Technical Service & Support Manager - Lead From the Front

About BankClarity: 

BankClarity provides a global Banking Hub as a single interface for all transactional and treasury activity for firms that manage multi-party, multi-banked, cross-border financial transactions. Fully integrated with accounting systems and leading banks, BankClarity serves some of the world's most complex and heavily regulated global institutions. 

The Opportunity: 

  • BankClarity is at the forefront in the transformation of financial services 
  • Opportunity to build and innovate, effecting real change within the business 
  • Join a fast paced solution focused team 
  • Highly talented and experienced team within a flexible working environment 
  • Individuals with Fintech experience, domain knowledge and credentials will be in high demand for many years to come 
  • All employees are invited to participate in the ownership of BankClarity 

The Role: 

  • Develop and continually improve the existing Service & Support framework to meet the demands of a growing business 
  • Implement a cloud-based support ticket system to move clients off use of Outlook inbox 
  • Triage all incoming service and support queries which are often of a technical nature 
  • Improve FPOC closure rates and direct clients to guides and self-service where possible, 
  • Hand off to Engineering team where more complex issues can be reviewed and assessed for bugs/fixes required. 
  • Build and maintain client relationship, provide feedback and progress updates 
  • Build and deliver client / management reports on activity and trends 
  • Become a BankClarity Application SME 
  • Write new support guides and build knowledge centre 
  • Actively feedback to Product Lead on trends, recurring issues with ideas for solutions, enhancements. 

Skills & Experience: 

  • Problem Solver 
  • Experience within a Corporate Service Provider; Fids/Funds/Family Office, or someone with Banking experience in Operations or Customer Service 
  • Technical/Digital support experience ideal or a willingness to learn new technology 
  • Customer Service experience is not essential - but the candidate must have a desire to investigate issues, provide solutions and maintain a customer centric focus. 
  • Able to work on own, manage conflicting priorities, work well under pressure and be ready to collaborate and learn something. 

How to Apply: 

To apply, please send a covering letter and a copy of your CV to [email protected]