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Operations Manager of Regulatory Software

2 weeks ago

Ho Chi Minh City, Vietnam Compliance Solutions Strategies Full time

Company Overview

As a leading global technology solutions provider to the investment management industry, Confluence helps clients solve complex investment data challenges across the front, middle and back office. From innovative portfolio analytics to regulatory and financial reporting solutions, Confluence invests in the latest technology and data and in its team of industry experts to meet the evolving needs of asset managers and service providers. Headquartered in Pittsburgh, PA, Confluence services over 400 clients in 40 countries, with locations across Europe, North America, South Africa, Australia and Asia.

Job overview
At Confluence, our Operations Manager will manage a team of 25 Data Analysts, Business Analysts and Support Managers within our Client Delivery group. The Operations Manager is tasked with streamlining service processes to ensure that support teams have the tools they need to succeed to provide clients with high-quality experiences. Other responsibilities include:

- Assist in improving the speed and quality of support.
- Onboarding and training new support team members.
- Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
- Working closely with product teams to understand and give input into product changes relating to the client service department.
- Assisting with the design and rollout of new support channels and service offerings.
- Managing schedules of team members according to client demand and any service level agreements.
- Developing and maintaining standard operating procedures for common situations.
- Preparing performance reports by collecting and analyzing data from the client service functions.
- Identifying and acting to remove obstacles to delivering consistently high levels of service.
- Leading and supporting client service teams through required changes.
- Working closely with senior management to help client service deliver on their components of overall company goals and objectives.

**Requirements**:

- Bachelor’s degree in Mathematics, Statistics or related field
- Experience managing a team of 10 or more people.
- Strong SQL knowledge
- Strong data analysis skills

Essential skills
- High attention to detail
- Safeguards integrity of sensitive client data
- Excellent verbal and written communication skills in English.
- Communicates clearly, consistently and efficiently, both verbally and in writing to clients
- Strong analytical and quantitative background
- Advanced problem-solving capabilities with the ability to articulate complicated concepts to team members and clients
- Excellent time management, and able to manage deadlines
- Willing to put in long hours when needed to meet deadlines
- Ability to travel as needed

Other duties will be assigned as the above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

Confluence Technologies Inc. is an Equal Opportunity Employer.

We are committed to providing equal opportunities regardless of age, gender, religion or ethnic origin and we give full and fair consideration to the employment and career development of disabled persons, commensurate with their aptitudes and abilities.