Service Delivery Manager - Asset Servicing

Company Description

Founded and headquartered in Switzerland, Avaloq is expanding globally with around 2,500 colleagues in 12 countries and more than 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 research-led approach and continual innovation are driven by the passion and creativity of our colleagues.

We are always looking for talented people to join us in our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers opportunities to work closely with some of the world's leading financial institutions, developing and shaping careers. We foster a collaborative, supportive, and flexible work environment to help our colleagues reach their full potential.

Job Description

You will be part of the BPaaS Asset Servicing division, which includes multiple teams and highly qualified Banking Specialists (+100 FTEs), providing excellent 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 state-of-the-art banking software and reliable processes, we aim to provide efficient value-added services in a dynamic banking environment.

Your key tasks

• Serve as the 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 delivery issues raised by global clients to the Service Manager.
• Manage major incidents within the global area, coordinating actions with relevant stakeholders.
• Provide weekly structured reports on service requests and operational issues to area heads, Service Delivery Heads, and Service Managers.
• Document meeting minutes and outcomes, ensuring timely completion of actions and escalation where necessary.
• Support managers and team members in resolving day-to-day client-related service issues.
• Define, maintain, and improve client SLAs, OLAs, and global SLAs for the team.
• Participate in defining and refining KPIs during onboarding and periodic reviews.
• Suggest enhancements and automations to support the team, aligned with SLAs, security policies, processes, and strategy.
• Participate in client governance meetings such as SOC and STC as needed.
• Lead client-driven projects within the Asset Servicing area.

Qualifications

• Skills in Avaloq Banking Suite, Excel, Word, Outlook, and PowerPoint.
• Experience in project, change, quality, and risk management.
• Knowledge of the banking industry.
• Analytical, communicative, and adaptable skills.
• Fluency in English and German.

It would be a bonus if you have

• Additional language skills.

Additional Information

We support work-life balance through hybrid and flexible working arrangements. Avaloq values diversity and is committed to an inclusive environment where everyone can be their authentic self. We do not accept speculative CVs from recruitment agencies, and unsolicited submissions will not be compensated.

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