Service Delivery Manager

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world's leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

Banking Operations is a strategic Avaloq service line providing Banking Operations outsourcing services to banks. We are organized as a global Business Area, running state-of-the art Backoffice services with industry leading automation, quality, and risk standards. Our highly skilled and experienced staff are covering the full suite of services including Securities, Payments, Corporate Actions and Tax, to name a few.

We are experts in providing a true value added to our clients and thus, always look to add creative and client-oriented personalities with drive and passion to our team. In this role, you are reporting to the Head of Service Delivery Managers in Asset Servicing Division. Our mission is to provide excellent services for our clients, meet the KPI designed and generate ideas to streamline the processes.

Your key tasks

The Service Delivery Manager facilitates outstanding service delivery in the areas of competence, serving as a senior professional in orchestrating and delivering the service, leveraging on an end-to-end global view, with a strong drive to excellence, outstanding customer orientation and a continuous improvement mindset.

• Coordinate Tax Statement Production: Main duty is to coordinate across different teams (IT and banking operations) to produce yearly and post-production tax statements. This includes ensuring smooth communication, clear organization and structure, monitoring progress, and facilitating the resolution of defects.
• Facilitate and Standardize Operations: Lead the harmonization and standardization of processes across global locations, ensuring efficiency and consistency in service delivery.
• Client Relationship Management: Act as the primary point of contact for service management and client interactions within your division. Lead client collaboration initiatives, including meetings, workshops, site visits, and community events.
• Service Excellence & SLA Management: Establish, maintain, and regularly review Service Level Agreements (SLAs) to ensure that service delivery consistently meets or surpasses client expectations. Implement dashboards and reporting tools to provide transparency and actionable insights. Continuously monitor service volumes, Voice of Customer (VOC), key performance indicators (KPIs), incidents, and near misses, taking prompt corrective actions whenever necessary.
• Incident & Escalation Management: Serve as the first escalation point for service delivery issues, managing major incidents and ensuring thorough follow-up and resolution.
• Continuous Improvement & Innovation: Drive and support projects, automation, and service improvement initiatives. Foster a culture of continuous improvement and support technical enhancements to the core banking platform.
• Initiate, Drive, and Support Mindset Transformation: Initiate, drive, and support the transformation of the mindset of people toward automation, embracing change, and adopting AI-driven solutions across teams and processes.
• Cross-Functional Collaboration: Systematically collaborate with Service Managers, participate in cross-divisional meetings, and share KPI analysis and improvement initiatives. Support and drive global and cross-service projects, such as regulatory transitions, system enhancements, and client onboarding/migrations.
• Client Onboarding & Prospect Support: Support the onboarding of new clients and contribute to converting prospects into clients by collaborating with expert teams and participating in workshops, RFI/RFP processes, and solution reviews.
• Documentation & Reporting: Produce ad hoc documentation, analysis, and reporting as required for internal and client-facing purposes.
• Global Initiatives Participation: Lead or contribute to global initiatives such as tax & regulatory transitions, system/process enhancements (e.g., ticketing tools, reconciliation, automation), and client migrations.
• Permanent Activities: Maintain ongoing collaboration with Service Managers, participate in monthly Service Delivery Manager meetings, organize client visits and workshops, and continuously analyze and improve processes based on VOC and KPI data.

Qualifications

• University or higher education degree and/or operational experience in Banking Operations
• Min. 3 years of proven experience in banking operations organizations with the ability to deliver in a fast-paced, multi-cultural and global environment
• Good knowledge of MS Office
• Good communication with a process-orientation and ability to understand complex situations
• Pro-active and can-do attitude with a high level of integrity and reliability
• Great flexibility and willingness to learn
• Strong operational risk understanding
• Analytical, communication and flexibility/adaptability skills
• Availability to work following EMEA shift
• Fluency in English

It would be a real bonus if you have

• Deep understanding of the interconnection between the various back-office activities (e.g. Settlement and Cash Management)
• Knowledge of Avaloq's Banking Core System
• German and any other language skills

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.