Service Delivery Guardian (JR1016102)

  • 4 King Street West, Toronto, Canada
  • Full-time

Company Description

Broadridge Financial Solutions, Inc. (BR), a $4 billion global Fintech leader and a part of the S&P 500® Index, is a leading provider of investor communications and technology-driven solutions to banks, broker-dealers, asset and wealth managers and corporate issuers. Broadridge provides an important infrastructure that powers the financial services industry and employs over 11,000 associates in 18 countries. For more information about Broadridge, please visit Broadridge.com/.

Job Description

In this role, Service Guardian (production support client service manager) will manage the client relationship across all aspects of production for Tier 1 clients, overseeing across all applications, products and services. In addition, the Sevice Guardian will cover all day to day Client activity, Disaster Recovery/ BCP Testing support. Manage issue resolution and workflows with Development for all Production and UAT testing.

I. Client Service Management

  • Take ownership of client experience within Service Delivery
    • Be the voice of the client; advocate internally
  • Build internal networking teams aligning client goals and dependencies
    • Identify sensitive client issues
    • Communicate urgency
  • Meet with clients regularly and engage in open dialogue
    • Deep understanding of client’s business needs
    • Communicate meeting agendas with Account Management, SD management and relevant Product teams
  • Ensure clients are aware of application changes and major updates impacting their business
  • Coordinate client workshops/round table events

II. Project Management

  • Work with clients to prioritize open and aged issues
  • Coordinate across internal teams to manage client expectations
  • Coordinate internally on any current or upcoming testing
    • Upgrades/New business
    • Disaster Recover
  • Presenting metrics to clients regularly
  • Identify and implement process improvements to ensure SLA’s are met

III. User Support Escalation

  • Escalation point for production issues
    • Work with Incident Management to properly escalate open PPE’s
  • Oversee open Remedy tickets
    • Work directly with Product and Development teams to prioritize open escalated remedies
    • Alert Account Management of sensitive issues
    • Manage client’s expectation on resolution for escalated remedies
    • Ensure client receives timely and accurate updates on production related issues and inquiries

IV. Identify Business Opportunities

  • Use metrics and product knowledge to identify opportunities
    • Identify process improvements 
    • Identify under utilities functionality
    • Identify training opportunities

Qualifications

Education:

  • Bachelor or Graduate degree in business (preferred)

 Experience:

  • 5+ years in a technology or operations for financial services company
  • Financial brokerage industry with particular focus on Wealth Management and Capital Markets 

Personal Skills:

  • Excellent interpersonal and communication skills
  • Ability to grow and maintain client relationships
  • Strong project management and organization skills
  • Ability to manage multiple clients in a fast-paced environment
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