Head Support / Incident management

Job content

Your Role & Responsibility

Would you like to help us improve our client experience in the long term? Can you confidently navigate the world of asset managers, pension funds and family offices? Do you understand how to align the interests of the bank and the client to create sustainable solutions that benefit both sides?

In our Client Support we act as the entry point for all our clients.

These clients and/or their appointed Asset Managers reach out to us in case of inquiries related to their securities portfolios, connectivity tool issues or questions around their mandate in general. The onboarding of Asset Managers and coordination of securities transfers is also part of our daily work.

We’re looking for a Head Client Support to:

• Establishing and ensuring a support organisation in the areas of specialist applications and system solutions with the primary goal of very high customer satisfaction
• Interact with the most demanding strategic clients of us, ensuring communication regarding faults and operational reports
• Application responsibility for extensive and complex specialised applications
• In-depth analysis of complex support cases in the functional and technical areas
• Technical and personnel management of the service desk staff and own operational cooperation
• Implementation of service management practices
• Updating operating manuals, instructions and checklists
• Supporting our sales and Key-accounting-team in the handling of enquiries
• Actively contribute and inspire our digital transformation
• Be a role model for the organization’s principles and behaviors and inspire others to do the same

Your Profile

• University degree in business administration & finance or equivalent professional experience of at least 3 – 5 years.
• Profound understanding, network and experience in the Asset Servicing industry
• Strong knowledge of Securities Operations processes such as asset transfers, deliveries, Corporate Action and many more
• Experience in Firstlevel-Support & Incident-Management with a strong track record of driving topics on your own
• Ability and experience to deal with a highly demanding clientele ideally in a client relationship management role
• Able to think creatively, flexibly and think logically to solve inquiries of our clients
• Interested in digitalization and have an affinity with technology and regulatory topics
• Interact with senior management on C level (internal and external)
• Strong network management skills, dealing with internal and external stakeholders
• Familiar with an international environment as you will be facing clients and stakeholders across the globe
• Ability to collaborate and work in a multidisciplinary team
• Excellent mastery of the MS Office package
• Affinity for technology and a deep understanding of databases and script programming are a great advantage
• Resilient, flexible, independent, structured, reliable, efficient and precise working
• Very good communication and social skills in dealing with customers, team leaders and employees is a must

We offer

• Challenging job with a lot of scope for design
• International Team with locations in Zurich/Cham, Bratislava & Lviv
• Pleasant working atmosphere with exciting challenges in great teams
• 5 weeks vacations
• Modern workplaces and infrastructure
• Interesting possibilities for further education and training

About us
Etops is a Swiss based company founded in 2010 with 110+ employees at currently three locations (Cham/CH, Bratislava/SK, Lviv/UA). Etops offers end-to-end solutions for wealth managers and family offices, which include technology, managed services, and professional consulting. Etops offers outsourcing services for all back-and mid-office requirements. Inhouse-developed smart interfaces - based on a unique machine-learning parser technology – allowing to read and process bank statements and booking confirmations, ensuring custodian bank coverage, and processing large data volumes with very low error rates. This creates a highly reliable environment for flexible multi-bank setups supporting smart reports and data visualization as well as powerful wealth management platforms. Etops offers portfolio management solutions for wealth and asset managers, pension funds, EAM desks, and family offices, as well as comprehensive reporting and dashboard solutions for all types of banks. Each Etops solution and implementation is supported by experienced and skilled IT and business consultants. The range of products covers standard software and tailor-made solutions as well. Etops also offers SaaS-based platforms enabling even smaller market participants to access state-of-the-art technology at a competitive price and to professionally cover all compliance requirements. Etops currently serves more than 135 clients with over CHF 150 billions of assets under reporting.

Job Types: Full-time, Permanent, Freelance

Salary: CHF70,000.00 - CHF95,000.00 per year

Benefits:

• Company events
• Free drinks
• Professional development assistance
• Work from home

Schedule:

• 8 Hour Shift
• Day shift