Manager, Client Support (Hybrid)

The Manager of Client Support role is an integral member of the Client Service Team. The successful candidate will provide software application maintenance and support to our clients to minimize service disruption and facilitate operations. The position is responsible for ensuring all client SLAs are achieved, scheduling triage and testing of client incident submissions, assigning priority items, monitoring email and client correspondence and engaging with all internal teams to facilitate support. This role also requires support of all critical client Production events, known as Code Red incidents, facilitating the participation of all critical teams and associates.

This position also involves dealing with the client service team, to manage expectations and provide high level estimates on testing effort. Conversing with clients over the phone and via e-mail to investigate, resolve problems and answer questions on the RPM/Winfund/ Dataphile suite of products. The qualities we seek in candidates are a combination of industry knowledge, people skills, professionalism, client facing experience, initiative, adaptability, and the ability to deliver regardless of obstacles with enthusiasm and efficiency.

Key Job Functions/Responsibilities

• Training, management, support and goal setting of staff

• Providing guidance for problems and questions

• Participating in business meetings

• Primary responsibility is to ensure the availability and functionality, to clients, of all RPM/ Winfund/ Dataphile products with minimum downtime

• Managing client and CSR expectations on P1 production issue. This includes escalations of P1 production issues in accordance with the escalation policy

• Review of incoming client items to ensure enough content/ information is provided to allow for efficient triage

• Ensure Client issues are addressed by priority

• Management of all inbound client ASP/ SaaS Client activity requests to ensure that they are processed in a timely manor

• Directly supervises On-call services in relation to 7X24 support. This includes the scheduling and maintenance of On-Call After hours resources for Dev/DBA/IT/ CS

• Monthly payroll for On-Call afterhours staff, including PAF work

• Work closely with other departments in the company to determine root cause and future action for client incidents. 

• Work closely with other departments in the company to provide guidance and clarification to clients

• Ensure Service Level Agreements (SLA) policies are adhered to and suggest or provide technical solutions on application problems

• Manage the set up and documentation of production issue logging

• Attend the DEFREV meeting to review and provide approval to convert items, as well as review of WAD response to go back to the clients

• Attend Daily stand-up meetings, weekly ASP scheduling meetings and other call/ meetings as required

• When needed convert of defect and or data-scripts once approved

• Coordinate and prioritize Client Support issues between Development, Quality Assurance, and Client Services Representative (CSR) teams.

• Ensure staff are updating statuses and tracking P1 items within the Client Support area to bring forth a speedy resolution to such items

• Provide short term solutions

• Manage the communications of P1 items to all relevant parties (senior management, various other teams).

• Work collaboratively with the CSR team and Subject Matter Experts (SME) to gain a better understanding of client items and RPM's processes

Manage client submission communications: 

• Work as designs

• Back to client retest

• Back to client for additional information

Additional duties

• Telephone support for back office clients

• Back office triage and testing

• Review of project request for Back office and some BA for regulatory changes

• Project request for MNT type project to be opened in RTracker and Smart IT

• Project request for Client funded Projects in RTracker and Smart IT

• Continuously gain a better understand of all of the processes within RPM/ Winfund/ Dataphile and the work flow time lines

• Create and maintain a flow matrix of Client Support items and how associated tickets will flow

• Practitioner Audit

Basic Skill Level Requirements

Education:

• Post-secondary education or equivalent experience desired

Experience:

• Wealth Management and/or brokerage and securities experience an asset

• Minimum 8-10 years Brokerage industry

Skills/Tools:

• Strong multi-tasking abilities to manage their time and competing interests

• Solid understanding and experience within the Canadian wealth management industry (preferably in banking, funds, or transfer agencies)

• Previous client facing experience in a fast-paced environment

• Proactive “service-first” and “trainable” attitude

• Excellent written and verbal communication skills

• Exceptional organizational skills, with proven experience prioritizing work and handling several projects at a time are essential for success. Candidate must be able to respond to changing demands and priorities

• Superior problem-solving skills with strong analytical abilities

• Good judgment and decision-making skills

• Ability to work well under pressure while handling difficult customers professionally

• Knowledge of software development (SDLC), implementation and quality assurance methodologies is an asset

• Bilingual (English/French) is preferred but not required