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Vice President, Global Service

2 weeks ago

Singapore IPC Systems Full time

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity. 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. At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply. Come be part of the new team that delivers ground-breaking products for our clients. **RESPONSIBILITIES** - Provide executive direction and functional oversight to the APAC based GSS organization - Develop a strong performance team of client operations managers, Tier 1 managers and Tier 2 managers" - Ensure consistent professional service and support delivery execution to customers - Execute employee & team integration initiatives, as needed - Meet all established SLA's, KPI's and Customer Satisfaction targets - Partner with cross-functional teams including Sales, Service Delivery, Product and Product Engineering to ensure seamless high-touch, superior support to IPC's customers - Manage resource allocation to accommodate shift patterns and service demands - Provide proactive resource modelling and reporting - Manage employee career development and staff rotation to achieve high morale and retention - Develop employee training schedule that aligns with technology requirements and career development. Ensure continuous development of technical skills - Review key operational processes and procedures to ensure best practices are adhered to, implement changes as required - Participate in regular Service Management meetings with key customers, vendors and partners - Provide escalation management as needed, including regular status updates to customer and internal stakeholders - Provide thought-leadership when participating or leading GSS strategic initiatives, in conjunction with VP Strategic Programmes - Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques - Ensure customer governance and change management processes are documented and followed - Participate in ISO27001 audits of engineering processes and documentation - A strong passion for leading a team with Diversity and Inclusion at its core **DESIRABLE EXPERIENCE/SKILLS/QUALIFICATIONS** - 5-8 years' experience managing a technical or operational customer facing organization, to at least an N-2 level, with budget accountability - Experience in the Financial Services industry and SaaS platforms preferred - Exceptional customer facing verbal and written communication skills - Experience with Networking, Data Protocols, PBX or Voice Recording technologies is a plus - Experience managing budgets, responding to RFI & RFP, commercial awareness and negotiation skills - Energetic and motivated leader with the ability to manage a 50+ team, in a fast paced, agile and at times demanding operational environment - Business and analytical capabilities, including budget management, capacity - efficiency analysis, and metrics analysis - Prior experience in process optimization, change management (ITIL experience ideal) **Education**: - Degree in Business Management or Technology or equivalent is essential.