support manager resume

• Led the technical support unit, resolving an average of 120 high-complexity customer cases per month, maintaining a 95% customer satisfaction rate.
• Introduced a proprietary troubleshooting protocol to minimize issue resolution time by 30%, significantly exceeding the department’s efficiency targets.
• Mentored a team of 10 support personnel, enhancing team's issue resolution capacity by 25% within the first year through targeted training programs.
• Directed on-site client training, personalizing sessions on AutoCAD and Revit, boosting client onboarding efficiency by 40%.
• Collaborated with product developers to relay customer feedback, resulting in 5 major software updates that increased overall software stability by 15%.
• Developed and standardized a comprehensive knowledge base, decreasing the average call handling time by 20%.
• Served as a first point of contact for customer software issues, successfully resolving over 1,000 tickets annually.
• Implemented a customer feedback loop with the development team, which influenced 3 significant feature roll-outs in Adobe Creative Cloud applications.
• Optimized the CRM database for efficiency which improved data retrieval times by 35% for the customer support team.
• Facilitated product-specific training sessions for 200+ customers, improving software adoption and customer retention rates by 18%.
• Analyzed performance metrics to identify trends in customer inquiries, informing the creation of a targeted FAQ section that reduced incoming ticket volume by 10%.
• Provided critical software support for QuickBooks users, reducing average resolution time by 25% over a two-year period.
• Managed a portfolio of client accounts, ensuring 99% of clients rated service as 'Excellent' based on post-interaction surveys.
• Streamlined inter-departmental communication, which enhanced issue escalation processes and reduced client downtime by 20%.
• Played a key role in the beta testing team for new QuickBooks features, providing detailed reports and feedback used to refine product offerings.

10 Technical Support Manager Resume Examples & Guide for 2024

The role of a technical support manager involves overseeing support teams, ensuring customer satisfaction, and managing technical issues efficiently. Highlight your experience in team leadership, proficiency in troubleshooting complex problems, and a strong track record of improving customer service metrics on your resume. Consider adding skills such as effective communication, technical expertise in relevant software, and project management capabilities. Mentioning any successful initiatives that led to increased customer retention and your ability to train and develop team members can significantly enhance your appeal.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Technical Support Manager resume example

As a technical support manager, articulating your diverse skill set and specific technical proficiencies in a concise resume can be a significant challenge. Our guide provides tailored strategies and examples to help you effectively showcase your expertise and leadership qualities, ensuring you stand out to potential employers.

Format your technical support manager resume to ensure that it balances professionalism with creativity, and follows the best practices.
Match the technical support manager job requirements by including industry keywords on your resume.
Use various resume sections to showcase your skills and achievements to answer why you're the best candidate for the technical support manager role.

Take inspiration from leading technical support manager resume examples to learn how to tailor your experience.

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Is there a correct way to format your technical support manager resume?

This is a tricky question. While skimming over your resume, recruiters will be looking at your experience and the message your profile conveys. That's why your resume format needs to be clear and concise, serving to supplement and organize your experience. Professional best practices point that the best technical support manager resumes:

Follow the reverse chronological order, where the most recent experience items are presented first . This is to keep your expertise succinct and to show recruiters your career growth over the years;
Have a clearly defined header that includes all relevant contact information and a portfolio or a LinkedIn link. In some countries, it is acceptable to include a professional photo , so that your application is more memorable;
Feature the most important technical support manager resume sections towards the top, e.g. summary, skills, and experience. That way, recruiters can immediately find information that is relevant to the role;
Take up no more than two pages - and two pages are the exception for more experienced professionals. Keep your expertise to the point and use your technical support manager resume real estate wisely .
Selecting modern, yet simple fonts, e.g. Rubik, Lato, etc., would help your application stand out;
Many candidates stick with the tried-and-tested Arial or Times New Roman, but you'd want your technical support manager resume to be a bit more unique;
The ATS can read all serif and sans-serif fonts, so you should avoid fancy, formal script (or cursive) fonts.

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The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

The five (plus) definite sections your resume for a technical support manager job should include are:

Header with your headline, contact details, and/or a preview of your work
Summary (or objective) to pinpoint how your success aligns with the role
Experience with bullets of your most relevant achievements in the field
Skills to integrate vital job requirements (both technical and personal)
Your further dedication to the field, showcased via relevant higher education and/or certifications

What recruiters want to see on your resume:

Proven experience in leading and managing a technical support team, including hiring, training, and performance management.
Demonstrable ability to develop and implement effective customer support strategies and procedures to improve service quality and efficiency.
Strong technical acumen with an understanding of IT support tools, ticketing systems, and remote support solutions.
Advanced problem-solving skills and a track record of successfully resolving complex technical issues in a timely manner.
Excellent communication and interpersonal skills, with the ability to interact positively with both team members and customers at various levels of technical expertise.

Creating your technical support manager resume experience to catch recruiters' attention

Remember that for the technical support manager role, hiring managers are looking to see how your expertise aligns with their requirements. Here's where your resume experience section can help out. Make sure you:

Include mainly roles that are relevant to the technical support manager job you're applying for;
Don't go too far back in your experience - recruiters will only care what you did a decade ago if it's really important for the technical support manager role;
Each bullet you include should say what you did, followed by the skills you used and the actual end result of your efforts;
Quantify each of your achievements with numbers and possibly the overall effect it had on the organization;
Highlight transferrable skills - or personal skills you've attained thanks to past jobs - that could be applicable within your potential workplace. This would showcase your unique value as a professional.

Formatting the experience section of your resume doesn't have to be an over-the-top deep dive into your whole career. Follow the technical support manager resume examples below to see how industry-leading professionals are presenting their experience:

Spearheaded the technical support team at a rapidly growing SaaS company, improving ticket resolution times by 30% within the first year by implementing more efficient workflow processes.
Pioneered an internal knowledge base for complex technical issues, which increased first-call resolution rates by 25% and enhanced overall team productivity.
Negotiated and managed vendor partnerships that enhanced our support toolset, enabling staff to troubleshoot issues 20% faster and improving customer satisfaction scores by 15%.
Overhauled the entire technical support strategy for a leading cybersecurity firm, reducing system downtime for clients by 40% through the introduction of proactive monitoring protocols.
Trained and expanded the support team from 15 to 35 members, ensuring a wider coverage of expertise in network security and intrusion detection systems.
Developed and led a cross-functional incident response team which diminished average incident response time from 4 hours to under 1 hour.
Managed technical support initiatives for cloud infrastructure at an industry-leading company, resulting in a 90% customer satisfaction rating.
Implemented a tiered support system to effectively prioritize incoming queries, which slashed average response time by half while maintaining quality resolutions.
Drove a company-wide push for support automation that saved $1 million annually through the reduction of manual processing tasks.
Launched a new multilingual technical support framework to cater to an international user base, which grew our market share in Europe and Asia by 20%.
Led the technical support department's adoption of agile methodologies, contributing to a 35% uptick in cross-departmental project completion rates.
Orchestrated the migration of our legacy CRM system to a modern cloud-based solution, enhancing data accessibility for the technical support team.
Directed a team of over 50 support professionals providing 24/7 service for a major telecommunications operator, slashing service interruption frequency by 45%.
Piloted a remote diagnostic toolkit for field technicians, which reduced on-site visit durations by approximately 20% and customer equipment downtime by 25%.
Masterminded a cross-training program that increased team versatility, allowing staff members to cover an additional range of technical issues with a 30% higher efficiency rate.
Designed a comprehensive service level agreement (SLA) monitoring system that raised SLA compliance from 85% to 98% within one fiscal year.
Transformed the end-user experience by rolling out an AI-powered chatbot assistant that cut average problem resolution time from 15 minutes to 5 minutes.
Instituted regular technical workshops for client IT teams, bolstering the effective use of our product suite and resulting in a 35% drop in recurrent support tickets.
Managed the integration of a new ITSM platform which streamlined ticket handling processes and reduced resolution times by 22% within the first six months.
Coordinated with the product development teams to refine software based on customer feedback, leading to a 15% improvement in customer retention.
Implemented a metrics-driven approach to performance reviews, which identified key areas for professional development and led to a 40% increase in team productivity.
Orchestrated the regional deployment of a unified communications solution that increased internal collaboration efficiency by over 30%.
Championed a customer feedback initiative that directly influenced four major software updates and a reduction in support tickets by 18% over two years.
Developed a career progression plan for the technical support department which improved employee retention rates by 25% in a highly competitive job market.

Quantifying impact on your resume

Enumerate the size of the support team you managed, indicating your ability to lead and coordinate large groups.
Measure the percentage reduction in customer support tickets to highlight efficiency improvements.
Quantify the percentage increase in customer satisfaction ratings to demonstrate enhanced service quality.
Indicate the number of training sessions conducted to showcase leadership and teaching skills.
Detail the reduction in average handle time per support ticket to show process optimization.
List the budget managed to reflect financial responsibility and resource allocation skills.
Include the number of support channels overseen to portray adaptability and multi-platform expertise.
Report the rate of issue resolution improvements to underscore your problem-solving impact.

Action verbs for your technical support manager resume

Technical support manager resume without experience: a walk-through guide

If you don't happen to have any relevant experience yet, you can substitute this with:

Short-term gigs and stunts - like month-long internships, that you have done during your university days
Contract work - be specific about the relevance and outcomes of each role you include
Resume format that prioritizes your skills - the functional-skill-based format or hybrid format could work
Research roles - feature those especially prominently if you've participated in a noteworthy project or your role was of utmost importance to the project's success.

Featuring your hard skills and soft skills on your technical support manager resume

The skills section of your technical support manager resume needs to your various capabilities that align with the job requirements. List hard skills (or technical skills) to showcase to potential employers that you're perfectly apt at dealing with technological innovations and niche software. Meanwhile, your soft skills need to detail how you'd thrive within your new, potential environment with personal skills (e.g. resilience, negotiation, organization, etc.) Your technical support manager resume skills section needs to include both types of skills to promote how you're both technical and cultural fit. Here's how to create your bespoke technical support manager skills section to help you stand out:

Focus on skill requirements that are listed toward the top of the job advert.
Include niche skills that you've worked hard to obtain.
Select specific soft skills that match the company (or the department) culture.
Cover some of the basic job requirements by including important skills for the technical support manager role - ones you haven't been able to list through the rest of your resume.

Get inspired with our technical support manager sample skill list to list some of the most prominent hard and soft skills across the field.

Top skills for your technical support manager resume:

Knowledge of ITIL framework

Proficiency in ticketing systems (e.g., Jira, Zendesk)

Experience with remote support tools (e.g., TeamViewer, LogMeIn)

Familiarity with network troubleshooting tools (e.g., Wireshark)

Understanding of operating systems (Windows, macOS, Linux)

Experience with database management systems (e.g., MySQL, Oracle)

Knowledge of cloud services (e.g., AWS, Azure)

Proficiency in scripting languages (e.g., Python, Bash)

Experience with hardware troubleshooting

Familiarity with cybersecurity principles

Strong communication skills

Problem-solving abilities

Team leadership and management

Empathy and customer service orientation

Time management skills

Adaptability and flexibility

Conflict resolution skills

Ability to work under pressure

Critical thinking

Mentoring and training skills

What are the best certificates to add to your technical support manager resume + how to curate your education section

The education and certification resume sections are the underdogs of your technical support manager resume.

They showcase to recruiters that you've invested plenty of time to gain valuable and specific know-how, vital for growth.

As far as the resume education section is concerned:

Detail only advanced education, specifying the institution and timeframe.
Indicate your forthcoming graduation date if you're in the midst of your studies.
Consider omitting degrees that don't align with the job's requirements.
Offer a description of your academic journey if it underscores your notable achievements.

When curating your degrees and certificates on your technical support manager resume:

Select only accreditation that matters to the role
Niche knowledge that could help you stand out as a candidate (as is within the past few years), should be listed towards the top of your resume
Include any pertinent data for credibility (e.g. institute name, graduation dates, etc.)
Irrelevant degrees and certifications shouldn't make it on your resume. Those include your high school diploma and any specializations that have nothing to do with the technical or soft skills that are required for the job

As a final note, if you feel tempted to exclude your education or certification from your resume, don't.

These two sections could help you have a better competitive edge over other candidates - hinting that your professional journey in the industry may be for a longer period of time.

Recruiters find all of these technical support manager credentials impressive:

The top 5 certifications for your technical support manager resume:

Microsoft Certified: Azure Fundamentals (AZ-900) – Microsoft
Certified Information Systems Security Professional (CISSP) – (ISC)²
ITIL Foundation Certification – AXELOS
CompTIA A+ Certification – CompTIA
Project Management Professional (PMP) – Project Management Institute (PMI)

List all your relevant higher education degrees within your resume in reverse chronological order (starting with the latest). There are cases when your PhD in a particular field could help you stand apart from other candidates.

How to List Expected Graduation Date on Your Resume
How To List Certifications On A Resume (Examples Included)

Writing the technical support manager resume summary or objective: achievements, keywords, dreams, and more

Deciding on whether to include a resume summary or resume objective should entirely depend on your career situation.

If you have:

Plenty of relevant achievements you'd like to bring recruiters' focus to, make use of the resume summary. Ensure each of your achievements is quantified with concrete proof (e.g. % of cases solved).
Less applicable experience, utilize the resume objective. Within the objective include a few noteworthy, past successes, followed up by your professional dreams.

As a bonus, you could define in either your technical support manager resume summary or objective what makes you the perfect candidate for the role.

Think about your unique hard and soft skills that would make your expertise even more important to the job.

These technical support manager professionals have completely covered the formula for the ideal resume introduction:

Resume summaries for a technical support manager job

Seasoned technical support manager with over 10 years of experience in the IT industry, specializing in software support and team leadership. Instrumental in reducing system downtime by 30% at Tech Solutions Inc., leveraging skills in SQL, Python, and ITIL practices. Proven track record in delivering exceptional client satisfaction and team performance.
Dedicated IT professional with 8 years' experience transitioning into Technical Support Management, offering a strong foundation in network administration and a history of successful project management at CompuGlobal. Excelled in attaining a 95% positive customer feedback rating through effective problem-solving and communication abilities.
Former Senior Network Engineer seeking to bring 12 years of technical expertise and leadership into the Technical Support Management sphere. Recognized for achieving top-tier system reliability at DigitalFrontiers, adept at leading cross-functional teams and implementing robust tech solutions to enhance user experience and operational efficiency.
Dynamic professional with 7 years in customer service management, aiming to pivot into Technical Support Management. Brings a passion for technology and user support, combined with a Bachelor's degree in Computer Science and a track record of improving customer service protocols resulting in a 40% increase in client retention at ServiceMax Corp.
Aspiring technical support manager with an educational background in Information Technology and 2 years of hands-on experience in helpdesk roles. Eager to apply theoretical knowledge and a keen interest in emerging tech trends to foster client relations and streamline support processes. Objective to make a tangible impact in a challenging environment.
Recent IT graduate poised to launch a career in Technical Support Management. Armed with a robust understanding of network infrastructure and client-side software troubleshooting. Keen to apply acquired skills in practical settings, driven by a robust motivation to excel in customer satisfaction and team development.

Taking your technical support manager resume to the next level with these four additional resume sections

Your technical support manager resume can feature a variety of skills (both hard and soft) in diverse sections . Choose those that align best with the job requirements and reflect your suitability for the company culture.

Consider these four additional resume sections recommended by our experts:

Languages - State any languages you are proficient in and your level of proficiency. This demonstrates your commitment to communication and potential for international growth.
Projects - Highlight up to three significant projects you've completed outside of work, showcasing skill development. Include a link to your project portfolio in the technical support manager resume header, if applicable.
My Time - How you allocate your time outside work can indicate your organizational skills and cultural fit within the company.
Volunteering - Detail causes you're passionate about, roles you've held, and achievements in volunteering. Such experiences likely have honed a range of soft skills crucial for your dream job.

Key takeaways

At the end of our guide, we'd like to remind you to:

Invest in a simple, modern resume design that is ATS friendly and keeps your experience organized and legible;
Avoid just listing your responsibilities in your experience section, but rather focus on quantifiable achievements;
Always select resume sections that are relevant to the role and can answer job requirements. Sometimes your volunteering experience could bring more value than irrelevant work experience;
Balance your technical background with your personality traits across various sections of your resume to hint at how much time employers would have to invest in training you and if your profile would be a good cultural fit to the organization;
Include your academic background (in the form of your relevant higher education degrees and certifications) to show recruiters that you have the technical basics of the industry covered.

Looking to build your own Technical Support Manager resume?

Resume Examples

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Support Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the support manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

Actively contribute and perform process improvements in area of incident management/service request & batch process
Utilize and develop a network of resources for mortgage loan business development and solicitation for new business
Pro-actively manage the optimisation of stock levels with the assistance of Supply Chain Managers
Perform detailed system and applications Analysis and make recommendations on areas for improvements
Assist the Data Manager in the compilation of performance data for Monthly reports
Performance management of managers and staff in accordance with corporate guidelines
Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agree upon goals
Create/improve operations key indicators (KPI) and quality assurance measures by monitoring and reporting performance at established intervals
Work closely with the customer success management group to define goals for customer success and work with the support engineers to reach those goals
Manage a team of post-sales Engineered Storage engineers, including recruitment, career development, performance and retention
Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
Provide direction on assignments to staff to assure objectives are understood, realistic schedules are developed, and established deadlines are met
Creates a culture of high performance, where coaching and feedback about performance standards are the norm
Acquiring resources for projects and processes and provide technical management of suppliers and lead process improvements
Provide leadership to a team of 11 Support Analysts through performance management, coaching, recognition, recruitment, and development
Training, Staffing, Quality, Procedure Management, Call Scripting, Capacity Management and Work Force Management
Stakeholder Management: Develop and maintain effective working relationships and partner with other department and / or divisions with common goals
Create a framework to embed voice of the customer leading to improved service and satisfaction
Assist in the ‘Contract Review’ process and the subsequent development of ‘Improvement Plans’
Work hand in glove with the Executive Assistant on meeting and capacity management
Works directly with the existing business management team to build reports and manage supporting functions
Highly organized strong oral and written communication skills
Excellent communication skills able to convey information to a variety of stakeholders at all levels
Strong knowledge of Operation processes like Incident/Change/release/problem management, experience in managing vendor relationships
Excellent attention to detail and analytical skills
Good excel and MS Project skills, good experience in producing MIS pack for Senior Management
Proven ability to collaborate and build strong relationships with customers
Demonstrated achievement in being highly motivated, self-directed, organized; able to develop, demonstrate and stick to customer action plans
Review and influence the SPSS products and documentation for usability and serviceability
Ability to provide high quality verbal and written communication
Highly developed soft skills – ability to cooperate with demanding users and prevent conflicts

15 Support Manager resume templates

Read our complete resume writing guides

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Building and maintaining a network of contacts across EY in order to facilitate the best opportunities for the account
Collating and maintaining knowledge documents centrally so accessible to all
Strong managerial exprience
Experience developing new business proposals

AM Trade Support Manager Resume Examples & Samples

5+ years of Trade operations and/or financial industry experience
Ability to balance, plan, and prioritize production and project responsibilities simultaneously
Being able to thrive in a Hands-On culture
Experience with a fast pace, change oriented environment
Contribute to short and long-term organizational planning and strategy as a member of the management team
Bachelor's degree or higher in Finance or Business Management preferred

Applications Support Manager Resume Examples & Samples

Candidate with a good experience in application support ( preferrably around 10 years )
L1/L2 production support activities pertaining to MIS applications
Need to carry out incident and problem management for issues pertaining to MIS applications
Carry out daily health checks for MIS applications
Automation of manual tasks and health checks for MIS applications
Need to exhibit good communication skills and buld good rapport with regional and business counterparts
Work towards improved risk and stability model for MIS applications
Should possess good analytical and problem resolving skills
Technology - Unix/perl, database perferably oracle/sql server, exposure to java is good to have
Should have experience in working with various alert management tools
Should have good experience in working with scheduling tools autosys/Ctrl-M
Should have good exposure to ETL tools preferably Informatica
Post graduate ( MCA,Mtech,M.Sc )

Decision Support Manager VP Resume Examples & Samples

Bachelor’s degree in a business related discipline required
Advanced degree or CPA preferred
8 years of relevant experience desired
Analytical ability - Prior experience with financial statement analysis is desired
Communication skills - Ability to communicate succinctly and guide group discussions
Candidate should be comfortable communicating with senior employees
Organizational ability - Ability to handle numerous deliverables simultaneously, many with critical deadlines
Ability to maintain composure in a fast-paced environment and prioritize projects accordingly

Decision Support Manager Executive Director Resume Examples & Samples

12 years of relevant experience desired
Analytical ability - Prior experience with financial statement analysis is required
Leadership ability – This position will be looked upon as a leader in the group and must be comfortable in that role
Candidate should be comfortable communicating with senior management; regular communication with MD/MD employees

Global Product Support Manager Resume Examples & Samples

Responsible for strategic partnership between the Solution Owner, Service Owner, and Client Operations; ensuring total support management of a service or products
Develop cross-tower relationships within GTI to ensure each Solution Team provides high quality support as related to the given service
Lead a culture of metrics-based accountability for the service, and develop/execute a strategic approach to the end-to-end support of the service
Ensure all technicians involved in the service maintain a high level of customer service support for all users of the product through timely training and knowledge updates
Meet regularly with Service and Solution Owners to present product specific metrics/analysis and drive enhancements and continuous improvement (END TO END) for the service
Interface with Client Operations Mgmt, Service and Solution Owners, and project managers to ensure delivery timelines are met, and ensure new technology is seamlessly rolled out with minimal operational impact to the service
Develop performance-based goals/objectives/metrics around the managed product
Proactively facilitate the ongoing exchange of information between solutions owners , operations, and service owners in a timely manner to ensure alignment with GTI requirements
Drive annual reduction of incidents for the service
Provide a stable and resilient operating environment through effective incident, problem, and change management
5 years of Technology experience
Ability to facilitate root cause analysis of technical support issues and drive systemic resolution
Experience managing, planning and implementing intermediate level projects
Excellent interpersonal skills, such as influence management and negotiating
Outstanding customer service skills
Ability to lead globally in a matrixed organization
Excellent written and oral communication
Excellent judgment and decision making
Heavy operational experience in the day-to-day running of a technical support environment
Strong self starter who can proactively engage a virtual cross organizational team without formal direction
Ability to lead through influence
Demonstrated execution focus

O&t-applications Support Manager Resume Examples & Samples

Minimum 10-12 years of experience working in IT industry with 8-10 years of experience in Technology solutions or support service delivery for banking industry
Demonstrate accountability, leadership, independent initiatives and willingness to lead and work with teams across multiple locations and time-zone
Flexible and being able to manage time effectively
Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision
5-8 years’ experience with AIX, MQ, Oracle, Java, SQL, NDM » Mainframe z/os is desirable but not a prerequisite
Experience writing scripts, database queries, generating capacity and performance reports
Software Engineering & Change Management » Understanding of client server architecture (clustered and non-clustered)
Resiliency and Redundancy designs » Interfaces and Messaging systems
Strong problem solving and program execution skills while being process orientated
Self-motivating and delivery focused individual

Regional Project Support Manager Resume Examples & Samples

Responsible for providing program facilitation through planning, organizing, coordinating, and monitoring implementation activities within the EMEA Region (Europe-Middle East - Africa)
Assists in the development of the master project schedule and all other project work plans
Reviews deliverables, plans and oversees day-to-day activities and tracking
Partners with region and country AML business leads to support implementation of business-led projects at regional and country levels
Insures quality in regional plans, and that project plans have detailed breakdown of activities and milestones
Demonstrating strong understanding of the projects' interdependencies and key participants
Manage implementation strategy, organizational change management, strategy execution and production support, defect/problem tracking, Maintenance & Operation and test
Anticipates program release problems and takes corrective action at the regional level
Detects possible risks and mitigates / escalates as needed to resolve and achieve commitments to assure the viability, functionality and effectiveness of essential tools
Supports workstream requirements, communication and reporting for senior management and regulators
Ensures consistent implementation of methodology, tools, and reporting between the country/regional to the global level according to GAML PMO standards
Works with EMEA regional AML business teams in the creation of project management framework / infrastructure at global and regional level to be able to follow up the program progress and to be able to timely act on issues
Collaborates with business partners and global stakeholders to drive cross-workstream escalation and issue resolution
Bachelor degree or equivalent experience required
3+ years of active project management experience
Position requires background in AML Regulations including the Bank Secrecy Act and the US Patriot Act couple with excellent analytical skills (quantitative and qualitative) and the ability to interpret regulatory requirements for a board range of Consumer and Corporate Banking Businesses
Broad experience with creating, reviewing and implementing regulatory programs, involving operations, technology, compliance and the business
Highly intellectual in character requiring exercise of discretion and judgment related to regulatory recommendations, Global AML PMO standards, business capabilities and local legal restrictions. Also, the person must be able to execute the defined standards, must be able to work with multi-disciplinary teams from different regions to implement initiatives at regional and country level
General knowledge and expertise of AML regulations, and Consumer Banking Businesses. Must have experience on the consumer banking processes and its AML controls. Position requires a global mindset
The candidate must have excellent communication skills, both written and oral, be comfortable interfacing with businesses across regions, across sectors and senior level management
The person should be able to execute under pressure, many of the projects will have very tight timelines
Has ability to work extended hours to accommodate global time zones
Has to be able to manage global projects that require very detailed analysis due to the impact to the businesses
Excellent application production supports skills. Experience in managing a production support team over 10 is required
Strong knowledge on production support operating models and roles. Strong on MANTAS TS, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server architectures, Application servers and infrastructure
Strong technical abilities and problems solving/analytical skills
Ability to deal with internal & external clients
Lead performance analysis and tuning infrastructure
Responsible to assess the risk and associated impact of all operational issues and change events and react quickly to escalate to technology management in a timely manner when required
Strong knowledge on AML and able to take decisions in order to ensure the system performance is met and is within defined Business SLAs
Excellent application production supports skills
Strong knowledge in AML batch monitoring
Strong knowledge on production support operating models and roles
Strong on MANTAS AM, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server architectures, Application servers and infrastructure
Responsible to assess the risk and associated impact of all operational issues
Change events and react quickly to escalate to technology management in a timely manner when required
Support and manage platform/infrastructure for Equities applications covering NAM
Cover a wide range of platform components, currently with bigger focus on / middleware (especially Tibco EMS, Ultra Messaging/Solace, MQ & LDAP) /server platform / networking / database and will extend coverage to clustering, SAN storage & etc
Work closely with off-shore production support teams to provide Level 2/3 support of issues related to platform services, system /network infrastructure; work as a bridge between application support/development teams and infrastructure support teams
Estate and Capacity management including server deployment, optimization, re-allocation and decommissioning to maximize infrastructure estate efficiency
Systems and applications monitoring – work closely with monitoring team to configure necessary parameters / counters to monitor all production systems and applications
Previous experience as a Messaging or system administrator in an engineering or support capacity
Ability to work independently locally and within a global team
Good technical knowledge of Linux /Unix/ Windows including enterprise class servers and VM Ware infrastructure
Messaging administration skill for Tibco EMS, 29West /Ultra Messaging, Solace, MQ & LDAP
Knowledge of network technologies including switches, firewalls, routers and load balancers
Knowledge of the main storage technologies (NAS, SAN and DAS)
PERL or UNIX shell script programming

O&t-apps Support Manager Resume Examples & Samples

Experience in managing a production support team of over 30 is required
Must have managed production support for multiple business critical applications. Strong knowledge on production support operating models and roles
Strong on MANTAS TS, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server Architectures, Application Servers and Infrastructure
Proven influencing and negotiation skills
Continuously keep the Knowledge Share repository up to date

Associate Corporate Rel Support Manager Resume Examples & Samples

Contributing to the team to support the delivery of income and growth
Ensuring focus on delivering the requirements of the role and maintaining close links with stakeholders
The role holder will operate within the Bank’s risk and operational guidelines and is responsible for ensuring that organisational standards are maintained and that the Banks policies and procedures are adhered to throughout the CBC in order to mitigate risk
Appreciation of the changing economic, social and governmental environment in US
Appreciation of a client focussed environment
Bachelor’s Degree Required
Strong ‘team’ skills promoting an environment of co-operation and trust, overcoming resistance where encountered

Office Support Manager Resume Examples & Samples

This position wears multiple hats at the Central Florida Future. Responsibilities include advertising sales support, management of distribution of the Central Florida Future newspaper and website and management of daily office operations
Sales staff support includes assisting sales staff with closing sales, identifying leads, coordination of ad materials, processing orders, etc
Management of distribution includes optimizing distribution by ensuring weekly delivery is performed by outside contractors, recruiting and processing payments for delivery contractors, distribution tracking by location, securing new distribution locations in high traffic areas and auditing the delivery locations
The Office Support Manager also performs office support functions like routing phone calls, ordering supplies, process freelance payments, handle office mail, etc
The Office Support Manager must have proficiency with Microsoft Word and Excel
Collaboration: Works interdepartmentally to drive success with distribution, sales and daily operations. This includes coordination with Sales Managers to identify needs, and with other agents involved in the execution of our daily mission. Further, gains trust of teammates and builds consensus around initiatives
Team Communication: Regularly communicates with team members on upcoming changes; anticipates needs of employees. Holds regular meetings to disseminate information, and receive feedback from the team(s)
Workload Management: Works with employees as needed to balance workload. Creates back up planning, and executes efficiencies and manages internal coordination of the teams
Agent for Change: Drives process improvements and initiates positive, constructive change. Proactively introduces projects as needed to support sales team and exceed customer expectations
Leadership: Leads by example by demonstrating strong leadership skills and constant professionalism with internal and external customers
Problem Solving: Solves practical problems and deals with difficult customers, employee issues, and other concerns. Able to interpret and provide instructions orally and in writing

Business Support Manager Resume Examples & Samples

Work with management to develop strategy and growth plans for Distribution areas
Support Equities revenue reporting suite across products to monitor client value, producer credits and regional production. This will require coordination with other COO teams across the globe
Ensure delivery of business initiatives and projects – provide overall governance across multiple initiatives to improve the client experience and protect the firm, including, but not limited to identifying and mitigating business risks, client onboarding, regulatory reform, expense management, etc
Work directly with senior management to tailor reports and information delivery to enable sales and management teams to make informed decisions on client relationships and business momentum. This involves highlighting potential client payment issues using charting, tables and momentum trends
Act as advisor to senior management across all areas of Client Value and Reporting. Provide management assistance, for instance by convening business reviews and management meetings
Work with client account managers to analyze at the bank-to-client relationship level to identify gaps in relationships across different product areas and sales teams. Also work with account manager on specific action points to improve overall rankings and any areas of weakness
Drive competitive analysis and reporting. Involvement in analyzing external surveys including McLagan, Greenwich and Coalition
Responsible for ensuring data integrity; constant data and client cleansing to ensure revenues are accurate, working closely with partners in Finance, Operations and technology
Partner with the business and technology to establish and implement the product/technology strategy and contribute to weekly technology calls to ensure business needs and concerns are considered for client relationship management (CRM) systems and reporting
Contribute to strategic initiatives by supporting global, regional, cross-business and ad hoc reviews
Identify, assess and mitigate business risks paying particular attention to client value reporting and implications thereof
Support other functions and initiatives when reviewing implications of regulatory and business environment changes
Support regular initiatives such as client budgets and performance target setting
Help communicate business strategy, performance and priorities
Undertake ad hoc data investigations and project work
Provide support and training on internal client reporting systems as appropriate
Experience in a related business function: Business Management, Middle Office or Finance/Control
Culturally sensitive with the ability to work effectively among different countries and regions
Passion in striving for business excellence
Highly motivated with excellent time management & prioritization skills
Present well to senior and global business heads
As part of the EMEA Equities COO Team the successful candidate will partner closely with the other Equities COOs in support of the overall Equities franchise
Expert in Microsoft Excel, Powerpoint
Query language skill set desirable, but not mandatory
Project leadership
Drafting proposals for regulatory or statutory revisions
Providing commentary on behalf of the GBAM businesses to proposed new Enterprise or GBAM policies and standards
Promote the self-identification of Audit issues by the LOBs by participating in gap reviews; analyzing existing issues; and cross-checking between regional and product issues
Instruct the businesses as needed on the existing Enterprise Audit program and changes to it
Stay connected to audits in progress and review report drafts. Facilitate discussions between Audit and the LOBs with a goal of mutual understanding of the facts and gaps constituting possible issues
Work with the LOBs to create manageable strategically sensible Action Plans which can be completed on time
Understand, track and help guide the successful and timely remediation of GBAM’s Audit issues
Foster positive regular dialogue between Audit and issue owners
Create a platform for and maintaining single source data for the management of issues
Collaborate with the GBAM Ops Risk team to coordinate the Ops Risk and Audit remediation programs
The ideal candidate will have at least 10 years of post-college experience with a financial services organization or other similar position
Prior experience with Global Markets traded products is required. A graduate degree is strongly preferred
Candidates should also have a combination of business aptitude, excellent written and oral communications skills, strong organizational capabilities and the ability to work effectively with teams

Supervisory Support Manager Resume Examples & Samples

Supporting multiple supervision-related projects and processes simultaneously
Analyzing, monitoring, and interpreting data from core Supervision tools, and leveraging it to identify and drive resolution of potential issues or inefficiencies
Liaising with Senior Business Controls Management, Business Supervision Officers, and control functions (e.g. Compliance, Technology, Operations, etc.) to analyze current processes/procedures, indentify potential improvements, develop strategies to implement change, and oversee/manage implementation
Supporting and serving as central point of contact for Business Supervision/Business Controls Officers for various supervision-related processes and inquiries
Driving core Supervision programs globally and across GBAM lines of business, in partnership with Business Supervision/Business Controls Officers

Structured Notes Support Manager Resume Examples & Samples

Work in a dynamic environment, part of the Equity Derivative & Fund Linked Product Business which also includes Sales, Trading and Structuring departments
Partner with the Business and regional Trade Management teams to ensure we are working in a controlled environment
The opportunity to work amongst a professional, multi skilled and diverse team and learn new aspects of supporting our Business
Structured Note Support is based within the EMEA Trade Management and provides timely set-up and support for structured products (including Notes / Certificates / Warrants) across Equity, Credit, FX, Commodities and Interest Rates in EMEA and US
Local management of staff. The team has on going responsibility, across asset classes, for the integrity and maintenance of Product Data and associated linkage in EMEA and US
Monitor, manage and address issues related to trade capture management information and operational risk metrics
Support Trading supervisors with their management of trade capture related controls
Perform route cause analysis, identify and implement solutions (process improvement, technology and behavioural)
Provide trade capture support where required
Support Traders query management, lifecycle activity, maturity and expiries
Represent the business in the development of strategic trade capture systems
Additionally, the team has Global Primary responsibility for the infrastructure and development of Structured Note Trade Capture (SNTC) system, including facilitation of support & on-boarding of new entities or structures
Ability to prioritise quickly and work against short deadlines
Experience in people development, oversight
Experience in Investment Banking, MO, trade capture / data entry, control reporting roles
International working experience
Bachelor’s Degree (or equivalent) in Business Administration, Finance, and/or Economics
Financial and Business Acumen
Strong management, analytical, organizational and problem solving skills
Highly organized and efficient individual possessing the ability to multi-task, manage competing priorities and meet deadlines while maintaining attention to detail/accuracy
Proven leadership qualities enabling individual to influence and drive policy and procedure decisions
Ability to effectively and crisply communicate across varied levels throughout the organization
Advance Microsoft Office skills including proficiency with Excel and PowerPoint

Product Support Manager Resume Examples & Samples

Provides amazing experiences to both internal and external customers by understanding the overall business, building strong relationships with their team and partners across the organization
Provides support and mature leadership to a team of IT professionals. Guides and influences people resources and processes in pursuit of the division’s goals and objectives
Focuses on day-to-day operations within Merchandise and NPG Technology applications needs and can proactively prioritize the incoming Production Support requests to meet the needs of a dynamic business
Uses empathy to consider team and stakeholder views, plan stakeholder engagement, plan and prioritize activities and tailor communication materials
Ensures effective execution and implementation of programs or sub-functions in accordance with policies and procedures
Drives a culture of continuous improvement and innovation including instrumenting, monitoring, and measurement
Experience delivering software solutions through the software delivery life cycle
Hires and develops top talent
Displays critical thinking
Questions information and uses insights obtained to better understand the situation, assess impacts, and make informed decisions
Minimum of 3-5 years experience as a team leader or first line manager
Demonstrated ability to influence beyond the scope of his/her position
Supportingmultiple supervision-related projectsand processessimultaneously
Analyzing, monitoring,and interpreting datafrom core Supervision tools, and leveraging it to identify and drive resolutionof potential issues or inefficiencies
Liaising withSenior BusinessControls Management, Business SupervisionOfficers, and control functions (e.g. Compliance, Technology, Operations, etc.)to analyze current processes/procedures, indentify potential improvements,develop strategies to implement change, and oversee/manage implementation
Supporting andserving as central point of contact for Business Supervision/Business ControlsOfficers for various supervision-relatedprocesses and inquiriesQualifications
Knowledge ofGlobal Banking & Markets businesses and controls
Experienceinteracting and coordinating withCorporateAudit
FINRAregistrations
Relationship management skills and ability to interface confidently with associates of all levels
Strong knowledge across many functional business areas
Ability to translate complex process and business control gaps into risk
Build relationships and gain consensus with key business partners
Strong time management and organizational skills – proven ability to handle multiple priorities at once
Proven track record of risk mitigation work

Support Manager Resume Examples & Samples

Own and respond to requests for due diligence from external parties on FTIS (e.g. depositaries holding Luxembourg funds for AIFM/UCITS clients) Work with lines of business to determine appropriate response; manage and maintain database of responses; determine non dsiclosre arrangements and draft/manage response
Support collation and management of centrally administered projects; (e.g. ad hoc / CSSF requests for information; Manangement Company Infrastructure; responses to regulatory change; etc)
Project management monitoring and tracking
Managing and maintaining presentation materials
Other ad hoc support as required
University degree in accounting or business, or equivalent qualification
A professional qualification in finance, accounting or management (e.g. ACA, ACCA, ACMA, CPA) would be viewed favorably
Alternate qualification related to funds/investment management industry (CFA; etc)
Experience within asset management/investment funds industry
English is the primary working language but knowledge or French and/or German would be an advantage
Working knowledge of investment funds, including financial instruments and local regulatory environments
Ability to work independently and make decisions with limited supervision
Ability to interact in a multi-site and cross-functional environment and build collaborative, trust-based relationships
No direct responsibility however, needs ability to negotiate and influence without direct supervision over staff
Appropriate (executive) presence to deal with senior leaders (board members) and external clients/partners (auditors; regulators, etc)

Ops Support Manager Resume Examples & Samples

Accountable for managing day-to-day service delivery operations for North America businesses including driving metrics of the team, executing monthly evaluations, and coaching and development of Specialists
Demonstrates exemplary ability to meet established deadlines and submit cyclical deliverables in a timely manner
Partners with HR Service Delivery Operations Manager and Leadership team to drive quality of service, quickly escalating issues, and acting with transparency when faced with complex issues/problems
Demonstrate a strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of the business and HR partners
Demonstrates a firm foundation in change management and organizational design in order to partner effectively and creatively with a continually changing environment
Continuous and demonstrable improvement of productivity resulting in consistency, increased cost effectiveness and value
Ensures and monitors that processes are in place to proactively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with the global Service Delivery model
Regularly examines and ensures resources, capabilities and capacity to meet both existing and new business demand
Provides expert problem management support to difficult or complex issues and ensures root-cause analysis is conducted with any learning applied for future benefit
3-5 years’ experience leading staff in Production / Operations environments
3 years of Human Resources and/or Shared Services experience preferred
Strong customer service orientation and proven ability to drive improvements in customer satisfaction
Demonstrated resilience and determination, able to adjust in changing environment and priorities
Highly motivated, analytical, organized and methodical
Good people management and leadership skills
Ability to make good work flow decisions within the group and manage complex work flow for the group to run smoothly
Support management to meet department and Corporate requirements
Strong analytical skills across all Financial Streams
To perform environmental set up for projects and to do small enhancements in applications
Manage code migrations across development, test and production environments
Test and deploy fixes to critical incidents quickly applications
Prepare Tivoli (TWS) jobs and schedules definitions for the automation of jobs / shell scripts
Implement Change Records raised by Business/Development Project Teams, within the SLAs
Come up with creative ideas to improve the overall functioning of the processes
Effectively liaison with peers & stakeholders
Whenever necessary provide of out of hours support to ensure smooth functioning of the application, as needed
Understand the projects from technology, process and business perspective
Automate manual processing if there are any and contribute in design and development of moving the application to strategic architecture and help in creation of a stable and reliable system
3 to 4 years of hands on experience in Teradata,Oracle, Shell Scripting and Cognos
Knowledge on Java / WAS would be added advantage
Good at troubleshooting and debugging the any live issues / incidents /problem
Good knowledge of RDBMS SQL and hands on database would be added advantage
Knowledge on Incident Management, Problem Management and Change management
Production support experience for time critical (tier1 )applications
Ability to take up adhoc request raised by business in timely fashion with quick turn around time
Provide input into project development to ensure design meets all operation and support criteria
Ability to own live incident and drive it till closure
Ability to work proactively towards indentifying scope for service improvement and working towards those service improvements
Effective communicator (written and verbal) at all relevant levels of the organization
Ability to plan and manage own work effectively
Ability to work at pace, under pressure, whilst maintaining quality
Flexibility to react to react effectively to changing priorities and to willingness to step outside of role boundaries to achieve results
Should have overall experience of 7 to 10 years in Application development / support
Knowledge on ITIL concepts
Experience in managing shift ROTA for 24X7
Experience in transition support from development to live support teams
Excellent technical skills (Teradata, Cognos, Java, Oracle, Unix shell scripting)
Exposure to Banking domain
In depth knowledge of how IT services can be delivered most effectively and able to use this knowledge to meet organization’s goals
Excellent written and verbal communication skills, with the ability to adapt style for multiple levels and different audiences
Excellent analytical skills and an ability to solve issues
Has a high level of drive, energy and passion that motivates and inspires others
Expense management – to ensure Citigroup Expense Management Policy is complied with
Liaise / work with CTSM PG, JB, external auditors, regional and country Fincon on all finance related matters
Review monthly analysis on expenses, accruals and prepare any ad hoc request from regional
Manage KL CSC process for invoice payment, preparation of e-billing, staff claims, fixed assets tracking, PO monitoring, unpaid invoices / supplier reconciliation and accounts proofing process
Prepares and monitor cash billing, ensure relevant entries are effected within deadline. Liaise with respective countries and business to resolve disputes
Support for migration activities
Author, with collaborative buy-in from all parties, a practical methodology for testing
Publish, champion and revise testing plans in partnership with all stakeholders
Write, delegate and utilize testing into a consolidated suite of documented tests
Put together a plan for future testing, including areas for development, hardware/lab requirements, and staffing requirements, to obtain specific results
Correlate areas of focus and prioritize testing methodologies based on prior areas of concern and areas of current/future development focus
To own and ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial), and to implement measures to avoid re-occurrence
To schedule and prioritise activities and tasks as per business priorities
To manage key stakeholder relationships with all parts of the bank to deliver product maintenance activities
Conducting post implementation reviews to evaluate performance
Identify, research, validate, setup & maintain legal entity reference data (leveraging internal/external stakeholders and data sources) on central repositories/applications; legal entity data forms an integral component of Credit Risk exposure; typically data spans legal name verification, address, nature of business, ownership etc
Management of in-country resource, conducting performance reviews, team development and broadening the knowledge base of the team as a whole
Assisting with the development of a remediation strategy to cover regulatory requirements and general business requirements relating to reference data
Liaise with internal/external stakeholders to provide exception management reconciliation/reporting
Conduct analysis to map front to back data flows and provide subject matter expertise, providing input to project requirements to drive business, functional and/or system/platform changes
Perform quality reviews/refresh of client reference data and our supporting processes/procedures
Manage the delivery of projects spanning: Market/Regulatory initiatives, Technology/Platform roll outs, migrations between various internal/external sources; responsibility may include coordination and input on project delivery (planning, analysis, requirements gathering, governance, status reporting, scheduling, etc.)
Manage and develop the team to ensure effective results
Previous experience in managing people
Previous experience in project management and working with senior management
Experience in Reference Data Management
Extensive knowledge & experience in data management: analysis, governance, quality, business and technical master data management
An advance degree in Math, Science, Computer Science/Data, Business Administration or equivalent work experience is a plus
A minimum of 5 years of experience across any combination of data operations, preferable in investment banking
Previous experience of data manipulation (ideally in an investment bank environment)
Familiarity with external products and services that add value to client and operation reference data management
Worked on projects and managed/participated in User Acceptance Test (UAT)
Experience of having worked with Back/Middle Office
Ability to manage both strategic and tactical activities, including senior stakeholder management to ensure program success
Ability to influence support for major business issues from senior stakeholders in all functions and escalate delays and resource gaps to drive rapid resolution of any issue that can have a high impact on customer service
Knowledge of the banking regulatory environment required
Extensive experience with Reference Data Mastering, exception management, and other aspects of data management
Experience Interacting closely with development teams to ensure that requirements are accurately translated into solutions and to ensure that testing approach and methods successfully verify that changes meet functional requirements
Ability to track progress, identify high impact issues, resource constraints and conflictive decisions; work with global teams to address conflicts and constraint in order to escalate issues and proposed resolution
Ability to work with the business to help refine processes and drive efficiency benefits
Strong academic qualifications would be desirable, especially in Sciences
Ability to effectively communicate and present data and information
Ability to lead teams and meetings
Innovative thinking skills enabling simple solutions for complex business needs
Ability to build strong working relationships with internal and external partners and influence peers and higher level managers without authority
Ability to understand business priorities
Strong leadership, project and people management skills and demonstrated track record of delivering results in a highly pressurized environment
Ability to develop and deploy functional and business strategic plans, objectives and performance metrics and create organizational alignment
Understanding of the regulatory landscape within the region and country is essential. Actively monitor regulatory developments and trends in the market and assist in developing appropriate data requirements for the bank regulatory compliance program
Strong Microsoft skills: Word, Excel, PowerPoint
Strong focus on Control and Process optimisation and documentation
Proven project and process management skills
Proven people management
Organised with an excellent attention to detail
Comfortable working with large quantities of data
Comfortable working independently in a dynamic and challenging environment
Bachelor's degree in Business or Behavioral Science and Master's degree or 2+ years with broker-dealer experience in the securities industry or related field
Experience with an e-communications review tool and the e-communications process
E-Communications Review - Uses e-communication surveillance tools and processes to prioritize, review, and evaluate the regulatory compliance of e-communications (e.g. e-mail, social media communications) for regulated employees designated by GBAM Compliance
Escalation Process & Reporting - Identifies, resolves, and escalates problematic e-communication trends, preparing reports and communicating compliance trends and violations to stakeholders (e.g., LOB leadership, GBAM Compliance, Legal) as appropriate
Actual experience in eCommunications review and analysis
1 year experience working with a financial institution or related experience
Series 7 registered or Master’s Degree
8 Acts as a liaison between BU partners( GES/MAS/TS/AVS and Implementation) and HCR Team as an internal client advocate
9 Keeps up to date and proficient in new legislative changes that impact ACA legislation changesDevelops ,refines and leads HCR service model, process requirements and quality management requirements for the HCR Service Center
10 Develops and provides department reports to management with recommendations and action plans for improvement. 11 Provides input to HCR Service Center priorities, and end user requirements
12 Identifies operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
13 Foster associates to learn, develop and adapt to changing business priorities
Five to seven years progressive experience in a client service technical support role supporting client service managers, account managers, new and/or existing clients utilizing payroll processing and tax filing service, or similar financial data processing applications, including at least 2 years in management
Must have general understanding of payroll processing, tax filing and management reporting systems, and the ability to lead service, financial, operations and technical staff to identify and resolve critical client issues at all levels of complexity
Ability to work under pressure while maintaining a professional demeanor
Ability to motivate and lead others, coach and counsel, develop and foster a team environment
Proven ability to assess performance, mentor, and counsel associates is essential
Excellent organization, negotiation and leadership skills
Experience working with National size clients preferred
Must possess excellent written and verbal communication skills
Self starter with the ability to learn quickly, function in a fast paced environment, work on multiple projects simultaneously, and be results oriented. CPP is highly desirable
Provide support for mission-critical GDS applications which interact with all the FO Trade capture systems and Risk systems across multiple asset classes
Deep understanding of Incident Management processes and Own and manage the Major incident, must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
Develop and maintain technical support documentation
Act as a liaison between various internal technology groups and vendors
Participate in User Acceptance testing, application releases into production
Liaising with multiple teams and perform post release checkouts after application releases and infrastructure updates
Support Batch processes via Autosys
Strong knowledge of the banking environment, understanding of products and services offered to clients
Experience of working within a shared services function with a diverse client base
Proven ability to interpret and implement change
Understanding of Incident & problem management methodologies & tools
Outstanding stakeholder management skills
Bachelor's degree in Business, Behavioral Science, or related field OR Associate's degree in Business or related field and 2 years experience in the securities industry or related field OR 4 years experience in the securities industry
1 year experience in eCommunications review and analysis
1 year experience working with a financial institution
Series 7 registered
Prioritizes flagged communications for review based on the preliminary assessment of key indicators (e.g., subject headings, sender/receiver addresses)
Works with cross-functional stakeholders (e.g., Human Resources, Legal & Compliance Support Partners) to follow-up on and resolve issues identified during review process
Reviews and communicates compliance trends and violations to appropriate stakeholders (e.g., LOB leadership, GBAM Compliance, Legal) both verbally and in writing
The candidate will be expected to servce as an investigation specialist providing advice and input to analysts and senior analysts in matters of case investigation procedures and Citi policies
Perform 2nd level case authorization; this involves review and validation of all conclusions and recommendations submitted by Level 1 Analysts/Reviewers
Conduct searches, perform due diligence, gather data and record evidence from Citi internal systems, the internet, commercial databases and enquiry with business or compliance contacts within Citi
Build and apply knowledge of money laundering processes, sanction(s) or laws/regulations to case investigations
Conduct alert investigation using global standard policies, procedures and tools and meet internal and external regulatory requirements
Escalate suspicious or potential unusual client activities/cases to team leads or directly to Country AMLCO
Meet the service level agreement (turnaround time) for case/transaction reviews/investigations agreed upon with stakeholders
Meet productivity and quality (rejects/QA) targets set
Responsible for managing a team of Analsysts and/or Senior Analysts identifying potential gaps/risks in transaction analysis/reviews
Provide training and mentoring to Analysts/Senior Analysts on investigation rechniques, internal systems, products and money laundering policies and regulations
Prepare capacity/productivity plan to assist team leads in managing capacity and volumes
Assist team leads in maintaining analysts' key performance indicators and indetifying analaysts' training needs and areas of improvement
Adhere to all Citi policies and confidentiality standards
Assist team leads in preparation of governance calls with stakeholders
Participate in global/regional projects/workstreams
Participate in peer reviews on investigations to ensure appropriate dispositions have been recommended by analyst
Support the successful accomplishment of internal Risk and Control and Self-assessment policies (RCSA) as they apply to the department
Support implementation of new products
Responsibility to Our Clients Builds client relationships
Delivers client solutions
Responsibility to Each Other Builds partnerships and values diversity
Communicates effectively
Responsibility to Our Franchise Drives Results Uses sound judgement
Innovates and manages change
Manages risk and control
Pursues learning and self-development
AML Monitoring Analyzes and investigates suspicious activity
Makes responsible decisions
Builds and applies business, regulatory and country knowledge
Innovation Strives for "best-in-class practices"
Leads innovation
Delivers effective solutions
Advocacy Advocates AML within Citi and externally
Language English is mandatory
University degree/diploma in any discipline
Preferably 4-5 years of experience in people/team management, banking operations, compliance and audit background
In addition to English, Bahasa Malaysia or Chinese languages, fluent written and spoken skills in other Asian languages will be an added advantage
Bachelors Degree in Finance or Commerce with a minimum 5 years related experience within Financial Services, preferably within Mutual Funds Sales Support, Product Management or Marketing
Completion of CSC
Thorough working knowledge of Financial Services including investments and the investment industry. Previous mutual fund experience is an asset
P.C. literate (Word, Excel and PowerPoint)
Superior writing skills
Demonstrated experience dealing in a client service environment
Strong relationship management skills; strong understanding of client objectives and expectations
Expertise with regard to various vehicles of communication, including print and electronic
Ability to communicate effectively with senior management and peers
Ability to multi-task and thrive in a rapidly changing environment
Aptitude for thinking strategically
Ability to manage in unstructured situations with innovative and creative thinking
Able to work independently and/or through a team to define and deliver project and/or to initiate objectives
Identify, research, validate, setup and maintain legal entity reference data (leveraging internal/external stakeholders and data sources) on central repositories/applications; legal entity data forms an integral component of Credit Risk exposure; typically data spans legal name verification, address, nature of business, ownership etc
Assisting with the development of a remediation Strategy to cover Basel II requirements and general business requirements relating to reference data
Manage the delivery of projects spanning : Market/Regulatory initiatives, Technology/Platform roll outs, migrations between various internal/external sources; responsibility may include coordination and input on project delivery (planning, analysis, requirements gathering, governance, status reporting, scheduling etc)
Experience in Data Analysis
Experience working with internal and external data sources to conduct due diligence, assess credit risk and financial research (Bankers Almanac, Dun and Bradstreet, SWIFT etc)
Sound knowledge of Trade Life Cycle, Reference Data Management and Settlement process of Securities
Role is for a strong, experienced operational project manager with responsibility project delivery, control oversight, metrics and presentation production within the Account Control Group. Components of role include
Co-ordination and delivery of strategic projects within the Account Control Group covering processes, systems and regulatory requirements
Identify opportunities for improvements in quality of data and client service levels. Recommend new work procedures with broader scope of impact
Working with Front Office, Middle Office, Operations and Technology across multiple product lines to deliver best in class operational and technological solutions
Target system improvements and controls. Includes review of Business Requirements Documents, user acceptance testing and platform rollouts
Define and deliver metrics to measure Key Performance Indicators (KRIs) and Key Risk Indicators (KRIs) both internally and client facing - owning metrics book of work and co-ordinating cross region and cross processes
Delivers a robust control environment, identifying control issues, root causes analysis and delivering tactical and strategic solutions to fix gaps
Process acquisition review of new processes being transitioned into ACG from Operations and Middle Office groups
Production of presentations to internal and external stakeholders covering all aspects of ACG
Strong expertise in transformation, change and project management, preferably in Financial Services but not critical
Strong understanding of metrics and how they can be used to measure risks, performance and help manage processes
Good knowledge of client/counterparty/account data within a global financial services organisation
Good awareness of client needs/expectations within data domain, highly responsive and communicative with junior and mid-level stakeholders
Experience of working with globally dispersed teams to deliver overall department objectives
Strong organisational skills, running projects on time, on budget whilst managing risks and expectations throughout the process
Must possess good verbal and written communication skills with the ability to be assertive; Stakeholder management and presentation skills
Good knowledge of MS Office Suite, including proficiency in Visio, Excel, Outlook and Business Objects or equivalent data mining tools
Strong Analytical skills to interrogate data, systems and processes in order to identify inefficiencies, inaccuracies and propose solutions
Enterprise client/account data and how to create efficiencies through automation of functions
Relational nature of data – how client/account hierarchies can be effectively structured to deliver business value and risk mitigation
How client/account data is used within front to back transactional flows
Good academic qualifications would be desirable, but less relevant than a strong track record in banking (preferably operational reference data or trade settlement) and or management roles
Project management qualifications (Prince 2, APM, CAPM) desirable
Financial services related qualifications would be advantageous
Sound knowledge in IoT (Internet of Thing)
Strong analytical skills, good data driven judgment and negotiation techniques
Ability to meet time critical deadlines with high level of accuracy and data integrity
Responsiveness and excellent flow thorough
Good customer orientation
Good computer literacy
Knowledge in product planning would be an added advantage
Relationship building and customer management to ensure customer satisfaction
Ensure delivery and contribute to the sales of services to our key customers
Lead and manage local and international resources
Extensive collaboration with consulting, advisory and sales departments
Create an environment where talent thrives
Inspire excellence – be the standard
Be accountable – own the outcome
Be unselfish – empower others
Reward results – promote meritocracy
Collaborate – be a team
Act with integrity – do what is right
Monthly accounting and financial reporting- Analyzes and critiques information for conformance with US and local GAAP, corporate guidelines and reasonability levels, ensuring financial reporting integrity is always maintained. Information is presented to senior management
Ensuring a strong and effective internal control environment is in place and adequately documented and tested. In addition, has responsibility for leading and ensuring the unit’s compliance with Sarbanes-Oxley
Strategy planning process. This includes long-term strategic development, quarterly strategic assessments and short -term tactical planning to ensure growth and financial success
Business Risk Management governance process
Bachelor's level degree in accounting, or Bachelor's level degree with 18 hours of core accounting courses
Strong background in financial accounting, reporting and analysis, cost accounting, and budget development
13 or more years of progressive accounting experience
Excellent leadership, interpersonal, and communication skills are required in order to deal with sensitive issues, develop others, or persuade others inside and outside the department to take specific action
Knowledge of the Caterpillar organization, and its products, policies and procedure
Net Sales: $750mil-$1bil
Sales Variance: $30m - $40mil
Budget: $500k-$1.5mil
Direct Reports: 6-10
Achievement of annual parts business plan for OEM Truck Engine Parts, On-highway truck Parts and After-market truck parts
Supporting parts sales and developing special merchandising programs to drive parts sales and special marketing initiatives
Driving dealer alignment, defining performance measurements, and developing long term parts development plans with Cat dealers & TEPS dealers
Finding new and innovative ways of profitably growing the Global On-Highway parts businesses
Lead, develop and grow Caterpillar's OEM Truck Engine Parts Business, Vocational Truck Parts Business and After-market truck parts business
Lead the Maximize Truck Engine Harvest Critical Success Factor initiative. Includes leading a cross functional team of 16 people in order to drive incremental parts sales and POPS growth
Develop and manage various parts marketing programs and promotional initiatives
Develop and implement OEM engine & truck parts growth strategies
Work closely with Caterpillar's distribution teams to develop dealer capabilities and to enhance dealer parts coverage
Identify and coordinate the on-boarding of new After-market truck parts suppliers
Effectively communicate Global On-Highway's parts growth initiatives to internal Caterpillar partners and Cat dealers
Sponsor 6 Sigma projects that address parts growth and process improvement
Lead, develop and mentor team members
Effectively manage all personnel issues and provide value based performance evaluation input
Travel includes 2 trips per year to Geneva Switzerland to participate on the Global Parts Council
The position requires substantial parts sales execution, dealer operations, and marketing experience, with thorough knowledge of company products
Broad company knowledge and strong understanding of parts distribution and processes
Strong people relations skills are required to develop a cooperative work relationship with others inside and outside the department
Parts & Product Support experience
Job Related field rep experience
4 Year College/university degree
9 to 12 years of progressively job related experience are required including field and senior staff experience
6 Sigma Black Belt
Experience in the On-Highway Truck business, a Truck OEM, a Dealer or at a Truck OEM dealer
After-market truck parts business experience
Able to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences
Able to work and set priorities for self and for the work team without day-to-day direct supervision
Manages a global 24 x 7 team involved in supporting various enterprise applications including SAP, Siebel, Salesforce, Tibco, Informatica, Business Objects, Hadoop and custom applications hosted in the cloud
Responsible for proactively ensuring the high availability of Autodesk’s enterprise applications & systems to support Autodesk’s critical enterprise business processes
Manages major incidents & escalations and communicates with senior Autodesk management and business units
Collaborates on the design and implementation of next generation enterprise systems for Autodesk’s Enterprise Applications (EA) group
Partners with Development & Project Teams, Systems Quality Assurance (SQA), and Platform teams to ensure quality production releases and ensure post launch supportability
Manages and improves systems availability and business service levels
Drives self-healing and automation solutions for recurring incidents
Provides active guidance and direction to technical team members for faster incident resolution
Mentors, coaches and motivates team to perform at high levels

VP Asset & Liability Support Manager Resume Examples & Samples

4 - 10 years related experience and/training and Master’s degree (M.A.) or equivalent combination of education and experience
Extensive Asset/Liability management experience required
Ability to work with mathematical concepts such as probability and statistical inference
Strong knowledge of Excel, PowerPoint and Fiserve’s Sendero model required

Premium Support Manager, Simulation Resume Examples & Samples

Develop strategic relationships with key accounts engaged with our Premium Support Services team to maintain customer loyalty, ensure renewal and drive adoption
Develop Premium Support Service goals and objectives with Enterprise Customers and Support Account Mangers to ensure consistent, measurable value over time
Manage renewal and expansion opportunities for EP support with existing customers to ensure accuracy in pipeline and forecast
Work closely with the Major Account Sales team in joint account planning and strategic positioning of Premium Support and Services for Enterprise Customers
Represent Premium Support and Services during pre-sales engagements, articulating value proposition of Premium Support and Service
Participate in quarterly business reviews and lead other meetings with C-level and VP-level clients
Able to travel 50% of the time – mostly across their assigned territory as needed to support enterprise customers
Bachelor Degree in Business, Manufacturing, Engineering or equivalent work experience
A good understanding of people management and have had experience of driving a strategic recruitment plan to hire and retain the right talent addressing specific hiring, skill or succession requirements to support business goals
Demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines
Successful experience managing and scaling a geographically dispersed Support/Services organization for a top tier Technology vendor, driving the execution of processes and programs through the delivery organization
Ability to communicate clearly and effectively, both written and verbally by ensuring proposals are presented to high standards
Ability to lead effective meetings with multiple stakeholders, including strong presentation and listening skills
Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and, which will be critical to success
Experience working with customers in the tech industry is a plus

Integration & Support Manager Resume Examples & Samples

Developed analytical skills
Strong computer skills, particularly in PowerPoint, Excel
An understanding of Cards processes and policies
Innovation, creativity
Ability to self-motivate and to motivate others

Application / Release Support Manager Resume Examples & Samples

Lead Implementation Planning meetings prior to deployment
Use established best practices to ensure timely and successful production deployments
Facilitate implementation workbook review meetings with functional teams to build runbook and backout plans
Engage and schedule functional resources in support of deployment and implementation verification
Acquire final approvals from QA and the LOB for application deployments
Partner with CCIT Project Manager to develop Command Center Plan
Coordinates Mock Deployments and Mock Rollbacks
Responsible for UAT, PERF, DR, Prod, client-facing environments
Coordinates with Environment Manager to ensure that all applicable environment issues are resolved in advance of production implementation
Execute deployment according to implementation plan
Coordinate overall deployment
Partner with CCIT Project Manager to execute Command Center Plan
Track deployment activities as they occur using implementation plan
Facilitate resolution of issues during deployment and escalate issues where necessary
Add post deployment activities where needed and follow-up on their completion
Post Deployment meeting to review issues and activities
Communicate status to Senior Management and LOB via checkpoint conference bridge and in-person meetings
Communicate interim and overall plan status to Technology Project Manager and Platform Owner
Produce workbook including detailed implementation tasks, PVT Plan, Backout and Contact Lists
Post implementation documents to online data repository
Minimum of 3 + years experience of combined business, project management, team leadership and IT experience required
Minimum of 3 + years managing projects in multiple technologies, functions (e.g. transaction management, risk management etc.) and industries
Minimum of 3 + years experience working with Microsoft Project
5-10 years’ experience and subject matter expertise with AML/BSA matters or similar transferable knowledge, preferred
3-5 Years experience in a supervisory/management role
Quality Assurance (QA) background required
Risk and/or Operations Background required
Financial Industry Knowledge/Experience
Certified Anti-Money Laundering Specialist (CAMS) Certification a plus
Detailed comprehension of corporate policies and business procedures
Intermediate Microsoft Office Suite knowledge required
Must be fully Bi-lingual in English and Spanish (Portuguese Highly Preferred)
Proven ability to manage compliance and control environments
Independent Decision making, judgment; solid problem solving ability
Strong analytical, research , problem solving and organization skills required
Work closely with the LATAM Mexico TTS Client Ops Regional Controls Head on regulatory policies and Citi policies to ensure compliance
Support on the maintenance of a control environment
Participate in the development, implementation and maintenance if the Manager’s Control Assessment procedures (MCA) previously known as RCSA
Ensure effective, robust and proactive management of the end to end aspects of the MCA process
Properly monitor errors to ensure adherence to Audit and Control policies
Perform within departmental procedures and compliance standards
Understand the procedures and controls of Mexico TTS Client Operations
Participate in activities related to risk, control and compliance
Provide training to operations teams to increase the risk control mind-set
Review all balance sheet accounts for exposure. Identify outliers and follow up with operations through resolution
Ensure that appropriate KRIs is in place and tools are available to monitor risk indicators
Support the business with compliance to Citi policies and corrective action plans
Liaison with the Operations team to support the MCA framework
Leverage people skills to influence outcomes arising from operational breaks and challenge operations to a new level of controls
Perform independent control reviews with the Operations units regarding new products and services as well as existing services from a risk and control perspective
Analyse process flows for potential risk
Support audit, regulatory, compliance, and business monitoring reviews. Track deliverables and prepare status of the audit. Track corrective action plans (CAP) and follow through resolution
Create metrics for TTS risk reporting by supporting the LATAM Mexico TTS Client Ops Regional Controls head
Execute Global and Regional TTS Ops initiatives and promote global standard practice and operating model
Review Contingency of Business and all areas of compliance and risk focus for the business
Prepare any presentations as required
Minimum 5 years’ experience in Financial Services or relevant fields
Bachelor’s degree in business or related field required
Experience in performing complex problem solving
Highly organised with strong program management skills
Experience in process implementations and improvement is desired
Understanding of Citi TTS preferable
Knowledge of compliance, regulatory, and Citi policies preferable
Control & risk management
Clear thinker with experience working with global teams
Leadership and management of complex operation environments
Ability to work in an environment where priorities are frequently changing
Execution skills
Strong communication skills, able to communicate effectively with Business and different Operations organizations
Computer Skills: expert level proficiency in Excel, PowerPoint and Access

Trader Support Manager Resume Examples & Samples

At least 6 years experience with managing technology support, scheduling, operations, and auxiliary IT functions for a major site or multiple sites
Application delivery process
Release management
Software installation and support
Software distribution
IT quality assurance

Golfnow Support Manager Resume Examples & Samples

Lead team of up to 20 Client Support Associates, including hiring, scheduling, and coaching
Manage call volume and response to provide high level service and support to Golf Channel Solutions course clients
Ensure client needs are completed with a high level of accuracy and customer service
Develop associate communication and sales skills to improve the performance of the client support center as well as build talent bench strength for sales and operations staff positions
Assist in resolving client issues when needed
Could include responsibilities on holidays, at night and on the weekend
Provide consistent feedback and disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommend such actions, to help improve employee performance
GolfNow systems expertise – extensive knowledge of all GolfNow systems including GolfNow Central and Salesforce is required
Must have an active state MLO license in each state where business is to be conducted
High-school diploma or GED and a minimum
1-year lending origination experience
Strong PC skills, including Power Point, Excel, Word and Lotus Notes
Solid knowledge of state and local real estate markets

Private Banking Branch Support Manager Houston Resume Examples & Samples

Communicates, implements and ensures compliance with the Firm’s Compliance, Operational and Supervisory policies and procedures
Supports and drives strategic Firm initiatives including risk management and operational projects
Maintains up-to-date knowledge of applicable laws and industry regulations; keeps Regional Manager and relevant office staff informed as needed
Proactively evaluates the business to identify, mitigate, resolve and/or escalate supervisory / control issues; ensures that delegated tasks are properly performed in a timely fashion
Maintains and reviews areas of Risk including but not limited to: monitoring client accounts, transactions and RM (Relationship Manager) conduct; suitability and appropriateness, PEP (Politically Exposed Person) approvals and Rep Risk submissions; cross border activities;,and registration reviews: etc
Ensures that there are proper controls around client funds, disbursements and receipts
Primary contact for regulatory and Compliance inquiries and manages relationships with regulatory examiners and internal audit teams
Liaison with Pershing and Operations
Primary point person for launch of new products and resident SME for product platform; responsible for ensuring adequate supervisory oversight for the sale of all complex products
Manages client issues and complaints in adherence to Firm policy and regulatory requirements
Participates and contributes to working groups, policy review committees, task forces, etc designed to enhance the control environment or to implement the Firm’s strategic goals
Works directly with HR on the Human Capital Portfolio analysis as well as performance reviews and promotion process for the RA (Relationship Associate) and BA (Business Analyst) population
Participates in performance reviews and promotion process for the Operations staff
Contact for the hiring of RAs, BAs, Operations and Supervisory personnel
Provides counseling between staff members, conducts staff meetings and provides training and coaching as necessary
Manages support staff ratios for the respective branch
RA forum sponsor
Ensures appropriate governance within area of responsibility and, if necessary escalates issues
Works in close collaboration with Compliance in the delivery of formal training and the interpretation and implementation of rules and regulations
Ensures that areas under management operate without significant business, operational, financial or reputational risks by performing the necessary control tasks e.g. MICOS (Monitoring of Internal Control System)
Performs regular review of the top risk-ranked accounts as identified by Protegent; directly responsible for client contact to identify potential risk issues and ensure appropriateness of account activity and client satisfaction
Oversees the CID (Client Identification) and Branch approval process, client grouping, house holding and missing document review on new and existing accounts
Performs adequate supervision of employees working from remote locations
Monitors and maintains the appropriate business recovery plan for the respective branch office
Responsible for Firm account reviews and reconciliation – Sundry, Error, Average Price, Reject accounts, Team average price accounts, etc
Ensures proper controls around client / account updates, address changes, etc
Ensures proper controls around employee trading
Retains, directs, motivates, trains and develops staff in order to reasonably ensure that employees under supervision are competent to perform within their functions, receiving appropriate information and training in order to achieve optimal employee engagement and high client satisfaction
Plans and utilizes resources proactively and efficiently
Proactive Approach: Shows drive, passion, works persistently through obstacles to create positive impact and value for the bank. Approaches situations with an entrepreneurial perspective
Principled Behavior: High integrity, maintains confidentiality at all times. Fully complies with the code of conduct; acts responsibly protecting the reputation of the bank and mitigating controlling risks
Partnership: Takes visible responsibility for establishing, preserving and growing deep strong relationships with clients/colleagues. Communicates effectively across all levels of the client's organization
People leadership: Shows genuine interest in advancing people, gives credit, empowers and provides actionable feedback. Takes a strategic perspective to decisions and resource allocation
Professional skills: Results-orientation with a superior ability to execute as well as creatively solve problems; combined analytical and persuasion skills with a comfort and flexibility to work with all levels of the organization. Has the expertise to create strong outcomes
Willingness to adapt to change and can navigate across different branch and central functions, leveraging resources and delegates effectively
Ability to create an open, positive and collaborative branch business culture
Decisive and exercises sound judgment
Works in partnership with the relevant business and control functions

Channel Support Manager Resume Examples & Samples

Manage the day-to-day for the digital customer service applications used enterprise wide in partnership with technology, channels and business owners
Drive the implementation and adoption of new and existing collaboration capabilities in partnership with the Digital Collaboration Product Management team
Use strong technical and operational skills to proactively identify and recommend opportunities that will not only increase efficiency and effectiveness, but also help realize the true value and potential of the digital customer service applications
Serve as a hands-on subject matter expert to provide functional support to end user groups, share best practices, and provide recommendations for efficient email/chat integration and management
Develop and maintain effective relationships with partners across RBC, and third party suppliers, involved in the delivery and support of digital channel collaboration capabilities
Lead the design/creation/maintenance of the training packages for digital customer service channels
Create and maintain production support and administration documentation
Provide logistical support for the digital customer service channels
A self-starter who has a proven track record in delivering digital customer service capabilities that realize substantial business value
Someone who is able to understand customer expectations; industry best practices; current gaps and technical constraints; participate in developing efficient and effective solutions; drive requirements and ultimately partner with IT Delivery, business partners, and third party suppliers to deliver the optimal customer experience
Knowledgeable and passionate around emerging digital customer service technologies and how they will change consumer experiences
Someone that has hands-on experience and knowledge of Contact Centre business
Able to manage multiple priorities and aggressive deliverables and take a leadership role in moving initiatives forward and removing obstacles
Someone with strategic mindset, strong analytical, consultative, and team communication / facilitative skills
Revenue optimization, database expansion and other course products
Promotes support specialists to maintain a high energy, engaging, servant culture
Manages daily workflow to maximize call answers and minimize voicemails and hold times
Achieves a high level of quality through call recording analysis and staff coaching
Mentor support specialists handling complex support issues
Tracks team performance daily, giving regular feedback to consultants
Performs bi-annual reviews, supplemented with consistent mentoring
Supports internal company technology, including computers, phones and network
Convey patience, leadership and calm in stressful situations
Lead a 20+ team across four offices (Menlo Park, Dublin, Singapore and Sao Paulo)
Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Forensics and Engineering)
Define processes to support the Product Support team in gathering insights around ads product use, stability and performance
Experience working in global organization
Ability to quickly learn with minimal guidance
Ability to analyze data, create mapping documents
Knowledge of MS Excel, PowerPoint, Access a plus
Work collaboratively with our strategic vendors on a daily basis to deliver and optimize the Level 1 service, to meet and exceed defined SLAs
Management and tracking of L1 initiatives to improve the support model. Prepare and maintain project plans, track progress against milestones, manage risk and issues and prepare summaries for senior management review
Responsible for identifying gaps between organization standard practices and operational activities, and running impact assessments to identify remediation steps required
Support the contract management with our vendors, including change management and validating commercial changes
Build and leverage metrics to support the responsibilities outlined above
Contribute to wider QAPM initiatives around optimization of support
Work with MS stakeholders to promote best practices across our onshore and vendor Level 2/3 teams
Experience with Process Mapping tools such as Visio and MS Office suite of products such as Word, Excel, PowerPoint & Access and PDF
Excellent team player with good analytical, oral and written communication skills
Experience of core Morgan Stanley technologies used (Unix, SQL, Perl)
Excellent problem solving & organization skills
Bachelors or Masters Degree
ITIL Foundation qualification
ITIL Intermediate (or above) qualification
Exposure to Lean, Six Sigma and other best practices
Experience using ServiceNow, including admin & reporting
Experience with additional technologies used (Autosys, MQ, ADABAS/JCL Mainframe)
Experience with automation of manual work
Ensure Product Support staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
Provide leadership and direction to Product Support Specialists and Technical Leads to drive resolution of bugs, enhancements or defects for customers
Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives
Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress
Work closely with the Division in the introduction of newly developed products
Work with Acquisitions as they move in and through the PTV process

FRO Genesis Support Manager Resume Examples & Samples

Help the team resolve daily L2 related issues and ensure they have the needed guidance, support and knowledge of the processes
Coordinating system enhancements and changes with different stakeholders
Acting as SME to ensure system and business activities are aligned
Ensure all pending issues are tracked, monitored and escalated on a timely basis
Coordinate with technology to prioritize tasks as ensure all issues are acted upon as per the impact to respective stakeholders
Ensure UAT/enhancements/projects are on track per baseline plan
7 to 9 years
2+ in similar role
2+ in a role to manage people

Software Deployment & Support Manager Resume Examples & Samples

Translate a customer problem into a plan to resolve the customer problem. This includes engaging the right STB resources to execute on the plan and collaborate with other engineering teams to address cross-functional issues
Identify Integration and Field Support process and technology shortfalls based on metrics, and propose and drive process improvement changes
Exercise good judgment in balancing customer needs against software and business risks. This applies to assessment of the criticality of STB software issues in development and in the field as well as the assessment of solutions and methodologies proposed to address potential and existing STB software issues
Question and challenge individuals and project teams internal and external to Engineering and DirecTV (e.g., Genie Integration Mgr, NEL qualifying a release, Field Engineering, OEMs) including managers senior to you
Sell a proposal that may not align with what the Field and Operations is requesting
Drive or redirect resolution of a customer issue that may or may not be a STB issue, using both strategic and analytical skills
Provide status on critical issues to executives, both internal and external to Engineering (Service Operations)
Define and negotiate the quality criteria for technical project releases
Balance customer requirements, end user needs and engineering constraints
Direct and/or collaborate with global teams across several time-zones
Drive resolution of showstoppers across integration and development teams
Identify and resolve gaps in processes and technology either directly or via escalations
Create and/or help maintain project and department dashboards and wiki sites
Clearly communicate technology issues, plans and solutions from both a business and a technical perspective
Work closely with other DIRECTV organizations outside of software
Bachelor's degree in Computer Science or related subject
Thorough understanding as well as practical experience with the software development lifecycle
7+ years of technical project management and software development experience
Experience with software product development and integration oversight
2+ years as Technical Lead supervising or managing a team
Ability to work independently in a fast-paced, deadline-driven environment
Experience resolving a wide range of issues in creative ways
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Strong system level problem analysis and problem solving skills
Familiarity with front-end user interface design, embedded systems, digital marketing, product development, and video/data content protection is a strong plus
Strong communication and negotiation skills
Experience working with metrics to drive decision making is desirable
Must be available to work occasional extended hours
Fluency in Russian and/or Ukrainian is a plus
Reviews, drafts, and outlines project planning and/or business requirements that impact strategic initiatives and/or business unit objectives
Examines various data sources and applies consistent approaches to data interpretation and performance measurement results
In coordination with business partners and users, assists to ensure that critical strategic decisions are vetted and well thought out prior to implementation
Ensures project dependencies are clearly defined, documented and communicated appropriately in terms of time required to complete
May liaise with the business, development team and technology on certain projects
Assists in the planning and implementing of Projects and Strategic initiatives of the Business Line Unit/Operations
May assist in the development of business unit analytics, department or operational procedures, reporting, financial analysis, communicating and/or strategic planning activities
Must have a college degree in a quantitative major (finance,economics,business,accounting, etc); must be proficient/specialist in technology
1-3 years of functional/professional experience
Solid written and verbal communication skills for report writing, business requirement proposals, client interaction, and methodology documentation
Good analytical and problem-solving skills coupled with thoroughness and attention to detail is highly desired
Project management tools such as MS Project
Conduct inventory of Autodesk Engineering Infrastructure landscape world-wide and perform analysis to create strategy and identify potential EIS Enterprise Operations customers from Autodesk Engineering community
Develop a repeatable end-to-end program to convert Autodesk world-wide site specific engineering infrastructure labs into EIS Enterprise Operations virtual enterprise cloud services infrastructure (ECS/EVA) for Enterprise Operations service and support
Drive Engineering site specific labs to a data center centric solution to align with EIS support methodologies
Communicate realistic expectations of EIS capabilities to Engineering stakeholders, including commitments for budget and project delivery
Develop a program to promote the growth and adoption of existing EIS Enterprise Ops ECS and EVA services to entire Autodesk Engineering community
Engage Autodesk Engineering divisions to understand how Enterprise Operations could potentially support their Infrastructure needs
Identify engineering specific opportunities for improving the overall ECS and EVA experience and share feedback with EIS internally to grow our overall Service Excellence
Work with Enterprise Operations Infrastructure Ops teams and Autodesk Engineering teams to develop project plans to move engineering labs from physical lab space to Data Center with minimal to no downtime or impact to engineering teams
Ensures all program and project deliverables meet Enterprise Support Acceptance Criteria
Work with Director of Infra Ops on project planning, resource & capacity planning and
Operational budgets
Work with Sr. Director of Enterprise Ops on strategic program objectives and program financials for engineering divisions converting site specific labs
Create and maintain business infrastructure operations dashboards and analytics to communicate to Autodesk Engineering stakeholders on their specific EIS operational infrastructure health, reports on usage, budgets and forecasting
Provides Business operations support for Autodesk Engineering customers who are supported by EIS Enterprise Ops support model and methodologies

FCC Central Support Manager Resume Examples & Samples

Support Monitor's and regulator's visits (on requests for documentation , preparation of the business and FCC local teams for the presentations and interviews and any follow up requests)
Conduct forensic reviews on FCC risk in countries as required (in coordination with Assurance teams)
Support in country FCC teams as required
Support the coordination (in conjunction with other Regional/local FCC/COO and Change Risk teams) of the tracking and analysis of identified Financial Crime issues and action plans to remediate those issues and support the implementation of program of changes in alignment with Global Standards by
Supporting the analysis of existing issues escalated through risk assessments, external reports, regulatory reports, audit reports, Monitoring and Testing results, local FCC reports, results of forensic reviews, results of assurance reviews etc
Consolidating tracking of programs against known FCC issues and providing FCC input in order to define risk mitigating activities
Extensive AML/Sanctions
Excellent communication and inter-personal skills, with experience dealing with executives including the capacity to articulate the case for risk management and policy
Experience in Risk and Operations Management, together with business management
Experience interpreting and analyzing a large volume of information and /or data to provide succinct summary for management
Experience working within a matrixed environment preferred including reporting internationally
Ability to lead change, contributing to joining up with the other teams in Risk and Business globally
Proven analytical & manage by fact strengths
Proven understanding of Bank of America risk appetite
Strong organization, written and verbal communication and facilitation skills
Working knowledge of bank policies, programs & procedures
Expert proficiency in MS Office (Word, Excel, PowerPoint)
Ability to work in a high pressure and fast changing environment
Stakeholder management to Executive level
Change Management & Process Design Experience
Highly efficient with the ability to juggle multiple high priority activities concurrently
Self motivated and analytical
Business analysis / re-engineering
Office automation skills – MS Office (Excel, Word, PowerPoint, Visio, Access etc.)
Team-Management experience
Degree-educated or demonstrable relevant experience
Capacity and Staffing experience
Adaptable to new systems and environments
A high degree of confidence and ability to interact with senior executives and other control partners

RFP Support Manager Resume Examples & Samples

Recruit, hire, train, supervise, coach and performance manage, 10 to 15 Proposal Coordinators and achieve SLA targets by adhering to client standards
Attend, lead and participate in team meetings
Develop customized solutions for new and current RFP response processes
Ensure team demonstrates client-driven attitude through excellent knowledge of tools and processes
Ensure sound relationships exist between Proposal Coordinator team and Campaign Planning team
Analyze RFP volume across Team and develop and manage workload distribution
Systematically review and assess Proposal deliverables to ensure accurate and on-time delivery to internal clients (Sales Teams)
Participate in the development of process improvements
Methodically track defects, and troubleshoot and solve inefficient approaches
Work directly with VP Campaign Planning on proposal preparation questions
Act as a subject matter expert by having a deep understanding of CCO’s business, processes and tools
Collaborate with VP Campaign Planning to understand and support client proposal requirements and ensure that Sales has the required sales materials and support information for all RFP responses
Supervise, guide and motivate Team and ensure quality of work and client service
Bachelor’s Degree in a relevant discipline; Master’s Degree preferred
8+ years of management experience, with emphasis on transactional processes
Exhibit a high level of financial and business acumen and an understanding of competition and performance goals
Deep understanding of how to create accurate proposal documents and deliverables
Ability to multi-task, manage own and other’s time, and prioritize work
Ability to identify root cause of issues and work quickly to resolve them
Ability to create and balance strategic direction with tactical, implementation activities
Ability to gather information, sort through complex issues, seek input from others and operate independently
Demonstrates ability to collaborate and work in a team environment
Ability to actively listen and partner with others
Ability to act as an effective partner by establishing good give and take or win/win relationships
Prefer a basic level of Salesforce.com knowledge
Must pass pre-employment drug & alcohol screen and background check
Bachelor´s Degree. Masters (or equivalent) degree preferred
Minimum of 5+ years experience in Technology / Programming or equivalent
Healthy balance of tecnhical (programming) and non-tecnical (business analysis/management) skills
Understanding of MANTAS and QuikScreens systems would be a huge plus
Qlik View knowledge preferable
Experience with web structure and internet protocols
Develop skills in Business Objects; SQL Server 2008 (including jobs troubleshooting) / SQL - Oracle / VBA / MS Access / SAS / Database Reporting/Stored Procedures
Intermediary knowledge of Business Objects/Crystal Reports
A fundamental understanding of data models and experience with various databases
English language skills (50% spoken -50% written)
Ability to define, drive and report on projects
Technical leadership/subject matter expertise in one or more applications such that transferable skills around application management, troubleshooting and in-depth technical support can be applied to new applications
Experience in managing distributed Wintel applications

HBO Customer Engagement & Support Manager Resume Examples & Samples

Experience in developing KPI’s, other metrics to assess effectiveness of ongoing training and other operational initiatives
Experience with cloud- based CRM software solutions, preferably working knowledge of Zendesk
Experience managing a knowledge management system for both customers and agents
Experience managing a technical support team in a contact center
Experience managing cross functional or cross site groups
Requires excellent written and verbal communication skills
Requires excellent organizational and time management skills
Experience managing full time employees as well as 3rd party vendors
Experience balancing coaching and development with administrative tasks
Dedication to the success and development of employees
A genuine love for customers and a proven history of driving customer impacting change
Executive Project Management
Successful track record managing multiple complex projects simultaneously
Demonstrated success in information gathering and analysis, and professional reporting methodologies
Successful track record of achieving results through persuasion and collaboration rather than explicit reporting relationship
A good sound understanding of the UKC and IPB EMEA / Consumer EMEA business as well as broader understanding of the Citi Franchise environment
Experience in operating in complex, global organizations with minimal support
Experienced individual with line responsibility and proven business lead results
Very strong influencing skills and ability to work with seniors to drive strategic direction and execution
Highly collaborative orientation, with outstanding diplomacy, analytical and organizational skills
Finely honed oral and written communication skills, laterally to others on the leadership team, downward through the organizational chart, and upward to the EMEA Head of Consumer and Regional Office
Keen judgment and emotional intelligence
Must possess critical thinking skills, using logic and reasoning to identify strengths and weaknesses and have the ability to seek alternative solutions, conclusions and approaches to problems
Ability to flawlessly manage significant amounts of detail
Must exercise discretion, sound judgment, and the highest professional ethics
Sensitivity and orientation to identify systemic issues
Ability to weigh issues in an unbiased manner
Must be flexible and highly organized
Demonstrated ability to deal with highly confidential information
Degree or equivalent (but not essential)
Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business is preferred but not essential
Effective written and presentation skills
Responsibilities also include managing the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
Manages production changes made in accordance with lifecycle methodology and risk guidelines
Experienced leader who typically manages a team comprised of IT professionals within the Applications Support family; may manage IT managers
7-10 years of Technology experience
5+ years of experience in a management capacity
5+ years of Infrastructure/ Application Support experience
Manages risk and control compliance to departmental and company wide standards
Implements financial control and budget management
Manages client centric environment for work with teams and contributors
Responsible for all aspects of Incident and L2 support for the TRIMS application, primarily for NA business clientele
Ensure appropriate monitoring and alerting processes are in place for the Production environment
Able to analyze complex problems / situations and to propose simple solutions
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively
Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements
5+ years’ work experience in Technical Production Support roles preferably within a large scale, global financial services organization
Prior experience in large scale enterprise application support, capacity planning, optimization, re-engineering, performance fine tuning and cost optimization
Managing Multiple Applications Establishing ITIL best practices Processes and Procedures
Preferred production support experience in banking industry
Bachelor's Degree in Computer Science/Computer Engineering or equivalent
6-7 years IT Support experience primarily in Unix systems with AIX, MQ, Oracle, Java, SQL, NDM and TIBCO
Experience in Kofax Optical Character Recognition solutions and integration with other applications
Experience in Webphere Architecture and NAS/SAN storage systems
Basic Networking knowledge (Load balancers, Network Protocols)
Experience in Autosys Job Scheduling and setup
Certification in project Management or ITIL is preferred
4 years experience writing scripts using Unix shell, database queries, generating capacity and performance reports
Software Engineering & Change Management experience desired
Ability to work in a Offshore/Onsite environment
Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

Support Manager Key Accounts Resume Examples & Samples

Responsibility for all Customer Service tasks for the assigned customers Deichmann and Hervis for brand Reebok
Customer Service and Key Account specific communication with all relevant internal
Bachelor/Master degree
First experience in Sales (internship, working student etc.)
Fluency in German and English is essential
Advanced knowledge of the MS Office package as well as SAP/CRM
Primary responsibility is ensuring the quickly-expanding GRU platform is kept running for the GRU business and its clients. This breaks down into two parts
Experience in a demanding environment, working to strict deadlines and short SLAs
Solid understanding of internet tracking and/or digital marketing/advertising technologies
Strong understanding of website functionality or technologies
Strong communication skills and the ability to speak and write professionally to clients
Experience using a customer support ticketing system such as JIRA, Salesforce, Zendesk, Bugzilla or any other CRM system
Proficiency in Excel for data analysis
Knowledge of SQL and ability to run basic database queries
Prior experience in digital marketing/advertising solution in any of the following: Google Adwords/Bing for PPC, Doubleclick for Advertisers for display ad serving, Commission Junction for affiliate marketing, Facebook/Twitter for social media marketing, Youtube for video
Prior experience using Convertro, Adometry, Google Analytics, SiteCatalyst, Adobe Omniture or other marketing attribution/website analytics tools a major plus!
Experience using Linux, or a UNIX-like system such as Macs, ability to use command-line, programming in some language such as Python and Bash scripting
Experience with cloud SaaS based solutions or web applications
Perform as a trusted partner and peer of CBB production support managers, offering innovative ideas and business as usual operational excellence
Build India-based staff to meet FTE/FTC goals
Coordinate shift schedules with CBB team managers to meet production demand
Assuring staffing is adequate to meet demand, change control procedures are followed, disaster recovery plans are in place, job performance and SLAs are maintained
Drive incidents to resolution
On-call management and escalation support
May be required to assist with troubleshooting and other ad-hoc assignments as required
Tracking and communicating issues to management and other business partners
Providing on-site supervision and feedback to local employees, including PMC reviews, training, goal and career planning
10+ years managing operations personnel in a global technology environment
3-5 years’ experience in Java/J2EE development
Experience with XML, XSD, Web services & Shell scripts

Apps Support Manager, Hfm Resume Examples & Samples

A minimum of five to seven years of hands on experience with Hyperion Financial Management (HFM) and FDM version 11.1.2.3
Experience with version 11.1.2.4 preferred
Understanding and experience with system development lifecycle methodologies
Ability to analyze financial data and financial statements (P&L, Balance Sheet & Cash Flows)
Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met
Experience with Implementing/Upgrading HFM/FDM environments to latest releases
Working knowledge of Microsoft Excel, including the ability to understand and manipulate basic spreadsheets
Knowledge of General Ledger, Accounts Payable and Accounts Receivable systems, preferably PeopleSoft
Knowledge of other Hyperion applications (EPMA, Planning, Essbase, MDM, FDMEE, etc.)
Knowledge of other reporting tools such as Longview Planning is desired
Creation and implementation of process improvements which includes testing, validating and documenting change process
Assist with system configuration / modification to support acquisitions, divestitures, or retrospective accounting changes
Collaborate with business teams to develop or clarify requirements for improving and expanding the capability of HP, FDM, and reporting
Quarterly/annual compliance reporting initiatives
Effective communication skills, with the ability to clearly and concisely express ideas both verbally and in writing
Forms productive relationships with internal customers by listening, clarifying, and responding effectively
Strong problem solving skills, including the ability to effectively address any issue in collaboration with others as appropriate; the ability to proactively identify and prevent potential problems; the ability to help develop problem solving skills among direct reports and other team members as appropriate
Ability to collaborate with others and act in an objective manner in order to effectively solve problems and stay on track towards accomplishing organizational goals

Support Manager for a Growing Software Firm Resume Examples & Samples

Show your passion for technology and demonstrate your knowledge of Windows and virtualization technologies, including some coding
Demonstrate exemplary communication skills in English and Japanese which will allow you to effectively lead a team and manage key projects
Report to a local support manager with dotted-line reporting the USA
7+ years experience, with at least 5 years in a support team management role
Deep knowledge in Windows, application development, and managing critical support situations with large enterprise customers
Top-notch communication skills both written and oral in Japanese, with lower-business level English

Digital Support Manager Resume Examples & Samples

Act as the front line for managing the flow of incoming technical service requests, incidents and outages during core business hours for Clear Channel’s digital signage platform
Work with engineers, outside vendors and service contractors to diagnose and investigate root causes for system outages and performance degradation's that are not picked up and resolved by our automated incident management tools
Resolve and repair standard L1 and some lightweight L2 issues and outages based on your platform knowledge. Use internal tools and resources to assist in the troubleshooting effort
Work closely with application, network and infrastructure engineers on timely workarounds and fixes, verify fixes and coordinate/execute the delivery of them
Document incident outcomes and resolution steps within our service/incident tracking system
Communicate outcomes, root causes and next steps to key personnel in our markets and to other relevant technology vendors and service partners
Develop a recurring reporting model to ensure the business is kept up to date with incident volume, category, cause and resolution timeframe metrics
Respond with a great sense of urgency to demanding deadlines in a fast-paced environment; identify opportunities for improvement for all incidents and problems; follow internal processes with a high level of detail
BS degree in Computer Science, Engineering, or related technical discipline preferred
Must have a minimum of 5 years of experience in customer support management in the high-technology industry
Strong understanding of support processes and methodologies including how to interpret support KPIs and metrics
Previous experience working in a traditional Tech Support role – with exposure and experience with system incidents, resolution and customer communication
Demonstrated data analysis skills
Must be a flexible self-starter who can ramp up with new technologies quickly and can adapt to a growing and rapidly evolving team and technology landscape
Demonstrable experience of working and engaging successfully with multiple remote teams
Excellent customer service skills, which include organizational, interpersonal communication, and presentation skills
Experience utilizing Salesforce.com, ServiceNow or similar Service/Incident management tools
Travel to our IT Headquarters in San Antonio, Texas for 1-2 weeks of initial training would be required with the possibility of 1-2 additional short trips per year
Managing escalations for unplanned and planned outages
Partnering with internal and external teammates to drive application stability initiatives
Enforce OPT production management policies for all applications ensuring stability, audit, risk and compliance of the applications
Ability to manage multiple high profile request issues at the same
Being able to communicate verbally and written to senior managers (MDs and above)
Understanding and following all 24x7 Production Support procedures, processes and policies
Coordinating and performing implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines
Developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
Identifying areas where efficiencies can be gained using proactive approach through collection and analysis of metrics
Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays may be required
Minimum of a Bachelors degree
A minimum of five (5) years experience in IT in call center technologies, preferably in a Fortune 500 with focus on these applications
Accountable for managing day-to-day service delivery operations team for North America businesses including driving metrics of the team, executing monthly evaluations, and coaching and development of Specialists
Develops a robust professional relationship with peers locally and internationally creating a useful business network
3-5 years experience leading staff in Production / Operations environments preferred

OTC Derivative Support Manager Resume Examples & Samples

Understanding the lifecycle of all complex Over the Counter derivative instruments from initial set-up to close out including trade capture, all life cycle events and all cash-flows. This requires an in-depth understanding of OTC derivative products and how they are reflected on accounting, custody and counterparty records
Maintain overall responsibility for ensuring all complex derivatives have been identified and accounted for correctly at each valuation point for all funds, ensuring position, accrual and market value reconciliations are completed on a timely basis
Build relationships with internal teams/departments to ensure breaks are resolved in a timely manner
Maintain up to date OTC Derivative related procedures, desk notes, lifecycle diagrams and relevant training materials
Proactively identify and address OTC Derivative operational risk areas and implement enhanced controls and processes where necessary
Provide updates to Senior Management on team performance, deliverables and escalate issues as appropriate
Proactively stay on top of any OTC Derivative related regulatory developments and global corporate initiatives and ensure these are integrated into the processing environment and that the Derivative Support Team is fully compliant
Managing the Information Delivery Team in their duties and responsibilities
Ensuring that daily quality and control measures are followed
Coaching team members to strengthen or improve performance dimensions
Working closely with senior management on both team performance and other project related activities
Performing analysis on complex issues and determines required actions
Provide customer support to HR, Legal, Compliance, managers, and employees
Collaborate with imaging systems teams, IRM and Kofax, to support imaging function and responsibilities
Monitor specialist’s work performance are demonstrated and executed consistently in support of positive client experiences
Conduct quality review of specialist’s workload based on established procedures
Identify, initiate, and implement continuous process improvement opportunities
Communicating professionally, effectively, timely and courteously
HS/GED Required. 4 year college degree or equivalent work experience required
1-2 years of related experience required
Prior leadership or management experience highly desired
Knowledge of PeopleSoft/Oracle HRMS System required
Experience with records management helpful
Knowledge of Online Service Center (OSC) system helpful
Excellent communication skills, including ability to interface with senior management required
Excellent customer service orientation required
Strong time management skills and ability to handle multiple tasks required
Excellent organizational skills required
Strong knowledge of Excel, Word, Outlook, and Adobe Standard required
AVP C12 role
Manage the IBM SVP Support Provider partner program strategy and objectives in assigned geography
On-board potential PSP’s, including those migrating from acquisitions
Off-board PSP’s who do not meet program metrics
Work closely with S&S Sales and quoting teams to ensure on-time payment of S&S renewals
Work closely with L2 Brand Support to monitor PSP PMR; escalate and manage to a successful conclusion PMR or general Support issues between L2 Support and the PSP
Work with L2 Support to define and maintain technical certification requirements for PSP’s
Maintain regular communication with Support, S&S, Channel Sales, Channel Operations on the activities of your PSP’s and the program in general
Maintain close communication and coordinate delivery of PSP commitments, monitoring specific performance triggers to ensure quality support as defined in the program operations guide and internal objectives
Exercise judgment within broadly defined practices, techniques and problems that require cross function / segment areas of business that will continue to ensure channel business success
Regularly interact with senior management on matters concerning several functional areas, brand, regional, or geo levels
Minimum of 3 years of Customer Support operations knowledge strongly preferred
Technical knowledge of Business Analytics, or Risk Analytics. Information Management or Industry Solutions software very helpful
Experience using analytical software such as IBM Cognos Business Intelligence, TM1, very helpful
Knowledge of Subscription and Support (maintenance renewals) sales and processes
Experience in or working with Channels Sales and contract negotiations helpful
Experience with or knowledge of IBM Order to Cash processes helpful
English language as 2nd language required
Degree qualified
Strong numerical and data analysis sills
Strong organisational skills and the ability to multi-task
Ability to manage upwards to ensure that the project deliverables meet the agreed timetable
Strong communicator who is able to communicate at all levels, especially at Partner level
Receptive to change and a flexible approach
Able to demonstrate initiative in approach to projects
Off-board PSP’s who do not meet programme metrics
Maintain regular communication with Support, S&S, Channel Sales, Channel Operations on the activities of your PSP’s and the programme in general
Regularly interact with senior management on matters concerning several functional areas, brand, regional, or geographic levels
Work closely with second level support, development teams, and the Commodities business to determine strategy & priorities and to ensure team is meeting the business’ requirements; Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Have experience in process optimization – leveraging programming and problem solving techniques to deliver solutions across multiple technology platforms
This group provides the detailed knowledge of the applications; For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
There is a duty on this team to take ownership of user problems and be proactive when dealing with user issues
When dealing with major issues, the group would be expected to make key business decision recommendations based on their knowledge of the systems and the business
Follow thru to ensure each problem is resolved according to SLA
Strong process awareness and ability to manage single handily incidents, changes and problems at a global level and escalate as necessary
Ability to educate, inform and train new users and team members; Communicate complex technical issues to business users in a language they understand
Have an in depth knowledge of the fundamentals of the Commodities business
5 - 7 years’ experience working in a support environment
Experience working in a Commodities Front Office or other Markets oriented production support desk and responsible for ensuring high availability / mission critical trading environment
Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Openlink and be able to show how they have managed large scale stability issues and outages is essential Skills
Equities Production Services is one of the most challenging and potentially rewarding areas to work within Citi Equities Technology. The application stack consists of a significant number of interwoven applications and components providing functions around trading, analytics, pricing, PnL, risk management, batch processing and reporting for end users in many locations across the globe. Underpinning all of those applications are core data applications concerned with reference data and data flow between applications. The entire Equities platform is currently undergoing major engineering work and as such there is a need to maintain and improve stability for the existing platform whilst driving supportability improvements and enabling safe implementation of the new platform
The Production Services group consists predominantly of business-facing teams in Hong Kong, Singapore, Japan, Australia, Korea and Indonesia. The role would be to provide an in-depth technical support for the data applications working in tandem with global and regional teams
Demonstrable track record of hands-on application support experience
Experience using call/ticketing software and exposure to ITIL methodologies around Change, Incident and Problem management
Experience in supporting Equities systems, preferably for data management systems and surrounding components
Database - (SQL/Sybase) - Unix/Linux
Excellent scripting knowledge in UNIX/Perl/Python

Citi Insight Support Manager Resume Examples & Samples

The ideal candidate will have a bachelor degree preferably engineering degree Candidate should have minimum 10 - 12 years’ work experience in IT and finance domain
Candidate should have strong coordination skills, communicate well across multiple teams
Candidate must possess knowledge of system workflows, front-end and management reporting application systems, and knowledge in the utilization of database technology
Must have excellent communication skills, team orientation, and ability to work with counterparts in different areas of organization
Resolve and drive resolution of complex issues on time since it is a 24/7 system
Candidate should coordinate multiple releases with various technology stacks
Candidate should possess great understanding on hardware components and work with vendors and engineering teams to perform capacity planning
Candidate will be expected to plan & execute hardware procurement based on system growth / new releases / enhancements
Directing the Business Support team in support of various lines of business
Drives strategy for request processing and incident management
Partnering with Operations to ensure Service Level Agreements are satisfied
Providing root-cause analysis and process improvement recommendations when service levels are not met
On-boarding, off-boarding and maintenance of access entitlements
Partnering with other functional areas to ensure seamless delivery to customers, including coordination with cross functional or operational resources
Utilizing existing business intelligence metrics and management reporting
Implementation of strategic initiatives related to new or enhanced security products and toolsets on supported platforms
Assessing recommended procedural changes to enhance the functionality of the operations team
Identifying opportunities to automate or streamline current processes
Coordinating with global peers across internal and LOB departments, focusing on driving efficiency and service delivery improvements
Ensuring appropriate control environment is developed and maintained
Ensuring successful implementation of action plans to address risk and control issues
Serving as primary point of contact for site specific audit activities
Promoting security awareness across the firm on an on-going basis
Preparing business cases for staffing decisions
Approving recommendations on hiring and staffing decisions
Evaluating and execute appropriate staffing plans in order to achieve departmental goals
Ensuring that the operating model consists of appropriate levels of resiliency across all responsible locations, documented and tested accordingly
Providing leadership during resiliency event as site lead
Providing governance and approval for expense related to shift differential and drive overall compensation planning in accordance with HR policies while adhering to budget guidelines
Developing and maintaining good relationships with business partners
Ensuring communication is customer focused and professional; responsible for local communications
Monitoring and ensuring client satisfaction
Bachelor's Degree in Computer Science or equivalent experience
15+ years of professional IT experience
15+ years experience encompassing areas of global operations, Transitions, technology risk management, Identity & Access Management is required
Atleast 10+ years management experience and demonstrated leadership capabilities
Familiarity with IT risk management framework and control self assessment process is required
Industry recognized certifications (CISA, CISM, CRISC) recommended
Manage a subset of the bank’s patent portfolio, including managing all patent filing and prosecution decisions, portfolio reporting, and metrics
Engage business partners to identify and assess potential patent opportunities
Participate with outside counsels to prepare and prosecute patent applications
Conduct patent research including prior art searches, patent landscapes, and competitive intelligence
Counsel and educate business partners on various aspects of intellectual property law
Assist with developing, implementing, and improving the bank’s internal processes related to the patent process
Develop metrics and provide regular reporting regarding the bank’s patent portfolio
Must have experience identifying patentable inventions and prosecuting patent applications
A solid understanding of intellectual property laws and concepts related to patents, trade secrets, and the strategic value of patent assets
Facilitation and presentation experience
Self-driven and highly motivated
Strong organization skills with the ability to manage multiple projects
Ability to influence and interact effectively with business partners at various management levels and with diverse backgrounds across the enterprise
JD or MBA degree is a plus, but not required
Experience with, and an understanding of, banking and financial services preferred
4-5 yrs of Finance experience (or similar discipline)
Strong Microsoft Office skills, specifically Excel (Reporting/Analysis)
Ability to turn data into useful information
Self Starter and Proactive
Strong ability to juggle multiple responsibilities, constantly reprioritizing based on new information or shifting deadlines

Mexico Csis Regional Investigative Support Manager Resume Examples & Samples

Directly manage the day to day activities of the Nuix and Relativity Engineers and the Hosting Support position
Work with case teams to develop budgets and work flow strategies
Utilizing CSIS methodology for case management, the Manager will work closely with stakeholders to gather requirements and set time tables and coordinate with the regional investigative team to monitor cases from inception through resolution of the matter
The Manager also serves as primary contact for the case team regarding project status and deliverables
Work closely with in house counsel to set up projects, forecast job turnaround estimates, and job specifications
Continuously track multiple projects and jobs within each department to ensure deadlines are met. Work closely with engineering to ensure proper allocation of resources based on deadlines
Serve as a liaison between CSIS, in-house counsel and outside counsel. Communicate frequently with client to troubleshoot issues and provide status updates according to the client’s preference
Keep other redundant PMs up to date with enough information so that they can step in at a moment’s notice
Keep current project-related documentation including, but not limited to, job order, job authorization, law firm profile, tracking log, client job status summary, and label of coming deliveries
Manage resources and end-user training as required throughout the project to develop operational expertise across solution technologies such as Relativity, NUIX, etc
Four year college degree, post graduate degree is a plus
3- 5 plus years of document review management experience directing eDisocvery professionals
Polished communications and interpersonal skills
Strong organizational and project management skills – ability to manage multiple clients and multiple deadlines
5 plus years of document review management experience directing eDisocvery professionals
Experience using various software tools including Relativity (kCura), Clearwell (Symantec/Veritas), Axcelerate (Recommind), Viewpoint (Xerox), Xera (iCONNECT), Equivio (Microsoft), Brainspace (Brainspace), PSS Atlas (IBM), eCapture/Allegro/Eclipse (iPro), LAW Prediscovery and ECA (LexisNexis), eNCASE eDiscovery/eDiscovery Review (Guidance), Extero, Autonomy (HP), Kazeon (eMC), etc. Experience with all listed tools not a requirement, but broad base of experience across various tools is desired
Demonstrated high-level proficiency with Relativity and NUIX eDiscovery/document review platforms with a preference for Relativity Certified Administrator (RCA), Nuix Engine API Developer and Nuix eDiscovery Certifications
Utilize, manage and market to a database of customer contacts
Maintain a positive sales environment by educating potential borrowers, Real Estate Agents and Homebuilder sales representatives on the Company’s products and services; create and deliver presentations when necessary
Complete thorough loan applications by communicating with perspective applicants and obtain specified information relating to the loan or credit application; correspond with applicant via telephone, email or in-person to resolve any questions regarding application information
Perform prequalification assessment and analysis of financial condition and risk of financing requests within the Company’s credit policies and programs, as well as all state and federal lending regulations (FHA, VA, Fannie Mae, Freddie Mac, Conventional, Conforming, Rural Housing Development, Bond and Portfolio)
Negotiate rate, terms and conditions of the loan
Lock loans on time and in the correct product type to avoid fall-out
Collect up-front fees from applicant
Submit complete loan application, including all required documents and disclosures, and coordinate the process with assigned processing center
Input loans into appropriate Automated Underwriting System (AUS), such as DU or LP, for underwriting decision
Assist with, and solve, issues relating to processing, underwriting and closing of loans within employee’s loan pipeline
Develop and maintain knowledge of the financial industry, economy, market conditions, rates, vendors and competition
Represent the Company in various community and civic functions to enhance the Company’s image and develop additional business
Consistently apply superior decision making techniques relating to applicant inquiries, approvals, and requests as they pertain to existing policies, regulations and procedures
Maintain compliance on all loan files and pipeline
Ability to plan for contingencies and anticipate problems and identify risks
Ability to negotiate persuasively to produce positive outcomes
Ability to effectively listen and respond to customers’ needs
Ability to demonstrate a strong desire to satisfy one’s internal and external customers by displaying superior customer service skills
Ability to demonstrate corporate responsibility by living our core values – Superior Customer Service, Integrity, Respect, Hard Work, and Long Term Commitment
Ability to instill trust and confidence from others
Ability to effectively convey and receive ideas, information, and directions
Ability to exhibit professional written and verbal communication at all times
Ability to build and maintain work relationships and contacts needed to effectively address issues and obstacles
Ability to value contribution of all team members and is effective at resolving workplace conflicts
Ability to establish positive rapport with customers
Ability to seek out new and creative ways to provide solutions to the customer’s needs
Ability to demonstrate solid selling skills and techniques
Ability to influence others to gain commitment
Ability to maintain an intense optimism and focus on achieving goals even under adversity
Ability to recover quickly from setbacks and rejections
Ability to maintain and foster strong partnerships with customers
Ability to ensure customer satisfaction throughout the cycle of the sales process with support and service
Ability to complete all required training courses on time
Ability to identify customer needs and adapt sales presentations effectively
Manages activities related to maintenance of the application systems that are running the daily operation of the firm
Responsibilities include oversight for the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
Manages the production changes made in accordance with lifecycle methodology and risk guidelines and data management
Responding promptly to application alerts and issues
Knowledge in Middleware (Webshphere & Tomcat) deployment & troubleshooting
Adhere to standards and processes for incident resolution
Maintain production support run docs for each application
Govern SSL Certificate Renewal process
Collaborate with Level1, Level 3 AppDev or engineering teams when issues arise that requires additional support
Minimum 5+ years of applications production support/application development work experience
Qualifications and Requirements
5 years Production Support experience, preferably supporting applications in a mortgage servicing environment
5 years experience with production support and development life cycle in a client/server and web based environments
Familiarity with technology deployment procedures
5 years experience in developing detailed process workflow with automation orientation
5 years experience with Oracle, SQL, SQL Server DB, Unix, VB6, .Net (expert) and Java (intermediate)
Desired background

Analytic Support Manager Resume Examples & Samples

Works with public sector and non-profit partners to develop clear scopes and timelines / workplans for analytic support projects
Works with executive directors to develop a framework and strategy for analytical support projects
Coordinates with analyst team to insure projects are completed in accordance with timelines, and may manage a research analyst
Insures that appropriate quality control procedures are implemented and adhered to for all analytic support work
Identifies opportunities to streamline internal processes and systematize analytic approaches to efficiently execute analytical support projects
Secures approvals from government agency partners as needed, oversees University of Chicago IRB procedures, and maintains confidentiality of participant information; ensures compliance with institutional, state and federal regulatory policies, procedures, directives and mandates
Prepares project memos, summaries, presentations, and manuscripts targeting both policymakers, academic researchers and other stakeholders
Builds and maintains strong relationships with partners organizations, government agencies, nonprofits, and other community groups
A minimum of two years related work experience required, and four years of experience preferred
Experience with quantitative data analysis preferred
Previous experience working in a research organization preferred

VIP Support Manager Resume Examples & Samples

Ensure that members of Vimeo’s top tier products are receiving prompt, professional, mind-blowing customer service (including phone support as needed)
Train HQ and remote support teams to properly handle first responses and after-hours inquiries for VIP users
Work with the Community Operations team to improve and expand Zendesk workflows for VIP support
Troubleshoot and report technical issues specific to Vimeo Business features (multi-seat access, email capture, etc.)
Help prospective customers understand the benefits of Business compared to other Vimeo products and/or other video hosting services
Handle support escalations pertaining to Vimeo Business, selling on Vimeo On Demand, and custom storage needs
Create user-facing help content (e.g., FAQs and canned messages) and internal training documents pertaining to Vimeo Business and Vimeo On Demand
Prepare monthly reports on trends related to business support (e.g., common topics, pain points, and feature requests) as well as emerging use cases
Assist VIP members who want to build custom Vimeo API integrations to determine what is and is not possible
Coordinate with other internal teams (API, Vimeo On Demand, etc.) to support VIP users as needed
Surface relevant enterprise and partner leads to contacts on the Emerging Business team
Act as Community Team product liaison and user advocate for Business product initiatives
A college degree
Expert technical troubleshooting skills
Familiarity with the basics of web technology
2+ years of experience in customer support (the more the better)
Proactive and highly organized approach to work
Familiarity with the Vimeo platform and community
Proven ability as a member of a team to communicate technical and production-related concepts to a broad range of technical and non-technical staff
Understanding of the Rates and Derivatives businesses, securities processing as well as P&L and Risk Management
All round UNIX/Linux/Windows skills with an ability to read and interpret/diagnose scripts in the event of failure
Experience using databases such as Oracle/Sybase for queries
Python, bash Script
At least five years of relevant work experience in a Capital Markets firm in a client facing function with a good academic background
Exceptional verbal communication skills – able to immediately summarise complex issues and be ruthlessly succinct with Front Office users
Improve user satisfaction by developing a global triage strategy to drive down bug reports and end-to-end resolution time
Define processes to support the Product Support team in gathering insights around product use, stability and performance
Engage and partner with key product decision makers to communicate and realize support goals (Product, Engineering, Editorial, Creative, Business, Video, etc.)
Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve the user experience
Identify trends and key insights to drive impact to team goals, including user experience and operational efficiency
Build empathy and passion for the user experience through partnership with Product and Engineering
Lead a team of Product Specialists across multiple offices (NY and LA currently)
Lead GIAM Production Support Operations in India and manage team
Provide on-site shift coverage in accordance with Shift Rotation schedule where applicable; Occasional overtime may be required
Developing scripts to automate repeatable manual tasks
Troubleshoot and resolve system or provisioning issues
Knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
Must use discretion to prioritize workload in order to ensure timely problem resolution and customer satisfaction
Monitoring and resolving peregrine tickets
The enhanced screening will need to be successfully completed prior to commencing employment or assignment
7-10 years experience in building and managing team in Application Development Operate Space
Strong technical background in supporting firm wide products for authentication, authorization and access control with multiple technologies
Production support background with strong emphasis on production change process and incident process
Strong communication skills with emphasis on executive communication
Knowledge of the overall business operating models and underlying technical architecture
Bachelors’ degree in Computer Science or related field of study or equivalent relevant experience
Solid technical background in J2EE and vendor based applications
Experience in programming languages including. Windows scripting, Perl, Python
Pro-actively support customers as a technical interface
Lead product technical investigations using 8 D problem solving techniques where appropriate
Prepare and submit technical reports, diagnose and identify root cause analysis and recommend corrective actions
Provide feedback to operations and support processes on customer technical issues
Analyze investigation findings and identify potential product improvements or development of D.E.R opportunities
Manage and conclude supplier component investigations within an agreed timescale
Manage and organize customer visits to Eaton facilities for product support related subjects
Assist in the development of best practice laboratory standards
Assist in the development of a more robust investigation process and improve customer service
Co-ordinate field service activities, providing hands on assistance where appropriate
Provide technical support to MRO Technicians
Assist and deliver customer training programs on or off site to support the education of customer maintenance personnel
Provide cover for product support function during holiday periods
Survey critical MRO products in process and identify trends that may result in future in service issues
Manage warranty administration and adjudication for site produced products
Support Marketing in the SOW review and Aftermarket responses for new programs
Maintain update PMA files for all active commercial programs
Knowledge of hydraulic fuel systems
Knowledge of the aerospace regulations, specifically in the US (FAA)
Knowledge of the FAR and DFARs
Proven ability to multi-task and manage multiple priorities concurrently whilst still meeting expected deadlines
Strong understanding and experience with Integrated Product Teams (IPT) and Customer Service teams
Strong communication skills (Internal & External)
Customer focused (balanced with good business acumen)
Bachelor's Degree in engineering from an accredited institution is required
Minimum of five (5) years of experience in an engineering role
Minimum of two (2) years experience in a customer facing role
Relocation is not being offered for this position. Only candidates residing within a 50 mile radius of the facility will be considered
Manufacturing experience
Experience working with in Part 145 and knowledge of Aerospace products with experience in building support solutions for major aerospace companies
Managing an experienced team of business support analysts; defining core skill set and proficiency levels for business support professionals; and supporting career development and continuous improvement activities
Managing and supporting ME Organizations for overhead and capital budgeting, planning and reporting
Providing ME Direct Charging Incentives Reporting, and Sarbanes-Oxley (SOX) Profile Testing
Managing contract labor (yellow badge) process for ME
Compiling and releasing ME Build Plan
Managing and facilitating ME resource planning and requirements
Supporting ME IT waterline planning and budgeting process
Helping define and implement a strategy to control access to data (ME Data Governance, drive permissions, etc.)
Managing and supporting Office Building B, East Hartford, CT for facilities, printers, office supplies, employee move requests and building renovations, along with special projects
Facilitating employee/equipment/furniture/art work move requests, and own the Master Office Building B employee seating plan
Providing ACE/business administration support (External Customer MFA tool, Supplier Engagement Tool, ME Control Tower Hierarchy Baseline)
Assisting in the resolution of critical business process-related issues that directly impact business metrics (quality, cost, delivery/TAT, CPAR, etc.)
Working with the ME value stream to leverage collective expertise to improve business processes relative to efficiency and effectiveness
10+ years of business and customer interface experience within a large, matrixed organization
Proven experience working effectively across multiple functional areas in a heavily matrixed environment
Highly collaborative and extensive experience in collaboration tools and processes
Must be highly motivated, goal-driven, and results-oriented; with the ability to influence change and drive positive outcomes
Must be self-disciplined and have a positive attitude
Strong working knowledge of Microsoft Word, Excel, PowerPoint
Familiarity with business systems such as SAP, Business Warehouse, E-pay, etc
Excellent time management, written/technical writing, verbal, and presentation skills
Ability to communicate effectively with all levels, including executive leadership
Practical understanding of P&W operations, export controls, products, processes (to include ME proposal process) and tools is useful
Demonstrated experience working process improvement initiatives; ACE associate certification or equivalent six sigma experience a plus
Experience working with suppliers/vendors

Interim Contractor Support Manager Resume Examples & Samples

A Bachelor’s degree and 3 years’ experience or seven years working experience in computer maintenance, electronics technology, personal computer repair or assembly, or other closely related technical field
Prior military service with a specialization in any one or more of the following areas: infantry, field artillery, mechanical maintenance, electronic maintenance, or transportation
Experience operating and maintaining diesel generators and air compressors
Experience operating and maintaining trailers with auto-leveling systems
Experience operating, maintaining, and troubleshooting mobile radio towers and smaller radio components
Experience operating MILES or TESS equipment

Facility Support Manager Resume Examples & Samples

Supports the assigned Business Unit, their objectives, product lines and overall business requirements providing a pro-active approach and partnership between the Business Unit and Facilities Operations & Services organization (FO&S)
Acts as the primary liaison between the Business Unit and the FO&S organization
Schedules and attends regular meetings with the Business Unit to review business initiatives, contract requirements, long term strategies, and Facilities related issues
Establishes regular communications with the customer via phone, email, and regularly scheduled meetings
Performs regular building walkthroughs to ensure compliance with standards
Reviews data concerning facility modifications including requested modifications, company policies, regulatory requirements, and required completion dates
Partners with and involves internal Facilities departments and other support organizations to create plans, develop ROMs, establish time tables/project schedules, develop and deliver comprehensive proposals for presentation to customer and project initiatives or Business Unit requirements
Coordinates Facilities activities related to Business Unit requests
Ensures that schedules meet the customer’s needs and that the work is communicated and is in-line with business objectives
Reviews and understands estimated design costs including equipment, installation, labor, materials, preparations, and other related costs for projects or work performed for the Business Unit
Ensures that work performed on behalf of the customer is done so in conjunction with the business or contractual requirements and in accordance with the customer requests
Analyzes data and situations, and recommends solutions to supervisor
Develops and presents formal executive level presentations to internal customers and senior executives
Maintains, updates, and develops various electronic and hard copy files and records
Exercises independent judgment and discretion about matters of significance
May function in an advisory or leadership role and provide direction and guidance to less experienced staff
Typically requires a bachelor's or master's degree in facilities, engineering, architecture or a related discipline along with three or more years of progressive experience in construction planning with a bachelor's, or one or more years of experience with a master's
Experience in space planning, construction management, program management is highly desirable
Must have a strong business acumen and an innate understanding of business strategies/principles, contract knowledge, and experience in managing budgets
Must demonstrate a general understanding of construction planning principles, theories and concepts
Must demonstrate project management skills including organizing, scheduling, and coordinating work assignments to meet project milestones or established completion dates. Must be customer focused and possess: (1) the ability to identify issues, analyze and interpret data and develop solutions to a variety of moderately complex problems; (2) good analytical, verbal and written communication skills to accurately document, report, and present findings; (3) good interpersonal skills with ability to negotiate and resolve conflicts; and (4) good computer skills
Aerospace and Defense Industry/Manufacturing knowledge and experience preferred
Ability to work independently or in a team environment is essential as is the ability to work extended hours as required

Client Onboarding & Support Manager Resume Examples & Samples

Participate in the development of Visa Developer client onboarding processes and documentation for new API's
Communicate and coordinate with clients about the onboarding processes and documentation
Verify the documentation submitted by clients for Visa Developer onboarding
Participate and contribute to the Visa Developer Governance process, including executive presentation preparation
Responsible for client screening and vetting processes, including legal and regulatory reviews as part of the Visa Developer Governance Process
Provide technical support to clients for onboarding and credential management
Familiarity with web development and support tools
Experience in troubleshooting complex web applications, API gateways, integration and environment issues (REST and SOAP web service calls, SSL Mutual Authentication, oAuth)
Understanding of SaaS Enterprise architecture principles and experience with web service based systems
Manages trouble tickets by prioritizing, researching and resolving tickets, including interacting directly with clients as needed
Participates in on-call rotation for production support
Works with Engineering to validated Product onboarding procedures and ensuring smooth production releases
Assists in the development of Knowledge Base articles resulting from ticket trends and training needs
Multi tasks and switches focus as needed
Organizes workload efficiently and effectively
Prioritizes and meets strict deadlines with continual attention to detail
Makes sound decisions using good judgment and problem solving skills
Provides excellent interpersonal skills working with external clients
Experience managing client onboarding in a large corporate environment, understanding of roles and responsibilities various stakeholders involved in a typical on-boarding process
6-8 years’ experience in technical pre-sales and production support
Strong relationship management skills and ability to work independently or as part of a team
Line management responsibilities for Business Support team members, including allocation of workflows, day to day HR functions, performance management process and facilitation of personal and professional development
Ensuring that Business Support team workflows are undertaken at the appropriate level and in accordance with internal quality controls
Taking a proactive and organised approach to the delivering of operational functions across the business, looking for continual improvement in processes and ensuring these are fit for purpose as we continue to grow. This will include but not be limited to HR and recruitment processes, cradle to grave client processes, BCP plans, processes designed to mitigate errors and omissions and day to day IT matters
Monitoring and reporting on adherence to the client handling policy and processes
Taking a lead role and active participation in marketing initiatives for the business, monitoring the accuracy of information on the website and liaising with the Divisional Marketing Team, as appropriate
Supporting the Directors and Senior Managers with business development activities, where appropriate, including the preparation of proposals and quotations and overseeing research into potential new clients and markets
Overseeing the internal business development and sales reporting processes
Contributing to internal and external technical initiatives and events, e.g. training sessions, webinars and articles
Assisting in the co-ordination of a training and development plan for the team in support of personal training needs. Identifying useful training resources to include our own L&D and other external resources to support identified training needs and assist in CPD
Providing proactive support to the Directors and Senior Managers on operational and commercial matters
Organising and facilitating Management and Senior Management meetings, including managing actions and participating as a contributor to those meetings where appropriate
Project management and supervisory experience
Ability to bring structure and efficiency to a fast paced working environment
Ability to relate to team members at all levels and a willingness to take a hands-on role when necessary
Strong commercial awareness and understanding of importance of business development activities
Experience of supervising a diverse team
Eagerness to contribute to a dynamic management team
Desire to work within a professional services environment and broad understanding of this model

Associate Integration Support Manager Resume Examples & Samples

Design, implement and assess the effectiveness of standardized integration, installation and support processes and procedures for Customer Care field activities
Lead a team of Engineers that Represent Customer Care in all R&D PPQA development projects to ensure processes and procedures for field activities are validated
Ownership of Customer Care processes and process improvements, including CAPA’s and sustaining projects within the Customer Care area of influence
Manage a team of field trainers and product engineers
Create and maintain structured program for all Customer Care field resources that clearly identifies proficiency within required technical job skills, and indicates advancement requirements to increase in those related proficiencies
Lead and develop all new hire on boarding activities that pertain to the technical proficiency of Customer Care field resources, and align with the overall program for technical proficiency levels
Implement and maintain training required for the execution of Customer Care field activities in alignment with the overall program for technical proficiency levels
Enforce strict adherence to the proficiency program and rate of advancement in coordination with Customer Care Managers and Team Leads. Track and provide regular reporting on state of training proficiency for all field resources
Provide guidance and feedback on the quality of field activities to Customer Care Management, and provide recommendations on how training and/or process changes can improve execution
Create and maintain structured program for Bio-Med training
Responsible for the Stryker ProCare training area
Possess the ability to travel up to 50%
2+ years’ experience as an Integration Specialist, Project Engineer or equivalent
2+ years’ management experience; demonstrated proficiency in leading and motivating other team members
Commitment to excellence and high standards
Ability to manage priorities and workflow
Demonstrated ability to plan and organize projects
Good judgment with the ability to make timely and sound decisions
Working knowledge and understanding of the basic principles, theories, concepts, and practices in the applicable area of engineering/technical specialization
Basic Microsoft Office knowledge and Intermediate computer skills
CTS certification is a plus
Responsible for management of level 1 technical support team
Responsible for execution of strategic initiatives and operational projects
Responsible for all aspects of the team operation including development and maintenance of department process guidelines
Analyze and monitor interaction trends and other operating metrics to improve customer satisfaction
Manage the development of short-term and long-range plans for technology investments to ensure the efficient provision of services and the most effective use of funds
Provide all levels of 7x24 technical support and on-call assistance through telephone, email and onsite troubleshooting
Participate in an on-call rotation and assist others who are on call
Interface with field support engineers, manufacturing/operations, engineering, product management & sales
Monitor activities to ensure the integrity of the systems
Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
Present Department metrics/action plans to share information with Management and other Organizations
Collaborate with key work partners and product teams to assure that common processes are effective and coordinate support for new products and services
Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
Conduct Performance Management and Dialogue sessions with Direct Reports
Provide direct leadership, counseling, and coaching of employees
Administer disciplinary action (when appropriate) in accordance with Motorola Human Resource policy
Bachelors Degree is preferred (Computer Information Systems or other related discipline is desired)
3+ years of experience in Technical Support
Prior background in Public Safety is a plus
Previous experience supporting mission critical software applications is a plus
Promote/Manage the growth and development of technical support engineers
Troubleshoot and reproduce customer reported problems in the SPSS lab
Develop and conduct informal training to internal employees and customers
Strong and demonstrated troubleshooting skills and abilities to debug and reproduce hardware, software, and networking problems including network performance and interoperability issues
Proven ability to multitask several projects concurrently
Experience working in a fast paced, mission critical environment
Excellent verbal and written communication skills required. Formal presentation skills a PLUS
Strong analytical/problem solving skills required. Demonstrated success in process improvement
Experience supporting Microsoft technologies in a mission critical environment a PLUS
Value-based decision making and intuitive thinking skills are essential
Proven ability in strategic thinking and planning in high stress environments
Experience in quality or cycle time improvement efforts
Commitment to customer service excellence
Experience leading people and building cohesive teams is a critical business need
ITIL certification a PLUS
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract
Bachelors Degree (Computer Information Systems or other related discipline is desired) 3+ years of experience in Technical Support. Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contractWant to create a job search agent? Send this job to a friend

Voice Support Manager Resume Examples & Samples

Maintain & Protect Quality of Service to Customers – Ensure that top priority is always given to maintaining and protecting high quality operational service to customers
Technical Ability - Demonstrates a clear overview of Managed Services supported products and underlying technologies
Customer Focus - Demonstrates the ability to be customer focused and through high quality communication, exceeds customer’s expectations
Productivity – Emphasize and enforce process, professionalism and quality throughout the staff, whilst increasing the department’s productivity
Reporting – Implement qualitative and quantitative KPI measures within the department and ensure these are met or exceeded
Cross-departmental Teamwork – Encourage inter-working with other departments
Personnel Management – Responsibility for a team of Repair engineers, including coaching, contributing to individual objectives and appraising team performance, regular 1-2-1’s and ensuring adequate staff coverage
Training/Coaching – provide training, coaching, mentoring and develop the team to improve their personal and team performance
Flexibility – Recognize and accept that the introduction of new products, technologies, procedures and systems is necessary to the continued development of the company. A flexible attitude towards an evolving environment is essential
Customer Solution Awareness – Ensure that all customer documentation is always up-to-date and adding value to day-to-day operations of the shift engineers. Be aware of the main solution aspects and processes for key customers
Experience in managing a technical team in a customer support environment
Knowledge of IPT solutions
Understanding of the Technical Infrastructure of IT and Telco systems
Coaching, training and development experience
Ability to fluently communicate in German and English
University degree with technical / IT focus would be an advantage
Previous experience with another Telco Provider
Ability to work well under high pressure
Ability to ‘think out of the box’, develop and implement new processes
Working with application development teams/project teams to plan for the production support of new applications and to transition support services into a production model
Ensuring the effective support and maintenance of applications in production
Managing all application change requests in a controlled manner per BMS Software Development Life Cycle (SDLC) SOPs
Planning and prioritization of application releases working within the Demand Management framework
Managing application releases from requirements through deployment
Some tier 2 and tier 3 technical support (triage, break/fix, solution design, delegation of implementation)
BA/BS in IT/IM or a science. At least 5 years of IT experience
A solid track record leading cross functional teams and developing software applications following structured SDLC processes in a regulated environment. Experience in the pharmaceutical industry preferred
The ability to drive performance, achieve results, and effectively manage relationships in a highly matrixed organization
Demonstrated understanding of implementing and managing multi-tiered end-user support models
Application development experience sufficient to provide triage for complex technical issues; primarily with .Net and Java frameworks and Oracle. SharePoint experience and Service Oriented Architecture knowledge preferred
Knowledge of GxP , 21 CFR part 11, and Computer System Validation

LIS Support Manager Resume Examples & Samples

May serve as technical lead and/or project manager on relevant application related projects including leading or contributing to the project planning, requirements analysis, technical design, architecture, tracking and resolving technical issues, ensure proper testing and validation/qualifications are conducted and documented and guiding technical resources throughout the project
Partner with Infrastructure and Support Services to ensure the optimal operational environment and strategy to ensure system performance criteria
Develop and maintain system management best practices
Keep abreast of latest technology advancements related to accountable systems
Partner with Business Process Owners and Business users to verify business needs and requirements that must be met by the application systems
Accountable for overall Business User satisfaction related to system functional performance against SLA and fit for purpose requirements
Contributing to the continuous improvement of LIS processes and being a role model for the Gilead Core Values
Bridging between the Gilead Business and LIS
Positioning LIS as a strategic business partner and trusted adviser on information and technology matters
Ensure ease of engagement between Business Customers and LIS contributing to high levels of end user satisfaction
8+ Years with BS, BA and in Life Sciences, computer science or related field, or relevant experience
6+ Years with MS, MBA
2+ Years with PhD

Material Support Manager Resume Examples & Samples

Experience of managing and leading teams within an Aerospace business
Experience in a matrix organisation
Must hold a valid passport and driving license

Avp-vision Plus Support Manager Resume Examples & Samples

Reviews deliverable prepared by team before passing to the customers
Effectively applies our methodology and enforces SDLC standards
Develop process knowledge to be able to support the business more effectively Maintains effective working relationships with peers and vendors to
B.Tech / MCA / MBA or equivalent experience
Should be well versed with Mainframe Technology and on VisionPLUS
Extremely hands on – should be able to get into the code level reviews
Strong team player – collaborates well with others to solve problems and actively incorporates input from various source
Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
Strong analytical skills – strong problem solving skills, communicates in a clear manner and effectively evaluates information / data to make decisions; anticipates obstacles and develops plans to resolve
Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways
Work closely with different business functions devising business solutions using various technologies should be able to handle multiple priorities in parallel
Candidate should have experience in IT Support Management
Possesses general understanding in the areas of architecture design practices on mainframe & Vision Plus (CICS/ COBOL)
Should have experience in HSM, MLI(VMX) interface , Falcon 6 ,Probe ,FAS authorization
Should have experience in CMS and financial reconciliation
Exposure to working with Global\ virtual teams
Plan & coordinate Release mgmt
Any experience in open systems technology is an added advantage but not a mandatory requirement for the job

Costuming Support Manager Resume Examples & Samples

Build strong relationships with business partners and supporting business requests in a fast paced environment
Monitor, analyze and take action on costume inventory levels, costume show quality and expenses affecting annual financial targets using SAP, the Garment Utilization System and Costuming inventory management tool
Develop analytical tools and metrics to assist in complex operational decision making
Provide ongoing data verification and work to identify/ maintain system accuracy
Create reporting and conduct complex data analysis using statistical techniques, conceptual thinking skills, and creative problem solving skills
Recognize and implement process improvements that will reduce fiscal spending and/or increase operational efficiency
Identify, develop, and analyze improvement opportunities that will increase efficiency in the Costuming line of business
Demonstrated verbal and written communication skills, innovator with the ability to implement
Proven ability to handle multiple tasks with attention to detail
Proven interpersonal skills including coaching, conflict resolution, problem solving, influencing, and negotiation skills
Demonstrated strong computer proficiency with Excel, Access, and PowerPoint, etc
Demonstrated strong analytical and project management skills
Ability to learn new software applications and analytical tools
Demonstrated strong organizational skills with attention to detail
Demonstrated initiative and strategic thinking ability
Proven skills in effective Annual Operating Plan planning and implementation
Bachelor’s degree in Industrial Engineering, Economics, Mathematics/Statistics, Finance or other quantitative field or equivalent

Cell Support Manager Resume Examples & Samples

Support Cell Production Manager in the day to day running of the cell
Ensuring all staff are fully trained in the company quality related policies and procedures and that they adhere to them at all times. This includes refresher training on a regular basis
Aim for 6 Sigma quality; directing and coaching staff in methods to achieve this. To take immediate and remedial action as necessary, including disciplinary measures where necessary
Aim for 100% SLA; escalating at the earliest opportunity conditions that will affect achievement
Develop the daily production plan in conjunction with the Cell Production Manager to ensure the daily SLA is achieved
For short run factory, implement the daily production plan to ensure the daily SLA is achieved
Constantly monitor individual operator and team performance to provide optimum machine productivity, setting daily performance targets to improve productivity
Have an awareness of cost implications to the business and ensure that these are reviewed constantly and to ensure maximum efficiencies are maintained and achieved at all times
Develop training plans for SRF operators and assist in the organizing of the training in conjunction with HR
Plan and organise overtime working and temporary labour as necessary to achieve SLA, ensuring extra costs are justified
Plan for forthcoming short and long term production requirements, liaising with colleagues where necessary to achieve SLA and business goals
Ensure all operators comply with laid down company procedures, rules and regulations at all times
Provide appropriate levels of communication across all departments affected by production
Responsible for setting constant high standards of behaviour and performance
Actively promote and demonstrate a positive and “can do” attitude by providing effective leadership
Ensure all change initiatives are undertaken in a positive and proactive manner
Any other reasonable responsibility given to you by your manager

Mellanox Teir & NOC Support Manager Resume Examples & Samples

Manage and coordinate a 24x7 first line support and monitoring center team that work in shifts
Act as an escalation point for customers issues
Be responsible for adhering to customer’s SLA and SLA and support process development and improvement (define, measure, improve etc.)
Technology “hands-on” capable. Act as a subject matter expert for Mellanox products supported by the First line support group
Provide routing updates and reports to upper management about the group’s activity and customers challenges
Recruit, train and monitor new employees
Develop and conduct group and personal professional training for improving the group’s technical knowledge and skills
Develop and deploy new tools/systems to increase work efficiency and customer satisfaction
5+ year previous experience with supporting customers. Advantage to network equipment or related companies - must
4+ years of experience with support group management or NOC management with industry relevant companies - must
Academic degree with qualifications in computer science, electrical engineering, telecommunication engineering, information technology and related fields – Advantage!
Self-disciplined, self-motivated and the ability to organize and prioritize time effectively
Flexibility and availability beyond the normal working hours for attending group or customers challenges
Excellent written and verbal skills – English is a must. Additional languages – advantage

Ipb-case Support Manager Resume Examples & Samples

Minimum Diploma Holder, preferably with insurance knowledge
Excellent in MS office applications, in particular MS Excel and MS PowerPoint
Excellent people and project management skills and ability to independently deal with people from all levels in complex and challenging situations
15+ years of relevant technical experience required
Work as part of the operate organization to deliver Equities business objectives
Able to manage production incidents and follow up on problem actions
Participate in key projects for expansion of the business to ensure seamless implementation
Ready to work in shifts starting as early as 6AM
Must be a team player, organized, and able to concentrate on repetitive tasks
Provide direct client support services and engagement
Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution
Train clients on the use of the GMS product and services, ensuring customers are incorporating deliverability best practices and are compliant with industry regulations
Responsible for the optimal use of purchased products leading to increased revenue opportunities from customer base
Conducts regular account reviews with customers to ensure that customer’s goals and expectations are being met
Identify new opportunities for customers to leverage the platform
Provide feedback to the development team around potential customer enhancements
Consult with and assist customers in HTML newsletter assembly and email campaign generation
Assist development team in filing and resolution of bugs and/or issues
Perform Client Services related support duties (Manage Support Inbox, Support Line, etc.)
5+ years of Account Support or Service Delivery experience
Background in the retail technology industry a plus
Bachelor's Degree preferred but may be replaced with successful career progression
Intermediate to Advanced level proficiency with, Excel 2010, and Access 2010
Self-motivated individual with creativity and enthusiasm for databases and analytical projects
Works under minimal supervision on complex projects
A “do-er” and self-starter that works well in a fast-paced, dynamic, team-oriented environment
Outstanding written, verbal and presentation skills
5-8 years of Account Support or Service Delivery experience required
Knowledge/ experience of the ATM industry
Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer
Ability to work non-standard business hours as required by projects
Proven experience with the sales contract negotiating process preferred
Hiring to within Financial Plan and Outlook

Medical Support Manager Resume Examples & Samples

Proficient in Microsoft Office packages; Outlook (advanced); Word, Excel, Access (Intermediate to High) and PowerPoint (Intermediate)
Experience in the healthcare arena, possibly as a Medical Secretary or Health Practice Administrator or administrator with a human resource department
Familiarity with the Army from a personal or family-link perspective desirable
Very strong written and verbal communication skills including being able to alter style dependent upon audience
Exceptional organisation skills and ability to coordinate multiple scenarios
Experience in training others in administration tasks desirable

Datastores Support Manager Resume Examples & Samples

In-depth knowledge and hands on experience with MongoDB, Redis, DbaaS and Hadoop support in a practical application of supporting customers
Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements
Excellent project management skills with ability to collaborate, keep on track and complete assign tasks and projects
Excellent time management, communications, decision-making, presentation, human relations, and organization skills
Ability to communicate technical info and ideas so non-technical people will understand
Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations
Ability to coach and motivate less experienced team members to achieve their goals
Ability to establish a long term vision and execute it
High school diploma or equivalent required. At least 4 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service. A strong technical background with demonstrated hosting-specific technical skills or background in account management
Drive to succeed and a passion to lead others is required
PHYSICAL DEMANDS: General office environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage and many meetings

Advice Support Manager Resume Examples & Samples

Completion of Diploma of Financial Services and willingness to complete the Advanced Diploma of Financial Services
Excellent personal organisation and time management skills, with the ability to coordinate workflow via COIN Financial Planning workflow management
Detailed understanding of the financial services industry and financial services products
Detailed understanding of the end to end advice process and Fee for Service propositions
Effective problem solving skills, use of initiative, PC literacy skills, verbal and written communication and COIN Financial Planning software knowledge
This role is for a fixed term contract to provide maternity cover for the Capita Procurement Solutions (CPS) Business Support Manager
The scope of the role is varied providing support to the whole of the business covering
Business Support
Employee Performance Management
Learning & Development
Delivery Assurance Support
Flexibility will be required to work with the P&A Team to jointly deliver priorities and provide cover for others where needed
Provide business support to the Senior Management Team – organising and attending monthly meetings, taking actions and supporting with any ad-hoc requirements
Provision of general and ad-hoc business support to employees including the maintenance of the CPS Employee Guide and knowledge management site (Collaborate). Other activities could include
Responding in a timely manner to employee queries
Organising meetings and booking business travel
Development of document templates
Health & Safety support
Delivery of CPS internal communications to include
Coordination of the monthly business updates including collation of slide packs and facilitation of the meetings via WebEx
Collation, drafting, editing and publishing of our business newsletter circulated every six weeks
Maintenance of the CPS Comms mailbox and drafting and circulation of SMT regular emails and any ad-hoc comms
Coordination and management of any CPS internal events
Coordination of the CPS Performance Management Process to include
Updates to guidance packs and templates
Supporting probation processes and ensuring review meetings are completed by Performance Manager’s
Facilitation of half year and end of year performance reviews and boards
Coordination of half year and end of year promotions
Involvement in the delivery of Learning & Development (L&D) to include
Collation and review of training requirements from employees across the business
Sourcing external training requirements, raising business cases and organising logistics of training
Coordination of our internal training programme – liaising with trainers and organising training days
Provide support to L&D Projects to enhance our people development initiatives
Support to our Delivery Assurance process by coordinating the review programme, collating preparatory requirements from Engagement Managers and following up of actions
Provide cover and support for other members of the P&A Team
Good project management and coordination skills with the ability to work across multiple activities and track to demanding timescales
Excellent organisation required with strong administration skills, including diary management and document compilation with good attention to detail
Proficient with MS Word, PowerPoint and Excel applications
Good communication skills (oral and written) and ability to interact across business areas and with all employees at all levels – face to face, over email and phone
Understands confidentiality and trusted to act appropriately with sensitive and confidential information
A collaborative, flexible work ethic and ‘can do’ attitude with a desire to suggest innovative ways of working
The role will be based in Southampton with potential for occasional travel to London and client sites
Depending on the successful candidate, responsibilities may be flexed to suit their experience and that of the P&A team
Experience in a similar role e.g. general office manager or senior administrative positions that demonstrate capability to manage a varied role
Previous experience in coordinating employee performance management activity and learning and development would be advantageous
Participate in projects involving branch processes and accounts
Communicate and escalate issues to Senior Management
Interact with back office and branch personnel
Support management in investigations of outstanding items due to conversions
Perform complex account investigations and resolve within department standards
Responsible for providing support services to approximately 800 branches and 320+ back offices, Image ATM investigations for missing deposits for all Citi machines, and ensure resolution of all BFI cash accounts and subledger entries
Perform risk control, identify potential fraud and self-assessment duties as assigned

BB Customer Success Support Manager Resume Examples & Samples

3+ years of leadership within a Global B2B Customer Success Support organization
3+ years of proven success working directly with customers within a technology company
Experience with case management software
Customer acumen to champion the customer problem until resolution
Excellent interpersonal communication skill with attention to details
Desire to learn new skills/technologies and remain up-to-date with latest trends; passion for solving technical problems
Experience working with and improving 24/7 customer success support ticketing systems
Ability to manage critical cases after hours as needed

District Support Manager Resume Examples & Samples

Partner with Dealers and Regional Execution Managers to assist stores in meeting objectives targeted at improving customer experience and growing top line sales expectations through regular visits and by working with dealers to execute their action plans
Develop an in-depth knowledge for the changing national, regional and local environment to understand competitive threats, potential entrants, and be aware of key advertising campaigns of other retailers
Identify and recommend best practices to improve productivity, customer experience and grow sales
Deliver supported marketing programs in store within region by conducting training and workshops for Dealers and their employees
Analyze and interpret data from various reports to assist store in identifying action plans to improve the customer experience, in stock etc
Conduct Operational Readiness Report in support of driving sales and enhancing our brand
Build partnerships with Dealers and key members of store staff
Support Grand Openings (or Grand Re-opening) and attend the events
Minimum five (5) years progressive Canadian Tire retail experience
Possess strong understanding of Canadian Tire store operations including logistics, retail merchandising, automotive service and horticulture
Excellent interpersonal skills with a passion for retail and a desire to work with a variety of entrepreneurial Dealers and store staff all driving with a common goal to grow sales
Strong business acumen and ability to analyze and interpret data
Ability to coach and train individuals and groups
Strong communication skills, written, verbal and an active listener
Strong facilitation and presentation skills
Strong attention for detail and a readiness to continually look for ways to improve productivity
University degree and/or College diploma an asset

Seller Support Manager Resume Examples & Samples

Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow
Coach and develop associates, tech advisors and supervisors on career paths for internal promotions and job enrichment opportunities
Conduct Seller interaction audits to keep in touch with Seller and Associate Experience
Actively participates and represents team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines
Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions

Bid & Proposal Support Manager, Public Sector Resume Examples & Samples

Serve as a member of the AWS EMEA Public Sector team supporting proposal responses to RFx opportunities
Develop win themes, technical discriminators, and innovative pricing strategies working with AWS stakeholders specific to EMEA RFx opportunities
Understand and navigate EMEA public sector contracting vehicles and tender procedures
Be a thought leader with preparing/developing proposal responses, win themes, technical discriminators, pricing, etc
Ability to read, write, and speak in two or more languages
Must have a good understanding of public sector procurement and contract vehicles
Must have the ability to work effectively across internal and external organizations
Acts in accordance with vision, mission, and established goals

Seller Support Manager, Amazon Global Selling Resume Examples & Samples

Manages performance and behavior of 3-4 front line supervisors through effective 1:1 meetings, coaching, and mentorship
Regularly review and analyse key metrics across the site to identify root causes and formulate solutions to improve performance
Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc. and accountable to drive implementation of proposed solutions through Team supervisors to deliver results
Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements
Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets
Language: English / Chinese
Previous experience implementing change management successfully transitioning programs into large scale operations
3 years or more experience in customer service related industry and worked as a supervisor/team lead/manager role
Understanding of Internet navigation, Amazon, and competitor websites
Manage and ensure compliance with Data Service contract commitments
Support new customer contract negotiations, sales campaigns, and marketing efforts
Manage business related service support requirements (purchase order receipt/validation, invoicing / collections, disputes, export control management, reporting, etc.)
Develop robust business processes required for day-to-day support of the services
Support contractual program reviews with Bombardier and customers
Identify service development opportunities based on new internal requirements, customer MFA, and competitive benchmarking
Represent the aftermarket in planned coordination meetings with Bombardier
Identify opportunities to further leverage established or new Global Work Share resources long term support and anticipated growth of the services
Support strategic discussions associated with growth opportunities on other platforms
7 + years experience

Practices Support Manager Resume Examples & Samples

Entering, managing, and interpretation of data in various systems and tools such as EPIC, WINS and legacy Certificate Issuance Platforms/templates
Ability to compile data and information from insurance policies “Insurance Requirement Section”
Collaborate and communicate with other client services teams and Shared Service Centers (e.g. the National Accounting Center [NAC], Client Service Teams, etc.) to smoothly and efficiently complete joint work/process steps/etc
Maintain performance to client service standards and/or metrics
Processing New / Complex accounts
Provide business segment expertise for account issues and mitigation
Facilitate account Transition / Streamline initiatives
Associates or higher degree desired
Prior Property & Casualty (P&C) insurance knowledge is strongly preferred but not required
Demonstrated ability to learn and/or perform complex processes with variable work inputs and outputs is required
Previous work experience in a similar job function or with similar processes is strongly preferred
Previous experience in a leadership role, whether formal, matrix or mentor, is desired
Experience with certificate of insurance and auto identification terminology/concepts is desired
Basic to Intermediate level Microsoft Office skills to include email, Word, PowerPoint and Excel

Faculty Support Manager Resume Examples & Samples

Support and contribute to strategic programs and solutions, anticipating and alerting management, teams, stakeholders, and partners to trends
Recommend and manage new team initiatives and ideas to help improve the team and its performance
Use metrics and analytics to build business cases, provide insight and counsel regarding the faculty experience and how it can be improved
Work in collaboration with the team on new programs and support overall account management operations by building internal and external relationships, and serving as a link between our internal service teams and university partners
Foster respect and collaboration within the team and/or university partners. Identify issues within the (internal/external) team and drive to resolution
Demonstrate strong quantitative and analytical abilities to define measurable objectives, assess metrics, and reports
Build, sustain and continue to improve critical faculty experience handoffs from course production to the New Program team, New Program team to Relationship Specialists/Faculty Support
Implement and improve high quality faculty support and training programs. Work with stakeholders to enhance faculty support/training quality and efficiency as necessary
Represent the team to internal stakeholders and key them apprised of team progress/opportunities
Tie team activities to team vision, goals, and outcomes
Hold team accountable to team metrics
Recruit and hire new team members
Ensure effective communication, training, and adoption of 2U technology products
Communicate, problem-solve, and collaborate with 2U teams impacting and impacted by the faculty experience - technology, tech support, course production, student support, etc
Communicate clear, progressive direction for the team
Excellent problem solving skills and providing solutions
Demonstrated ambition and ability to be a self-starter
Ability to forecast accurately and assess opportunities realistically
Ability to develop your own account timeline while simultaneously supervising the goals and performances of multiple team members and clients
Ability to supervise and motivate team members professionally, exhibiting discretion and providing valuable insight when assessing their performance
Close attention to detail and quality
Exceptional judgment when working with team members, clients and vendors
Demonstrated ability to resolve conflict
Plan appropriate engineer resourcing and coverage to meet operational requirements and service level agreements relating to incoming case volume and backlog
Ensure operational targets and service level agreements are met, and that customer satisfaction goals are attained. Recommend and implement processes for continuous improvement
Drive technical escalation and situation management
Work off hours and shift patterns as required to meet management responsibilities
BS (or technical equivalent) is required. In addition, you should typically have five or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).Severals years managerial experience
Demonstrates balanced judgment and decisiveness in complex, and ambiguous situations. Considers available facts, constraints, and probable consequences in order to plan, anticipate problems, consequences, and impact of decisions
Fosters a spirit of tenacity, energy, and drive within the organization. Creates an environment that supports individual as well as organizational learning and adaptability. Champions and models continuous self-improvement and accomplishments
B.S (Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred. Other qualifications with adequate experience may be considered
Previous (direct) people management experience, particularly in fast paced, Application support environment preferred
Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred
Functional skills in Supply Chain / Procurement / Manufacturing applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc
Technical skills in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL preferred
Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written
Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause
Analytics exposure, such as work with Oracle Discoverer, Siebel, or Hyperion preferred
Exceptional management & team building skills, capable of managing several high level priorities simultaneously without reducing quality
Self driven, motivated, Pro-active, well organized and a thorough planner
Highly skilled at problem-solving & highly developed analytical skills
Proven situation-management, Escalation management & customer management skills
Helps prepare financial update presentations for Board of Directors and Executive Committee meetings, monthly business line reviews, and quarterly earnings reviews
Manages a regular process to request P&L variance explanations from line of business contacts, and summarizes variance drivers in presentation format
Manages and tracks follow up items from monthly and quarterly business line reviews. Ensures timely follow up of actions
Creates and maintains a monthly calendar with timing of deliverables for FP&A team. Communicates any changes to reporting requirements or timelines
Works with the Head of Financial Planning & Analysis to respond to ad hoc analytical requests from the Chief Financial Officer
Supports day to day operational, governance and tactical activities on a variety of finance projects
Manages calendar, travel, and expense reports for the Head of Financial Planning & Analysis
Excellent interpersonal skills and ability to communicate effectively in writing and verbally
Coach and develop associates, tech advisers and supervisors on career paths for internal promotions and job enrichment opportunities
Education: Bachelors Degree in management and or business preferred
Degree in management and or business preferred
Experience within a contact center preferred

Intergrated Logistic Support Manager Resume Examples & Samples

Implement and maintain the ILS methodologies, tools and processes consistent with internal processes
Review of project and contractor design and documentation to ensure all logistics considerations are addressed
Conduct ILS planning for the transition of Thales Systems from design to operation
Relevant qualification (Electrical, Electronics or Mechatronics preferred)
Practical understanding of ILS/LSA standards
Extensive experience in the use of Logistics Engineering methodologies and Tools again ideally in the Defence field
A broad knowledge and experience of Weapon Systems
Performing RAM, LCC, LSA and sparing analysis for complex systems
Experience working with Defence Project offices and Australian defence contractors
This position can be filled in Houston, TX; New York, NY; Jacksonville, FL; or Charlotte, NC**
Experience with Ultra High Net Worth/High Net Worth Client and their expectations
Experience with Project Management or leading projects; Ability to plan, manage, and execute programs

Test Support Manager Resume Examples & Samples

Provide configuration management & critical infrastructure/communication support for the Mission Integration Enclave and the JMS operational equipment suites
Provide input and recommendations concerning the relocation of JSpOC mission systems to Building 7000
Evaluate the impact to risk for assigned programs from JMS SP7 and beyond
Prepare technical inputs for use in capability studies/documentation/ briefings
Coordinate with various agencies in evaluating and developing support concepts and architectures that meet the evolving needs of the 14 AF, Joint Functional Component Command SPACE (JFCC-SPACE), 614 AOC and JSpOC for JMS SP7 and beyond
Provide administrative actions as needed in support of mission and system integration
Maintain situational awareness of scheduled operations, test, and integration activities for the JSpOC/AOC to successfully de-conflict these activities
Maintain updates regarding upcoming and on-going integration activities to include (as applicable) test activity, exercises, and unit support actions affecting 614 AOC weapon system and mission systems
5 years of mission systems experience, preferably with current JSpOC operational mission systems and JSpOC Mission System (JMS)
Configuration management experience
Large mission systems relocation experience
BS degree or technical equivalent
5 or more years of technical or professional experience
Plus, one or more years of experience in a management or other leadership role (preferably in a support environment)
Ability to lead a specialized area which may have diverse functional elements
Providing leadership, coaching, mentoring and supporting the team
Monitor work activity and work volumes and compiling relevant updates to management and reporting as required
Identify any training needs and skills gaps
Ensure all team functions and processing complies with internal controls
Conducting regular team meetings, individual catch-ups as well as formal performance reviews
Communicating product, system and regulation updates to your team
Collaborating with other areas to solve issues and meet client needs
Liaising with other teams on quality issues such as errors & escalated items
Identifying and implementing ideas to improve team and business efficiency
Drive consistency of processes, including engagement with SSC&O to identify opportunities for improvement
Terminal management system experience (VeriCentre, IngEstate)
Knowledge of payment application standards and requirements including PCI, EMV, tokenization, NFC
Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
Works through problem resolution with product management and/or product development departments
Ensures the volume of work produced meets product/service standards and exceeds quality standards
May contribute to business strategy and business plan for team/group operations
Service Account Management for key NCR retail Customer(s)
The role will have P&L responsibility for the account(s) and will own ensuring all services revenue is recognized in a timely and accurate manner and any service inefficiencies and service credits are eliminated from the accounts
This position will own the key service relationship with the customer, and is responsible for ensuring that the highest level of customer satisfaction is maintained, continually seeking to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements
Position required to maintain excellent working relationships with all WCS operations groups, including, but not limited to, the Field Support Centers, Field Operations Management (primarily TMs), Help desks, the Service Logistics organization, the Billing Operations Center, Customer Advocates and potentially 3rd party contractors
Schedules, prepares and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information
Maximizing the margin on the account by eliminating all waste. This will require analysis of call volumes, areas of failure, process etc to maximize remote resolution and minimize unnecessary CE dispatches and logistics cost
Responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function
Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement
Partner with Training Dealers in support of meeting financial and store plan objectives established as part of the Supplementary Contract commitments
Manage the ongoing administration of the Supplementary Contract for Training Dealers
Collaborate with internal field teams (RVP’s/DSM’s/ABSM’s/REM’s) to provide the ongoing support custom to each Training Dealer
Provide operational expertise in various parts of a ‘1st store’ experience
Partner with Training Dealer during initial changeover in ease the transition of a 1st store
Work closely with Dealer Selection and Development on recommendations to the selection process, participate in the training program and assist in the transition through training to 1st store
Work with the Senior Business consultant on setting targets, cash flow forecasting, margins cut-offs and wage cost models
Develop operational training tools and Best Practices unique to Training Dealers
Specific technical and professional knowledge and skills required
Minimum 5 years progressive Canadian Tire retail experience
Excellent interpersonal skills with a passion for retail and a desire to work with a variety of entrepreneurial Dealers and store staff all driving with a common goal to serve the customer
University or College degree an asset
Considerable travel expected

Tableau Data Visualization Support Manager Resume Examples & Samples

Minimum of 3 years’ experience
Data Analytics and Visualization through Technology (Tableau Software knowledge a must; certification ideal but not mandatory)
Strong familiarity with leading BI platforms such as Tableau
Meet or exceed continuing professional education (CPE) requirements

Asset Management Gwm-credit Risk Support Manager Resume Examples & Samples

Document exceptions - on a monthly basis, ensure the review of newly cited exceptions are addressed and are being resolved
Covenant exceptions - on a monthly basis, ensure the review of newly cited exceptions are addressed and are being resolved
Past dues - Ensure staff is working with Client Services and Wholesale Loan Operations to facilitate roll overs and engage Capital Advisory when appropriate. Work with Client Services, engaging Capital Advisory when appropriate, to resolve other past dues, unrelated to roll overs
Client reviews – ensure portfolio statistics are being provided to Capital Advisory and Client Services to aid in facilitating/completing client reviews
Facility reviews (maturities) – ensure portfolio statistics to Capital Advisory and Client Services to aid in facilitating/completing renewals for maturing facilities
Overlines/Overlimits – On a daily basis, review the overlines/overlimits, and ensure staff is engaging the appropriate parties to bring to resolution
Overrides (both facility and transaction approvals) and other approval MIS – on a monthly basis, review the override report, determine if used appropriately and escalate / remediate as needed
Unlinked outstandings – provide oversight and management of the unlinked outstandings and remediation
Ungraded obligors – provide oversight and management of the ungraded outstandings and remediation
Delinquency reporting – on a weekly / monthly basis, manage delinquency escalation and reporting
Oversee the coordination of documentation review and escalation process
Oversee the Periodic reviews of BAU (SOX) process/ procedures and policy (Editor Review/peer edits)
Point of contact for all ongoing portfolio reviews (audits)
Provide assistance to other areas of the organization in support of segmentation, risk reporting, system enhancements/testing, at al
Own the maintenance of the CRS Functions for Controlled Self Assessment (CSA) process
Manage Team Leads, perform 1 on 1’s, Mid- Years, Year End Performance Reviews, Vacation tracking, maintain job descriptions for the team
Ability to manage the facility volumes assigned to the staff and reassign as needed
Create Monthly CRS Capacity Models for reporting
Participate in Monthly EMR meetings
Participate in Weekly Leadership Meetings
Maintain Monthly CRS Metrics for ARC and Client Central
Ability to perform FTE Headcount requests as needed
Manage end of year staffing
5 – 7 years experience in Financial Services Industry
Excellent communications skills, both written and verbal
Ability to multi-task and reprioritize work and demands throughout the day
Ability to interact with varying levels throughout the organization,
Ability to represent GWM in all working groups that involve decision making on behalf of the business
General understanding of credit concepts
General understanding of derivatives, FX and participations/syndications
Experience using the Credit Risk Infrastructure tools and applications (ARC, EN, SRGT, CRRT, OWL, SELM, etc.)
Experience using Client Central
System testing and project management
Solid ability to make decisions and implement actions
Advanced analytical and proficient product knowledge
Superior ability to multi-task
Proficient in PowerPoint/Visio
Superior written and verbal skills
Superior project management skills
Strong PC Skills
Working knowledge and understanding of business planning, risk management and control methodology
Previous experience of working in a variety of business areas or other divisions or industries is desirable
Thorough understanding of overall Mortgage Servicing and Default Mortgage Servicing strategic objectives
Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility
Experience of leading, coaching and motivating people and high level communication and influencing skills
Experience of planning and coordinating diverse activities which may include strategic plans that drive significant operational improvement
5+ business support role (or within the business)
Prior experience in managing projects
Prior experience in managing and writing executive communication
Proven ability to manage complex stakeholder expectations
Ambitious self starter, graduate calibre
Sales and marketing experience
Client focused, self-motivated with excellent relationship, interpersonal and communication skills
Understands the value that can be delivered to a client and Capita through utilisation of a breadth of assets
Proven decision making and problem solving abilities
Ability to build strong working relationships, open and honest
Technical understanding of client structural hierarchy

International System Support Manager Resume Examples & Samples

5+ years professional experience in technical support, engineering or operations environment
Systems administration (Linux and/or Windows Servers)
Networking (DNS, TCP/IP)
Databases (MySQL, Oracle, MSSQL)
Must have a record of driving projects to improve support-related processes and the technical support experience
At least 4 years direct management experience especially with technical and innovative teams
Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
A strong analytical approach to problem-solving with a metrics-driven focus on frugality without sacrificing safety or customer satisfaction
The ability to demonstrably overcome adversity; lead others to success and drive change to influence others in order to achieve results
Demonstrated ability to successfully develop others into higher levels of leadership in an organization
Demonstrated ability to deal with adversity and rapidly changing operating conditions while still delivering to expectations
An innovative thinker who also has a strong customer and quality focus
Exhibits excellent judgment
Hires great people. Develops great people
Has relentlessly high standards
Has the innate ability to inspire passion in others

Collections Support Manager Resume Examples & Samples

Proven ability to oversee the development and implementation of new process/procedures as well as revising existing process and procedures in all of the following departments: bankruptcy/recovery, credit, dispute management, cash applications, and adjustments
Grasp new topics and concepts quickly and transfer knowledge to direct reports when appropriate
Provides support, advice and experience to direct reports, customers, and all employees within the organization
Assists the direct reports in developing and implementing team and individual measurements in support of process and organizational goals
Professional certification (PMP) preferred
Manages and is responsible for the successful completion of all tasks in assigned program area including technical work, financial and business development activities
Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
Responsible for profitability and revenue growth of assigned program(s)
Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
Prepares and provides various reports and technical reviews to senior management as requested
Ensures compliance with relevant corporate and government policies and standards
ITILv3 Expert is required
PMP Certification is required
Must be capable of obtaining and maintaining a Top Secret/SCI Security Clearance
Additional specific certifications may be required, depending on job assignment
Identify risks and opportunities against cost challenge activities
Collaborate with Finance, Commercial teams, Projects and Platforms on cost/budget initiatives, contract renewals and contract terminations
Manage response to ITO budget related concerns, queries and issues
Internal knowledge of GT&O, including GT&O taxonomy, headcount tools, and organizational health processes
Experience Wealth Management and/or Consumer Technology
Project/program management skills
Highly analytical
Bachelors Degree –discipline in Organizational Psychology/Behavior
Desire to learn more about Human Resource management/practices
Six Sigma experience

Submission Support Manager Resume Examples & Samples

Edit complex, often lengthy technical documents for clarity, grammar, spelling, and punctuation; for adherence to applicable regulatory (e.g., CTD) and Roche guidelines; and for consistency within the dossier
Apply document styles using customized Word templates and coordinate the flow of documents via document-sharing systems (e.g., SharePoint) and ensure version control throughout the submission generation process (writing, review, and internal approval)
Support PTR product managers in generating submission timelines; plan and track submission generation activities (e.g. Excel) and evaluate submission-support strategies, as appropriate
Communicate with technical subject-matter experts to ensure that content is delivered according to schedule and to provide status updates; coordinate and provide training on documentation systems and tools and collect relevant submission related data
Facilitate submission reviews and review adjudication meetings and perform live editing to capture stakeholders’ decisions
Represent SMG in Technical Regulatory Teams and in Technical Development Teams, as well as in cross-functional meetings, projects and initiatives, as needed
Manages production system/application support, including critical incidents and standard issues throughout their support lifecycle, and drives to increased proactivity
Directs and prioritizes workload of support personnel
Collaborates with other teams to understand, prioritize, and escalate as needed
Champions process improvements and enforces compliance
Analyzes productivity and support data in order to identify trends; escalates to leadership as warranted
Understands and can represent business process impact and system behavior
Leads any direct and indirect reports with a focus on productivity, improvement, and values
Interacts with delivery teams in order to drive to supportability and minimizing customer impact
Sense of urgency regarding customer/business impact and other corporate priorities
Ability to drive detail-focused resources/activities while maintaining a high-level perspective
Innovative and proactive drive toward opportunities and process improvements
Keen process perspective, including simplicity and flexibility
Sound judgment regarding priority and escalation/engagement
Analytical view to support and system data; synthesized into relevant and useful information and knowledge
Quick learning skills and inquisitive nature to expand subject matter expertise
Excellent communication skills, tailored to different organizational audiences and across the spectrum of the hierarchy (i.e. from entry-level positions to the senior leadership team)
Strong leadership skills focused on growth/development, collaboration, understanding, and diversity
Persuasive abilities to advocate for quality and the support perspective

NOC & Support Manager Resume Examples & Samples

Service Delivery - This may include assisting with the revision of contract terms and conditions of the service provider in collaboration with the relevant internal stakeholders
They assist with the preparation/ review of SLA proposals with Vendor management and remain up to date with pipeline to ensure a smooth transition from Sales to Delivery
They ensure that professional services are delivered in line with service level agreements and meet the needs of the clients and users
Monitoring - In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. The NOC/Support Manager’s function identifies problems, events, incidents and errors prior or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary stakeholders. They liaise with all stakeholders including client IT environments, vendors, carriers and VAST colleges to expedite diagnosis of errors, events, incidents, requests and problems and to identify a resolution
Technical Support - They investigate line support calls and coordinate the investigation with the relevant internal stakeholders to identify the root cause of incidents, events and problems to ensure proactive future management. They ensure the efficient and comprehensive resolution of incidents, problems, events and requests. This could involve ensuring that repairs are carried out by coordinating requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident, request, event and/or problem to resolution within the service level conditions. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by VAST procedures. They ensure adherence to customer requirements and service level agreements and related processes
Incident, problem, event and request management - When required they will take responsibility for receiving calls and incidents, problems, requests and events at the services desk. They assist in analyzing, assigning and escalating the support calls. They also provide telephonic support to clients where required. They are required to identify the problem, incident or event, problems and incidents and document the actions. They ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within service level agreements. They update incidents, requests, problems and/or events with progress and resolution details
The NOC & Support Manager is required to strictly comply and ensure compliance with all processes and procedures as prescribed by VAST and the client when relevant. The NOC& Support Manager function is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations. Their ability to communicate well and to capture all pertinent details when required will contribute to their success
Investigate line support calls and coordinate the investigation with the relevant internal stakeholders to identify the root cause of incidents, events and problems to ensure proactive future management
Be responsible for calls and incidents, problems, requests and events at the services desk
Ensure maximum up-time and the accurate and early response to client operational issues
Take responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums
Establishing and streamlining the VAST Network Operations Centre
Placement of NMS and associated tools within the NOC, specifically around monitoring various segments of the network
Mentoring to NOC Operators in terms of developing skillsets specifically required by VAST
Setting direction and process in terms of troubleshooting and support calls/escalations taken from the Service Desk
Understanding intimately VAST’s core and edge network architectures, and ensuring that operational changes are in line with documented architecture
Managing a team of NOC Operators
Weekly and monthly reporting to management in terms of outages, network uptime and various other metrics
Hiring and on boarding of NOC Operators
Management of pro-active and preventative maintenance, in terms with Change Control procedures
Technical and service Qualification
10 – 12 years’ work experience in support and monitoring
More than 10 years’ experience in the ICT Industry within Service Delivery
Display strong problem solving skills
Display strong analytical skills
Good verbal and written communication Display strong leadership and ability to manage the support team5 – 10 years of engineering experience within an operational environment
CCNP / CCIP / CCIE or equivalent
Strong systems skills (Unix experience a plus)
Experience with NMS and related protocols (SNMP)
Strong troubleshooting experience and skills
Develop the IIB Finance Shared Services strategic, business and financial plans
Lead the identification of cost & efficiency saving opportunities and co-ordinate initiatives to extract these benefits
Manage operational costs to achieve agreed financial targets and benefits
Develop and maintain methodologies for resource allocation to ensure the efficiency and effectiveness of the Business
Ensure that MIS and reporting deliverables are fit for purpose, timely and meet stakeholder requirements
Maintain MI quality control to ensure date is correct and accurate
Build and maintain strong collaborative relationships both across Finance, Shared Services and business stakeholder groups as well as external partners in order to ensure ongoing delivery of team
Bring thought leadership and up to date technical knowledge to ensure all reporting complies with financial accounting policy, statutory requirements or regulatory requirements
Accountable for delivery of well controlled, effective and efficient reporting process
Accountable for automation of report delivery and MI
Accountable for driving implementation of improvements and increases in efficiency of the financial processes ensuring best practices identifies and deployed
Develop close working relationship with Senior Stakeholders to ensure a “no surprises” approach to reporting and committees
Manage the communication for IIB Finance Shared Services to staff, internal and external stakeholders
Exhibit strong leadership re quality and consistency of all reporting from the business units
Foster a strong collaborative working relationships across all teams & the businesses
Contribute to the development of a strong risk culture within IIB Finance Shared Services
Manage and monitor risk appetite and risk/return trade-offs

Asset Management Gim-specialised Fund Support Manager Resume Examples & Samples

More than 1,300 investment professionals providing strategies spanning the full spectrum of asset classes, including equity, fixed income, cash liquidity, currency, real estate, hedge funds and private equity
Leadership positions in the U.S., U.K., Continental Europe, Asia, and Japan
Build competency of the team to meet the exacting standards of an ETF/Beta Middle Office
Business Analyst for the ETF and Beta funds
Managing day-to-day processes to ensure timeliness and accuracy of teams work
Monitor team performance and provide feedback to individuals through regular one-to-one's and appraisals
Recommend and implement process improvements to pre-empt or mitigate errors
Point of escalation for issue and error resolution, liaison with internal risk department, senior management and internal/external parties as required
Liaising with Prime Brokers with regards to collateral and operational issues
Keep abreast of industry trends to ensure JPMAM is ready to meet regulatory or operational changes
Lead and deliver project work when required
Excellent communication skills; ability to articulate complex issues
Business Analyst skills
Dynamic leadership, must be able to lead discussion and influence people
Proven track record of nurturing staff
Organisational skills
Track and Troubleshoot complex issues
Deep understanding of all asset classes
Experience with external financial systems and vendors
Data governance
Analytics and Risk measures
Medium- Strong level understanding of Fund Accounting
At least 5 years in a supervisory role at an Asset Management firm
Business Analyst background
Detailed knowledge of Prime Brokers operations,
Detailed understanding of all fund types
ETF/Beta knowledge a benefit
Planning and controlling maintenance activities in support of operational requirements
Managing employees performing organizational or intermediate technical or specialist maintenance activities, where business needs dictate
Applying technical knowledge of product support/logistics disciplines and Program Management Best Practices to direct program activities
Managing employees performing activities related to Program Management
Developing and executing project plans by implementing policies and procedures and sets operational goals
Developing and maintaining relationships and partnerships with customers, stakeholders, peers, partners and direct reports
Providing oversight and approval of technical approaches, products and processes
Ensure the purpose and importance of the team are clarified (e.g., team has a clear charter or mission statement)
Guide the setting of specific and measurable team goals and objectives
Help clarifying roles and responsibilities of team members
Make procedural or process suggestions for achieving team goals or performing team functions
Share important or relevant information with other mid- level managers and the team
Adhere to the team's expectations and guidelines
Discus ethical issues with employees and complete training
Encourage employees to openly discuss ethical concerns
Administer rewards for behaviors aligned with successful team or individual performance
Work to ensure that each direct report feels his or her work is important
2 years aviation leadership experience
5 years Apache maintenance experience
Bachelor degree preferred
FAA Airframe & Powerplant License
FCC License
Fluent in Arabic and English
Worked in a cross-cultural environment (U.S. or non-U.S.)

Estore Support Manager Resume Examples & Samples

Responsible leading the team of specialists to provide superior support in all aspects of purchasing products via eCommerce, and high-value customer service
Responsible for hiring, providing direction, coaching and development of eStore Support specialists. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction
Monitors team performance and ensures that all SLAs and performance metrics are met
Identify trends and opportunities to improve customer experience, increase conversion, and operational efficiency at a global and regional level
Ensure customers are responded to, exceeding expectations in a timely manner within the agreed global and regional SLAs
Ensure high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Builds and maintains customer and organizational relationships regionally and globally
Participate in business/project planning with other functional teams to ensure readiness for customer support including processes, systems and policies requirements
Work closely with other managers to discover best practices and drive global consistency
Perform all people management duties including recruitment, staff development, team building and performance reviews
Monitor team performance and takes appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage
Translate high-level organizational goals into team and individual goals for staff
Promote the brand of Customer Loyalty & eStore Support within Autodesk, and maintain a positive, professional, service-oriented image. Provide coaching and feedback to peers, colleagues and direct reports that champion customer experience
Lead and/or participate in projects and initiatives representing the team globally
Leading and guiding a team of 8 - 10 support analysts regionally and partner with peers running regional teams
Handle day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
Must be very detail oriented and very organized
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
5+ years of experience in Operations/Production support
3-5 years experience in UNIX/Linux environment
1-3 years experience in UNIX shell, Perl scripting
Experience working with scheduling tools like Autosys/Control-M is a plus
Technical BA extensive years of experience
Team coordination extensive years of experience
Banking Knowledge (primarily Corporate and Retail banking knowledge is a must)
Have excellent Analytical skills
Possess technical skills such as Database knowledge and able to write simple/complex queries (using Oracle)
Support users and technical team during SIT and UAT
Coordinate Project administrative tasks (as needed)
Experience and knowledge of Anti-Money Laundering and Know Your Customer are a Plus
2+ years managing or supervising people
Must be able to work under pressure in a fast-paced, dynamic environment
Ability to manage and prioritize multiple simultaneous tasks is essential
Strong ability to monitor multiple production processes, volumes, and inventory levels and align staff and resources to support changing production needs
Strict adherence to control and monitoring requirements and rapid escalation of any exceptions
B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered
Functional/Technical Knowledge & Skills
Previous people management experience, particularly in fast paced, application support environment
Ability to communicate and collaborate across all levels of the organization, both verbally and in writing
Past experience in functional, Oracle technology and/or cloud support services
Technical skills in areas such as: middleware technology (WLS, SOA, ADF, IDE, Java, XML, SQL) and/or Oracle applications
Demonstrated knowledge in use of Business Intelligence tools and customization (analytic exposure i.e. Oracle Discoverer, Siebel, or Hyperion)
Lead a team of ~15 highly talented Dev Ops engineers responsible for managing all aspects of mission-critical systems
Drive process and service improvements, and improve day-to-day operational efficiency
Participate in incident management to resolve outages and communicate with a global audience and participate in calls resolving outage
Develop and maintain a culture of innovation and operational efficiency in the team
Hiring, growing and retaining a Dev Ops engineering team keeping up with the high Amazon bar. This leader will be responsible for continuing to build an extremely high caliber team
Candidates with experience in managing large scale highly available distributed system
Understanding and experience working with UNIX/Linux fundamentals, Databases, Java, JavaScript
Strong metrics and operational excellence focus
Excellent verbal and written communication skills with the ability to bridge between teams of varying technical expertise
Primary Environment Management
Manage multiple development and test environments, including troubleshooting issues, deployment of releases, and monitoring processes and business flow
Environment Support Capability
Have the aptitude and desire to provide a world class support service to a geographically diverse user base
Be able to communicate complex technical issues to development, test and business users in a language they understand
Be able to manage a workload which is subject to changing priorities and demands
Related Application Release Coordination
Facilitate application deployments – with respect to green zones and checkouts
Provide analytical, technical and 'best practice' expertise to the team
Streamline the application release process
Have the ability to logically analyze problems and propose solutions
Demonstrable technical acumen on a specific platform or architecture
Knowledge/Experience
1 - 5 years’ experience working in a support environment

Hotel Connectivity Support Manager Resume Examples & Samples

Track and categorize issues with weekly reporting and use the data to derive meaningful conclusions and action plans
Preparation of materials and delivery of training relating to Hotel Connectivity Systems and processes
Communicate complex technical details to technical and non-technical customers
Identify and remove technical barriers that prohibit optimal supply access or delays in onboarding new hotels
Analyze and troubleshoot highly-complex technical integration problems, and propose effective solutions
Contribute to the skill and development of Market Management Connectivity leads through joint problem solving and issue resolution
Ensure that all Knowledge Base and Reference sites include the most frequently identified questions and provide guidance on next steps for resolution
Experience with hotel systems including CRS, PMS and CMS
A solid understanding of system architecture, especially web based basic concepts of SQL and ideally a practical knowledge of databases preferred Knowledge of the hotel/tourism industry
Knowledge of English is a must, Mandarin preferred, all other languages is an asset
Excellent interpersonal abilities along with good oral and written communication skills
A passion for customer service and above average patience and diplomacy
Analytical abilities and business problems solving skills with a creative flair a plus
Demonstrated ability to manage on-going business relationships
Strong communication skills, creativity and a drive for results
Ability to work under pressure and deadlines, and thrive in a multi-tasked, fast paced environment, whilst maintaining a focus on goals
Knowledge of Excel, Confluence and Salesforce
Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
Professional, solution oriented attitude and work ethic
Experience with Expedia Hotel systems is a plus

Work Place Support Manager Resume Examples & Samples

People manager for Work Place Support Team, Customer Service/Reception Team and Contractor Supervisor
Create and maintain clear procedures for handling tasks performed by the Workplace Support Team
Work force planning and job rotation in Work Place Support Team and in Customer Service/Reception Team
Responsible for the delivery of work place related services such as helpdesk, reception, switchboard, cleaning, restaurant and catering services, coffee machines, handyman tasks, internal transports, post & goods, laundry services and key system
Manage hazards
Budget and financial targets for Work Place Support
Vocational education within Facility Management or equivalent
At least 5 years of leadership experience and third party supplier management
Highly accountable with a good ability to take initiative and create structure
Service-minded with very good communication and collaboration skills
Humble attitude and willing to take on operative tasks when needed
Very good understanding and experience in health, safety, environment and other HSE regulations
Good knowledge in Swedish and English, both verbal and written
Ability to manage diverse projects impacting multiple roles and processes
Good Understanding of CREB operating process and systems
Strong Organizational Skills
Manage the Business Support functions including but not limited to
Administrative support (management of the administration team and the effective delivery of administration support across the office)
Facilities (fleet/asset/equipment management, security and management of Critical Contractors)
Management of accounts receivable and accounts payable, credit card purchases in line with office purchasing policy and budgets, and monthly credit card reconciliation
Providing support to the Regional Leader with internal communications and change management practices
Ensuring the effective coordination of office functions and events including training sessions, client events etc
Provide project accounting support to our consultants specific to one of our key Western Australian clients. This includes preparing and issuing project invoices via our project accounting system
Project management and provision of special local projects such as accommodation moves, building fit outs etc. as required
Manage overhead/CapEx budget and provide detailed financial reports and information to the Regional Leader as requested
Encourage and promote Golder values in all dealings with staff, including leadership in health, safety and environment
Design the strategic direction for the product launch and support function
Lead product launch and teams
Provide direction and support in the following areas Production Support, Technical Launch Support, Customer Change Requests, Single Sign On (SSO), Customer Integrations, Sales Demo support
Act as primary point of contact and SME within the product launch team
Manage the customer relationship
Point of contact for escalations raised, track remediation plans and process improvement initiatives arising from such escalations
Implement process and procedures to improve IT efficiency and continuously improve production support in terms of customer satisfaction and adherence to service level agreements
Represent the Technology team in customer engagements on as-needed basis
10+ year's experience leading and managing production support teams in online services / Internet-based systems
Experience within an Agile environment
Experience with Development and QA tools and techniques, bug tracking systems, test design, planning and execution
Extensive experience of production support
Experience of incident / problem management, escalation procedures and related disciplines
Experience in managing/building relationships
Stakeholder management experience
Management of conflicting priorities
Experience working with a virtualised team

Candidate Support Manager Resume Examples & Samples

A background in Customer service and Administration – 2-3 years desirable
MS Office competent – especially Word and Excel
Experience in a role whereby you have built strong customer/client relationships
Proven ability to influence others
Familiarity with the Army possibly derived from a military background or family links desirable
Clear communicator, confident on the telephone and email
Organised and a Team player

Finance & Business Support Manager Resume Examples & Samples

At least two years of experience on same position, single status
Excellent both in oral and written English, Arabic speaking preferred and computer literate
Analytical ability and able to reflect on one’s work as well as the wider consequences of financial decisions
A graduate of any related college courses or a major in Accounting
Candidates who are currently in the role of assistant manager in the accounting department and ready to be a department head are welcome

SAP Fico Support Manager / Lead Resume Examples & Samples

Successfully partner with the global financial user community to manage the project portfolio and ensure alignment of initiatives with the respective technology solutions
Provide strategic direction on new functions and technologies in support of the financial user community
Ensure alignment of the team as well as the user community with the vision of SAP “Best Practice” and global standard processes, while assessing customer individual needs, meeting commitments and building internal and external partnerships
Provide leadership and coaching to team members, by outlining the vision and direction for the organization as a whole and the team specifically
Develop, plan, and manage team work activities; develop project plans; complete projects on time and on budget
Continually build knowledge and stay abreast of current SAP functionality, capabilities and technologies. Ongoing education with regard to changing financial functions and legal requirements for the financial community is a must
In depth understanding of the SAP system; functionality, configuration, and integration points of all modules in their business area (FI, CO) and related business processes
In depth understanding of SAP development capabilities, understanding of ABAP development and interface requirements, capabilities and constraints
Sound and accurate judgment; excellent verbal and written communication skills; excellent analytical and problem solving skills; excellent planning and organizing skills
Travel as required for training, education, and on-site projects and implementations both domestically and internationally
Strategic thinking and sound knowledge of the respective business processes (independent of the system aspect)
Adept at developing system requirements, designing and prototyping, testing, training and implementing business solutions ,while achieving deadlines and budget goals
Willingness to travel up to 25% domestically and internationally
This position is available at three different career levels based upon experience, education, etc
At least 7 years’ of experience in retirement plan industry with a leading TPA firm, or law firm, and/or retirement services firm
Prior experience advising pension practitioners with ERISA compliance issues
Plan administration or past third-party administrative (TPA) experience required
Experience with ftwilliam.com products as a power user is strongly preferred, but not required
Expansive regulatory and technical knowledge of retirement plans required, including
Defined contribution (DC) plans
Defined benefit (DB) plans (especially cash balance plans)
403(b) plans
Nonqualified plans (409a, 457(b), 457(f))
Non-ERISA plans (governmental, 403(b) and church plans)
Knowledge of welfare benefit plans (wrap, POP, HRA, section 125 and section 132 plans) preferred
Staff management/leadership experience
Support the Business Line Manager and Business Line in business planning, budgeting, forecasting and follow up of the product line(s)
Assist in collecting and supply of information and inventions for Product Development to product area
Collaborate in the creation of a pipeline of opportunities to generate short and long term business opportunities
Facilitate the identification and development of key strategic relationships with key stakeholders
Engage and support Sales Area frontline via technical and commercial outcomes
Compile and deliver, technically and commercially quote and bid packages
Support Aftermarket Parts and service business
Keep up to date with competitor activities and ensure market competitiveness
Assist in the collecting and maintaining of market data of own and competitors activities
Provide relevant external / internal training (application, technical, soft skills etc.)
Ensure technical sales support within product line(s)
Suggest and evaluate distributors, in cooperation with dealer manager if applicable ( discussions on where to add dealers to cover the market)
Implement global strategies / initiatives into the product line in the sales area
Communication with other Product Support Managers and Sales areas for leveraged experience
Communicate business activities through CRM platform
Identify and implement value add opportunities with customers
Ensure customer satisfaction within area of primary responsibility
Liaises between customers and Sandvik Mining to ensure all issues are settled in a timely manner
Coordinates and secures specialized resources in line with customer requirements
Provides the Business Line Manager with regular status reports on business activities, opportunity development and overall satisfaction of the customers base
Complies with Sandvik Mining safety policies and applicable government, customer or industry regulations or requirements
Identifies and reports any unsafe work practices
Strives to find safer ways for customers to work with Sandvik Products
Ensures team reports are working in a safe manner and following company policies and guidelines
Ensures that all activities are carried out in accordance with Company Values and current company policies and procedures
Takes responsibility for personal development and enhancement of skills
Stays current on industry developments, competitive offerings and issues affecting sales and customers
Proactively ensures community involvement at every regional Sandvik Mining location with the area of responsibility
Highly organized and motivated self-starter who can deliver results with minimal direction
Excellent relationship, team building and facilitation skills with the ability to drive collaboration across diverse groups
Strong leader with the ability to proactively anticipate problems and execute solutions
Able to balance multiple and competing priorities in an extremely fast paced environment
Develops and improves upon procedures, processes and routines while ensuring compliance
Proficient in Microsoft Office tools (Excel, Power Point, Word). Specifically
Well-versed in Excel worksheet development and maintenance with the ability to use excel formulas to analyze, track compare and present information
Ability to effectively present information in Power Point
Experience with contract labor processes at Bank of America
Experience with SharePoint site maintenance and development
Experience with key Bank of America applications (e.g. Ariba, Fieldglass, VIPR, CA PPM)
Demonstrated ability to develop, direct, and manage a group of people
Ability to organize, prioritize and schedule work assignments
Versed in employee development and performance management skills
Ability to develop, plan, and implement short- and long term goals
Proven ability to manage reporting and analysis
Demonstrated passion for delivering a positive Customer experience
Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units
Manage and drive staffing plans, cost analysis for the team
Recruit, develop and coach associates, advisors and supervisors
Demonstrated team building skills: within own team/across other teams
Demonstrated ability to apply knowledge to specific communications to both internal and external audiences
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Ability to review policy process via computer-based database as necessary to provide written and/or oral answers or solutions to customers
In depth knowledge about our seller platform is a requirement
Work in an international environment
Language Skills: Fluent German and English

Project Integrated Logistic Support Manager Resume Examples & Samples

Collaborating with project stakeholders to define, develop and deliver multi-disciplinary ILS and LSA tasks and to advise project management on technical and logistics element planning and implementation
Leading and/or undertaking relevant Logistic Support Analysis (LSA) activities (e.g. LORA, FMEA, RMA Analysis, Spare Parts Dimensioning, Training Needs Analysis, etc.)
The development and management of warranty support & repair claims through the life of the project
Authoring and maintaining all project ILS plans, technical data/documentation, technical data lists, technical training plans, maintenance / warranty support plans, and maintenance procedures
Managing the development and delivery of both project specific and standardised training programs relevant to delivering support infrastructure
Assuming full responsibility for SCM, including the import/export of materials as it applies to the delivery of ILS for international projects
ILS and Support contract cost updates, quantitative risk assessment, trade-off strategy development
Negotiation with customer and third parties for all ILS and support services matters
Leading the development, implementation, maintenance and continuous improvement of ILS management systems, processes and procedures
Degree qualifications in Engineering or Business discipline aligned with the role
Proven experience in the delivery of an ILS Segment / Work Package at the systems of systems level
Comprehensive understanding of life cycle management in the delivery of MRD, CM, and RMA analysis for large scale mission critical IT systems
You excel when it comes to negotiation and your customer orientation (internally and externally) cannot be faulted
Experience in delivery of ILS programs in a defence environment will be advantageous
Investigate all technical and project related queries and place or progress tasks as required to provide a resolution within target time scales
Monitor and progress all urgent spares demands, repair tasks and requests for assistance
Ensure that a timely and appropriate response is given to all helpdesk queries
Liaise with the Supply Chain Managers and authorise stock purchase and repair activity within delegated limits of liability
Progress repairs and other relevant sub-contractor activity in order to meet performance deadlines
Plan and manage all modifications to those Sonar systems within his remit
Pro-actively manage obsolescence of those Sonar systems within his remit
Act as the primary point of contact for those systems within his remit
Identify and report any potential cost savings measures through the Service Delivery Manager
Identify and report any potential Business opportunities through the Service Delivery Manager
Ensure that an equipment ‘Safety management System’ is maintained in accordance with the UEWPT, for all systems supported by this role
Proven Project Management capability
Experience working in an MoD Support Environment
Understanding of Royal Navy (RN) Support Requirements
Appropriate Technical background
Recognised Engineering Qualification or extensive experience
Prepare financial analysis of hotel operations including variance explanation and make recommendations to ensure the achievement of business goals
Ensure all accounts are reconciled on a monthly basis and oversee the process of credit extension and collection of overdue accounts
Review rates and recommend rate strategy to the General Manager; participate in sales strategy meetings
Manage accounts payable to balance cash flow and reputation with suppliers
Analyse ROI for capital projects prior to committing funds and upon completion determine if anticipated results were achieved
Maintain relations with outside contacts including owners, asset managers, guest, and regulatory agencies, others as needed
Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction
Develop and implement financial control procedures and systems; maintain documents for audits of hotel accounts and inventories; ensure ethical accounting practices in compliance with government regulations and contractual agreements
Distribute outlook and forecast information as an up-to-date management tool for departments to identify cost savings
Review operating equipment stores to avoid unnecessary/excessive purchases and to eliminate and or be aware of slow-moving items
Bachelor’s degree / higher education qualification / equivalent in Accounting or Finance and three years in hotel accounting or internal audit with one year in a supervisory role, or an equivalent combination of education and experience. Must speak fluent English
Experience in the GCC region in a branded environment
Seeking a highly confident self-motivated individual with a drive for results to be completely accountable for the finance function in this great hotel
5+ years of work experience building out reports, presentations, organizational charts, etc
Must be very detail oriented with strong analytical skill set as well as self starter, ability to work independently and good interpersonal skills
Advanced skills in Visio, Excel / MS Project / SharePoint/ Power Point
Financial Services experience preferred
Greenbelt and/or PMP preferred

Deal Support Manager, South Resume Examples & Samples

Engage with and support Sales, Sales Operations and Commercial Operation teams early and upfront in the sales cycle assisting with financial non-pricing related deal structuring of multi-element arrangements including sale orders, lease orders, Professional Services and Maintenance orders to maximize win probability by offering business finance alternatives on complex arrangements; and optimize the timing of revenue recognition while adhering to Company policies
Support the Managed Cloud Solutions (formerly MSS, MSU, Cloud) initiatives as requested
Assist with the review and development of financial T&C’s involving those terms that deviate from the Company standards and any terms affecting the timing of revenue recognition, as applicable
Assist with the structure and review of Enterprise License Agreements (ELA’s) including any required Finance T&C’s
Participate in the financial non-pricing related aspects of Request For Proposal (RFP) responses as required
Review and approve all orders and contracts that fall under the role assignment for proper revenue recognition
Ensure all assigned transactions have proper documented approvals for any nonstandard financial T&C’s. Ensure all assigned deals are evaluated for compliance with VSOE, SOX and HDS policies
Responsible for the final review and submission of the Insight Deal Checklist for all assigned orders and for completion of the Large Deal Summary defined in the Revenue Recognition Corporate OTC policies. This includes providing all supporting documentation to substantiate the Company’s revenue recognition position
Review and approve Professional Services SOWs in a bundled multiple element arrangement to determine and document any issues from a revenue recognition or VSOE perspective. This includes obtaining proper contract documentation for SOWs for recognizing revenue timely on multiple element arrangements
Support internal and external financial audits and Sarbanes Oxley (SOX) deal related audits
Assist with training the Field Sales and Sales Operations personnel on Finance policies and practices
If a Manager, may have dotted line or mentoring responsibilities for a Deal Support Analyst
Demonstrates HDS’ core values (Customer Focus, Community, Openness, Ownership and Leadership)
BS/BA in Accounting, Finance or Business Administration
CPA, CMA or MBA or equivalent qualifications preferable
Minimum of five years’ experience in other finance or deal support related functions
Experience in US GAAP revenue recognition
Demonstrated ability to partner with sales colleagues to achieve success
Demonstrated ability to proactively engage others to overcome obstacles and provide alternative solutions
Expert user of Microsoft Office suite of products (Excel, Word, PowerPoint)
Proficient use of financial modeling tools and concepts is a plus
Ability to work independently, while prioritizing many complex tasks in order to meet deadlines as well as working with a remote team
Experience in influencing and communicating with multiple levels of people, both within and outside the company
Fluent in English; Spanish is preferred
Strategic development of facility needs for Commercial Term Lending (CTL), Real Estate Banking (REB) & Community Development Banking (CDB)
Directly managing real estate projects (relocations, moves, renovations) and representing the interests of the CTL, CDB & REB LOBs
Management and maintenance of the seating profiles/floor plans for CTL, REB & CDB
Coordinating with GTI on technology projects impacting locations such as server upgrades and technology replacement
Regular reporting to business executives on real estate projects and initiatives
Coordinating with Finance on budgeting/forecasting of real estate projects and CLS projections as well as real estate cost allocations
3-5 years related experience
Strong interpersonal skills and ability to develop effective partnerships
Strong project planning/management abilities

Asst.finance & Business Support Manager Resume Examples & Samples

Prepare hotel and department budgets and financial forecasts and reporting
Maximise cash flow performance of the hotel through controls on inventory (avoid excessive supply), credit and collection, disbursements, deposits and remittances
Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
Educate and train all team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
Perform other duties as assigned. May also serve as manager on duty
Most preferably single or Married with one child

Overnight Support Manager Resume Examples & Samples

Adheres to all company policies and standard operating procedures
Other responsibilities may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals
Ability to compute rate, ratio and percent
Ability to determine the number of individual things in a unit or group
Ability to understand the meaning of written or printed matter and to record information by inscribing characters or symbols. The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions
The Associate is regularly required to walk or stand
The Associate must regularly lift and/or move up to 27kg (60lbs.)
The Associate will be required to perform tasks involving firm grasping
The Associate will occasionally be required to bend, twist or squat
The Associate will be involved in frequent repetitive hand actions
The Associate will be required to reach above shoulder height and below waist level
The Associate will be required to have sufficient co-ordination (i.e. placing and screwing in small washer on bolt, picking up a paper clip, etc...)
Job Title:* Overnight Support Manager
Req ID:* 752599BR
Canadian Cities:* Edmonton
Store Location:* 110 Watt Common SW
Req ID:* 755289BR
Canadian Cities:* Slave Lake
Store Location:* Highway 2 & Main Street
Employment Type:* Hourly FT
Req ID:* 760687BR
Province:* Nova Scotia
Canadian Cities:* Digby
Store Location:* Highway 101 & Route 303
Req ID:* 760163BR
Province:* British Columbia
Canadian Cities:* Burnaby
Store Location:* Lougheed Highway & Austin Road
Req ID:* 762678BR
Canadian Cities:* Saint-Hyacinthe
Store Location:* Autoroute 20 Et Boul. Laframboise
Req ID:* 763557BR
Province:* Ontario
Canadian Cities:* Guelph
Store Location:* Guelph S :: 175 Stone Road W, Guelph, ON N1G 5L4
Req ID:* 763331BR
Canadian Cities:* Tsawwassen
Store Location:* Tsawwassen #1181 :: 5143 CANOE PASS WAY Tsawwassen BC V4M 0B2
Req ID:* 763566BR
Province:* Manitoba
Canadian Cities:* Dauphin
Store Location:* Main St. S. & Whitmore Ave E
Req ID:* 763713BR
Canadian Cities:* Surrey
Store Location:* 150 Street & 102A Avenue

HNW Business Support Manager Resume Examples & Samples

8 years’ experience in HNW insurance business with good universal life knowledge/skills
Excellent knowledge about market operations and distributions management
Good negotiation and presentation skills
Good command of spoken and written English and Cantonese, Mandarin is a plus
Translate Enterprise and GMT business strategy/requirements into programs and effectively communicate and roll out requirements to GMT groups
Build and manage relationships across GMT groups and external stakeholders
Perform data analysis to drive and inform recommendations
Summarize data to provide and deliver effective presentations
Present recommendations and facilitate senior management discussions
Serve as the single point of contact and escalation point between the GMT teams and stakeholders
Manage and implement governance processes to close issues and minimize risk
Drive process efficiency and execution across GMT
3+ years professional experience analytical/project management role
Strong analytical skills and ability to quickly assimilate facts and adjust to changing conditions
Strong leadership skills; team player /mentor/ motivator /thought leader who is able to bring together people and perspectives to reach new solutions, build confidence and trust with colleagues across all levels of the organization
Outstanding communication, influencing and presentation skills
Excellent proficiency in MS Office particularly Advanced Excel skills (V Look up, Pivot Tables and Macros)
Ability to work in a high pressure and changing environment
Working knowledge of ITIL and COBIT frameworks
Testing frameworks and implementation of testing processes
Ideally knowledge of BAML processes and tools
Develop 24x7 support channels and workflows that provide a world class resolution experience at scale for video content creators around product use, insights, and issue resolution
Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, sales, product management and other operational teams at Facebook in order to implement optimal solutions to Media Product related problems as well as outsourcing needs
Partner closely with the Product Delivery teams to execute seamlessly on our strategy and priorities across each business line and product area
Identify best practices and trends in the outsourcing landscape to benchmark our processes and practices
Provide mentorship, guidance and career development to members of their team
Identify trends and key insights to drive impact to team goals including product, user experience, and operational efficiency
8+ years of experience in online operations/consultancy/analytics or related industries
Experience leading and developing performing teams
Proven ability to make sound business decisions
Ability to communicate the results of analyses
Experience with problem solving and the potential for innovative solutions that online marketing has created
Experience working with global teams
Vendor management experience
Experience in a start-up environment
Translate Country strategic plans to clear District operational plans with priorities, accountability and clearly communicate them to the team
Execute and lead by example on culture of customer passion, driving valuable outcomes, escalated issue resolution and provide feedback to develop and drive customer centric programs
Develop and lead Innovation projects, take risks, promotes change and drives customer centric culture
Understand financial metrics and continually drive for operational efficiency while managing costs
Meet/exceed service financial objectives as specified in targets
Responsibility for Revenue Generation and Order Growth shared with Service Sales Division
Develop-Recruit world-class Employees capable to constantly adapt to Market and Business requirements
Maintain pool of Talents and drive People Development
Assure people engagement and employee satisfaction
Set/Communicate Performance Goals, Strategies and results
Ensure we have the right people for the right jobs, optimizes capacity and capability to match business needs and manage poor performance
Works closely and partners with Sales and other internal business partners to ensures win-win outcomes and drive business growth. Manage conflicts. Always put customers first
Build relationships both internal and external. Leverage individual and cultural diversity. Build technical talent pools and resource plans. Speak with impact and influence. Write effectively and have a Continual Learning Attitude
Maintain Capacity and Capability of Technical Resources that supports Business Growth, strategic direction and Customer Requirements
Have thorough knowledge of daily service operations and how to optimize delivery and is able to make quick and sound daily operational decisions
Drive compliance to delivery processes. Lead use of Quality tools to improve processes. Use technology effectively
Deliver on Operational metrics like Response Time, Repair Uptime, Utilization, Customer Satisfactions Survey, PM on time completion. Manage within cost targets
Managing a team of Field Service Engineer across multiple regions
Directing and managing resources to implement tactical business plans and programs/ projects
Developing and implementing solutions to resolve department issues
Bachelors or Master Degree or University Degree or equivalent plus directly relevant experience as a manager, supervisor and/or individual contributor

Consumer Care Support Manager ANZ Resume Examples & Samples

Ensuring spare parts distribution is in place to meet our business objectives and facilitate the supply of spare parts across Australia and New Zealand
Providing backup and support for the Network Operations Manager as required and also supporting the Consumer Experience Manager
Taking ownership of our Consumer Replaceable Parts (CRP) online store. Working closely with all the stakeholders to ensure the required parts are available. Also closely monitoring and reporting on the financial performance of the CRP Shop
Providing technical support and training for the warranty claims system, responding to all complaints within 24 hours and close all complaints with 5 days and resolving customer complaints and support enquiries, quickly and efficiently
Training all the stakeholders on the Safety process and procedure, reporting safety incident is reported and logged in the system within 24 hours

Engineering Business Support Manager Resume Examples & Samples

Process Engineering
Site Electrical Infrastructure
Site Energy Management
Responsible for assigned Engineering team, including performance management, prioritisation of resource assignments, recruitment, mentoring and supervision
Champion effective employee relations and communication within the department, while demonstrating a flexible management style
Promote a positive employee environment by open communication, engagement and development of team members
Select and develop a talented and competent team of Engineering Professionals
Coach and mentor team members and others outside of the designated team
Develop SMEs (subject matter experts) as necessary to both foster initiatives in strategic areas
Agree and drive engineering excellence by setting clear direction and expectations for performance. Take appropriate and timely corrective action if adverse trends begin to emerge
Prioritizes and drives execution of multiple complex departmental projects
Provide leadership and direction to team on process improvements, address obstacles, provide resources and interact with other areas of the organisation to assist the team in overcoming problems and streamlining the work process as part of a structured continuous improvement program
Works proactively with site management peers and site leadership to deliver business objectives
Development of a world class-manufacturing group that is proficient in process improvement and problem solving
Collaborate with the Capital Projects Team to ensure that all new projects are introduced into production in compliance of site standards and are operationally successful
Development of, and management of spend against departmental budgets
Lead and/or represents the function in periodic business metric reviews
Initiates cross-functional/site partnerships to identify and resolve engineering issues
Actively interfaces all other MSD sites, 3rd part Vendors / Suppliers in pursuit of achieving business targets
Observing the Quality and EHS Management Systems requirements on site at all times
10+ Yrs Industry Experience with 3+ Yrs working in a similar role
Solid business and engineering acumen
Proven Track Record in People Development
Degree qualification (Engineering, Technical)
Masters or Lean Six Sigma qualification is an advantage
Proven track record of delivering to goals through leading, development and coaching teams
Good knowledge of GMP / FDA regulatory requirements and current Health and Safety Regulations legislation
Project Management skills would be a distinct advantage

Franchise Performance Support Manager Resume Examples & Samples

Lead annual strategic meeting with each owner/GM to discuss hotel performance, set performance goals and develop strategic plan for the year
Contact and consult with hotel operators and hotel management company staff (and owners, if needed) of franchised properties on performance across the Winning Metrics (including but not limited to specific revenue opportunities (RevPAR, RGI), sales and marketing, channel strategy, guest experience, operations) via bi-monthly virtual performance consulting calls
Develop action plans with hotel owners and operators to implement/execute on strategic plans
Answer inbound inquiries and requests from owners and hotel leadership in portfolio across all areas of hotel operations and performance (e.g., revenue management, operations, new initiatives, standards). Work with internal departments to bring resolution
Assess hotel performance issues and deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to consult on highly technical/specialized issues at the portfolio or individual hotel level
Lead market meetings and Owner conference meetings to cover broad performance issues, provide face-to-face contact with hotel leadership and owners efficiently
Contact Development to share information about potential growth leads from owners in portfolio
Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation. Keeps these teams apprised of any special circumstances at the hotel or with the owner
Contact key hotel personnel on outbound call activity to support revenue-generating activities of the Hotel Operations teams
Contact owners when hotel has entered any IHG compliance processes or about IHG’s plans as a hotel nears the end of its license term
Provide input at FAC and FCC regarding licensing or termination of hotels in their portfolio
Stay abreast of all IHG interactions with hotels and owners/management companies in assigned portfolio
4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training
Demonstrated expertise in commercial areas: revenue management, sales and marketing, channel strategy
Ability to collaborate/coordinate Specialists to direct services where most needed
Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication
Demonstrated ability to keep current with industry trends/changes
Lead and oversee the finance team to deliver accurate month reporting
Coach, mentor and ensure the finance team to setup the financial systems within the hotel
Work collaboratively with the other department to achieve optimal financial result
Bachelor's degree in engineering, or equivalent education and experience
In a senior profile, ideally 10+ years of experience in International Customer Service or leadership experience
Broad technical skills and Clinical knowledge of Medical products experience (respiration, ECG,IBP, NBP, Temp, CO, CO2)
Must be able to influence product design, propose, champion, deploy innovatives and profitable service or portfolio strategies
Excellent customer satisfaction and teamwork skills
Excellent organizational skills and ability to be productive in an interrupt driven environment
Experience in working with international markets

Contract, Commercial & Bid Support Manager Resume Examples & Samples

To act in support of Commercial Managers, Contract Managers and Business Managers
To perform tasks that contribute to the development of a proposition or performance of the contract, this may involve regular interface with the customer but is essentially indirect contact via senior Client Management roles
To provide functions such as billing, data collection, risk management, change control management, document management etc
The Business Support Manager (BSM) is responsible for supporting the Category Director in developing and carrying out the Category Business Plan (CBP)
Supports execution of category strategies and initiatives; delivers against period, quarterly and annual forecast
Coordinates working plan for team derived from annual & quarterly category merchandising strategy
Actively reviews scorecards to bring consumer insights and trends into actionable plans
Oversees Profit and Loss Statement Review and Budgeting for Category(s)
Compiles market, supplier, and consumer information
Provides input to departmental leadership on ad space allocations by department/banner
Participates in review of full assortment and provides input into national and local vendor recommendations
Disseminates information in accordance with pricing guidelines/tactics; reviews/recommends prices for national vendor items; maintains sensitive items list
Bachelor’s degree preferred. Relevant work experience required
Previous experience in store operations preferred, or experience with similar exposure to operations and merchandising
Must have a strong knowledge base in supermarket retail and an understanding of consumer behavior in relation to product performance; must carry a detailed understanding of cause-effect relations between operational levers and performance
Experience in successfully leading, motivating and monitoring performance; strong client management skills, particularly working with vendors; ability to partner with the banners as a team
Proven understanding of financial reports, including prior experience with profit and loss statement responsibility
Excellent written and verbal communication skills as well as interpersonal skills to develop and maintain effective business relationships within and outside of the company
Well developed computer aptitude with proficient skills and knowledge of Microsoft Office
Strong client management skills, particularly working with vendors; ability to influence and lead effective partnerships with the banners

MIS Support Manager Resume Examples & Samples

Providing project management support to the PSM MIS team
Ensuring project management standards across all MIS interventions are adhered too
Coordinating across all PSM teams to ensure all stakeholders are informed and updated on current status of all MIS interventions
Support all MIS interventions for Systems Strengthening and Global MIS teams
Understand technical components of a SPM MIS portfolio and communicate project management requirements to both operations and technical client audiences
Serve as the internal central point of communication around project status, progress toward meeting milestone dates, and status of project issues and risks
Demonstrate appropriate level of tenacity in making sure project tasks get completed on schedule, resolving issues, and building internal relationships to help move projects forward
Smartly informs product, process, and project enhancements to improve MIS operations and solution delivery
Define, document, and implement project management best practices and process improvements
Represent MIS team effectively in cross functional groups and client meetings
Provide project support oversight to vendor supported activities to ensure delivery of high-quality product, in accordance with the specifications; ensure user compliance to specifications and recommendations
Develop and manage user trainings, update and maintain all technical project related documentations
Assist with the development of project/country work plans and with monitoring progress against the work plan deliverables, and with reporting requirements
Assist in identifying opportunities and coordinating projects work with other partners on medicines management issues or other relevant areas
Bachelor’s Degree along with 8 years of technically relevant work experience in management information systems required; alternately a Master’s Degree plus 6 years of experience; JD plus five years of experience; Ph.D. plus four years; or 10 total years or more of related work experience in the above areas may be considered in lieu of degree
Minimum 5-8 years of relevant work experience supporting MIS programs
Technical certifications in Project Management, or familiar with current project management tools and methodologies preferred
A good understanding of technical concepts and software development processes combined with the ability to work across teams, stakeholders, and partners in implementing complex programs
Excellent interpersonal, written, and oral communications skills; proven diplomatic and public relations skills
Fluency in written and spoken English required
International travel as required ( 15%)
Ability to multi-task and prioritize tasks
An active Top Secret U.S. Security Clearance
Previous experience facilitating or leading instructional design projects
Previous experience in a leadership role
Prior experience developing training material
Prior experience as a classroom instructor

Region Engine Support Manager Resume Examples & Samples

Accept ownership and manage all MX engine issues that arise within his/her region
Track all open cases in the region to insure timely communication and action plan to get truck back in service
Accept role as coordinator between engine support center and MX engineering when higher level assistance is required
Communicate resolution path to dealer
Travel to the truck in question when hands on assistance is required
Follow case through until issue is resolved
Act as first contact for our DSMs when they need further assistance or information pertaining to any MX issues they are involved with
Insure that all resolved cases are closed out in a timely fashion and all pertinent information is included in the case write ups
Disseminate information to the DSMs as current issues are resolved as well as the status of new emerging issues and what is being done to address them
Contact person for dealers in the region when they have questions or concerns working with Davie or navigating through Rapido
Responsible for dealer/customer presentations that would support the MX product
Would be the primary company representative at regional trade shows and truck association meetings
Track and insure that each full service dealer location within the region maintains the required number of MX certified technicians to support the product in their APMR
This individual will not have any dealer location responsibilities but will stay focused 100% on support of the MX engine
30% to 50% travel required
Min. 5+ years of industry-related experience
Proficient in Excel and Power Point
Mechanical aptitude with strong background in electronics

Install / Warranty Support Manager Resume Examples & Samples

Ensure orders are reviewed, placed accurately and on time
Understands and actively supports individual markets specific strategies ensuring seamless customer service and service level standards are exceeded
Work cooperatively with Installed Production Managers, supporting front end processes and administrative job management
Minimum education required— High School Diploma or GED
MS Office and Computer literate
Review end to end current support processes and provide concrete plans to fill gaps, implement improvements, increase customer satisfaction, and achieve overall execution excellence for the Power Digital Support function
Develop reports and dashboards on support operational metrics (case statistics, customer support status, SLA, system availability, etc.) that effectively deliver actionable insights and foster resolution by providing timely, accurate and relevant information
Develop and drive requirements for ServiceNow and Customer Portal implementations
Implement and manage escalation and Critical Accounts processes
Develop a comprehensive internal and external communication strategy to keep our customers and stakeholders engaged and informed about Support processes and Case status
Coordinate notifications and planning for fixes, releases, maintenance and system outage activities both Cloud and OnPremise software solutions
Develop, implement, and track an end to end change control process across all environments and products
Design a holistic customer self service strategy to empower our customers and delivery teams
Develop product council operating rhythm across product owners to deliver quality and timely solutions to our customers
Identify, analyze and drive improvement programs around systematic product & infrastructure failure points impacting customer experience and Support team productivity Manage and drive continuous Support team productivity improvements
Provide timely and proactive communications on significant issues and developments
Possible travel to customer locations in support of commercial teams or resolution of field issues
Bachelor’s degree in engineering, computer science, or related field
5 - 10 years in Enterprise Software Support, or Support Operations
3 - 5 years process implementation, process documentation, process tracking/evaluating
Demonstrated ability to meet timelines, goals, and work independently
Strong SQL query skills to quickly determine where issues are happening and uncover their root cause
Experience working with and helping customers
Experience working in a complex matrix environment influencing prioritization and results
Personal accountability and resiliency to own and drive issues through resolution
Strong oral and written communication skills, ability to quickly analyze technical information and summarize it to address different audiences: engineering, customers and executive management
Experience working with power plant employees and the power generation segment
Quickly Learns & Understands business objectives and drives specific tasks required to meet the objectives
Understands GE's products, capabilities and limitations in sufficient detail to be able to solve customer issues in a timely manner
Customer-first attitude / One GE attitude. Measures processes and performance through the customer's eyes
Works proactively with all team members to share knowledge
Displays good interpersonal skills - is accessible and approachable
Anticipates customer needs and ensures that they are met
Communicates messages clearly and concisely
Builds loyalty and commitment
Governance of user access for colleagues throughout Commercial Operations
Will manage / oversee projects and department initiatives requiring coordination with business partners; may perform other duties as assigned to ensure timely completion
Maintenance of Market Data license inventory in compliance with regulatory requirements
Reporting of productivity, quality and other ad hoc requirements in an accurate and timely manner
Oversight of the performance of routine, complex reviews of business system access to mitigate risk as well as perform moderately complex analysis to identify and resolve process level issues
Will assist in the development and implementation of policies to maximize efficiency and quality customer service
Will assist in mitigating operational issues as needed
Will be a role model to drive customer service values and effective management of business partners' concerns and issue resolution
Will set expectations of customer service delivery and ensure all team goals are met and/or exceeded
Solid knowledge of Citizens Bank applications and systems
Superior time management skills
High level communication skills
Solid project management skill
Strong understanding of the compliance/regulatory environment
Advanced knowledge of corporate policy, laws and regulatory requirements within area of responsibility
High energy level and strong work ethic with the ability to work in a dynamic environment, influencing others to achieve a high preforming team; empowered to make critical decisions where needed
Minimum of 5 years financial industry experience
5+ years Operations experience
Working knowledge of MS Office products including Powerpoint
Financial Management – Interpret/analyze results versus financial plan at the team level and drive accountability in organization while developing and maintaining initiatives to mitigate financial risks
Process Design – Design and own centralized governance and oversight for centralized Fraud Operations processes to ensure consistency in application across Fraud Operations and Ops as applicable
Colleague Engagement – Champion the colleague experience through analysis of YFB and regular feedback routines. Perform root cause analysis, form action teams and implement improvements
Communications – Develop, implement and sustain a Fraud Operations communications strategy to ensure that colleagues, partners and stakeholders are proactively receiving key messages on strategy, changes and results
Customer Experience – Champion the customer experience through proactive review of all processes, programs and communications for customer impact. Ensure consistency across channels and products in customer messaging. Proactively identify opportunities for change that add value and align with business strategies and enhance the customer experience. Partner with managers, colleagues, Operations Liaison and the Citizens Bank Customer Experience team to identify areas of improvement. Perform analysis of customer care complaint data from all sources (internal, regulator and vendor), drive to root cause and develop solutions to improve processes and ensure customers receive superior service in alignment with our Credo and Values. Provide oversight and management of the key improvements
Initiative Management – Lead overarching initiatives for Fraud Operations as well as Ops and enterprise level initiatives that impact Fraud Operations and ensure delivery on time, on budget and with planned benefits
Issue Management – Create a centralized intake, response and communication process for issues, exams and notices from internal and external reviewers
Experience planning and managing significant change within a corporate environment while operating at all levels within the organization
MS Office proficiency – with strong PowerPoint and Excel skills
Excellent ability to digest information and create succinct executive level presentations
Excellent interpersonal and organizational skills with the ability to work effectively as a team member
Ability to build relationships, and effectively communicate with partners and teammates
Ability to make informed decisions in timely and efficient manner
Strong organizational, marketplace and global awareness
Highly effective networking and relationship building skills
Commitment to development and advancement of highly-skilled and diverse workforce
Act as an agent for positive change
In depth knowledge of understanding of business planning, risk management and control methodology
3+ Years of leading people across a range of teams
Thorough understanding of overall strategic objectives for Business Services and Citizens Bank
Experience in leading coaching and motivating people and high level communication and influencing skills
Experience in planning and coordinating diverse activities
Experience in leading coaching and motivating people and high level communication and influencing skill
Analyzing and solving complex operational, systems-related and/or customer issues
Creating and/or maintaining databases and management reports, interpreting data and identifying trends
May also include the reporting of productivity, quality and other ad hoc requirements in an accurate and timely manner
Performing routine, complex analytical review and postings of data and/or documentation which may include customer data and/or review for fraud/risk activities and/or perform moderately complex analysis to identify and resolve process-level issues
May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service
May manage projects and department initiatives requiring coordination with other teams, process improvement projects and may perform other such duties as assigned including trouble shooting operational issues
Customer Service: Be a role model to drive customer service values and effective management of customer concerns and issue resolution and set expectations of customer service excellence delivery, while ensuring all department SLAs are met and/or exceeded
Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience as well as being flexible to react and/or implement change initiatives
Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate
Commercial Payment applications processing knowledge
Self thinker able to work through issues and escalate only when appropriate
Minimum 1-2 yrs previous experience as a Business Systems Analyst (including technical/requirements development) preferred
Knowledge of Accounting principals
Advanced understanding of business and operations analyst responsibilities
Advanced understanding of Microsoft Office applications to include Excel, Word, Outlook and Power Point
Strong research/investigation skills
High level influencing skills
WSS Knowledge and MTS Swift ADM knowledge
ACH and PEP knowledge
BankTrade knowledge
Solid knowledge of bank applications and systems (ORACLE, EPOST, ADI)
Strong knowledge of GL processing and flow, including ePost and ADI functionality
Ability to initiate and support process improvement activity and help to embed a culture of continuous improvement
Ability to support others through development and coaching
5 + years Operations Experience, with 2+ year’s supervisory experience
Minimum 5 years financial industry experience
High energy level and strong work ethic and ability to work in a dynamic environment

IT Integration Support Manager Resume Examples & Samples

Hire, develop and lead a team of integration developers/analysts, providing architecture guidance and mentoring as required
Supervision of Integration developers and analysts with respect to quality assurance, training and productivity
Function as product and/or project manager as the development effort requires
As required, work closely with Beaumont Health business partners
Oversee product development from concept to release and ongoing maintenance/support
Provide technical direction, guidance, and hands-on management to team members
Ensure the technical infrastructure strategy, configuration and management allows for a fast, resilient and scalable interoperability environment
Establish and evolve consistent technology frameworks, platforms, standards and processes that enable developers to implement state of the art solutions
Research current and future integration and HIE development trends, implementing as appropriate
Oversee the creation of team deliverables (including architecture and technical design documentation, code, test plans/cases, release plans)
Reviews, analyzes, evaluates and develops service requests to meet customer needs
Documents all build activities in conjunction with updating internal and vendor provided applications specifications
Assist or coordinate the development of test script, policies and procedures
Performs integration and unit testing
Plan and/or assist in presentations/training to co-workers and customers of interface functions
Provide consultation to participants on projects or service requests
Demonstrates expertise in a variety ofhealthcare integration concepts, practices, and procedures
7+ years in a professional capacity within the healthcare I.T. integration development environment, with a demonstrated progression in responsibilities and experience
2+ years in a team lead/management role
Ability to prioritize, multitask and work within budget and deadlines
Strong analytical/problem solving skills and abilities
Demonstrates knowledge of project management methodology
Customer service driven
Flexibility and dedication
Proficient in interface engine/HIE concepts and technologies. Cloverleaf and Ensemble experience a plus
Performing code reviews, developing and adhering to coding standards
Mentoring junior team members in utilizing new technical skills
Communicate open dialog on current project status, risks and challenges and create project estimates

Merchant Support Manager Resume Examples & Samples

3+ years of experience providing outstanding service in team management for a team of 25+, preferably in food-service, hospitality, or retail
Ability to plan staffing levels based on provided forecasts and manage all aspects of team scheduling including same day adjustments
Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
Provide oversight and direction to the employees in accordance with our policies and procedures
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Empower employees to take responsibility for their careers and goals. Delegate responsibility and expect accountability and regular feedback
Manage the overall operational, budgetary, and financial responsibilities and activities of the Merchant Support Team in conjunction with our Site Director
Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively
Ability and desire to manage our Merchant Support Team including some nights, weekends, and holidays
Technically savvy with Mac experience
The ability to listen and quickly get to the bottom of an issue

Infusion Support Manager Resume Examples & Samples

BA/BS Degree is preferred, a nursing or strong clinical background is desired
Previous commercial and/or clinical experience with IV infusions is required
Previous MS and/or infusion experience strongly preferred
3-5 years previous experience in a field-based commercial or medical role in a pharmaceutical or biotech company desired
Familiarity with reimbursement for infused therapies required
Excellent cross-functional collaboration skills, including the ability to collaborate across functions in a field-based role
Outstanding interpersonal skills, including building strong working relationships, and managing and resolving conflict
Strong organizational skills and ability to adapt to change and react constructively in a high-energy and fast paced environment
Familiarity with managed care and particularly “buy and bill” therapy strongly preferred
Coordinate and ensure that all daily reports are issued timely and accurately presented
Participate in the recruitment and training of new Colleagues & Supervisors
Deliver training and assist Director, Finance in driving Colleague Engagement
Conduct probationary and formal performance appraisals in line with company policy
Follow all safety policies
Minimum 2 years of experience in same position
Strong interpersonal and problem solving abilities

Branch Support Manager Resume Examples & Samples

Help to provide end to end service support to Consumer Banking (CB) in new product development & system projects/enhancements
Help to carry out PDLC activities to meet user requirement & expectation
Gather user requirement & make analytical recommendation
Coordinate & negotiate with various parties including IT, branch, operation unit, control unit to provide end to end solution for product/system rollout
Conduct system development/enhancement testing
Prepare documentation including user requirement request, test plan, implementation plan etc
Recommend solution to outstanding issues or risks
Escalate problems, if any
Monitor tasks timeliness & overall schedule
Look after System rollout
Perform post implementation review & gather user feedback for Improvement
Provide branch support
Provide daily necessary support to branch frontend users, including teller, RM, TCM and so on
Provide daily necessary support to backend team, including product team, T&D, BOS regarding enquires, solution discussion and so on
Help to take care of the CBG systems performance, recommend solution to improve reliability, efficiency & control
Help to strengthen the system & to enhance system features in meeting group policies on compliance & control
Act as user representative to
Familiar with consumer banking product and CRM management system
Preferably with project management experience & skill
Knowledge on banking policies, operation procedures, risk control requirement prevailing laws/regulations and compliance standard
Good understanding on the system applications and preferably with some technical knowledge
Perform process walkthroughs, analyze operations processes and design new robust processes complying with regulatory requirements and internal policies
Partner with Business Lines & Risk to improve existing processes and create risk resilient processes
Lead/manage projects related to processes and documentation. May train/guide junior team members
Create high quality process maps, procedures, standard operating procedures and training materials
Create high quality internal communications to business partners and Senior management
Lead and support the delivery of high quality documentation for teams across Payment Operations
Create, maintain and act as the custodian of the taxonomy of processes and the central repository of documentation for all of Payment Operations
Develop strong working relationships with teams across Payment Operations and the Risk team
Collaborate with project team stakeholders and senior management as needed to ensure project and business needs are met without disruption to existing functions and services
Organize all activities for audits/exams
Act as delegate to management
Ability to work independently and collaborate with teams
Ability to influence across varying levels and organizations
Minimum 5 years of relevant experience in process designing and mapping
Excellent knowledge of Microsoft Office- including MS Visio and MS PowerPoint
Ability to plan and prioritize workload
Ability to meet timelines within an environment of competing priorities
Good knowledge of the Group Policy Framework
Good understanding of Commercial Payment Operations processing
Good knowledge of products and processes within Payment Operations
Ability to build and nurture relationships

Commercial Products Support Manager Resume Examples & Samples

Directly manage all facets of the commercial product customer support organization
Responsible for addressing/resolving all customer inquiries associated with the support of commercial products
Implement a support strategy that delivers customer satisfaction through a technically competent global support team
Provide direction to the Commercial Products Support Team
Develop/modify support processes and metrics
Foster the integration and advancement of support tools
Ensure the advancement and utilization of an effective Knowledge Management database
Ensure the proficiency and development of the support team through an effective training program
Manage support costs and resources
Interact with Customers, Product Teams and company leadership to ensure the Voice of the Customer is heard to ensure high customer satisfaction is maintained
Drive continuous improvement through a model focused on Customer and Business priorities
Bachelors Degree or higher in a technical discipline
Minimum of 7 Years of customer support and leadership experience preferably in the Satellite Communications industry
Project management experience is desired
Experience leading diverse teams in multiple geographical locations
Excellent organization and communication skills with the ability to formulate and articulate strategic plans
Ability to interface with technical and engineering personnel in order to discuss technical issues pertaining to problems, purchases, or technical specifications
Prioritization skills a must
Must be motivated, a strong leader, team-builder, self-starter, able to work with little direction, make sound decisions, work effectively with, and get results through others
Must enjoy working with customers in all situations and keep a positive attitude regardless of the customer situation
Must be a solution finder to ensure high customer satisfaction

Director Solutions Support Manager Resume Examples & Samples

Define and implement value added services across the Customer Service and Support Organization
Manage FSEs as well as technical development resources
Drive and Lead the FSE program across the Geo (ie: include Canada and LATAM)
Lead the FSE’s Development towards Higher Value for HDS Global Services
Collaborate intensively with Sales, Global Services Groups and Global to meet FSE’s Programs Goals in the Geo’s
Manage development of appropriate trainings for FSE’s across practice areas
Work with CS&S Global to provide feedback and identify opportunities in improving group performance
Ensure consistency of the FSE program deployment in the Geo, in alignment to Global
Minimum 12 years in a related management field
Very Strong Business Acumen
And Strong background in customer service and support – 10 years min
Process improvement Management in Matrix Environment
Experience managing remote teams and wide geographies
Experience hiring field customer service engineers, reviewing and directing their work, and coordinating education for an assigned team
Excellent analytical, troubleshooting, and problem solving skills
Solid training and mentoring skills
High degree of proficiency in written and spoken business English
Willingness to travel to client sites as required
Bilingual or multilingual (English, French, Spanish, Mandarin etc.), a plus
This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner
Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution
Solid knowledge and experience with browser based applications
Experience researching, analyzing and interpreting automated system problems
Very good oral and written communication skills to effectively deal with all levels of the organization
Solid experience leading a team
Experience analyzing and projecting the needs of a team to ensure success
Experience implementing and managing a help desk operation

Retail Model Support Manager Resume Examples & Samples

Understand and interpret business requirements to create a complete technical solution
Help to design, implement and improve data processing and data delivery strategy. Ensure stakeholders are accurately supported and encourage cross team relationships often requiring the ability to explain underlying data
Support initiatives that directly contribute to business strategic and financial objectives
Deliver high quality analytical outputs in a timely and accurate manner
Help to implement credit risk strategies and monitoring solutions, utilising best practise techniques, within the target timeframes
Build sound relationships and provide subject matter expertise to key business stakeholders
Collaborate with team members and ensure functional interdependencies are intact
Respond quickly to tasks assigned by direct manager
Proactively develop and maintain timely, accurate and insightful Data and Management information
Support the delivery of initiatives that maximise risk / reward payoffs for particular portfolios
Conduct analysis and make recommendations to support continuous improvement
Actively challenge existing frameworks and recommend new methods for delivering increased business benefits to the bank
Foster team collaboration and help build practice of sharing of knowledge and best practice techniques
Proactively develop technical and behavioural skills to support career goals
Develop sound relationships with stakeholders
Ensure reporting, polices and strategies are compliant with group policy and external regulation
No regulatory/risk/compliance issues
Embed and strengthen Risk Culture within the business
Help to design, implement and improve data processing and data delivery strategy
Ensure stakeholders are accurately supported
Encourage and develop cross team relationships
Articulately explain underlying data to various stakeholders
Provide mentoring and SME support to junior staff
Be accountable for the management of BAU and ad-hoc queries and requests coming through from risk and business partners, and is responsible for liaising with internal and external teams to deliver requirements and solutions
Have the ability to understand and interpret business requirements to create a complete technical solutions
Lead the design, implementation and improvement of data processing and data delivery
Ensure wider stakeholders are accurately supported and encourage cross team relationships
Be able to articulately explain underlying data movements and how data is derived to a variety of stakeholders
Support technical initiatives that directly contribute to business strategic and financial objectives
Deliver high quality data in a timely and accurate manner
Deliver data requirements for creating credit risk strategies and monitoring solutions, utilising best practise techniques, within the target timeframes
Respond quickly and accurately to tasks assigned by direct manager
Proactively develop and maintain timely, accurate management of information
Drive the delivery of data initiatives that maximise risk / reward payoffs for particular portfolios
Foster collaboration within the team and across the broader Risk community through the sharing of domain knowledge and best practices
Ensure that the team is highly engaged and working towards clear objectives for consistent and timely delivery
Shape a productive working environment that supports career progression outcomes
Play an active champion role for strategic toolsets with stakeholders
Ensure consistency with team member outputs
Exhibit constructively critical view of policies, processes and procedures with the objective of improving the organization
Ensure policies and processes relevant to the role are complied with
Quickly resolve and escalate issues

IT Event Support Manager Resume Examples & Samples

Inspirational people leadership and people management skills
Ability to stay calm and focused under pressure and in hectic work conditions
Exceptional problem-solving and analytical skills
Ability to think outside of the box and come up with creative ideas and solutions
Strong ability to communicate with stakeholders at all organizational levels
Outstanding project / process management skills
Strong customer service mindset
Coaching and mentoring skills
Ability to adjust and flexibly respond to changing requirements
University degree in a related field
Fluent knowledge of English both verbal and written
Minimum of 3 years of experience in a technical Event management or IT role
Previous experience in leading a team and managing projects
Ability to travel at short notice and work extended business hours as needed

Quality Support Manager Resume Examples & Samples

Experience in Project Management in Clinical Laboratory or Clinical study environment
Expertise in GXP (GCLP, GCP,…)
Past experience in Quality & risk management is an asset
Good knowledge of French/English (read, spoken and written)
Good written skills
Passionate about quality
Pragmatic thinking
Communication & coordination related to Quality (deviations, CAPA, risks, training & documentation)
Actively participate to process simplification and improvement initiatives
Coach business on quality aspects
Lead spot-checks & take part to audits activities

IVG Support Manager Resume Examples & Samples

Deep technical experience with ISP devices: theory, architecture, tuning, calibration
Basic understanding of CMOS sensors, LCD and OLED display technology and an interest in Computer Vision
Experience of customer and sales interaction – ideally in a Technical Support, Product Deployment or Field Application role - as well as development work
Experience of working in a multi-time zone and distributed team environment
Personal interest in digital photography is a plus
Experience of product development with an automotive end-market
Provide expertise and guidance in operations product-related processes and procedures
Manage implementations of products and services
Conduct internal Brink’s training and external customer training for recyclers and ATMs
Manage expectations of customer and field operations in cooperation with Sales
Achieve results by communicating and working across functions and teams
Serve as a product consultant and point of escalation for Product Line support issues
Create and support development of timely corrective actions to product line issues in operations
Travel 60% - 70%
3 to 5 years of experience installing and servicing cash recyclers and ATMs
Minimum of 3 years project management experience in an operations environment
Minimum 3 years in a banking or financial industry
Minimum of 2 years of experience with MS-Office tools: Word, Excel, PowerPoint and Project
Travel of 60% - 70%
Experience in vault operations
Proven leadership abilities preferably in an operations/product support or customer support environment
BA or BS degree in business, marketing, engineering or related field
Strong consultative, analytical and problem solving skills

Projects & Support Manager Resume Examples & Samples

Leadership and managerial experience within An MRP 145 or EASA 145 environment
Sound understanding of Quality Management Systems
Professional qualifications within the Aeronautical sector
Excellent knowledge and understanding of Aircraft Maintenance Management gained from an increasing level of experience from tradesperson to supervisory level, which is unlikely to have been gained in less than 5 years
Extensive knowledge and understanding of MRP Part 145 regulatory requirements
British Safety Council Level 2 Award in Supervising Staff Safely or equivalent
Attend and support the Delivery Manager during the pre-acceptance process for a designated aircraft, recognising that any additional tasks required on the SOW are properly estimated discussed with the management and team and subsequently agreed by the client
Liaise with the Engineering Manager, Planners, Charge hands and others as necessary, to identify and schedule the order of work on the agreed SOW, which will determine the manpower allocation
Ensure all projects initiated by the EA/NG are carried out fully and iaw the correct ADS, including compilation of all documentation and functional testing
Attend all post-input meetings with the Delivery Manger to ensure any additional work, which becomes apparent, is properly documented, estimated and discussed with the management team prior to agreement. Upon defining the impact and in consultation with the management team, discussions with the client will be required which will confirm/identify any SOW amendment
Pro-actively, promote and review training requirements, in order to ensure Cobham personnel maintain currency and awareness of any Fleet wide issues. This will also include maintaining authorisations ensuring all personnel are kept current
Ensure aircraft documentation has a 100% quality check upon return of the work packs and all maintenance work cards to the Documentation Cell. Ensure the ADS is current and that any modifications, TI’s, UANs or updates are staffed through the Engineering and Delivery Manager prior to implementation
Maintain business performance ensuring accuracy of delivery estimates, turn-round time, management of hours and on time completion performance of any outsourced tasking’s
Provide support functions such as liaising with AAR for the pre-input plan, tooling, resources, vehicles and GSE to enable the maintainer’s to remain on task
Carry any out other tasks required and as directed by the management team
Ensuring that all work outside of current contractual arrangements are managed to achieve
A Clearly defined task or Request For Quote (RFQ)
A clearly defined Route to Contract (RTC)
Identification of appropriate resources (such as: competent manpower and required tools, support Equipment, approved data and spares)
A realistic plan and schedule
Performance against the plan
Acceptance of a reasonable, firm price and a plan, achievable within given timescales
Clear, timely and accurate reporting of progress against the plan, including financial aspects
Agreed task closure including invoicing where appropriate
Mentor and lead a core team of support engineers in support of a broad range of client issues with Transcend Insights’ HealthLogix Population Health Management (PHM) product suite
Lead the team to research, test, and reproduce software issues reported by customers and escalate to our development team when needed
Track and manage customer issues with our development team and ensure that we close the loop with the customer after resolution
Analyze and assess support tickets to create operational efficiencies across the Product Support team and provide coaching and acknowledgement to individual support engineers when appropriate
Use support trend data to recommend features to the product team to increase customer satisfaction and loyalty
Coordinate with the support team, advanced technology group (ATG), and engineering to address issues that require changes to Transcend Insights’ products
Define and continuously improve support workflows and ensure that procedures are being followed by the team
Report support statistics and trends to upper management, department, and entire organization through presentations, management meetings, and company meetings
Define goals for each support engineer and review goals on a periodic basis to ensure team members are accomplishing goals according to schedule
Perform periodic employee reviews to provide feedback to direct reports and determine possible salary increases
Perform on-boarding tasks for new employees on the product support team
Arrange needed training for product support team as required by new business initiatives and product releases
Review support cases within Salesforce and provide feedback and coaching to the support engineers
Perform weekly one-on-one sessions with all direct reports to discuss day-to-day matters, employee issues, employee career path, etc
Lead periodic team meetings to discuss issues with the team, department, or organization as a whole
Approve paid time off requests and ensure appropriate backup is in place
Bachelor’s degree in Computer Science, Information Systems or other related technical degree
Minimum five years’ experience leading a support team in a software development organization
Previous experience with technical or product support or customer success teams in a SaaS-based environment
Strong focus on clients and ability to self-manage multiple projects at once with little oversight
Tolerance for ambiguity and flexibility for changing requirements
Ability to create and confidently deliver presentations to executive leadership
Ability to communicate clearly and effectively with all customers (internal and external)
Educational experience with Salesforce, Confluence, and JIRA
Experience working with off-shore contractors
PMP strongly preferred
Coordinate various teams and schedules
Facilitate deployments of changes in production
Provide status updates to upper management
Assist company in transition to new ATG eCommerce platform
Be on call for deployments
Five years’ relevant eCommerce operations experience, preferably in a multi-channel retail environment
Extensive knowledge of working with an eCommerce business application
Experience working with web analytics tools such as Omniture
Knowledge of ITIL strongly desired
Willing to maintain flexible schedule
Ability to react quickly to new demands in an ever-changing dynamic business environment
Ability to multi-task whilst ensuring other key deliverables continues to be met
Must be a self-motivator and be able to work with minimal direction
5+ year of IT systems/application support/development experience
Experience with Active Directory desired
Understanding of network technologies, firewall, routers, TCP/IP and file transfer protocols (FTP, FTP/SSL, SSH, HTTP/S, VPN)
Act as local technical escalation point for team members and assist with resolution of support issues
Manage and resolve issues that arise on Research systems. Ensure daily process completion to service level agreements
Communicate issues and status updates with all stakeholders effectively
Maintain application availability to users globally. Drive agenda in areas such as monitoring, failover, capacity planning and resiliency in order to improve stability
Work closely with first level support, development teams, infrastructure teams and business to determine strategies and priorities and to ensure the team to deliver on these priorities and communicate progress effectively to all stakeholders
Excellent planning, organization and prioritization skills to meet over ever changing demands
Perform Incident and Problem Management including prioritization, cause analysis, escalation to appropriate groups
Create and maintain a knowledge base to provoke knowledge transfer within the team
Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc
Required to have maintain working relationships with all Customer Services operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Customer Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions
Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services
Assist with determining Out-of
Background in Wealth Management and/or Consumer Technology
Industry experience in Wealth Management and/or Consumer business
Educational background—preferred –discipline in Organizational Psychology/Behavior

VP, Business Support Manager Resume Examples & Samples

Strong Project management skills, including the ability to align against a strategic priority and organize and deliver results
Strong relationship management skills and ability to interface confidently with associates of all levels, including senior executives
Experience and knowledge of compliance related requirements in the above areas of skills
Ability to present technical information to non-technical persons
As required, coordinate the development, cascade and tracking of the RVP, RLT and CLT My Plans and shared scorecards
Coordinate the OU Leadership Team meeting schedule as well as events for the OU and with the LLT ensuring business critical items are reviewed in appropriate level of detail and key decisions are taken. This will involve the proactive development of agendas, pre-reads, internal presentation materials, ensuring that meetings are efficiently and effectively managed and that resultant actions and plans are clearly recorded, delegated for execution and that delivery is monitored
In addition the role will provide all necessary ad-hoc support to the OU RVP
Support the enduring risk assessment of ethics & compliance risks and where appropriate, support the development and implementation of a plan to manage the risks
Working with communications partner, support incorporation of ethics & compliance into the business annual communications plan. and help in developing ethics & compliance related communications for: town-halls, newsletters, Code Certification process, etc
Assist in efforts to promote a Speak Up culture
Ensuring that the annual ethics and compliance training and certification process is completed on a timely basis and supporting in the convening of the ethics and compliance network across the region as required
Excellent interpersonal and influencing skills
Ability to interact with staff at multiple levels of the organisation
Initiative, excellent communication skills, both oral & written, and strong analytical skills
Ability to analyse and prioritise information rapidly
Strong business understanding and acumen
Bias for action and strong organisational skills including an attention to detail and process are required to manage a large agenda effectively
Recognised team player who is self-motivated and able to work independently
Organizational development , budget and resource development, and strategic planning
Excellent people skills, with an ability to partner with a leadership team
Personal qualities of integrity, credibility and commitment to the organization
Flexible and able to multi-task, can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions,
An understanding of business functions such as HR, Finance, Marketing etc and demonstrated experience in financial planning and analysis and delivery of presentations
Demonstrable competency in working with and MD on strategic planning
Working knowledge of data analysis and metrics as required
Outstanding organizational abilities
Excellent presentation skills (MS Office, PowerPoint etc)
A track record in confidentiality as this role requires the highest level of trust between both MD and this person to ensure success

PC Support Manager Resume Examples & Samples

Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support, systems programming, applications design and development, database design and administration, information security, telecommunications and network support and administration
Supervises non-exempt technicians as well as exempt professionals
May also perform complex IT tasks
5-8 years of related information systems experience

Customer Quality Support Manager Resume Examples & Samples

Develop strategy for customer quality and service improvement
Manage customer complaints. Serve the role of complaint manager in IFX complaint management process
Provide support to customer queries related to quality
Manage Customer visits and audits
Lead or support taskforce for critical issue
Regular KPI reporting
Numerate with analytical ability
Strong ability to plan and organise
Practical problem solving ability
An excellent communicator with a direct and open style
Demonstrates an understanding of the business

I.t Site Support Manager Resume Examples & Samples

Current US citizen or current Green Card holder
University degree qualified in a relevant IT sector subject or equivalent vocational work experience with a minimum four (4) years demonstrable experience in Site Support Role
Qualified in or already working towards an Industry Certification, such as Microsoft Certified Professional
Demonstrable knowledge and ability to manage microcomputer, server, network and phone equipment requirements associated with an international 200+ customer business
Flexibility where necessary in working hours and the ability to travel to meet and where possible exceed the demands of corporate customers and end users
Demonstrable experience of all of the following applications
A thorough technical understanding of Cisco networking equipment would be advantageous to the position
Effective communication with customers and within the IT Department. This is a service position and that professional application of customer service and communication skills is expected at all times
Serve as a member of the AWS LCC Public Sector team supporting proposal responses to RFx opportunities
Develop win themes, technical discriminators, and innovative pricing strategies working with AWS stakeholders specific to LCC RFx opportunities
Understand and navigate LCC public sector contracting vehicles and tender procedures
Proposal management experience
Ability to read, write, and speak in Spanish, Portuguese and/or French
Financial Management – Partner with finance to interpret/analyze results versus financial plan at the team level and drive accountability in organization while developing and maintaining routines and initiatives to mitigate financial risks
Initiative Management – Lead overarching initiatives within LSO as well as Ops and enterprise level initiatives that impact LSO and ensure delivery on time, on budget and with planned benefits
Centralized Support Coordination: Build strong relationships with centralized support functions and drive appropriate actions within LSO and manage service received from centralized functions
Communications – Develop, implement and sustain a LSO communications strategy to ensure that colleagues, partners and stakeholders are proactively receiving key messages on strategy, changes and results
Customer Experience – Champion the customer experience through proactive review of processes, programs and communications for customer impact. Ensure consistency across channels and products in customer messaging. Proactively identify opportunities for change that add value and align with business strategies and enhance the customer experience. Partner with managers, colleagues, product, centralized support and the central Customer Experience team to identify areas of improvement. Provide oversight and tracking of customer experience initiatives across LSO
Business Support – Proactively provide business support to Head of LSO and respond to ad hoc requests as well as supporting as appropriate the senior leadership team for LSO
Driven and self-motivated leader who can deliver under tight timelines

Business Support Manager, Serv Part Mgmt Resume Examples & Samples

Multiple LOBs SME unique to SPM. Support operations in driving performance, site visit audits, root-cause performance issues, and make recommendations to address with SPM operations and Call Center site leadership
Participate in daily and weekly meetings with peers in SP Call Centers and FSC to ensure issues, concerns and information are communicated
Reviewing, Assigning, Trending and Analysis. Provide root cause analysis to help drive financial metric performance while enhancing the customer experience
Serve as resource for all departmental finance, budgetary, and cost analysis processes and questions. Ensure consistent communication of any financial or billing related issues with the SP sites
Participate as SME in enterprise projects as representative of SPM and functional area. Initiate new project requests, evaluate, prioritize, and kick-off. Make recommendations for transitions/pilots regarding timelines, level of support, training and possible process impacts
Manage established partnerships and continue to drive costs out of the business through negotiated lower rates with these partners
3-5 years plus call center, customer care, and/or outsourcer management. Financial support, analysis, and reporting in a large operations environment is preferred
General knowledge of call center technology, call routing, IVR, new site launch basics and quality
Possess strong knowledge of project and process management methodologies, reporting, and analysis
Possess ability to effectively communicate with all layers of organization internal/external to T-Mobile. Protect/guard confidential company information
Must also be able to analyze, package, and present results to a variety of audiences from front line representatives to executive leadership, including appropriate presentation skills and MS Power point proficiency
Ability to analyze reporting data and synthesize recommendations based on that analysis
Ability to multi-task and handle competing deadlines and time commitments
Strongly prefer demonstrated ability in problem-solving, root cause identification, improvement plan implementation and risk assessment
Bachelor’s Degree (Business, Finance, Operations, Econometrics preferred)
Equivalent Work Experience
Excellent people management skills and experience of developing others to the very best they can be
Excellent communication skills and the ability to build strong relationships at all levels
The ability to prioritize individual and team workload to meet your team objectives and goals
Experience of Capita’s range of Advantage Revenues and Benefits software
Experience of working within a technical or software service helpdesk and associated skills such as SQL or database administration

Related Job Titles

Support Manager Resume Example (Free Guide)

Create an support manager resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

Welcome to our Support Manager Resume Example. This article will provide you with all the essential information you need to craft an effective resume for a Support Manager position. We will provide you with a comprehensive breakdown of the roles and responsibilities of a Support Manager and how to highlight your skills and accomplishments on your resume. We will also offer tips and advice on how to ensure your resume stands out from the competition. Read on to learn more about crafting an effective resume for a Support Manager role.

We will cover:

How to write a resume , no matter your industry or job title.
What to put on a resume to stand out.
The top skills employers from every industry want to see.
How to build a resume fast with our professional Resume Builder .
What a resume template is, and why you should use it.

What does a Support Manager do?

A Support Manager oversees the customer service team and handles customer inquiries, complaints, and feedback. They are responsible for ensuring the customer service team provides a high level of customer service, troubleshoots customer issues, and improves customer service processes. They also work closely with other departments to ensure customer satisfaction and may assist in developing customer service strategies.

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What are some responsibilities of a Support Manager?

Manage customer service staff, including hiring, training, and scheduling
Develop customer service procedures, policies, and standards
Respond to customer inquiries, complaints, and issues in a timely and professional manner
Track customer service metrics, such as response time and customer satisfaction
Keep up-to-date with product and service information to answer customer questions
Identify areas of improvement and develop strategies to boost customer service quality
Handle escalated customer service issues
Create reports and analyze customer feedback data
Ensure customer service best practices are followed

Sample Support Manager Resume for Inspiration

Support Manager

John Doe 123 Main Street Anytown, ST 12345 (123) 456-7890 [email protected]

A Support Manager with more than 10 years of experience in customer service, problem resolution, and technical support. Expertise in developing and maintaining successful relationships with clients, vendors, and partners. Proven ability to understand customer needs and deliver solutions in a timely manner. Skilled in identifying and resolving issues to ensure customer satisfaction.

Work Experience:

Managed a team of 10 support staff.
Collaborated with upper management to develop and implement support strategies.
Provided hands-on technical support and training to customers.
Assisted in the development of customer-facing support materials.
Resolved customer service issues in a timely and professional manner.
Provided technical support to customers via phone, email, and online chat.
Conducted training sessions for customers and staff.
Bachelor of Science in Information Technology, Anytown University, Anytown, ST, 2002–2005
Customer Service
Troubleshooting
Project Management
Team Leadership
Technical Support
Software Training

Certifications:

Microsoft Certified Professional
CompTIA A+ Certified
English (Fluent)
Spanish (Basic)

Resume tips for Support Manager

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Support Manager resume tips. We collected the best tips from seasoned Support Manager - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

Highlight your customer service and communication skills
Showcase your ability to handle difficult situations
List any relevant certifications or degrees
Describe any problem-solving skills you possess
Include any experience with ticketing software and/or databases

Support Manager Resume Summary Examples

A resume summary or resume objective is an important part of a Support Manager resume because it provides potential employers with an insight into the professional experience, skills, and qualifications of the applicant. It should be used to showcase the individual's most relevant strengths and accomplishments in order to demonstrate their suitability for the job. It should be concise, easy to read, and tailored to the specific job requirements. For Example:

Highly organized Support Manager with 10+ years of experience in developing and executing customer service plans. Skilled in resolving customer issues, implementing policies and procedures, and effectively managing teams.
Experienced Support Manager with a proven track record of successfully leading customer service teams. Adept at problem solving, conflict resolution, and training customer service staff.
Dedicated Support Manager with 8 years of experience in IT support, customer service, and network administration. Skilled in delivering excellent customer service and resolving customer inquiries.
Results-driven Support Manager with extensive knowledge in customer service, problem solving, and team leadership. Experienced in managing customer service teams, providing technical support, and resolving customer issues.
Dynamic Support Manager with 5+ years of experience in managing customer service teams and developing customer service strategies. Skilled in customer satisfaction, dispute resolution, and analyzing customer feedback.

Build a Strong Experience Section for Your Support Manager Resume

A strong experience section on a support manager resume is important because it shows potential employers that you have the skills and knowledge necessary to be successful in the role. It highlights your accomplishments and provides detailed examples of how you have used your skills and expertise to achieve results. It can also demonstrate your capacity to work with different teams and stakeholders, and your ability to effectively handle customer service issues. Additionally, employers are more likely to be impressed if your experience section is concise and organized, as this indicates that you are detail-oriented and have strong organizational skills. For Example:

Managed a team of 10+ support representatives and created daily and weekly schedules.
Implemented new customer service initiatives that resulted in an increase in customer satisfaction from 85% to 97%.
Developed and monitored customer service performance metrics to ensure customer service goals were met.
Established and enforced quality control standards to ensure customer service calls were handled according to company policies and procedures.
Provided technical support and troubleshooting for customer service representatives.
Conducted monthly staff meetings to evaluate customer service performance and discuss new strategies for improvement.
Coached and trained new customer service representatives on proper customer service techniques.
Created customer service scripts and guidelines to ensure that customer service representatives followed the same standards of service.
Developed customer service procedures and policies to ensure quality customer service.
Resolved customer service inquiries and complaints in a timely manner.

Support Manager resume education example

A Support Manager typically needs a Bachelor's degree in a field related to computer science, information technology, or business. They should also have experience in customer service, technical support, and/or project management. Additionally, they should possess exceptional communication and problem-solving skills, as well as a basic understanding of software, hardware, and networking. Here is an example of an experience listing suitable for a Support Manager resume:

Bachelor of Science in Computer Science, ABC University, 2013
Certified IT Support Manager, XYZ Professional Institute, 2018
Certified Network Administrator, ABC Professional Institute, 2016

Support Manager Skills for a Resume

Adding skills to a Support Manager Resume is important because it helps to demonstrate the candidate’s knowledge, experience, and capabilities in the specific field. It also helps to differentiate the candidate from other applicants and show that they have the necessary qualifications and expertise to be successful in the role. Examples of skills that may be included on a Support Manager Resume include customer service, problem solving, technical support, project management, communication, and leadership. Soft Skills:

Communication
Time Management
Organizational
Problem Solving
Interpersonal
Negotiation
Adaptability
IT Management
Data Analysis
Software Testing
Network Administration
Change Management

Common Mistakes to Avoid When Writing a Support Manager Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Support Manager resume

Highlight your experience in customer service or technical support.
Include any experience you have managing teams or projects.
Showcase your problem-solving skills.
Mention any qualifications you have in a related field.
Include any awards or recognition you have received.
Detail your ability to stay organized and manage multiple tasks.
Showcase your communication skills.
Give examples of how you have increased customer satisfaction.
Highlight your ability to stay up-to-date on industry trends and new technologies.

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Support Manager Resume Samples
Technical Support Manager Resume Samples
3 Successful Support Manager Resume Examples And Writing Tips for 2024
5 Application Support Manager Resume Examples & Guide for 2023
Support Manager Resume Example (Free Guide)
Business Support Manager Resume (CV) Example and Writing Guide

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