Service & Support Manager

Ascendo Resources; United States; On-site; USD 100,000 - 120,000; Full time

Job summary

A financial services organization seeks a dynamic Service & Support Manager to lead internal support operations. Responsibilities include overseeing the support team, managing key support metrics, and ensuring effective issue resolution. Candidates should have extensive experience in retail banking and demonstrated leadership skills. The role offers the opportunity to shape training programs and collaborate across various departments to enhance service delivery. Excellent communication skills and an analytical mindset are essential for success.

Qualifications

• Minimum of 5 years in retail banking, operations or support roles.
• 2 years in a supervisory capacity.
• Experience in leading teams in service-oriented environments.

Responsibilities

• Supervise and mentor the internal support team.
• Track and manage key support metrics.
• Act as primary contact for unresolved inquiries.
• Design and implement operational training programs.
• Ensure clear internal communication regarding policy changes.
• Work with teams in Operations, IT, and Compliance.

Skills

Leadership and coaching abilities

Strong communication skills

Problem-solving

Organizational skills

Analytical mindset

Education

Bachelor’s degree in Business, Finance or related discipline

Tools

Microsoft Office

core banking platforms

ticketing/case management tools

Job description

Service & Support Manager - NYC - Financial Services

Base pay range: $100,000.00/yr - $120,000.00/yr

Previous Retail Bank Experience is a plus!

This range is provided by Ascendo Resources. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from Ascendo Resources.

Overview

We are seeking a dynamic and experienced Service & Support Manager to lead our internal support operations. In this pivotal role, you will oversee a dedicated support team responsible for resolving employee inquiries, driving operational excellence and ensuring consistent communication across departments. You'll play a key role in shaping service strategies, enhancing training programs and championing process improvements that align with the firm’s mission and goals.

Key Responsibilities

• Team Leadership: Supervise and mentor the internal support team, providing coaching, training and performance feedback to foster growth and high performance.
• Service Delivery Oversight: Track and manage key support metrics such as response time and first‑contact resolution to meet or exceed service standards.
• Issue Escalation Management: Act as the primary point of contact for complex or unresolved inquiries, ensuring quick and effective resolution.
• Training & Development: Design, implement and maintain operational training programs that promote accuracy, compliance and consistency across the organization.
• Internal Communication: Ensure clear and timely communication of policy changes, system updates and process improvements through various internal channels.
• Cross‑Department Collaboration: Work closely with teams in Operations, IT, Compliance and other departments to identify and solve systemic issues and improve workflows.
• Process & Trend Analysis: Review support trends and data to recommend enhancements to processes, systems and training materials.
• Documentation Management: Oversee the development and upkeep of internal knowledge bases, FAQs and procedural guides to support team efficiency.
• Operational Readiness: Participate in testing and rollout of system upgrades, new tools and process changes to ensure seamless transitions.
• Culture Building: Foster a culture of service excellence, continuous improvement and team collaboration.
• Site Visits: Occasionally travel to other branch locations to support operational alignment and provide on‑ground leadership.

Qualifications

• Bachelor’s degree in Business, Finance or a related discipline preferred—or equivalent professional experience.

Required Skills & Experience

• Proven leadership and coaching abilities, with a minimum of 5 years in retail banking, operations or support roles—including 2 years in a supervisory capacity.
• Strong communication skills, both written and verbal (Spanish proficiency is a plus).
• Calm, professional demeanor under pressure with a focus on problem‑solving.
• Deep understanding of retail banking operations, services and regulatory compliance.
• Skilled in Microsoft Office, core banking platforms and ticketing/case management tools.
• Excellent organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Analytical mindset with the ability to identify trends and develop data‑driven solutions.

Preferred Qualifications

• Experience leading teams in call centre, employee support or service‑oriented environments within the banking or financial services industry.
• Familiarity with training development and implementation best practices.

Ready to lead a high‑impact team and shape the future of our internal service experience? We’d love to hear from you.