Manager Support Delivery

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Full time

ABOUT US

We're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy.

We're unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

What to Expect?

  • Lead and manage the Swift support team, ensuring timely and effective resolution of customer issues.
  • Provide expert-level support for Swift-related queries, troubleshooting, and problem-solving.
  • Develop and implement support strategies to enhance customer satisfaction and retention.
  • Collaborate with internal stakeholders to identify and remediate recurring issues and improve service delivery.
  • Monitor support metrics and generate reports to track performance and identify areas for improvement.
  • Conduct regular coaching and performance management sessions for the support team to keep them updated on the latest Swift developments and best practices.
  • Act as the primary point of contact for escalated support cases, ensuring prompt and satisfactory resolution.
  • Foster a customer-centric culture within the support team, promoting empathy and proactive problem-solving.
  • Implement service improvement programs and lead the introduction of change to maximise performance (time, cost, quality).

What will make you successful?

  • University degree or equivalent experience in IT/Engineering.
  • Demonstrate ability in a technical services/operations environment within financial, telecoms and/or BPO industry, with a minimum of 8 years of team management experience.
  • Exposure to Customer Engineering / Operations / Services.
  • Proven track record of accountability: make significant decisions and actions on operational/tactical issues; initiative to deliver results under pressure, adversity and uncertainty with a full understanding of potential risks.
  • Demonstrate Operational Excellence: define, implement, and manage the highest standards of operational excellence through service delivery.
  • Penchant for innovation: translate creative ideas into plans and tangible outcomes; commitment to learn and develop self and others; drive and promote a continuous improvement approach for business processes and policies.
  • Commercially driven: promote and apply business/management principles to improve commercial performance by understanding Swift, the competition, and the market; champion changes that strengthen value proposition.
  • Customer relationship: establish, cultivate, and develop relationships with critical stakeholders, understand customer requirements and develop solutions; manage conflicting priorities whilst demonstrating and promoting the highest level of conduct and responsiveness.
  • Leadership: effectively form and mobilize teams to achieve common goals, drive team success through strong people management and professional leadership, respect and promote diversity, motivate and recognize unique contributions of each team member.
  • Communicate effectively: articulate business strategies and approaches in challenging circumstances; adjust communication style to optimize effectiveness; provide clarification of key corporate initiatives and messages; recognize and respect the points of view of others.

What we offer

We put you in control of your career.

We give you a competitive package.

We help you perform at your best.

We help you make a difference.

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone's voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don't meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.

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