TechOps-DE-AMS-CSFunctional-Senior

Career FamilyTechnology Consulting

Role TypeClient Services Operational Consultant

The opportunity

As a Client Services Operational Consultant lead you will be working in a team team that provides first and second level technical support to our customers using the Wealth and Asset Management platform. Your role will be essential in ensuring our customers satisfaction and loyalty by efficiently resolving their problems and providing high-quality assistance.

Your key responsibilities

• Responding to customer requests by telephone e-mail or through a ticketing system providing 2nd line application support for production issues from initial contact through to resolution and documentation including root-cause identification and preventative action collaborating with business users and technology teams to resolve issues in a timely manner with appropriate solutions.
• Providing subject matter expertise and use of incident/problem management/prioritisation skills in the support of critical Investment business processes
• As familiarity with the platform grows analysing customer business requirements and identifying solutions using the applications and systems available collaborating with development teams to resolve complex issues and implement system enhancements.
• Manage customer data: reference the authorizations and portfolio rights assigned to customer users and supervise the maintenance of the asset repository with the Global Data Management teams.
• Customer training: Participate in the training of new users on our platform guiding them through key functionalities and helping them solve common problems
• Documentation: Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems solutions and best practices in order to facilitate rapid problem resolution.
• Follow-up and escalation: Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary escalate complex issues to the development team or other relevant departments.
• Monitoring and management of KPIs (Key of Performance Indicators)
• Continuous improvement: Identify trends and gaps in customer support and suggest improvements to optimize processes and the overall support experience.

Skills and attributes for success

As the Client Services Operational Lead you must have having experience in

• Order management
• Data management
• Middle Office Processing
• Users & portfolios Modelling
• Customer focus: Ability to understand customer needs develop strong relationships and deliver high quality personalized service. Ability to translate Amundi Technologys offering into value for customers. Willingness to go beyond expectations to solve problems and deliver an exceptional customer experience
• Excellent communication and presentation skills: Ability to communicate clearly and persuasively both in writing and orally with customers at different hierarchical levels and internal teams.
• Excellent analytical and problem-solving skills.
• Ability to effectively manage multiple customer requests prioritize and meet deadlines

To qualify for the role you must have.

• Relevant university degree preference for finance mathematics physics computer science or related degrees
• 4-7 Years of relevant experience within the Asset Management industry or within FinTech supporting Asset Managers
• Experience of incident/issue management in a customer-facing role is essential working with or supporting complex business applications
• Good appreciation of general IT processes and best practices.
• Familiarity with support and documentation tools such as Jira and Confluence would be beneficial.
• Knowledge of Investment value chain Front-to-Back Office processes
• Experience of guiding and mentoring more junior staff would be advantageous.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina China India the Philippines Poland and the UK and with teams from all EY service lines geographies and sectors playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants we offer a wide variety of fulfilling career opportunities that span all business GDS you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Well introduce you to an ever-expanding ecosystem of people learning skills and insights that will stay with you throughout your career.

• Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Well provide the tools and flexibility so you can make a meaningful impact your way.
• Transformative leadership: Well give you the insights coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.