Manager of Fixed Income Operations recruitment

Job Summary

Ipreo Fixed Income Deal Support is being expanded to encompass full product support for the entire Fixed Income product suite (IssueBook UK-ASP, US ASP and In-house as well as IssueNet). The team will be responsible for answering all second line support queries and ensuring that the SLA’s are met. We are looking for an experienced, talented individual with good Finance knowledge, management skills, ability to work independently and drive change and provide a professional service to our clients by managing the new FI Support Team. This role involves handling stress and coping with multiple high priority issues requiring excellent skills juggling issues and remaining good humoured.

Responsibilities

• Ensuring good client relationships are maintained and developed.

• Implementing a professional global support process and helpdesk app

• Monitoring, tracking and reporting on all agreed SLA’s

• Defining the priorities of all client issues, ensuring that they fall within the correct category of the SLA and are therefore dealt with correctly.

• Provide input into discussions with Product Owners as to future direction of the products

• Coordination of Onsite support where required.

• Coordination of Pre-Sales support – Product demonstrations for IssueNet as well as selling existing functionality and new product to new/existing clients (demo’s)

• Agree processes and establish close liaison with US and HK teams, ensuring proper handover of COB issues for “follow the sun” client support.

• Some travel to other Support regions as well as European clients will be required

• Flexible working within the roster supported hours will be required (currently 7am – 6:30pm GMT/BST).

• IssueNet: Planning releases and patches

• IssueBook: Planning patches, planning deployment of the release (currently this involves sending out notifications and coordination with IT and assigned dev and Product team) and release support

• Management of patch fix testing done by FIDS and/or incorporating additional QA in coordination with QA Manager.

• Ensuring bug fix integration is closely managed in a visible way according to the procedure.

• IssueNet: Accreditation Management – planning and resource management and communications regarding:

Ø Accreditation (internal and external)

Ø Reaccreditation after changes to our API

• Data clean – planning and execution.

• Building a global support team.

• Occasional work outside of standard hours when urgent issues arise

• Managing IssueNet deal monitoring by FIDS team and/or global teams outside of London and transitioning the use of the Dashboard/Alerts.

• Responsible for efficient running of Production issues workflow including liaison with FIDS, Product and FIDDR, client communications, adherence to SLAs. Coordination of this across regions as the support structures differs in each.

• Ensuring sufficient resources for all of the above.

• Management FIDS team participation in UAT support (replicating issues raise)

• Coordinate with NY support teams (business and technical)

• Management of migrations from on prem to hosted – client side contact and internal coordination – options being discussed

The Manager of Fixed Income Operations will manage a support team growing to a maximum of five employees. The role will be “hands on” i.e. the manager will be expected to understand and support all products (the ability to write specifications being essential), the SLA’s and the clients’ needs. The manager will be expected to mentor his/her team and provide leadership and guidance and where necessary implement rosters to cover supported client hours.

The manager must be comfortable liaising with technical resources, in particular the Manager of Fixed Income Development and have a clear understanding of client issues such that priority calls can be made effectively and correctly to maintain good client relationships.   

Skills Required

• Outgoing personality and a good team player

• Management of multiple processes, projects and individuals.

• Strong communication skills and a proven ability to cope with a pressured environment.

• Knowledge of Office applications including SharePoint and Excel and a familiarity with the Internet and the techniques involved are essential.

• An understanding of relational databases, SQL and web services would be advantageous.