Head of Customer Operations needed at Iress

Some of the awesome things you’ll be involved with:

• Lead and manage the support and implementation teams to ensure the successful deployment and maintenance of trading and market data applications.
• Develop and implement operational strategies that optimise efficiency and enhance client satisfaction across support and implementation.
• Oversee the resolution of complex technical issues, ensuring timely and effective solutions are provided to clients.
• Collaborate with product development and quality assurance teams to identify and address recurring technical issues.
• Coordinate with the product development team to prioritise and manage software updates, enhancements, and bug fixes.
• Analyse support & implementation metrics and KPIs to monitor performance, identify trends, and implement improvements.
• Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, while fostering a culture of continuous improvement to enhance collaboration and drive ongoing value.
• Ensure compliance with industry regulations and company policies in all operational activities.
• Drive continuous improvement initiatives to enhance service delivery, reduce costs, and increase operational efficiency.
• Provide regular reports to senior leadership on operational performance, challenges, and strategic initiatives.
• Foster a high-performance culture within the support and implementation teams respectively, promoting collaboration, innovation, performance and professional development.

What you will bring:

Qualifications and Certifications 

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field
• Certifications in project management or IT service management (e.g., ITIL) are preferred.
• Minimum of 5 years  experience in trading systems, market data applications, or related fintech industries

Professional Skills and Competencies

• Operations Management: Manages operations to deliver services that meet client and business needs. Experience in process improvement and efficiency optimisation.
• Service Level Management : Ensures that agreed service levels are met and maintained. Ability to understand and anticipate client needs and deliver exceptional service.
• Problem Management : Investigates and resolves complex problems, ensuring that data is properly documented and communicated.
• Project Management: Manages projects to deliver defined objectives and outcomes.
• Communication : Communicates effectively with stakeholders at all levels, ensuring clear and concise information exchange.
• Strategic Thinking: Develops and implements long-term strategies that align with business objectives.
• Analytical Thinking: Analyses complex issues, identifies trends, and develops effective solutions.
• Customer Focus: Demonstrates a commitment to providing excellent  customer service and support to customers. Ability to handle customer complaints and issues effectively.
• Collaboration: Works effectively with cross-functional teams to achieve common goals
• Technical Proficiency: Familiarity with relevant software and technology used in client service and implementation. Ability to leverage technology to improve operations and client service.
• Organisational Skills: Strong organisational skills and meticulous attention to detail. Ability to manage multiple projects and priorities simultaneously.