1226 Makati City
Philippines
Support Manager
A bit about the role
The Support Manager serves as the primary point of contact for Avaloq clients in the APAC region, ensuring effective resolution of product-related issues, proactive escalation management, and end-to-end oversight of service level agreement (SLA) performance.
This role is also responsible for delivering first-level support for internal tools, managing user access requests in line with strict security and compliance standards, and maintaining operational readiness through audit and compliance activities. In addition, the Support Manager oversees global on-call support coverage, providing leadership during critical incidents to ensure continuous 24/7 system availability.
This position operates under a hybrid work model, requiring two days per week in the office.
Key Responsibilities:
- Serve as primary client contact for all support matters, leading regular performance reviews and ensuring high satisfaction and SLA adherence
- Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues
- Deliver first-level support for Avaloq tools, including user access enablement, access control management, and secure remote database access governance
- Maintain audit and compliance integrity through regular housekeeping activities, token management, and compliance reporting
- Support on-call operations, including acting as Manager in charge, as needed, during critical incidents and providing expert guidance to clients on support processes and tools
A bit about you
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
- Experience in managing client accounts or client-facing roles
- Excellent communication and problem solving skills
- Strong leadership and prioritization skills under time-sensitive conditions
- Strong organizational skills with attention to audit and compliance procedures
- Strong knowledge of the banking industry, including financial products, processes, and terminology
- Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis
- Proficiency in SQL for data queries and access validation
- Familiarity with JIRA and Confluence
- Willingness to work in a hybrid setup (2 days in-office per week)
- Ability to work during holidays on a rotational basis.
It would be a real bonus if you have:
- Experience with Power BI for reporting and dashboard creation
- Software development experience
- Experience in access management and security controls
- ITIL certification
Additional information
We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.
#LI-Hybrid
Benefits
- Annual bonus
At Avaloq we work hard to remain an industry leading provider and we love to reward our colleagues with a share of that success with an annual bonus, you will even remain eligible for annual bonus while you do the hardest job of your life – taking care of your children during parental leave.
- Flexible working
We understand that fitting your life around your job can be challenging which is why in most roles we offer flexible working to allow you to thrive both in and out of work.
- Instant recognition
We love to see people thriving in their roles and we have an instant recognition scheme at Avaloq to help managers reward the great work our colleagues deliver with a gift to say thanks.
- Access to Udemy for professional and personal learning
We think it is important to learn and grow professionally, but if you are someone who likes to learn outside of work we give you access to online learning for both professional and personal learning, with over 210,000 courses to choose from.
About us
Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.