• Operational Account Manager

    Job Locations UK-London | BE-Brussels area
    Job ID
    2019-6199
    Category
    Customer support (technical)
  • Company & department description

    SWIFT provides the platform, messaging, standards, and products & services to over 10.500 customers in 215 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.

    Responsibilities

    SWIFT offers 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 an thorough knowledge 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 (hosting meetings, publishing a monthly newsletter, organizing annual Premium Services Form)

     

     

     

    Qualifications

    •University degree in IT, Engineering, Science or equivalent

    •7 years experience in Technical Support, Operations or Project Management, of which at least 3 years related to SWIFT Products and Services is highly desirable

    •Solid technical background, with good understanding of SWIFT’s products, services and applications, including SWIFTNET and FIN messaging, PKI, Standards, Interfaces, Ordering & Provisioning, Customer Support

    •Strong oral and written communication skills in English.

    •Troubleshooter, well organised and able to build and maintain relationships

     

    What we offer

      A competitive salary and a generous range of benefits.

      A truly international environment with main hubs across 3 continents and since we are a relatively small company, we can still operate fast

      We are an Equal Opportunity Employer promoting a culture of continuous development. We support each employee to develop critical competencies in line with career aspirations and SWIFT business needs. Including online and professional courses, hands-on training, internal mobility and excellent networking opportunities.

     

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