Service Desk Manager  

Job Highlights:

• Work From Home / Remote Work Arrangements / EMEA Shift
• Competitive salary and benefits (HMO on Day 1)
• Opportunities for career development

Duties & Responsibilities:

The Service Desk Manager position will be key to the daily operation and continued development of our client’s growing customer facing support organization. Located in Makati, the role’s responsibilities are two-fold; to oversee operations of the frontline customer service team and drive improvement of service desk’s operations.

In this role you will learn about trading technology and the collateral management business. This is a challenging role suited to a candidate interested in driving the development of a growing organization rather than managing an established team. Join an established team here in Makati that offers the opportunity to gain knowledge, growth and career development while working in a family-oriented environment with work-life balance.

Tasks required are wide-ranging and include (among others):

• Hiring/training/development of staff
• Incident management and service recovery
• Project management
• Service desk process design and improvement

About Our Client:

Our client is a leading provider of risk and collateral management services in the in Financial Services industry. As a trading technology provider, they offer the sell-side, the buy-side and fund administrators with the only straight-through margin processing solution. With their unique collaborative and community-based approach, they are the driving force for change in the post-trade OTC space and a clear market leader.

You will be working for a client with a friendly, open and dynamic culture that will provide you with meaningful opportunities to work side by side with others who are literally changing the way post-trade OTC business is done. With a small company mentality, you will be exposed to both the technology and the business side working with global clients from the biggest banks and financial institutions in the industry. We look forward to having you join our team!

Qualifications and Experience:

• 15+ years overall experience
• 8+ years personal experience in customer facing roles in a corporate environment
• 5+ years managing medium to large teams
• 5+ years managing customer facing organizations
• Excellent written and verbal communication skills
• Ability to evaluate employee performance/provide coaching as necessary (particularly to junior staff)
• Critical thinking and decision-making skills, particularly in high pressure situations
• Capability to effectively prioritize wide range of tasks
• Capacity to work independently to define and execute plans to meet operational gaps and/or business objectives
• ITIL certification preferred

Education:

Bachelor’s degree