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Job ID: 1785 Location: SG-Singapore Apply for this job: Your application choices are: * Refer a friend to this job * Apply for this jobonline * Send your resume as an attachment viae-mail More information about this job: Overview:
The TT Global Support Services team is looking for an experienced individual to manage the Customer Support Center (CSC) - Singapore. This Manager level role will be responsible for the customer support experience. This individual will lead a team of electronic trading support professionals that provide support to our growing customer base. The ideal candidate will have experience in multiple facets of electronic trading as well as a solid support background. This leader will be responsible for ensuring that issues are resolved quickly and efficiently, while delivering first class service. This position reports to the Global Director Customer Support Center (CSC). Responsibilities:
* Manage daily activities of the Support Desk. * Coach employees and provide feedback via one-on-one performance reviews. * Ensure that standards are followed, technical skills are developed, and first class service is delivered. * Analyze the productivity and performance of the team via various statistical and reporting methodologies. * Identify problem areas, and recommend solutions to enhance quality of service. * Provide staffing for occasional weekend/evening exchange events (e.g., mock trading session, API upgrades). * Ensure technical escalation of high priority incidents and manage customer communications. * Write and publish Support Advisories to inform user base of major issues. Qualifications:
* 2+ years Support Desk experience as an analyst * 2+ years Managerial experience managing technical personnel in a Support Desk and Service environment. * Minimum of 5 years financial industry experience. * Strong leadership skills. * Excellent interpersonal skills * Ability to work well in a team environment and as part of a global team. * Strong customer focus and customer service skills. * Ability to lead a diverse team of support professionals. * Strong customer relationship skills. * Self-motivated and requires minimal supervision. * Thorough understanding of Support Desk operations and best practices. * Able to provide first class service through an understanding of the customer’s needs. * Excellent verbal and written communication skills. * Ability to present ideas in user-friendly language to non-technical staff and end users. * Experience with incident management systems. * Good understanding of the processes involved in effective problem diagnosis and resolution. * Strong analytical skills. * Familiar with Information Technology Infrastructure Library (ITIL) V3; ITIL certification preferred.
