This role reports to the Operations Manager and is responsible for leading the Support and Implementations team in the delivery, upgrade, maintenance and support of Broadridge's financial products. The focus of the role is to ensure that the technical team delivers support resolution and project deliverables in a timely, efficient and professional manner. The department provides an international client support function. Therefore, a flexible approach to working hours, some international travel and some out of hours working will be required in this role from time to time.
To lead and manage the Technical and Implementations team.
Responsible for managing the performance of Level 1 and Level 2 services and support to clients (internal and external) ensuring that KPIs are achieved.
Performs Remedy review and tracking.
Work efficiently with Sales/Pre-sales to advise and provide Professional Services estimates as and when required.
Ensure published Call Escalation procedures are observed.
Provide consistent and timely status updates (If and when necessary) to the client and direct line manager.
Maintain an up-to-date knowledge of all related Broadridge's products and technology.
Act as a leading source of technical information for designated products within the company.
Responsible for team's resourcing needs and act as main escalation point to clients.
Establish and set up scheduled onsite visits to clients.
Provide and ensure site specs are up to date.
Work with technical team to ensure internal IT, network, infrastructure and BCP requirements are met and maintained at the desired level.
PMP reviews and Workday management.
Software License management for BR products and Internal IT needs.
Provide and recommend self-development plans for Support team members.