Manager - Investment Management Support

Overview

The Manager, Problem Management - IMS, leads a team responsible for resolving product issues within the Investment Management Solutions portfolio. This role is pivotal in creating and executing a global support scaling plan, ensuring IMS Support is equipped to meet the demands of a diverse customer base. The Manager will focus on increasing the visibility of IMS Support's contributions, fostering operational transparency, and driving continuous improvement. This position requires strong technical acumen, operational insight, and the ability to collaborate across functions and geographies

Responsibilities

• Lead and mentor a team of IMS Support Analysts, fostering a culture of accountability, technical excellence, and customer focus.
• Develop and implement a global scaling plan for IMS Support, including resource planning, cross-training, and process standardization.
• Enhance visibility of IMS Support by developing and delivering regular reporting on support trends, team performance, and organizational impact to internal stakeholders.
• Accelerate the resolution of escalated IMS issues, ensuring timely, accurate, and well-documented outcomes.
• Analyze support data to identify trends, recurring issues, and systemic gaps; translate insights into actionable strategies for improvement.
• Collaborate with Engineering and Product teams to address root causes of client pain points and influence product enhancements.
• Champion continuous improvement by streamlining workflows, enhancing support tools, and upskilling the team.
• Represent the voice of the client in strategic discussions, ensuring IMS Support insights inform business and product decisions.
• Support the Director in driving cross-functional initiatives that improve product quality and client experience.
• Ensure adherence to SLAs and operational KPIs through structured workflows and performance management

Qualifications

Required :

KNOWLEDGE / SKILLS / ABILITIES

Preferred :

Pay Range

USD $85,200.00 - USD $145,200.00 / Yr.