Product Manager Director (San Francisco) recruitment
Company Overview:
Founded in 1997, Calypso Technology is a leading global application software provider for the capital markets industry, delivering an integrated suite of trading, risk and processing applications within many of the premier financial institutions including banks, asset managers, hedge funds, and other companies participating in the world’s financial markets.
Its innovative platform is the industry’s first integrated application suite with the ability to support the trading, risk management, and processing of various financial products such as Interest Rate, Credit, Foreign Exchange, Commodity and Equity and their derivatives.
With strategically based offices in global financial centers in San Francisco (headquarters), New York, London, Paris, Frankfurt, Copenhagen, Moscow, Johannesburg, Sydney, Tokyo, Singapore, Hong Kong, Beijing, Mumbai and Chennai, our 500+ employees include some of the best talent from the capital markets and technology industries. Our global presence offers international exposure, experience and travel for many of our employment positions.
Calypso Technology's clients are industry innovators and leaders — from 8 of the world’s top 10 banks to regional and local banks, and the world’s largest asset managers, leading hedge funds, and insurance companies. With over 110+ customers and 18,000+ users around the world, we are extremely proud of the relationships we have developed. A partial list of our clients can be found here: www.calypso.com/customers/
With a world-class team of professionals who share a passion to succeed, Calypso places a high value on providing equal employment opportunities and maintaining a diverse workforce.
We invite you to explore the Calypso website and discover how our organization can help you to navigate your journey in finding a rewarding career and achieving your own personal and professional goals.
Job Description:
Calypso Technology is seeking a Director, Product Support. Calypso Technology's Product Support Organization is responsible for delivering great customer service by providing timely, accurate, and complete resolutions to issues related to the installation, upgrade, or use of Calypso Products. The Director, Product Support will be responsible for the vision, strategy, leadership, and management of a global organization with operations in San Francisco, London, Paris, Mumbai, Chennai, Signapore, and Tokyo.
The successful candidate will be capable of building relationships, and has a natural ability to develop trust and credibility with the senior leadership team, with all levels of the Calypso Technology organization, customers, prospects, and partners.
Responsibilities:
- Identify, implement, and institutionalize improvements to support processes and tools
- Maintain ISO 9001 certification
- Resource and capacity planning
- Talent Management including recruiting, onboarding, and performance management for a global group of Product Support Analysts
- Clearly articulate goals and objectives for the Product Support organization and measure progress against these goals and objectives
- Create and adapt an organizational structure that ensures objectives are achieved and ensures positive results to the Great Places to Work survey
- Ensure adherence to Customer Service Level Agreement (SLA)
- Lead and manage a global organization of business and technical analysts
- Foster an effective and collaborative partnership with Research and Development (Engineering)
Skills and Experience:
- Bachelors or Masters degree in Business, Finance, Computer Science or related field
- Experience in Capital Markets industry
- Technology industry experience preferred
- Proven experience collaborating and partnering directly with C-level management, board of directors, and senior management team
- Able to think strategically at a high level but implement at a detailed level.
- Strong business acumen, creativity and problem solving skills combined with effective management skills, and the ability to lead through influence and integrity
- Excellent communication skills (written, verbal, and presentation)
- An executive with the appropriate level of drive and "toughness" to effectively manage multiple demanding and critical projects and relationships in fast-paced environment – ensuring that results and deadlines are achieved without damaging morale
- Demonstrated ability to implement and institutionalize standards such as CMMi, SCP, ISO 9000 and /or guidelines such as ITIL
- Experience and knowledge of Java
- Experience creating / leading / managing global teams