Manager Support Services at ION

The Role

We are looking for a Customer Support Manager, who will lead a dedicated group of support analysts to ensure seamless customer experiences. Your role involves overseeing day-to-day operations, fostering a collaborative environment, and implementing strategies to enhance customer satisfaction. As a key player in our organization, your leadership will contribute to the company's growth and success. This role is crucial to our company's commitment to delivering outstanding customer service. As the Manager, Support, you will play a pivotal part in shaping the customer journey, driving excellence in support services, and building strong relationships with our clients. Your leadership will directly impact our brand reputation and customer loyalty, making this role integral to our continued success.

Key Responsibilities

• Oversee the execution of services and professional development of a segment of directly-reporting staff within ION Corporate’s support operation. Establish the protocols, performance measurement, and success criteria for their direct reporting staff, aligning to the strategic objectives outlined by senior support management.
•  Drive the team culture of customer service and establishes programs to motivate staff. Review service and KPI metrics with team leadership, including ongoing trends and team/individual throughput. Establish training programs and oversee the product and support operation competency of staff through individual checkpoints.
•  Perform formal performance measurement processes in accordance with company management standards. When necessary, execute performance improvement plans and/or disciplinary measures with staff.
•  Mentor and coach staff towards development and career path.  Act as escalation point for any challenges within the support structure, include both internal management and/or client management engagement.
•  Ensure company polies are understood and drives team alignment through regular staff meetings. Provide company updates on important topics and generates scheduled reports (KPIs and activity) for senior management review and consumption.
• Emphasis on people and work management
• Oversee work assignments, quality, performance
• Balance’s location workload and coverage for the team
• Partial allocation to case work (to 50% of time allocation)
• Manage case escalation and customer feedback
• Manage 8-12 staff in near proximity across products
• Development of team skillsets, coverage matrices, and programs to address gaps
• Conduct career management and mentorship for staff to support professional development for staff
• Establish, monitor, and align staff objectives to management strategy
• Performance monitoring and policy enforcement
• KPI (Key Performance Indicator) implementation and deployment
• Global collaboration with regional managers of support operations team
• Organizing and leading team meetings and events
• Interaction with management of various functional areas throughout ION product
• Providing presentations covering Support Group procedures and best practices
• Maintaining regular touch points with clients for relationship building and collaboration
• Conduct, review, and respond to client surveys and derive improvement plans for optimal client satisfaction.
• Perform quality checks on cases
• Staff recognition

Required Skills, Qualifications and Experience

• Strong knowledge of running day to day operations of a Support Group in a financial or commodity related field as required
• Experience developing and maintaining client relationships required
• Strong knowledge of the Software Development Lifecycle required
• Excellent written and verbal communication skills required
• Strong organizational skills and ability to multi-task in a high-pressure fast paced business environment required
• Strong background of managing challenging client feedback required
• Knowledge of ION Corporate application(s) required
• Knowledge of finance or commodity terminology required
• Strong problem solving and analytical skills required
• Strong people management skills (coaching, conflict, resolution, mentoring).
• Bachelor’s degree or higher.  Specialization in Computer Science, Finance, Business, or Information Systems is preferred. Master’s degree preferred.
• 8 + years of technical or functional product support experience or comparable in a financial or commodity related field, 5 + years of management in a client-facing support operation