Your Tasks
- LEADERSHIP
- You lead an international team at two locations and continuously develop these teams and bring them to peak performance
- CUSTOMER
- You are responsible for increasing and measuring customer satisfaction and promote customer satisfaction through excellent customer service processes
- You handle customer inquiries and complaints, advise our customers and, together with your team, ensure the delivery of high-quality services at the agreed service level
- You are responsible for professional communication with our customers on service requests, complaints and cross-cutting issues (e.g. emergency management, emergency testing, technical services)
- INTERNAL
- You design the overall concept for customer services in close cooperation with your local teams
- You optimize the service portfolio as well as the customer service processes continuously and sustainably and align the services with possibilities of a "self service" for our customers
- You reduce manual effort, create scalable/automated/digitized processes and define efficient and effective standards for professionalizing customer service
- You define the service level and choose appropriate internal and external KPIs
- You continuously develop these KPIs, identify and implement efficiency improvement opportunities and report directly to our customers and management
- You ensure the data and process quality in our ecosystem flowsuite® and coordinate the assurance with interdisciplinary teams
- You work closely with other departments from Front Office Solution, Data Warehouse, Application Management Service, Sales as well as Product Management, understand their needs and find new solutions
Your Skills
- GRADUATION
- You have a successfully completed degree in economics, business informatics, financial mathematics or comparable professional training
- PERSONALITY / WAY OF WORKING
- You have a strong customer orientation and a willingness to perform services
- You assert yourself with your excellent analytical skills and your high consulting and problem solving competence even in difficult situations and always find a solution for our customers with your team.
- You have strong interpersonal skills and excellent communication skills
- You have a strong solution orientation with a hands-on mentality and independently find customer-centric and employee-focused solutions
- You are passionate about data and process analysis, data strategies, visualization and monitoring
- You enjoy working in and with cross-functional teams
- EXPERIENCES
- You have at least two years of professional experience in managing a customer service desk; ideally at an IT service provider for the financial industry
- You have cross-functional and international/intercultural experience
- You have extensive knowledge of financial instruments and experience with their processing
- You have knowledge in the financial industry; ideally in the asset management industry
- KNOW-HOW
- You are no stranger to visions and strategies and you are experienced in organizing and leading teams in an agile project and company organization
- Challenging, promoting and coaching are important components of your leadership philosophy
- You have very good knowledge in SimCorp Dimension as well as in the use of JIRA and Confluence, additional knowledge in Salesforce and a basic technical competence are an advantage
- You are proficient in MS Office applications
- LANGUAGES
- Very good knowledge of German and English, both written and spoken
Your Benefits
- flexible working hours
- hybrid working model
- 30 vacation days
- Bike-Leasing
- Jobticket
- Best-in-class equipment
- Employee discounts
- Company pension plan
- Coaching
- further education
- employee events
- international team
- flat hierarchies
- Breakfast, fruit, drinks, specialty coffees and many other amenities
Become part of the team
If these varied tasks and individual development opportunities in a flexible working environment have aroused your curiosity, your contact person for initial contact will be happy to help you by telephone.
Your contact
Matthias Biedenkapp
Theodor-Heuss-Allee 70
D-60486 Frankfurt am Main