Regional Head of Client Support – 5766

We are seeking an experienced professional with a proven track record of effectively managing multi-disciplinary support teams in a high-pressure services environment, delivering a complex service portfolio. Positive, driven and a natural collaborator, they will possess excellent interpersonal and communication skills, the intellectual confidence to succeed, leading and inspiring others, with the ability to operate successfully with senior level stakeholders.

The role is diverse and provides a challenging opportunity for a highly motivated and inspirational professional with industry vision, leadership, and communication skills to join this dynamic and forward-thinking organization. In this key management position, the successful candidate will play an important role in helping to shape the future of support services, and in developing a culture of customer service.

•Working closely with senior management, within ION Markets Cleared Derivatives US, you will be leading the Business and Technical Support teams in providing best in class support to our customers. You will have the following responsibilities: 

•Provide leadership to the US teams, including promoting a strong vision, opening effective communication and collaboration channels and driving forward the changes required in order to achieve it.  

•Act as the Incident manager and escalation point on critical incidents, overseeing issues through to resolution (Incident Management) and eradication (Problem Management).

•Conduct incident post-mortems, and document the findings to the highest standard for internal and external (Incident Reports) consumption, including the identification and completion of all required preventative and improvement actions.  

•Be action orientated, delivering continual positive change, enabling your team to deliver client service excellence.

•Drive process efficiency and effectiveness through continuous improvement and identify areas of work that can be standardised, streamlined and automated, in consultation with service participants.

•Be an advocate of standardisation and consolidation to a single toolset to reduce waste, and a driver to improve customer experience (universal ION experience).

•Proactively build and maintain strong trusted relationships with our clients.

•Enable the full potential of individuals and create high performing teams that consistently exceed client expectations.

•Bachelor's degree or equivalent experience.

•Minimum of 5 years’ experience in a similar management role in a high-pressure service environment, overseeing large teams in a matrix environment.

•Proven ability to develop teams and individuals to deliver excellent customer service.

•Have demonstrable experience of a forensic approach to issue resolution and eradication.

•First class communication skills, both written and verbal, and an ability to communicate effectively with C-Level staff.

•Must be passionate about service and client satisfaction, and be SLA driven.

•Comprehensive knowledge of service delivery frameworks and best practices, like such as ITIL.

•From a Financial technology background.

•Knowledge of the Cleared Derivatives.

•Knowledge of Derivatives trading platforms. (Highly desirable)

•Knowledge of Clearing & Settlement systems. (Highly desirable)

•Experience in dealing with financial institutions

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

With overt 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.

At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.