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Stellenbosch

    Manager Support Services - Stellenbosch, South Africa - ION

    ION
    ION Stellenbosch, South Africa

    2 days ago

    Default job background
    Full time
    Description

    The Role

    We are in search of a Customer Support Manager to lead a dedicated team of support analysts, ensuring smooth customer experiences. Your responsibilities include supervising daily operations, fostering collaboration, and implementing strategies to improve customer satisfaction. As a key figure in our organization, your leadership will contribute to company growth and success. This role is essential to our commitment to providing exceptional customer service. As the Support Manager, you will play a crucial role in shaping the customer journey, driving excellence in support services, and forming strong client relationships. Your leadership will directly impact our brand reputation and customer loyalty, making this role pivotal to our ongoing success.

    Key Responsibilities

    • Oversee service execution and professional development of a segment of staff within ION Corporate's support operation.
    • Drive a customer service culture and establish motivation programs for staff.
    • Conduct performance measurement processes and execute improvement plans if needed.
    • Mentor staff for development and act as escalation point for challenges.
    • Ensure team alignment with company policies through regular meetings.
    • Focus on people and work management, balance workload, and allocate case work.
    • Manage staff and develop skillsets, conduct career management and mentorship.
    • Establish and align staff objectives to management strategy, enforce policies, and implement KPIs.
    • Collaborate globally with regional support managers, organize team meetings, and interact with various functional areas.
    • Maintain client relationships, conduct surveys, and ensure optimal client satisfaction.
    • Perform quality checks on cases, provide staff recognition.

    Required Skills, Qualifications, and Experience

    • Strong knowledge of operating a Support Group in a financial or commodity field.
    • Experience in client relationship management and Software Development Lifecycle.
    • Excellent written and verbal communication skills, organizational skills, and ability to multi-task.
    • Background in managing challenging client feedback, ION Corporate applications, and finance or commodity terminology.
    • Problem-solving, analytical, and people management skills.
    • Bachelor's degree or higher, with specialization in relevant fields preferred.
    • 8+ years of technical or functional support experience, with 5+ years in client-facing support management.

    About Us

    We are a team of innovative visionaries providing trading and workflow automation software, high-value analytics, and strategic consulting to various institutions. Established in 1999, our growth is a result of combining leading financial technology companies worldwide.

    • Over 2,000 corporations trust ION solutions for managing cash, trading, and risk.
    • Over 800 banks and broker-dealers use our electronic trading platforms.

    ION has a global presence with 13,000 employees in 40+ cities. Our diverse products and customer base offer an exceptional career experience. We are dedicated to fostering an inclusive environment that values diversity and different perspectives. Join us in a supportive workplace that encourages equal opportunities and respects all individuals.

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