Director, Client Services

Responsibilities
The Director, Client Services:
Is responsible for managing the teams of Support Alalysts in the location/region/business line
Designs and implements all client projects within the allocated time and budget
Acts as a point of escalation for client implementation issues and increases technical alignment between the client and team to guarantee faster ticket delivery
Develops a road map to ensure all client requests (current and backlog) are addressed
Works closely with the Head of Client Services, Region to monitor the activities of the team, manages performance, sets goals and implements actions to improve individuals KPIs
Is responsible for ensuring the team’s engagement is at an optimal level
Strongly contributes to the company's CS revenue growth, to the client satisfaction level and overall positive image of the organization



Main processes, systems, tools used
UNIX based environments, in particular Red Hat Linux or similar
Scripting laguages like Python, BASH, JavaScript, etc.
Jira, Confluence, Bamboo, gtest, gmock, google benchmark, Forecast, Smartsheet



Experience
Bachelor's degree in Computer Science or relevant subject,
Understanding of financial markets and workflows
Understanding of Order Management Systems
at least 2 years in a managerial role
Senior Trade support role experience
Supported front end product solutions
Good written and verbal communication skills
Ability to work with global teams across time zones
Great attention to details
Capability to discuss with business and influence on priorities
Good project management skills
Strong Leadership skills
Fluent English is a must