Senior Manager, Global Support - #391252

Who we are:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 2,800+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.

SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients, with SimCorp as the overarching company brand and Axioma as a key product brand.

SimCorp is an equal opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated in our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.

While striving to deliver client value, we believe it is vital to consider our people and our planet in every business decision we make. Acting responsibly is not optional. It is essential.

About the team:

The Global Product Support team assists over 300 SimCorp clients across various SimCorp Products. The team provides product support for all SimCorp clients and are accountable for achieving the required service levels for customer issues, delivery times and customer satisfaction.

The Support team is global with 100+ team members. You will be reporting directly to the Global Head of Support and manage the EMEA Regional production support team of 15+ people. You will be working closely with the Consultants, Developers and Stakeholders from other departments. The Global Support Team supports customers 24/5 across 3 time zones: Europe, Middle East and Africa (EMEA), North America (NA), and Asia-Pacific (APAC).

Why this role is important to us:

The key purpose of this position is to enable SimCorp to meet the overall growth targets through operational contribution to the support business and implementation of continuous improvements. Your mission is to achieve customer satisfaction; support profitability and highly engaged team.

What you will be responsible for:

As our Global Support Senior Manager, you will be managing a team of around 15 experienced colleagues and responsible for:

• Optimizing the balance between effectiveness (SLA adherence), efficiency (cost) and client satisfaction in the SimCorp support ecosystem.
• Managing one of our support lines on a global scale
• Managing, developing, and motivating your highly experienced team to drive the engagement, contributing to a common culture in the global team around the world and a ‘sense of belonging’ as well as setting targets and succession planning.
• Developing people competencies, focus and career paths to assist in creating a quality support organization.
• Running and supporting a truly global, effective, and valuable support organization with standardized and integrated processes.
• Implementing and managing the application of the defined global and local support concepts and offerings exploiting SimCorp's intellectual property.
• Coordinating the Global support Professional services contribution
• Being an internal contact and escalation point in all questions relevant to support for clients in the Nordic region.
  
  

What we value:

Essential Qualifications & Experience:

• Strong experience with people management, hereunder track record of developing people competencies/succession planning, capacity planning, performance management/coaching, conflict management, training/onboarding team integration.
• Experience in a support practice, e.g. software maintenance.
• Experience from the financial industry and preferably knowledge about one of SimCorp Products.
• Experience in a client-facing L2/L3 support role (ideally) servicing clients instead of end users.
• Liaising with a wide range of managers who service our global client base. These range from tech support, consulting, engineering etc. as well as handling client escalations.
• Driven by the interest in people and business development
• Professional, determined, and creative with a global mind-set.
• Continuously improving processes and workflows to enhance efficiency and effectiveness.
• Documented history of developing people competencies, capacity planning, performance management/coaching, conflict management and training/onboarding.
  
  

Next steps

Please click below to apply or get in touch with Fedja Pade Pajic [email protected], Senior Talent Acquisition Partner to learn more about the role and what SimCorp can offer.

Applications are continuously assessed, so please send your CV in English as soon as possible.

Please note: Only applications submitted via our system will be processed.

If you are interested in being a part of SimCorp but are not sure this role is suitable to your background, submit your CV anyway.