This Technical Experience Manager position is predominantly customer facing with a particular focus on bridging technology & business gaps for our clients participants. The individual is responsible for fostering business technology relationships in support of Client volume growth.
Strategically, the position will constantly support & seek to improve client and business aligned technology service through constant cycles of agreement, execution, monitoring, reviewing and reporting. The position will be in a constant state of evolution in direct alignment with Client's Technology Strategy, Enterprise Initiatives and Corporate Goals.
Key Accountabilities:
Customer Technology and Service Relationship Management
- build, maintain & advocate technical account relationships w/ key market participants
- partner with and directly support the Global Relationship Manager
- Advocate for, support & build Client frameworks such as Design Thinking, Lean, Agile, etc.
- Provide leadership, oversight and collaboration of client service delivery
- Provide leadership, oversight and collaboration of client service support
- continuously assess value of technology services with key market participants
- contribute to service improvement policy & processes for key market participants
- responsible for documenting client end to end environment and ensuring transparency to all internal teams as appropriate
- responsible for constant iteration & development of tools, goals, process, measurement, collaboration, training, communication and standards for client Technical Experience Management
- relentlessly drive to satisfy key customer experience outcomes with our Clients' Clients
Business Technology Liaison
- manage and maintain our Clients' Client Experience data/information/insights repository
- provide periodic status reporting to management, ensure all reports are available and transparent as appropriate
- derive and represent customer requirements for technology services
- identify/quantify/escalate business and application functionality issues
- ensure timeliness of issue resolution across technology subunits
- directly support Clients Business Development/Sales representing Clients technology
Vendor Coordination
- coordinate vendor activities within Clients process framework
- build, maintain and advocate relationships with key market vendors on behalf of Clients business management and participants
- report on market vendor activities & participant consumption in the Clients Markets
- manage vendors strategically by measuring and acting on existing service level frameworks and manage vendors tactically during issues affecting participants
- manage vendor costs and contracts for Clients
Required Experience
- Minimum 5 years financial industry technology experience directly supporting business units.
- Experience leading & participating in large scale technology projects
- Experience leading or participating in business development efforts
- Experience leading financial industry service & support management organizations
Required Skills
- Strong understanding of the financial industry and various market models
- Project Management, ITIL or Design Thinking skills required. Certifications highly desired
- C-Level management interaction ability, particularly CIO/CTO
- Highly proficient verbal and written communication skills
- Strong negotiation & collaboration skills
- Self-motivated team player with the ability to work with no supervision
- Highly proficient with Microsoft Office applications including Word, Excel, Outlook, Project and Visio
- Ability to create and present quality business presentations and UX presentations
- Ability to create detailed network, application connectivity & data flow diagrams
- Ability to analyze business & technology volume data
- Ability to multitask in highly volatile & dynamic environments
Competencies
Result Driven
Drive, focus and commitment to deliver results that meet customer, project and corporate requirements
Customer Focus
Ability to appreciate the needs of internal and external customers and colleague's business priorities. Act accordingly to deliver the required results
Teamwork
Internal communication is always a team effort. It is important to have the ability to interact positively and confidently with others and have the resilience, determination and focus to succeed in shared objectives
Operational Excellence
Must have a passion for quality and a practical focus on getting the right results in the right way. Must constantly demonstrate professionalism & pride in the organization and toward the Clients brand.
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