedicated Team Lead to join our Customer Support team. In this role, you'll be on a team acting as one of the main points of contact for all Broadridge Investment Management Solutions (BIMS) clients, including hedge funds, wealth managers and traditional asset managers.
You will interact directly with traders, trade support, operations, and IT groups daily to support their use of BIMS products and services. Succeeding in this role requires balancing knowledge of the financial industry, technology, and our applications to ensure our clients systems are operationally ready each day and any issues are addressed in a timely and effective manner.
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This is a hybrid position, offering the flexibility of working both on-site and remotely, aligning with our commitment to adaptable work arrangements.
Responsibilities:
- Lead a team of global Client Service representatives, focusing primarily on supporting our EMEA clientele.
- Establish and maintain key performance indicators (KPIs) and ensure that both internal and external service-level agreements (SLAs) are met and exceeded.
- Investigate, direct, and manage critical incidents using technical skills and a deep understanding of the business.
- Escalate key critical outages to senior management and technical groups to secure further support.
- Produce Client Service Reporting, coordinate, and run internal Client Service Meetings and case reviews.
- Work collaboratively to handle issue backlogs, monitor, and proactively assign issues as reported by clients.
- Work closely with internal Broadridge teams including Development, Infrastructure, Professional Services, and Site Reliability Engineers to triage and resolve critical impairments.
- Provide operational oversight and guidance to ensure adherence to Client Service Best Practices.
- Build and maintain strong client relationships, ensuring superior levels of client satisfaction.
- Perform regular case reviews with clients either on-site or via phone.
- Bachelor's degree in business operations, computer science, or an equivalent degree; MBA preferred.
- 5-10 years of experience in financial technology and/or investment industry managing in a client facing support role
- Operational experience with Capital Markets/Post Trade Experience, including equities, options, derivatives, securities lending, or prime brokerage
- Experience leading a team of 10+ individuals.
- Excellent communication and interpersonal skills, facilitating effective collaboration with clients and internal stakeholders.
- General technology acumen including database structure, networking, and trading technologies.
Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.