Global Application Support Manager

Global Application Support Manager

New York, New York, United States Or refer someone

About the Job Global Application Support Manager

As Global Application Support Manager, you will ensure industry-leading front-line support for a global client base, leading and growing a global team of support experts while creating a service management framework that meets the unique geographical, operational, and service delivery challenges of LayerOne, both internally and externally. It is critical that applicants have financial markets experience and application-level expertise in Order Management, Portfolio Management, Risk Management, Treasury, Operational, and/or Accounting systems. Knowledge of financial markets instruments is also a must. Our platform supports clients trading in Equity, Fixed Income, Interest Rate, Currency, Liquid and Distress Credit, Mortgage, Crypto, and other markets. Successful candidates will have working knowledge of multi-asset-class system functionality.

What You Will Be Doing:

• Maintain ultimate responsibility for all our customer support flow, providing white glove service through timely and effective intake, management, and resolution of all customer queries
• Lead, manage, and expand a team of dedicated support staff located across the globe
• Develop and execute a strategy to scale and optimize the current support model to accommodate a rapidly growing, diverse client base across several continents
• Drive change and lead continuous service improvement initiatives to enhance the client experience, utilizing international industry standards and best practices
• Support, advise, and mentor direct reports as they each establish and drive new levels of performance and client satisfaction
• Develop and maintain service delivery knowledge base, FAQs, tutorials, help guides, and other educational and training materials provided to end users
• Collaborate with senior leaders and internal departments such as Technology, Product, Implementation, etc to increase visibility and communication as well as the delivery of exceptional solutions for clients
• Promote a culture of continuous learning and develop a flexible workforce through senior-level agile leadership
• Stay informed of relevant industry and regulatory changes impacting service management and reflect changes as needed
• Perform reviews and provide regular feedback to the support team and individuals

What You Will Need:

• Bachelors Degree in IT, Computer Science, Engineering, or a related technical field
• 5+ years experience leading technical customer support in a fast moving environment with a global presence, preferably in a Financial Services setting
• Experience supporting commercial EMS, OMS, PMS, Risk, and/or Accounting systems
• Customer-first attitude with superb written and verbal communication skills
• Experience managing a global team with the ability to get "hands on" when required, leading by example
• Excellent problem solving skills with a strong, proactive solution mindset
• Capable of setting strategic direction and encouraging others to deliver results to achieve that strategy
• Strong sense of accountability for the quality and results of the support team
• You have a continuous improvement approach and encourage and enable an agile way of working to deliver solutions for clients
• You promote a culture of learning and agile operating model
• Adept at managing multiple projects/initiatives (strong attention to detail and the ability to handle several tasks simultaneously)
• Results oriented and innovation minded
• Effective interpersonal and communication skills with an ability to switch seamlessly from strategic thinking to detailed analysis depending on subject and audience
• An influencer and motivator
• Appreciation of cultural differences globally