Service Delivery Manager - Asset Servicing

Service Delivery Manager - Asset Servicing

Join us for the Service Delivery Manager - Asset Servicing role at myGwork - LGBTQ+ Business Community.

This position is with Avaloq, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Company Description

Founded and headquartered in Switzerland, Avaloq is expanding globally with around 2,500 colleagues across 12 countries, serving over 160 clients in 35 countries. We are a leading provider of wealth management technology and services for financial institutions worldwide, including private banks, wealth managers, investment managers, retail, and neo banks. Our innovative approach and passionate team drive our success.

Job Description

You will be part of the BPaaS Asset Servicing division, consisting of multiple teams and highly qualified Banking Specialists (+100 FTEs), providing Business Processes as a Service related to Corporate Actions, Income, and Tax. You will report directly to the Head of Service Delivery. Using Avaloq’s cutting-edge banking software and reliable processes, we aim to deliver efficient, value-added services in a dynamic banking environment.

Your key tasks

• Serve as the main contact point for Regional delivery organizations and the SDM Head.
• Ensure service delivery quality aligns with global client expectations.
• Act as the first escalation point for service issues raised by global clients.
• Manage major incidents within the global area, coordinating actions with relevant stakeholders.
• Provide weekly reports on service requests and operational issues to area heads and service managers.
• Document meeting minutes, track outcomes, and ensure timely completion of actions.
• Support managers and team members in resolving daily client-related service issues.
• Define, maintain, and improve client SLAs, OLAs, and global SLAs.
• Participate in defining and refining KPIs during onboarding and periodic reviews.
• Suggest enhancements and automation to support team efficiency and security policies.
• Participate in client governance meetings like SOC and STC as needed.
• Lead client-driven projects within Asset Servicing.

Qualifications

• Skills in Avaloq Banking Suite, Excel, Word, Outlook, and PowerPoint.
• Project, Change, Quality, and Risk Management skills.
• Knowledge of the banking industry.
• Strong analytical, communication, and adaptability skills.
• Fluency in English and German.

Preferred Skills

• Additional language skills.

Additional Information

We support work-life balance through hybrid and flexible working arrangements. Avaloq values diversity and fosters an inclusive culture where everyone can be their authentic selves. We do not accept speculative CVs from recruitment agencies.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Project Management and IT

Location: Mendrisio, Ticino, Switzerland