Service Manager

About the Role

SWIFT provides the platform, messaging, standards, and products & services to over 11.000 customers in more than 200 countries and territories.

Our employees are the foundation of this success. SWIFT has an unique corporate mindset, where diversity, personal development and networking are actively encouraged. And we think you'll like our office culture, built around the way we work to achieve a healthier work/life balance.

If you want to be part of our dynamic, multi-cultural institution with over 2400 employees of 75 nationalities, in 26 offices worldwide, then explore the vast opportunities, rewards and internationally competitive packages that we are waiting for you here at SWIFT.

SWIFT Asia Pacific is looking for an ambitious individual to be part of a team performing service management in China. This role allows the chosen individual to engage with customers from a service management perspective. To help address the growing needs of the financial services community in relation to SWIFT, as they navigate the ever increasing complexity of financial systems. You will have the chance to help service some of SWIFT's most cutting edge solutions.

What to expect:
- Setup and maintain long-lasting client relationships and build client satisfaction with designated customers expecting operational excellence at all times.- Set up, maintain and provide oversight on all deliverables of the Advanced Support and Care Services, including but not limited to service meeting, reporting, monitoring of critical systems, health checks, troubleshoot training, escalation manual maintenance.- Act as a single point of contact for any operational aspect between the customer and SWIFT. Coordinate actions within SWIFT and ensure consistency towards the customer.- Build and maintain networks within SWIFT and with the customer at supervisory level, to ensure fast and efficient resolution of issues.- Organize health checks on customers operational environment and ensure systems are aligned as per best practices recommend by SWIFT.- Promote and propose change in the customer environment for resilience and optimization of their use of SWIFT products and services.- Identify and drive process and tool improvements.- Contribute to the team objectives, including input and review of the monthly Premium Plus Service newsletter, involvement in the yearly Premium Services Forum.- Provide technical support to the commercial staff by participating in technical reviews.

What will make you successful:
- University degree in Computer Science or IT related fields, or equivalent experience- 5-7 years’ experience within the area of technical support and/or operations, of which at least 4 years within a banking or financial, environment.- Knowledge in various Operating Systems, Networking technologies and modern integration techniques and technologies- Experience in one or more of the following would be advantageous- Knowledge of SWIFT products, services and solutions- Experience in market infrastructure (i.e., central bank, stock exchange, clearing house, central securities depository,...) systems or operations- Experience supporting complex accounts within Customer Support.- Project experience with commercial background and customer interaction.- Willing to travel

Skills required:
- Fluent in English, proficiency in Chinese will be a plus- Good knowledge of Windows Server, AIX or Linux,- Knowledge of Alliance interfaces is an asset- Strong analytical skills- Excellent communication, coordination and planning skills- Be able to work under pressure at customer location- A team player, willing to work in a multicultural environment

You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below:
- Peter Benz
- Head of EMEA Service Management (Division Head)- Wai-Lim Liu
- Service Manager (Team Member)- Polly Ip
- Recruiter for the position.

What we offer
- We put you in control of career
- We give you a competitive package
- We help you perform at your best
- We help you make a difference
- We give you the freedom to be yourself
- We give you the freedom to be yourself. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of_
- age, background, culture, colour, disability, gender, nationality, race, religion_
- , or veteran/military status._