Manager, Customer Support and Operations, Alphadesk

6 months ago

Toronto, Canada LSEG (London Stock Exchange Group) Full time

AlphaDesk is LSEG’s Order and Portfolio Management Software, which develops and supports the software for hedge funds and asset managers globally. We are a diverse team with good technical skills, and the quality of our software and client services is at the core of our business.

The Client Services team within AlphaDesk assists our clients in using our software to handle their trading, monitoring, and reporting of their investments. The team works directly with portfolio managers, traders, and operations staff at hedge funds to resolve issues and explain AlphaDesk’s capabilities. We regularly hear from clients that our support is industry leading.

**Responsibilities**:

- Manage team of technical consultants to ensure all client issues and queries are addressed
- Grow our support capabilities through recruitment, mentorship, and training of team members
- Achieve SLA targets and develop processes to improve responsiveness and quality of support provided
- Coordinate with global managers to ensure desk is adequately staffed for all times
- Ensure teams are calling out issues effectively
- Develop product and technical knowledge and use it to provide guidance on recurring and high profile issues
- Identify systemic issues, bugs, feature gaps and advocate for their resolution with product management and development for coordinated response
- Collaborate with product management and QA to prioritize high impact features
- Manage system wide updates and maintenance, global patches, and basic technology migrations

**Requirements**:

- Proven experience working with financial software in a customer support or professional services role
- Prior experience with AlphaDesk preferred
- Demonstrated ability to lead and grow a team of technical specialists
- Proven track record improving business processes within an entrepreneurial organization
- Strong understanding of buy side workflows for portfolio management, trading/settlement, reconciliation, accounting, and reporting
- Ability to communicate effectively with clients and colleagues
- Great time leadership skills, and ability to work optimally in high pressure situations
- Comfortable operating in both big picture strategy and specific case by case resolutions
- SQL knowledge

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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