A bit about the role
A support manager is the primary customer contact for operational enquiries of any Avaloq Product. They are the first escalation point for operational frictions and react on them according to defined processes.
Your key tasks
- You will have a group of customers that you are personally responsible for, building up a relationship of trust with them, ensuring that they receive an appropriate level of support from various teams, getting to know them, their projects and hot topics, handling their escalations and requests.
- Excellent written and spoken English is required, a strong customer focus and the ability to convince others of your viewpoint even if it conflicts with theirs.
- As you will often be negotiating between internal and external customers, it is important that you are able to understand and empathize with multiple perspectives and points of view and be able to mediate between them. This task requires not only empathy, but the strength of character to push through sometimes difficult decisions.
- A strong IT affinity is important as you will be a superuser of multiple internal tools, creating and generating Power BI reports, as well as training internal and external customers on their use.
- Within Avaloq there are many ongoing projects where the Support Team is often required to contribute, as such you need to be able to work well in a team and help to provide creative solutions.
- Occasional travelling may be required.
A bit about you
- University degree in Business Management, Asian Studies, Communication or college of higher education
- Excellent spoken and written English
- Highly customer-focused with excellent customer service skills
- Being able to remain calm, think logically and react appropriately in highly pressurized situations
- A keen attitude – we are looking for a motivated person who is willing to develop as the role develops
- Being a team player and working close to the team in Manila and in Zurich
It would be a real bonus if you have
- Experience in 1st and/or 2nd level applications support
- Banking knowledge
- SQL knowledge
- Power BI knowledge
- Mandarin or Cantonese speaking/writing ability
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.
A bit 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.