Support Manager (Hybrid) – SLA & Incident Leader

Avaloq; Singapore; Hybrid; SGD 90,000 - 120,000; Full time

Job summary

Avaloq in Singapore is seeking a dynamic Support Manager to lead our client-facing support team. You will be the primary contact for clients, ensure service delivery meets SLAs, and coordinate with internal groups to resolve incidents while maintaining transparency.

The role includes audit/compliance housekeeping, on-call leadership during critical incidents, and regular analysis of support trends to drive process improvements.

Qualifications

• Bachelor's degree or equivalent professional experience in a related field.
• Proven experience managing client accounts or leading client-facing support teams.
• Demonstrated expertise in team management and staff supervision with a focus on performance development.
• Excellent 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 (2 days 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

Client account management

Team leadership

Communication

Problem-solving

Auditing & compliance

Office & Excel

SQL

Education

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

Tools

JIRA

Confluence

SQL

Microsoft Excel

ITIL

Job description

Avaloq in Singapore is seeking a dynamic Support Manager to lead our client-facing support team. You will be the primary contact for clients, ensure service delivery meets SLAs, and coordinate with internal groups to resolve incidents while maintaining transparency.

The role includes audit/compliance housekeeping, on-call leadership during critical incidents, and regular analysis of support trends to drive process improvements.