Global Service Delivery Manager

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 10 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

**Job Description**:
Banking Operations is a strategic Avaloq service line providing Banking Operations outsourcing services to banks. We are organized as a global Business Area, running state-of-the art Backoffice services with industry leading automation, quality, and risk standards. We are experts in providing a true value add to our clients and thus, always look to add creative and client-oriented personalities with drive and passion to our team.

You will be part of the GBO Securities division, which consists of multiple teams and highly qualified Banking Specialists (+100 FTEs), providing excellent Business Processes as a Service in relation to Securities Operations, Corporate Actions, Income and Tax. You will report directly to the BPaaS Global Head of Securities (Trade Processing, Securities Transfer and OTC/Derivatives Processing).
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 key tasks**
- Be the contact point for Regional delivery organizations, as well as to the SDM Head
- Accountable for service delivery quality vs global clients
- Act as a first escalation point for service delivery issues address by global clients to Service Manager
- Be accountable for management of major incidents within the global area, coordinating the needed actions with all relevant stakeholders
- Provide weekly structured report on service requests and operational issues to his/her Global Area Heads, Service Delivery Heads and Service Managers
- Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to Global Area Heads
- Support the managers and team members to resolve the day to day service issues strictly related to clients
- Accountable to define, maintain and improve client SLA's, OLA's and Global SLA of the tower
- 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 the team in line with SLA's, established security policies, published processes and global strategy
- Participate in client governance meetings like SOC and STC when invited on need basis
- Lead client driven projects for the Asset Servicing area

**Qualifications**:

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

**It would be a real bonus if you have**
- Any other language skills

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.