Role Purpose
The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will oversee Calastone’s production technology systems, for the on-boarding of clients and for the facilitation of the QA team in testing of new code to enable new products, functionality and clients.
This is a management role. All aspects of managing a client facing financial support organization are skills that this job holder will be expected to display.
Key Responsibilities
- Proactively monitor the production services.
- Mentor and manage the Taipei team.
- Provide first line assistance to Calastone’s internal and external customers.
- Act as the incident manager for service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
- Conduct regular staff knowledge reviews and round tables. Ensure any knowledge gaps are escalated. Work with APAC and European Operations Manager to improve team knowledge and drive up the 1st line fix rate.
- Proactively contact clients to develop relationships and to ascertain service satisfaction. Up-sell services and gather intelligence about the client; escalate and engage Calastone management as required.
- Act as initial escalation point for all referrals out of the APAC region.
- Work with the implementation teams to ensure that Client Delivery have satisfied all pre-production checks/tests before they are released into production.
- Provide oversight of code releases; ensure communication with QA and Development teams to facilitate release. Ensure any necessary client communications are produced and dispatched in a timely manner.
- Work with, and communicate to, all customers and internal technical staff during implementations.
- Maintain Calastone’s reputation for high-quality service support and delivery.
- Contribute to all aspects of general business improvement.
- Availability for on-call on an approved rota basis.
Required Knowledge & Experience
- Incident management, application support and operations in a client facing, financial environment.
- This role serves as the Deputy Change Manager with change approval authority. Knowledge of ITIL Change Management is essential.
- Experience of project delivery life-cycles, in accordance with industry best practice. A thorough knowledge of ITIL is beneficial.
- Facilitate experience of transactional/real-time services in the banking industry – either wholesale or retail.
- Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/certification techniques and secure FTP environments.
- Knowledge of Salesforce or similar application is essential.
Person Specification
- Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
- Team player in multi-disciplined environment.
- Strong work ethic and entrepreneurial approach.
- Passionate about quality and ‘getting it right’.
- Highest levels of professionalism, transparency and integrity.
- Willing to pursue a problem through to root cause identification.
- Attention to detail.
- Balanced individual able to critically appraise own strengths and weaknesses.
- An example setter by deed as well as words.
- Needs to be able to hold their corner and to be able to deal with a spirited work environment.
- Flexible attitude and willingness to work alternative shift pattern should that be necessary (especially during training period).
A shift system is in operation.
Our commitment to Diversity and Inclusion
The company is committed to building a diverse, equitable, and inclusive workplace where all employees can thrive, contribute their best and achieve their full potential. We ensure that all recruitment, promotion, and reward decisions are capability-based without regard to protected characteristics. We want you to perform at your best in the recruitment process; if you require any reasonable adjustments for any part of the recruitment process, please let us know.
