• Associate Service Manager

    Job Locations US-Culpeper
    Job ID
    2019-6091
    Category
    Customer support (technical)
  • Company & department description

    About SWIFT

    SWIFT is world’s leading provider of secure financial messaging services. Our messaging platform, products and services connect more than 11,000 institutions. We enable our global community of users to communicate securely, exchanging standardized financial messages in a reliable way, thereby facilitating global and local financial flows, and supporting trade and commerce all around the world.

    2,800+
    employees

    70+
    nationalities

    200+
    countries

    25
    global offices

     

     

    Responsibilities

    SWIFT offers Premium Plus Support packages that suits the specific needs of high-volume organizations with complex infrastructures. It includes amongst others high levels of proactive support and personalized incident management. A key component of the Premium Plus service is the assignment of a Service Manager, who sets up, maintains and oversees all deliverables of the support service. Your main objective will be to reduce operational risk and increase customer resilience. For this role we are looking for a candidate, with a good command of SWIFT’s products, services and applications and with excellent English communication skills.

    • Build and maintain long-term relationships with customers.
    • Set up, maintain and provide oversight on all deliverables of the Premium Plus Service, including monitoring of critical systems, health checks, troubleshoot training, escalation contacts and procedures.
    • Promote and propose change in the customer environment for resilience and optimisation of their use of SWIFT products and services.
    • Identify and drive process and tool improvements.
    • Be a contact for the local Account Managers with regards to the promotion of support services
    • Contribute to the team activities (regular meetings, publishing a monthly newsletter, organizing Premium Services Form)

    Qualifications

    • University degree in IT, Engineering, Science or equivalent
    • 0-2 years of experience in Technical Support, Operations or Project Management, of which exposure to SWIFT Products and Services is highly desirable
    • Strong oral and written communication skills in English. Knowledge of Spanish is a plus.
    • Working directly with customer or customer facing experience is desirable
    • Troubleshooter, organised and being able to build and maintain relationships

    What we offer

    • Competitive salary and bonus with exceptional benefits /100% company paid Medical/Dental/Vision/Life Insurance
    • 401(k) matching
    • Excellent training and career development opportunities
    • Career Advancement
    • 4 weeks paid vacation & 12 Holidays
    • Friendly, professional, stable working environment where one can grow in their career
    • Casual/Professional Environment
    • Company Paid Gym Membership
    • Tuition Reimbursement
    • Company Functions & Community Outreach Programs 

    SWIFT is an Equal Opportunity Employer

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