Global Technology – Sales and Trading Support Manager – AVP recruitment
About Deutsche Bank
A Passion to Perform. It’s what drives us. More than a claim, this describes the way we do business. We’re committed to being the best financial services provider in the world, balancing passion with precision to deliver superior solutions for our clients. This is made possible by our people: agile minds, able to see beyond the obvious and act effectively in an ever-changing global business landscape. As you’ll discover, our culture supports this. Diverse, international and shaped by a variety of different perspectives, we’re driven by a shared sense of purpose. At every level agile thinking is nurtured. And at every level agile minds are rewarded with competitive pay, support and opportunities to excel.
About Group Technology and Operations
The strength of technology and operations is present in everything we achieve. Delivering tailored information technology and seamless transaction solutions is essential to Deutsche Bank’s global resilience. Pioneering technologies and re-engineering processes, we combine exceptional levels of innovation with world-class client service.
Our division designs and develops the systems, software and solutions that make millisecond transaction times cost-effective and reliable. Every second, we face the technological and logistical challenges implicit in growth, market change and constant competition.
Summary
The Sales and Trading Support Manager is responsible for providing specialist leadership to the Sales and Trading
(ST) Helpdesk, in support of the Global Markets business of Deutsche Bank Group Japan.
The successful candidate must have expertise in the areas of service delivery, service level management, desktop support, people management, performance appraisal, hiring, business writing, and public speaking.
The ST Helpdesk consists of six engineers and a Team Lead, and supports about 400 users. The Team Lead
manages daily operations, small projects, monitors the ticket queue, and ensures daily work is divided evenly among
the engineers.
Job Responsibilities
• Ensure the ST Helpdesk provides optimum service levels to the Global Markets business
• Take overall responsibility for the resolution of incidents and problems assigned to the team. Oversee the resolution of complex incidents. Ensure that support analysts apply the right problem solving techniques and processes.
• Assist in managing business stakeholder relationships.
• Assist in defining and measuring KPIs (Key Performance Indicators) to gauge the team's performance.
• Report performance against defined KPIs to business and IT stake holders.
• Assist in defining and managing OLAs with IT stakeholders and ensure OLAs are aligned with business SLAs.
• Ensure relevant Client Service teams are informed of progress on incidents, where necessary.
• Ensure that defined service operations and support processes are adhered to by the team. Make improvements and
recommendations as necessary.
• Hold regular team meetings, and regular one-on-one meetings with all employees.
• Manage escalations by working with other IT functions to ensure that incidents are resolved quickly and correctly.
• Continually seek to improve team performance.
• Organize and participate in team training events, as well as team-building events.
• Mentor and develop employees, providing career development counseling as needed.
• Set performance targets for employees and manage performance against those targets.
Key Competencies
• English / Japanese bilingual
• 5+ years managing a Helpdesk in international finance
• Excellent communication, negotiation, and conflict resolution skills
• High emotional intelligence
• Proven ability to succeed in a high-stress environment
• Ability to think clearly and quickly under pressure
• Solid technical background and previous hands-on Helpdesk experience
• Basic exposure to front office businesses (Fixed Income, Equities, Foreign Exchange, Commodities, Research)
Qualifications and Experience
Experience / Exposure
• Service Operations experience with a global operations context.
• Extensive experience managing and mentoring Service Operations teams.
• Broad ITIL / best practice service context within a real-time distributed environment.
• Experience managing relationships across multiple disciplines and time zones.
Education / Certification
• Bachelor Degree from an accredited college or university with a concentration in Computer Science or other IT-related
• discipline. (or equivalent work experience or diploma)
• ITIL Foundation Certificate
About the Rewards you can expect
Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.
Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, color, sexual orientation or disability.
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