Client Support Lead — Hybrid, SLA & Incident Champion

Avaloq Group; Singapore; Hybrid; SGD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Inclusive culture

Job summary

Avaloq in Singapore seeks a dynamic Support Manager to lead client relations, ensure service delivery, and quickly resolve issues. You will balance client needs with internal capabilities, manage escalations, and guide a hybrid team ensuring 24/7 availability.

You will coordinate with internal and external partners, maintain documentation, and drive continuous improvement in support operations within a banking technology context.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent professional experience).
• Strong communication and problem-solving skills with the ability to explain complex technical concepts clearly.
• Strong leadership and prioritization skills, with the ability to remain decisive under time-sensitive conditions.
• Strong organizational skills with meticulous attention to audit and compliance procedures.
• Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis.
• Proficiency in SQL for data queries and access validation.
• Familiarity with JIRA and Confluence for issue tracking and documentation.
• Knowledge of incident management and escalation procedures.
• Willingness to work in a hybrid setup (3days in-office per week).
• Ability to work during holidays on a rotational basis.
• Strong knowledge of the banking industry, including financial products, processes and terminology.

Responsibilities

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence.
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process.
• Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities.
• Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting.
• Support on-call operations and act as Manager in charge during critical incidents, providing expert guidance and ensuring 24/7 system availability.
• Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization.
• Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery.
• Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service.

Skills

Leadership

SLA Management

Incident Management

SQL

JIRA

Confluence

Communication

Banking Knowledge

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

JIRA

Confluence

MS Office

Job description

Avaloq in Singapore seeks a dynamic Support Manager to lead client relations, ensure service delivery, and quickly resolve issues. You will balance client needs with internal capabilities, manage escalations, and guide a hybrid team ensuring 24/7 availability.

You will coordinate with internal and external partners, maintain documentation, and drive continuous improvement in support operations within a banking technology context.