Our client is a global banking transactions firm looking to add a service control manager to their growing team in NYC.
Position Overview:
· Manage all staff and activities of the shift
· Provide operational and technical support services .
· Responsibilities will vary according to the role played by the Shift, the Service being managed and the deadlines and varying processes to be adhered to.
· Monitoring the rates of funding and settlement against defined deadlines and escalating nonperformance.
· Manage the escalation of any failure of any of the Core systems and its packages, any of the business systems, any of the communications networks (SWIFT FIN, SWIFT NET and IBM Global Network) and any of the data feeds.
· Support and advise Member Banks with technical and service related issues both on live and test systems, and assist with upgrades and member technical approval.
· Provide Technical and Operational support for all participant clients as well as problem management and problem resolution.
· Monitoring of the infrastructure out of business hours.
· Perform intraday and end of day reconciliation of statements from the Central Banks
· Monitor opening and closing of RTGS and other systems.
· Invoking and executing Failure Management and Crisis Management procedures
· Produce and distribute regular internal and external facing reports in various formats, e.g. Word/Excel/Email.
· Compliance monitoring and execute compliance related tasks.
· Operate and manage the Test Service in accordance with live operational procedures.
· Process Static Data Changes for all participant clients and handling of Static Data enquires.
· Managing activities of staff on the shift and addressing any issues / requests from staff in a timely manner.
· Ensure that staff are regularly appraised, given feedback on their performance and set SMART objectives.
· Ensure that all service problems are managed in accordance with the policies of the Bank and that problems are escalated correctly and in a timely fashion.
· Ensure a seamless handover from shift to shift and that problems/issues are fully documented and understood.
· Escalate any issues and manage crisis events in accordance with standard procedures.
Person specification:
Qualifications Essential Desirable
· Strong academic background (ideally including math, business or a related subject).
Experience required (sector knowledge, specific work/projects, product knowledge)
· Experience and/or ability of managing and motivating a team in an operations or technical environment.
· Extensive experience in a banking environment, preferably encompassing all aspects of middle and back office processing.
· Proven track record of IT experience in a technical operations environment, and experience in an Analyst role working closely with and supporting bank operations.
· Thorough knowledge of international payment operations.
· Thorough knowledge of trade input, confirmation matching (manual and electronic), reconciliations and SSI s.
· Will have dealt with customers and other third parties directly.
· Hands on Microsoft experience including Windows and Office.
· Hands on UNIX experience at fundamental level.
·Knowledge of ITIL standards and Service Desk process flow.
· Experience of supporting bespoke applications.
· Working knowledge and understanding of SWIFT network and interfaces.
· Experience of working with trouble ticketing / problem management system.
· Experience working with Remedy application.
Person profile Key performance measures:
· Skilled supervisor/manager
· The person will be a skilled supervisor/manager who enjoys a challenge and change. S/he will be a good people manager, self-motivated, enthusiastic, articulate and a good communicator. Other skills required are tenacity, flexibility and analytical.
· Delivers an effective and consistently high quality service to customers. Ensures that all requests from both within and outside are responded to promptly and accurately and that all appropriate steps are taken to satisfy customer demands and needs. Will strive continually to improve service to the benefit of the organization and its customers.
· Flexible in terms of working hours and able to work any of the shifts covering the 24 x 5.5 support model.
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