Global Service Delivery Manager

**Company Description**
Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 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.

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. Our highly skilled and experienced staff are covering the full suite of services including Securities, Payments, Corporate Actions and Tax, to name a few.

We are experts in providing a true value added to our clients and thus, always look to add creative and client-oriented personalities with drive and passion to our team. In this role, you are reporting to the Head of Service Delivery Management - Securities Operations. Our mission is to provide excellent services for our clients, meet the KPI designed and generate ideas to streamline the processes.

**Your key tasks**

The Global Service Delivery Manager facilitates outstanding service delivery in the areas of competence, serving as a senior professional in orchestrating and delivering the service, leveraging on an end-to-end global view, with a strong drive to excellence, outstanding customer orientation and a continuous improvement mindset.
- Establish positive relationships and collaboration with clients to improve the overall quality of the service
- Ensure an efficient and high-quality service delivery for your area, in line with the agreed Service Level Agreements which you will help define and maintain
- Responsible for defining and maintaining process and procedures, aiming for global standardization
- Be a change ambassador and role model to drive the implementation of change and efficiency initiatives, including contributing to the process of new client on-boarding
- Foster a shift towards a continuous improvement mentality and support in the development and implementation of technical improvements of Avaloq's core banking platform
- Main lead for client collaboration initiatives (meeting, workshops, visit)
- Bridge between Service Managers, customer, and business
- Act as first escalation point for service delivery issues, be accountable for management of major incidents and eventual follow up
- Facilitate incident prevention and support Team Heads in defining and implementing corrective measures
- Review/analyse volumes, Voice Of Customers & KPI, incidents & near miss
- Produce ad hoc documentation analysis

**Qualifications**
- University or higher education degree and/or operational experience in Banking Operations
- Min. 3 years of proven experience in banking operations organizations with the ability to deliver in a fast-paced, multi-cultural and global environment
- Good knowledge of MS Office
- Good communication with a process-orientation and ability to understand complex situations
- Pro-active and can-do attitude with a high level of integrity and reliability
- Great flexibility and willingness to learn
- Strong operational risk understanding
- Analytical, communication and flexibility/adaptability skills
- Fluency in English

**It would be a real bonus if you have**
- Deep understanding of the interconnection between the various back-office activities (e.g. Settlement and Cash Management)
- Knowledge of Avaloq's Banking Core System
- 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