IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.
Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.
www.IPC.com
Title: GSOC Manager (Night Shift)
Department: Indirect-Variable
Reporting Manager: VP, Global Services and Support, US
Location: Kuala Lumpur, Malaysia
Role Type: Hybrid, Full-time
Role Overview:
Our Service professionals are focused on client care and monitor our clients’ voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York and Singapore operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.
The GSOC Manager shall manage the GSOC regional team to deliver client service excellence and play a vital role in advancement of the GSOC, transforming how IPC services its major clients.
- The GSOC Manager is responsible for managing multi skilled team of Analysts, both locally and remotely as they provide support to IPC’s clients. The GSOC Manager’s objectives are to achieve a consistently positive service experience for clients:
- Through consistent, competent, timely and accurate handling of reported issues, requests and escalations.
- Through excellent organizational skills, leadership and management of motivated and skilled teams.
- Working closely with IPC Operations (to include Technical Support and Service Delivery management), as well as with Client Services management, to bridge communication and workflows between GSOC and these other service responsible teams.
The GSOC Manager is accountable for, but not limited to, the following:
Client Service:
Implementing proactive improvements for client services delivered. Innovation, optimization and effectiveness will be key to success and includes:
- Management of major/serious incidents occurring anytime, leading client communications and facilitating post incident reporting.
- Acting as an escalation point, including where difficult or controversial client calls are received.
- Monitoring and reporting on Resolver Group activities to ensure timely assignment and resolution of all client incidents.
- Overall client satisfaction with the handling of service-related issues including.
- Managing client escalations and complaints.
- Ensuring IPC stakeholders and Executive Managers are briefed on key topics such as outages, complaints, escalations as well as positive client feedback.
- Assisting Analysts in providing front line support when workloads are high, or where additional experience is required.
- Visiting client sites as necessary to address customer enquiries and solicit feedback on IPC performance.
Organization and Management:
- The effective management, motivation and organization of the GSOC Analysts working in their shifts and regions, including:
- Prioritization of work activities according to call and email volumes, severity levels and common sense.
- Managing shift coverage around staff availability and absence and ensuring optimum level of cover at all times.
- Performance management, training and development of staff.
- To be the role model and mentor for the Analysts.
- Collaboration and liaison with other regional Managers and Directors in the GSOC and other teams including:
- Strong teamwork and collaboration
- Efficient shift handover processes and associated documentation.
- Sharing ideas on improvement activities and proposing solutions to complex issues.
- ISO commitment and working collaboratively with Regional Managers and Directors to ensure ISO27001 Certification for the GSOC in your region. To include but not limited to:
- Ensuring that all team members remain current and aware of ISO requirements which relate to them as IPC employees and as members of the GSOC.
- Identifying areas of non-compliance and providing feedback and suggest improvements to Directors/VP to resolve.
- Assisting to implement solutions to resolve any non-compliance.
- Managing peer to peer level communications with IPC Service Partners as necessary, to address issues related to Service Partner management and performance of IP incidents; assist to ensure IPC Service Partner escalation matrix are current.
- Identifying tickets being ‘bounced’ between teams and escalate to the appropriate Manager or Director.
- Spot checking tickets for quality and consistency.
- The efficient handling of client initiated or client impacting issues and requests within the service level targets set out for the GSOC and the broader organization.
- Escalating issues and blockers to the Regional Director of the GSOC and the Global VP when necessary.
- Producing reporting and metrics to measure the clients experience and/or the performance of the GSOC.
- Briefing GSOC staff on changes, product launches/updates, major client implementations/go lives, other key events or deployments that may affect volume sat the GSOC.
- Suggesting efficiency improvements for the operation of the GSOC to the Regional Director including process and procedure improvements, quality improvements, cultural improvements etc.
Job Responsibilities:
To be successful in this role you will have at least four years’ experience working with a global client facing Service Desk. You must have demonstrable excellent client service skills in a high pressure, real time, multi-tasking environment. At least two years’ experience in a multi team manager’s role with total team size of at least 6 people.
You must also have the following essential skills:
- ITIL Foundation or above with an excellent understanding of ITIL Incident Management Processes and a high degree of familiarity with Problem, Change and Service management, or Industry Standard Help Desk Managers Certification from either the Help Desk Institute or the Service Desk Institute or regional equivalent.
- Cisco qualification of CCNA (or better) or demonstrable equivalent technical experience
- Demonstrable knowledge of MPLS, TCP/IP, OSPF, HSRP, BGP, RIP v2.
- Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
- Demonstrable experience supporting and troubleshooting Software As Service (SAAS) products.
- Working knowledge of industry standard ticketing tools including Remedy.
- Working knowledge of industry standard proactive alarm monitoring tools including Netcool.
- Working knowledge of Business Objects or similar reporting tool.
- Working knowledge of cloud components
- Strong technical acumen with ability to learn and be able to provide immediate solutions
- Ability to manipulate data into meaningful metrics and knowledge for client and management reporting solutions.
- Proven skills in managing problems across a range of products and services and across divisional and organizational boundaries.
- Demonstrable evidence of playing key role in management of Serious/Major Incidents and be familiar with the pressures associated with these types of Incidents.
- Experience of working in or supporting the Financial Services industry
- Evidence of working with or leading a team to achieve shared goals and ensuring that monthly service level agreements are met.
- Demonstrable ability to form effective relationships with internal departments and key business representatives
- You must have a strong work ethic and an energetic, influential, and diplomatic work style.
Job Requirements:
- Bachelor’s Degree or equivalent work experience.
- Strong technical background with Cisco CCNA or equivalent work experience.
- Experience in ‘translating’ technical information in to business appropriate language.
- Presentation skills and the ability to impart information in a concise and accurate manner.
- Experience in setting and /or measuring statistics, KPIs and other relevant metrics to demonstrate performance.
- Excellent oral and written communication skills in English, with additional languages being a plus
- Experience of market data products within the world of financial services.
- Varied exposure to Internet technologies and platforms.
- Experience of the trading lifecycle.
What’s in It for You?
At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
• Health Insurance Plan
• Group Term Life Insurance Plan
• Flexible PTO plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Global Tuition Reimbursement
• Global Certification Bonus Program
• Access to our E-Learning Platform – IPC University & LinkedIn Learning
• Structured Onboarding Program and Peer Mentor Support
• Enhanced Parental Leave
• Global Wellness Program
• Employee Referral Program
Further information about your benefits will be provided during your onboarding process.
Additional Information:
At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.
Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.
You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.
IPC’s Work Culture:
The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.
Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.