Global Service Delivery Manager (Asset Servicing) f/m/d

Company Description

Writing the future. Together. 

Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow. 

By joining Avaloq, you’ll become a key part of our effort to power the digital transformation of the financial services industry. Our ambition is big and bold – to provide full end-to-end digital solutions by combining our leading efficiency with a flexible, responsible digital user experience. Headquartered in Zurich, Avaloq has over 2,000 employees globally. More information is available at www.avaloq.com  

Job Description

Your team 

You will be part of the BPaaS Asset Servicing division, which consists of multiple teams and highly qualified Banking Specialists (+100 FTEs), providing excellent Business Processes as a Service in relation to Corporate Actions, Income and Tax. You will report directly to the Global Head of BPaaS Asset Servicing. With Avaloq’s state-of-the-art banking software and smart reliable processes we aim to provide efficient value add services in a constantly changing banking environment.

Your mission 

• Be the contact point for the local delivery organization
• Accountable for service delivery quality vs local clients
• Act as a first escalation point for local service delivery issues address by clients and/or Service Managers 
• Be accountable for management of major incidents, coordinating the needed actions with all relevant stakeholders
• Provide weekly structured report on service requests and operational issues
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed
• Support the local Team Heads and team members to resolve the day to day service issues
• Ensure actions coming from clients and Service Managers are allocated and being executed effectively
• Communicate in a correct and professional way with internal and external stakeholders respecting the agreed communication process
• Accountable to define, maintain and improve client SLA's, OLA's and SLA of Asset Servicing
• Liaise with other Service Delivery Managers and Service Managers to gather required information
• Together with the other Service Delivery Managers of the same Area accountable to define, maintain and improve client SLA's, OLA's and Global SLA of his area
• Key participant in defining and refining KPI contents anchored by Service management towards all clients during onboarding and periodic reviews
• Suggestion of enhancements and automations supporting Re-engineering team in line with SLA's,  established security policies,  published processes and RBO Global Strategy.
• Participate in client governance meetings like SOC and STC when invited on need basis
• Regular alignments with other local service delivery managers of the same Area
• Coordinate the releases and testing for the local Asset Servicing area
• Lead client driven projects for the local Asset Servicing area

Qualifications

What you need 

• Skills in Avaloq Banking Suite, Excel, Word, Outlook and Powerpoint
• Project, Change, Quality and Risk Management skills
• Know-How of the banking industry
• Analytical skills
• Fluency in German and English

You will get extra points for the following 

• Any other language skills

Additional Information

Now let's talk about perks and compensation

We have a hybrid work week model, giving colleagues flexibility in how they work, as well as ensuring we create our unique Avaloq culture in our office locations. Our base salaries are competitive and you can be recognised for outstanding effort with an extraordinary achievement reward – the pinnacle of recognition. Avaloq aims to share its success with all its colleagues by paying out “Success Share Units” depending on its performance in a given year.

At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone’s' contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other fascinating characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.

Don’t be shy – apply!

Please only apply online, preferably with pdf documents.

Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.