Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0% Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. About the team The FIS Treasury and Risk Client Experience Team supports the FIS Treasury SaaS platform Integrity. Primarily working with our Premier and Premier plus Integrity clients, assisting them with any service requests, service Incidents, service reviews owning the end to end relationship. What you will be doing: In this role, you will be managing the service side of the client relationship including escalation, effective oversight of client production support, execution of account plan activities, building of relationships with client contacts and management of the Premier and Premier plus clients. Develops strong working relationships with assigned clients and FIS resources. Manages and communicates expectations internally and externally. Manages the service component of the client relationship. Conducts service value reviews. Educates clients on various FIS processes and procedures assisting with awareness, navigation, and self-help tools (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items. Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings. Acts as an escalation point between client and request desk. Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent. Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty. In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt. Provides oversight on commitment requests including setting up commitment in system, participating in project kick-offs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time. Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager. May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering. Education Requirements: Bachelor's degree in business or related field or the equivalent combination of education, training, or work experience. What you bring: Communicates ideas both verbally and in written form in a clear, concise, and professional manner Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business Ability to understand and apply concepts Ability to handle projects commensurate with job expectations Ability to analyze and solve problems using learned techniques and tools Requires human relations, negotiation, and documentation skills Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally Flexibility, versatility, dependability Strong communications skill, both verbally and written Strong organizational skills Added bonus if you have: Previous experience working in a Treasury environment Technical knowledge of contracts and legal documents What we offer you: A competitive salary A modern, international work environment and a dedicated and motivated team The chance to work on some of the most challenging, relevant issues in financial services & technology. A broad range of professional education and personal development possibilities - FIS is your final career step! Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
Jul 29, 2025
Full time
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 0% Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. About the team The FIS Treasury and Risk Client Experience Team supports the FIS Treasury SaaS platform Integrity. Primarily working with our Premier and Premier plus Integrity clients, assisting them with any service requests, service Incidents, service reviews owning the end to end relationship. What you will be doing: In this role, you will be managing the service side of the client relationship including escalation, effective oversight of client production support, execution of account plan activities, building of relationships with client contacts and management of the Premier and Premier plus clients. Develops strong working relationships with assigned clients and FIS resources. Manages and communicates expectations internally and externally. Manages the service component of the client relationship. Conducts service value reviews. Educates clients on various FIS processes and procedures assisting with awareness, navigation, and self-help tools (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items. Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings. Acts as an escalation point between client and request desk. Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent. Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty. In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt. Provides oversight on commitment requests including setting up commitment in system, participating in project kick-offs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time. Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager. May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering. Education Requirements: Bachelor's degree in business or related field or the equivalent combination of education, training, or work experience. What you bring: Communicates ideas both verbally and in written form in a clear, concise, and professional manner Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business Ability to understand and apply concepts Ability to handle projects commensurate with job expectations Ability to analyze and solve problems using learned techniques and tools Requires human relations, negotiation, and documentation skills Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally Flexibility, versatility, dependability Strong communications skill, both verbally and written Strong organizational skills Added bonus if you have: Previous experience working in a Treasury environment Technical knowledge of contracts and legal documents What we offer you: A competitive salary A modern, international work environment and a dedicated and motivated team The chance to work on some of the most challenging, relevant issues in financial services & technology. A broad range of professional education and personal development possibilities - FIS is your final career step! Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
Are you someone who enjoys solving problems and loves taking on new challenges? Are you an ardent learner who is always looking to improve? Want to learn more about financial products? Great news, we might have an exciting career opportunity for you! Citi, the leading global financial services company, does business in over 100 countries, providing consumers, corporations, governments and institutions with a range of financial products and services. Our Markets & Banking business is a global leader in banking, capital markets, and transaction services, with a presence in many countries dating back more than 100 years. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity. Citi is a leader in financial services technology, building and operating innovative systems that process millions of transactions and trillions of dollars daily. Citi is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence. Team: The Rates E-Trading production Support team provides core technical support to the Rates Fixed Income Trading Desks for EMEA. The key areas of expertise within the team include product pricing & analytics, risk and PnL management, order and offer management, and market trade execution systems. Successful candidates will have the chance to learn both the business side of these areas, and also about the technologies which support them. You will also work closely with other technology teams for support of the associated infrastructure and process components. Role: The team is largely client facing and has a significant amount of interaction with the Trading desks and E-Commerce. You will have the opportunity to further develop knowledge of financial markets - including the Marketview trading platforms, as well as in-house developed processes and applications. These provide electronic trading functionality for the Fixed Income Front Office business groups for pricing analytics, offering generation and execution. The successful candidate will also have the opportunity to manage projects implementing and maintaining automated tools and monitoring solutions used by the Support team. Responsibilities: Working as a senior member within the team responsible for the delivery and support of IT services to the following Capital Markets Products Line, providing 1st and 2nd line trade floor support. Trading products to include (but not an exhaustive list) : Government Bond / US Treasuries Interest Rate Swaps Inflation Linked Securities Specific systems within Rates E-Trading areas that that the team is responsible for are:- (non-exhaustive list) ION / Marketview Citi Velocity ITRS (Monitoring Software for platform) Providing functional and technical help around the relevant systems to users by (not exhaustive) Ensure correct pricing of instruments Dealing with Risk & PnL Issues reported by users Dealing with trade execution & processing / booking Work within the 24x7 rota, this is on an "on-call" basis. Manage customer relations when dealing directly with both internal and external users of the systems. Liaise with users and developers and other technical support services (i.e. Unix SA's, Market Data Teams) Diagnosis and resolution of users issues and escalation of problems using the problem management tools Other key responsibilities (not exhaustive): Assist in development / scripting / maintenance of tools that can be used by team both to automate manual tasks and assist in monitoring of key business / application analytics Understanding and documenting business requirements Proactive monitoring of the E-Trading platform with on-going maintenance of monitoring Interaction with business support groups (e.g. E-Commerce / Middle Office / Quant Analysts) Development: Ability to work as part of a truly global team. First class technical and business training from well-established team. Gain experience in liaising with Trading/Sales and Middle Office Counterparts. Opportunity to work with new and cutting edge technologies such as OpenShift/Docker/Kibana, and well as expanding skillset in established technologies such as TIBCO EMS/Oracle/Unix/Linux/Gemfire to name a few. Knowledge/Experience: Working knowledge of Sybase SQL. (Able to build ad hoc SQL queries) Working knowledge of UNIX (Solaris/Linux). (Able to navigate the system and know the core administration functions) Desirable: Basic Business knowledge/ understanding of financial markets and products. Coding / scripting experience preferable (any language) Experience with real-time monitoring systems such as ITRS Netagent. Skills: Strong analytical skills & attention to detail IT (spreadsheet/analytical/modeling skills) Positive attitude and keen to learn. Good communication and interpersonal skills. Ability to work under stress and time constraints. Desirable: Job scheduling tool such as Autosys. Issue tracking and reporting using tools such as JIRA Knowledge/ experience of problem Management Tools. Good all-round PC skills. (I.e. Windows OS / Networks / General Hardware) Take advantage of this exciting opportunity and apply today! Qualifications: Bachelor's Degree OR equivalent experience What we Offer (Specific per region) As well as a competitive salary and consideration for a yearly discretionary bonus Citi offer; Award winning pension scheme Life assurance and Private medical insurance with BUPA healthcare. In addition, we offer a competitive maternity, paternity and adoption leave scheme and employees also have the option (provided they have a student loan from the Student Loan Company) to divert saver and company match contributions to their student loan. We pride ourselves on our ability to offer employees a number of lifestyle benefits including; on site restaurant and coffee shops, online shopping and concierge service and subsidized clubs and societies. Our select benefit package offers you the opportunity to customize your benefits according to your own lifestyle preferences and includes corporate discounts, memberships and a range of additional extras. Our vast range of diversity networks and on site multi faith room demonstrates Citi's commitment to growing a diverse workforce. Job Family Group: Technology Job Family: Applications Support Time Type: Full time Most Relevant Skills Please see the requirements listed above. Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi . View Citi's EEO Policy Statement and the Know Your Rights poster.
Jul 25, 2025
Full time
Are you someone who enjoys solving problems and loves taking on new challenges? Are you an ardent learner who is always looking to improve? Want to learn more about financial products? Great news, we might have an exciting career opportunity for you! Citi, the leading global financial services company, does business in over 100 countries, providing consumers, corporations, governments and institutions with a range of financial products and services. Our Markets & Banking business is a global leader in banking, capital markets, and transaction services, with a presence in many countries dating back more than 100 years. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity. Citi is a leader in financial services technology, building and operating innovative systems that process millions of transactions and trillions of dollars daily. Citi is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence. Team: The Rates E-Trading production Support team provides core technical support to the Rates Fixed Income Trading Desks for EMEA. The key areas of expertise within the team include product pricing & analytics, risk and PnL management, order and offer management, and market trade execution systems. Successful candidates will have the chance to learn both the business side of these areas, and also about the technologies which support them. You will also work closely with other technology teams for support of the associated infrastructure and process components. Role: The team is largely client facing and has a significant amount of interaction with the Trading desks and E-Commerce. You will have the opportunity to further develop knowledge of financial markets - including the Marketview trading platforms, as well as in-house developed processes and applications. These provide electronic trading functionality for the Fixed Income Front Office business groups for pricing analytics, offering generation and execution. The successful candidate will also have the opportunity to manage projects implementing and maintaining automated tools and monitoring solutions used by the Support team. Responsibilities: Working as a senior member within the team responsible for the delivery and support of IT services to the following Capital Markets Products Line, providing 1st and 2nd line trade floor support. Trading products to include (but not an exhaustive list) : Government Bond / US Treasuries Interest Rate Swaps Inflation Linked Securities Specific systems within Rates E-Trading areas that that the team is responsible for are:- (non-exhaustive list) ION / Marketview Citi Velocity ITRS (Monitoring Software for platform) Providing functional and technical help around the relevant systems to users by (not exhaustive) Ensure correct pricing of instruments Dealing with Risk & PnL Issues reported by users Dealing with trade execution & processing / booking Work within the 24x7 rota, this is on an "on-call" basis. Manage customer relations when dealing directly with both internal and external users of the systems. Liaise with users and developers and other technical support services (i.e. Unix SA's, Market Data Teams) Diagnosis and resolution of users issues and escalation of problems using the problem management tools Other key responsibilities (not exhaustive): Assist in development / scripting / maintenance of tools that can be used by team both to automate manual tasks and assist in monitoring of key business / application analytics Understanding and documenting business requirements Proactive monitoring of the E-Trading platform with on-going maintenance of monitoring Interaction with business support groups (e.g. E-Commerce / Middle Office / Quant Analysts) Development: Ability to work as part of a truly global team. First class technical and business training from well-established team. Gain experience in liaising with Trading/Sales and Middle Office Counterparts. Opportunity to work with new and cutting edge technologies such as OpenShift/Docker/Kibana, and well as expanding skillset in established technologies such as TIBCO EMS/Oracle/Unix/Linux/Gemfire to name a few. Knowledge/Experience: Working knowledge of Sybase SQL. (Able to build ad hoc SQL queries) Working knowledge of UNIX (Solaris/Linux). (Able to navigate the system and know the core administration functions) Desirable: Basic Business knowledge/ understanding of financial markets and products. Coding / scripting experience preferable (any language) Experience with real-time monitoring systems such as ITRS Netagent. Skills: Strong analytical skills & attention to detail IT (spreadsheet/analytical/modeling skills) Positive attitude and keen to learn. Good communication and interpersonal skills. Ability to work under stress and time constraints. Desirable: Job scheduling tool such as Autosys. Issue tracking and reporting using tools such as JIRA Knowledge/ experience of problem Management Tools. Good all-round PC skills. (I.e. Windows OS / Networks / General Hardware) Take advantage of this exciting opportunity and apply today! Qualifications: Bachelor's Degree OR equivalent experience What we Offer (Specific per region) As well as a competitive salary and consideration for a yearly discretionary bonus Citi offer; Award winning pension scheme Life assurance and Private medical insurance with BUPA healthcare. In addition, we offer a competitive maternity, paternity and adoption leave scheme and employees also have the option (provided they have a student loan from the Student Loan Company) to divert saver and company match contributions to their student loan. We pride ourselves on our ability to offer employees a number of lifestyle benefits including; on site restaurant and coffee shops, online shopping and concierge service and subsidized clubs and societies. Our select benefit package offers you the opportunity to customize your benefits according to your own lifestyle preferences and includes corporate discounts, memberships and a range of additional extras. Our vast range of diversity networks and on site multi faith room demonstrates Citi's commitment to growing a diverse workforce. Job Family Group: Technology Job Family: Applications Support Time Type: Full time Most Relevant Skills Please see the requirements listed above. Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi . View Citi's EEO Policy Statement and the Know Your Rights poster.
Head of Client Service Excellence page is loaded Head of Client Service Excellence Apply locations Cannon Street, London time type Full time posted on Posted 2 Days Ago job requisition id R_15017 Job Title Head of Client Service Excellence Job Description So, who are we? Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Your role in the Team's Success IG Group's Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards. This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the "north star" for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations. What you'll do Service Excellence Leadership Conduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models Establish what "digital service excellence" means for our diverse clients, future audiences and complex product portfolio Future vision and strategy development Define the future state of IG Group's global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services Drive the evolution from reactive support to proactive, predictive, personalised customer engagement Digital transformation partnership Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery Champion omnichannel digital service delivery across web, mobile, and emerging platforms Ensure digital initiatives are grounded in proven service excellence methodologies Performance framework design Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance Develop dashboards and analytics that provide real-time insights into digital transformation progress Technology strategy and innovation Evaluate and recommend next-generation customer service technologies and platforms Lead the strategic development of generative and agentic AI, and other self-service capabilities Design intelligent routing and escalation frameworks that optimize both automation and human expertise Champion the integration of customer data and analytics to drive personalized, predictive service experiences Cross-functional collaboration Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives Work with product teams to integrate service capabilities into client-facing platforms Engage with risk and compliance teams to embed regulatory requirements into digital service design What we are looking for Customer excellence experience Several years leading customer service strategy and/or operations with demonstrable excellence outcomes Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%) Experience designing and implementing digital-first service models at scale Proven ability to rapidly improve service quality through structured approaches Deep knowledge of service excellence frameworks, methodologies, and best practices Experience building customer-centric cultures and high-performing service teams Knowledge transfer & best practice implementation Demonstrated success importing and adapting best practices from to accelerate service maturity Ability to benchmark against industry leaders and identify quick wins for immediate impact Experience achieving step-change improvements in service quality without reinventing the wheel Track record of successfully translating service excellence frameworks across different business contexts Digital transformation experience Successful partnership with digital transformation in customer service environments Experience working with technology teams to achieve significant automation rates Understanding of how to enhance proven service methodologies through digital enablement Technology leadership Deep understanding of customer service technologies including AI, chatbots, and automation platforms Experience with Intercom or Genesys preferred; or similar advanced customer communication platforms Knowledge of CRM integration, API development, and omnichannel technology stacks Understanding of data analytics, machine learning, and predictive customer service applications Strategic vision Exceptional ability to create compelling future-state visions and transformation roadmaps Experience translating complex business requirements into digital service strategies Strategic mindset with ability to anticipate future customer needs and market trends Performance and measurement Experience in designing KPI frameworks for digital transformation initiatives Working knowledge of customer experience analytics and performance measurement tools Understanding of how to drive behavioural change through metrics and incentive design Knowledge of digital service benchmarking and industry best practices Collaboration and influence Strong partnership skills for working with operations, technology, and commercial teams Ability to influence without direct authority and build consensus around digital transformation Experience managing complex stakeholder relationships across multiple jurisdictions Excellent communication skills for presenting transformation strategies to senior leadership How we work We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise client's needs Deliver at pace: Push for fast, sustainable growth; Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The Perks Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work. Learn more about the Perks here ! Join us for this exciting journey. Apply now! Number of openings 1
Jul 24, 2025
Full time
Head of Client Service Excellence page is loaded Head of Client Service Excellence Apply locations Cannon Street, London time type Full time posted on Posted 2 Days Ago job requisition id R_15017 Job Title Head of Client Service Excellence Job Description So, who are we? Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Your role in the Team's Success IG Group's Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards. This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the "north star" for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations. What you'll do Service Excellence Leadership Conduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models Establish what "digital service excellence" means for our diverse clients, future audiences and complex product portfolio Future vision and strategy development Define the future state of IG Group's global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services Drive the evolution from reactive support to proactive, predictive, personalised customer engagement Digital transformation partnership Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery Champion omnichannel digital service delivery across web, mobile, and emerging platforms Ensure digital initiatives are grounded in proven service excellence methodologies Performance framework design Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance Develop dashboards and analytics that provide real-time insights into digital transformation progress Technology strategy and innovation Evaluate and recommend next-generation customer service technologies and platforms Lead the strategic development of generative and agentic AI, and other self-service capabilities Design intelligent routing and escalation frameworks that optimize both automation and human expertise Champion the integration of customer data and analytics to drive personalized, predictive service experiences Cross-functional collaboration Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives Work with product teams to integrate service capabilities into client-facing platforms Engage with risk and compliance teams to embed regulatory requirements into digital service design What we are looking for Customer excellence experience Several years leading customer service strategy and/or operations with demonstrable excellence outcomes Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%) Experience designing and implementing digital-first service models at scale Proven ability to rapidly improve service quality through structured approaches Deep knowledge of service excellence frameworks, methodologies, and best practices Experience building customer-centric cultures and high-performing service teams Knowledge transfer & best practice implementation Demonstrated success importing and adapting best practices from to accelerate service maturity Ability to benchmark against industry leaders and identify quick wins for immediate impact Experience achieving step-change improvements in service quality without reinventing the wheel Track record of successfully translating service excellence frameworks across different business contexts Digital transformation experience Successful partnership with digital transformation in customer service environments Experience working with technology teams to achieve significant automation rates Understanding of how to enhance proven service methodologies through digital enablement Technology leadership Deep understanding of customer service technologies including AI, chatbots, and automation platforms Experience with Intercom or Genesys preferred; or similar advanced customer communication platforms Knowledge of CRM integration, API development, and omnichannel technology stacks Understanding of data analytics, machine learning, and predictive customer service applications Strategic vision Exceptional ability to create compelling future-state visions and transformation roadmaps Experience translating complex business requirements into digital service strategies Strategic mindset with ability to anticipate future customer needs and market trends Performance and measurement Experience in designing KPI frameworks for digital transformation initiatives Working knowledge of customer experience analytics and performance measurement tools Understanding of how to drive behavioural change through metrics and incentive design Knowledge of digital service benchmarking and industry best practices Collaboration and influence Strong partnership skills for working with operations, technology, and commercial teams Ability to influence without direct authority and build consensus around digital transformation Experience managing complex stakeholder relationships across multiple jurisdictions Excellent communication skills for presenting transformation strategies to senior leadership How we work We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise client's needs Deliver at pace: Push for fast, sustainable growth; Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The Perks Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work. Learn more about the Perks here ! Join us for this exciting journey. Apply now! Number of openings 1
Our Mission Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. The Team -> Founded by Harvard grads / 3rd-time founders also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO). -> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) we like moving fast, and we hire people that do as well. -> Driven by mission, guided by values (see below) - in deed, not just word. -> Team as global as the mission, >30 languages from 25 countries (i.e., if you're interested in learning to make Chicken Moambe, we're the place). About Us Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman's words or TechCrunch article Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee , saving money in the process. With a formal market size of >700B alone, we've got a lot more saving to do for our users. Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. And that's just the beginning We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF). Our Investors Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angels The Role As Team Leader, you will be responsible for leading all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs! You will motivate, review, and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets. You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience. Responsibilities Team Leadership and Management Lead, motivate, and manage a team of Senior Agents to achieve individual and team performance goals. Conduct regular team meetings and one-on-one check-ins to provide feedback, set expectations, and address any concerns. Foster a positive and collaborative team environment. Performance Improvement Develop and implement strategies to improve Senior Agents' productivity, efficiency, and quality of work. Monitor team performance and report on metrics to senior management. Provide coaching opportunities to team members. Customer Issue Resolution Handle escalated customer issues and ensure prompt resolution. Ensure complaints are handled in respect of SLAs and regulations. Ensure app reviews are answered in respect of SLAs. Support and Development Help and assist Senior Agents in handling complex cases. Provide Senior Agents the support required to perform their daily tasks. Recruitment and Onboarding Assist in the recruitment and onboarding of new team members. Compliance and Reporting Ensure team compliance with company policies and procedures. Communicate challenges to management. Project Management Lead and manage projects assigned by management, ensuring timely and successful completion. Collaborate with cross-functional teams to achieve project goals and deliverables. Requirements Language Proficiency: Fluent in English and at least one additional language (French, Italian, Spanish, Portuguese or German). Experience: Minimum 2 years of experience in a Customer Service Department, with a proven track record of meeting or exceeding performance expectations. Leadership & Development: Strong interest in developing leadership skills with the ability to drive accountability, team performance, and talent development in a fast-paced, evolving environment. Communication & Interpersonal Skills: Exceptional written and verbal communication skills, with the ability to build trust and collaboration across teams, management, and cross-functional departments. Organizational & Problem-Solving Skills: Ability to prioritize tasks efficiently, manage multiple responsibilities, and maintain a solution-oriented mindset under pressure. Customer-Centric Mindset: Passionate about enhancing the customer experience and continuously improving customer satisfaction. Data & Analytical Skills: Proficiency in Excel and the ability to leverage data-driven insights to inform decisions. Flexibility & Commitment: Willingness to work regular weekend shifts and adapt to changing business needs. Industry Knowledge: Understanding of the financial industry, including familiarity with money transfer services, banking, or fintech operations. Location: Must be available to work on-site at our offices in Casablanca or London. Desired Experience in quality review Experience in Zendesk, Explore and SQL Financial industry knowledge Taptap Values Impact first Team next Accept reality Propose solutions Win with grit Be proactively candid, with yourself and others Love the particular Own it Create positive energy Maybe, even have fun Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply. If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements. Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.
Jul 24, 2025
Full time
Our Mission Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. The Team -> Founded by Harvard grads / 3rd-time founders also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO). -> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) we like moving fast, and we hire people that do as well. -> Driven by mission, guided by values (see below) - in deed, not just word. -> Team as global as the mission, >30 languages from 25 countries (i.e., if you're interested in learning to make Chicken Moambe, we're the place). About Us Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman's words or TechCrunch article Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee , saving money in the process. With a formal market size of >700B alone, we've got a lot more saving to do for our users. Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. And that's just the beginning We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF). Our Investors Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angels The Role As Team Leader, you will be responsible for leading all aspects of our growing team of Customer Service Representatives. The Customer Support team is at the forefront of our business, answering our community's questions and tending to their needs! You will motivate, review, and assess individual and team performance on a real-time basis, from a service quality perspective as well as efficiency and productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets. You should be passionate about customer service and be excited to lead a team that is committed to providing an exceptional customer experience. Responsibilities Team Leadership and Management Lead, motivate, and manage a team of Senior Agents to achieve individual and team performance goals. Conduct regular team meetings and one-on-one check-ins to provide feedback, set expectations, and address any concerns. Foster a positive and collaborative team environment. Performance Improvement Develop and implement strategies to improve Senior Agents' productivity, efficiency, and quality of work. Monitor team performance and report on metrics to senior management. Provide coaching opportunities to team members. Customer Issue Resolution Handle escalated customer issues and ensure prompt resolution. Ensure complaints are handled in respect of SLAs and regulations. Ensure app reviews are answered in respect of SLAs. Support and Development Help and assist Senior Agents in handling complex cases. Provide Senior Agents the support required to perform their daily tasks. Recruitment and Onboarding Assist in the recruitment and onboarding of new team members. Compliance and Reporting Ensure team compliance with company policies and procedures. Communicate challenges to management. Project Management Lead and manage projects assigned by management, ensuring timely and successful completion. Collaborate with cross-functional teams to achieve project goals and deliverables. Requirements Language Proficiency: Fluent in English and at least one additional language (French, Italian, Spanish, Portuguese or German). Experience: Minimum 2 years of experience in a Customer Service Department, with a proven track record of meeting or exceeding performance expectations. Leadership & Development: Strong interest in developing leadership skills with the ability to drive accountability, team performance, and talent development in a fast-paced, evolving environment. Communication & Interpersonal Skills: Exceptional written and verbal communication skills, with the ability to build trust and collaboration across teams, management, and cross-functional departments. Organizational & Problem-Solving Skills: Ability to prioritize tasks efficiently, manage multiple responsibilities, and maintain a solution-oriented mindset under pressure. Customer-Centric Mindset: Passionate about enhancing the customer experience and continuously improving customer satisfaction. Data & Analytical Skills: Proficiency in Excel and the ability to leverage data-driven insights to inform decisions. Flexibility & Commitment: Willingness to work regular weekend shifts and adapt to changing business needs. Industry Knowledge: Understanding of the financial industry, including familiarity with money transfer services, banking, or fintech operations. Location: Must be available to work on-site at our offices in Casablanca or London. Desired Experience in quality review Experience in Zendesk, Explore and SQL Financial industry knowledge Taptap Values Impact first Team next Accept reality Propose solutions Win with grit Be proactively candid, with yourself and others Love the particular Own it Create positive energy Maybe, even have fun Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply. If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements. Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is the leading AI customer service company, and we need a Sr Manager, Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization -focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions. You'll oversee the strategy, execution, and continuous optimization of our product storytelling on the web , managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you. What You'll Do Own and drive the product story across Intercom's website , ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition. Oversee and lead a team of two , providing strategic direction, mentorship, and execution support. Develop and implement a scalable web content strategy , optimizing for engagement, conversions, and revenue impact. Define messaging for new features and updates , ensuring they're effectively positioned on the website. Partner closely with product marketing, growth, design, and engineering to evolve the site's user experience and conversion flows. Use data and experimentation to refine messaging and page performance , balancing creative storytelling with measurable impact. Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space. Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints. What We're Looking For 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS . Outstanding writer & storyteller. This is a non-negotiable. Proven leadership experience , with a track record of managing and growing a team . Deep expertise in web strategy, content, and conversion optimization , with a focus on product storytelling. A strong understanding of AI and customer service technologies (or the ability to learn quickly). Exceptional storytelling & communication skills -you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives. A data-driven mindset , with experience using analytics, A/B testing, and CRO tools to refine web content performance. Experience leading cross-functional projects , partnering with growth, design, and product teams to create seamless web experiences. The ability to balance strategic thinking with hands-on execution , ensuring our website remains a high-performing growth channel. Extraordinarily high attention to detail to uphold Intercom's extremely high standards in execution and creativity. An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role. Proven track record of partnering with product, web, design teams to contribute to product and web strategy. Comfortable collaborating with executives, often under pressure. Thrive in a fast-paced, fluid environment. Benefits We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Regular compensation reviews - we reward great work Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Jul 24, 2025
Full time
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is the leading AI customer service company, and we need a Sr Manager, Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization -focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions. You'll oversee the strategy, execution, and continuous optimization of our product storytelling on the web , managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you. What You'll Do Own and drive the product story across Intercom's website , ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition. Oversee and lead a team of two , providing strategic direction, mentorship, and execution support. Develop and implement a scalable web content strategy , optimizing for engagement, conversions, and revenue impact. Define messaging for new features and updates , ensuring they're effectively positioned on the website. Partner closely with product marketing, growth, design, and engineering to evolve the site's user experience and conversion flows. Use data and experimentation to refine messaging and page performance , balancing creative storytelling with measurable impact. Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space. Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints. What We're Looking For 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS . Outstanding writer & storyteller. This is a non-negotiable. Proven leadership experience , with a track record of managing and growing a team . Deep expertise in web strategy, content, and conversion optimization , with a focus on product storytelling. A strong understanding of AI and customer service technologies (or the ability to learn quickly). Exceptional storytelling & communication skills -you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives. A data-driven mindset , with experience using analytics, A/B testing, and CRO tools to refine web content performance. Experience leading cross-functional projects , partnering with growth, design, and product teams to create seamless web experiences. The ability to balance strategic thinking with hands-on execution , ensuring our website remains a high-performing growth channel. Extraordinarily high attention to detail to uphold Intercom's extremely high standards in execution and creativity. An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role. Proven track record of partnering with product, web, design teams to contribute to product and web strategy. Comfortable collaborating with executives, often under pressure. Thrive in a fast-paced, fluid environment. Benefits We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Regular compensation reviews - we reward great work Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What will I be doing? As a Senior Product Manager on the marketing website team, you will bring Intercom's brand and story to life through world-class web experiences. Your work will help explain products like Fin and the Intercom Suite, tell our brand story, and educate the market on the future of AI customer service. This is a highly visible and exciting role with real impact on how our customers and prospects understand who we are, what we build, and why it matters. Our ideal candidate is a 'doer'. You naturally drive projects, move fast, are excited by innovative work. You have a passion for quality and know how to balance speed and execution to deliver to the highest standards. You'll partner closely with teams across our marketing organization, as well as the cross functional team of designers, engineers and product marketers you'll join, to deliver visually stunning, innovative pages that elevate our marketing efforts. Key responsibilities include: Leading the end-to-end delivery of high-quality product and brand storytelling pages, from concept to launch. Owning what ships-make clear, timely decisions; guide your team through ambiguity; and take accountability for ensuring everything that launches meets a high bar of quality, clarity, and craft. Bringing a strong eye for messaging and copy, ensuring that content is sharp, engaging, and aligned with company positioning and goals. Collaborating and influencing across functions-build strong relationships by understanding their goals, looping them in at the right moments, and aligning on shared outcomes. You'll be expected to navigate trade-offs, influence priorities, and communicate tough decisions with clarity and conviction when needed. Driving progress and urgency, ensuring projects move quickly and efficiently while maintaining high standards. What skills do I need? Experience in product management , with a track record of shipping impactful work. Exceptional project management skills -able to juggle multiple deadlines, drive alignment across stakeholders, and keep things moving forward. A strong design eye -you understand what makes for a visually compelling landing page and are comfortable collaborating closely with designers. Excellent stakeholder management skills -you're a strong communicator, keeping teams aligned and ensuring smooth collaboration between marketing, design, and engineering. Attention to detail -from copy to design to functionality, you have high standards and expect the same from those around you. Ability to thrive in a fast-moving environment -you move quickly, adapt to change, and make decisions that keep projects on track. An understanding of messaging and storytelling -you don't need to be a copywriter, but you should be able to provide thoughtful feedback and ensure content aligns with company positioning and goals. We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Please email me about future job openings Select
Jul 24, 2025
Full time
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What will I be doing? As a Senior Product Manager on the marketing website team, you will bring Intercom's brand and story to life through world-class web experiences. Your work will help explain products like Fin and the Intercom Suite, tell our brand story, and educate the market on the future of AI customer service. This is a highly visible and exciting role with real impact on how our customers and prospects understand who we are, what we build, and why it matters. Our ideal candidate is a 'doer'. You naturally drive projects, move fast, are excited by innovative work. You have a passion for quality and know how to balance speed and execution to deliver to the highest standards. You'll partner closely with teams across our marketing organization, as well as the cross functional team of designers, engineers and product marketers you'll join, to deliver visually stunning, innovative pages that elevate our marketing efforts. Key responsibilities include: Leading the end-to-end delivery of high-quality product and brand storytelling pages, from concept to launch. Owning what ships-make clear, timely decisions; guide your team through ambiguity; and take accountability for ensuring everything that launches meets a high bar of quality, clarity, and craft. Bringing a strong eye for messaging and copy, ensuring that content is sharp, engaging, and aligned with company positioning and goals. Collaborating and influencing across functions-build strong relationships by understanding their goals, looping them in at the right moments, and aligning on shared outcomes. You'll be expected to navigate trade-offs, influence priorities, and communicate tough decisions with clarity and conviction when needed. Driving progress and urgency, ensuring projects move quickly and efficiently while maintaining high standards. What skills do I need? Experience in product management , with a track record of shipping impactful work. Exceptional project management skills -able to juggle multiple deadlines, drive alignment across stakeholders, and keep things moving forward. A strong design eye -you understand what makes for a visually compelling landing page and are comfortable collaborating closely with designers. Excellent stakeholder management skills -you're a strong communicator, keeping teams aligned and ensuring smooth collaboration between marketing, design, and engineering. Attention to detail -from copy to design to functionality, you have high standards and expect the same from those around you. Ability to thrive in a fast-moving environment -you move quickly, adapt to change, and make decisions that keep projects on track. An understanding of messaging and storytelling -you don't need to be a copywriter, but you should be able to provide thoughtful feedback and ensure content aligns with company positioning and goals. We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Please email me about future job openings Select
Head of Client Service Excellence page is loaded Head of Client Service Excellence Apply locations Cannon Street, London time type Full time posted on Posted 2 Days Ago job requisition id R_15017 Job Title Head of Client Service Excellence Job Description So, who are we? Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Your role in the Team's Success IG Group's Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards. This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the "north star" for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations. What you'll do Service Excellence Leadership Conduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models Establish what "digital service excellence" means for our diverse clients, future audiences and complex product portfolio Future vision and strategy development Define the future state of IG Group's global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services Drive the evolution from reactive support to proactive, predictive, personalised customer engagement Digital transformation partnership Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery Champion omnichannel digital service delivery across web, mobile, and emerging platforms Ensure digital initiatives are grounded in proven service excellence methodologies Performance framework design Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance Develop dashboards and analytics that provide real-time insights into digital transformation progress Technology strategy and innovation Evaluate and recommend next-generation customer service technologies and platforms Lead the strategic development of generative and agentic AI, and other self-service capabilities Design intelligent routing and escalation frameworks that optimize both automation and human expertise Champion the integration of customer data and analytics to drive personalized, predictive service experiences Cross-functional collaboration Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives Work with product teams to integrate service capabilities into client-facing platforms Engage with risk and compliance teams to embed regulatory requirements into digital service design What we are looking for Customer excellence experience Several years leading customer service strategy and/or operations with demonstrable excellence outcomes Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%) Experience designing and implementing digital-first service models at scale Proven ability to rapidly improve service quality through structured approaches Deep knowledge of service excellence frameworks, methodologies, and best practices Experience building customer-centric cultures and high-performing service teams Knowledge transfer & best practice implementation Demonstrated success importing and adapting best practices from to accelerate service maturity Ability to benchmark against industry leaders and identify quick wins for immediate impact Experience achieving step-change improvements in service quality without reinventing the wheel Track record of successfully translating service excellence frameworks across different business contexts Digital transformation experience Successful partnership with digital transformation in customer service environments Experience working with technology teams to achieve significant automation rates Understanding of how to enhance proven service methodologies through digital enablement Technology leadership Deep understanding of customer service technologies including AI, chatbots, and automation platforms Experience with Intercom or Genesys preferred; or similar advanced customer communication platforms Knowledge of CRM integration, API development, and omnichannel technology stacks Understanding of data analytics, machine learning, and predictive customer service applications Strategic vision Exceptional ability to create compelling future-state visions and transformation roadmaps Experience translating complex business requirements into digital service strategies Strategic mindset with ability to anticipate future customer needs and market trends Performance and measurement Experience in designing KPI frameworks for digital transformation initiatives Working knowledge of customer experience analytics and performance measurement tools Understanding of how to drive behavioural change through metrics and incentive design Knowledge of digital service benchmarking and industry best practices Collaboration and influence Strong partnership skills for working with operations, technology, and commercial teams Ability to influence without direct authority and build consensus around digital transformation Experience managing complex stakeholder relationships across multiple jurisdictions Excellent communication skills for presenting transformation strategies to senior leadership How we work We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise client's needs Deliver at pace: Push for fast, sustainable growth; Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The Perks Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work. Learn more about the Perks here ! Join us for this exciting journey. Apply now! Number of openings 1 About Us Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that. We're the market leader in financial derivatives trading, with a focus on innovation and advanced IT development. We're also one of Britain's Top Employers, a ten-year trend we intend to continue.
Jul 19, 2025
Full time
Head of Client Service Excellence page is loaded Head of Client Service Excellence Apply locations Cannon Street, London time type Full time posted on Posted 2 Days Ago job requisition id R_15017 Job Title Head of Client Service Excellence Job Description So, who are we? Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Your role in the Team's Success IG Group's Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards. This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the "north star" for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations. What you'll do Service Excellence Leadership Conduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models Establish what "digital service excellence" means for our diverse clients, future audiences and complex product portfolio Future vision and strategy development Define the future state of IG Group's global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services Drive the evolution from reactive support to proactive, predictive, personalised customer engagement Digital transformation partnership Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery Champion omnichannel digital service delivery across web, mobile, and emerging platforms Ensure digital initiatives are grounded in proven service excellence methodologies Performance framework design Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance Develop dashboards and analytics that provide real-time insights into digital transformation progress Technology strategy and innovation Evaluate and recommend next-generation customer service technologies and platforms Lead the strategic development of generative and agentic AI, and other self-service capabilities Design intelligent routing and escalation frameworks that optimize both automation and human expertise Champion the integration of customer data and analytics to drive personalized, predictive service experiences Cross-functional collaboration Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives Work with product teams to integrate service capabilities into client-facing platforms Engage with risk and compliance teams to embed regulatory requirements into digital service design What we are looking for Customer excellence experience Several years leading customer service strategy and/or operations with demonstrable excellence outcomes Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%) Experience designing and implementing digital-first service models at scale Proven ability to rapidly improve service quality through structured approaches Deep knowledge of service excellence frameworks, methodologies, and best practices Experience building customer-centric cultures and high-performing service teams Knowledge transfer & best practice implementation Demonstrated success importing and adapting best practices from to accelerate service maturity Ability to benchmark against industry leaders and identify quick wins for immediate impact Experience achieving step-change improvements in service quality without reinventing the wheel Track record of successfully translating service excellence frameworks across different business contexts Digital transformation experience Successful partnership with digital transformation in customer service environments Experience working with technology teams to achieve significant automation rates Understanding of how to enhance proven service methodologies through digital enablement Technology leadership Deep understanding of customer service technologies including AI, chatbots, and automation platforms Experience with Intercom or Genesys preferred; or similar advanced customer communication platforms Knowledge of CRM integration, API development, and omnichannel technology stacks Understanding of data analytics, machine learning, and predictive customer service applications Strategic vision Exceptional ability to create compelling future-state visions and transformation roadmaps Experience translating complex business requirements into digital service strategies Strategic mindset with ability to anticipate future customer needs and market trends Performance and measurement Experience in designing KPI frameworks for digital transformation initiatives Working knowledge of customer experience analytics and performance measurement tools Understanding of how to drive behavioural change through metrics and incentive design Knowledge of digital service benchmarking and industry best practices Collaboration and influence Strong partnership skills for working with operations, technology, and commercial teams Ability to influence without direct authority and build consensus around digital transformation Experience managing complex stakeholder relationships across multiple jurisdictions Excellent communication skills for presenting transformation strategies to senior leadership How we work We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drives trust, alignment, and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise client's needs Deliver at pace: Push for fast, sustainable growth; Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The Perks Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work. Learn more about the Perks here ! Join us for this exciting journey. Apply now! Number of openings 1 About Us Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that. We're the market leader in financial derivatives trading, with a focus on innovation and advanced IT development. We're also one of Britain's Top Employers, a ten-year trend we intend to continue.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You'll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. We're facing many exciting scaling challenges and we're building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. What will I be doing? As an experienced engineer you will: Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day. Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom's backend infrastructure Ship a change to production on your first day and a feature in your first week. That "day one" change is automatically deployed to production along with 100 other deployments (on average) each weekday Grow your team's capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team. What skills do I need? 5+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team. but it doesn't need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working) Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams Experience with Distributed systems We are a well treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we also offer Windows for certain roles when needed. Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Please email me about future job openings Select
Jul 18, 2025
Full time
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? At Intercom, you will be a product engineer - someone who solves real customer problems through a smart and efficient application of your technical knowledge and your tools. You'll be part of one of our multidisciplinary product teams, where you will build both back-end and front-end systems, and work closely with designers, product managers, researchers, and data analysts. We're facing many exciting scaling challenges and we're building a robust platform where your expertise can be applied to areas such as building a beautiful messenger composer, rule matching, deliverability, security, app availability and machine learning, to name a few. What will I be doing? As an experienced engineer you will: Develop technical plans and contribute to our technical architecture as we scale our products to serve tens of millions of people every day. Write Ruby code, which knits together a lot of AWS, infrastructure, platform and SaaS technologies that form the core of Intercom's backend infrastructure Ship a change to production on your first day and a feature in your first week. That "day one" change is automatically deployed to production along with 100 other deployments (on average) each weekday Grow your team's capacity by mentoring other engineers and interviewing candidates. This is a chance to be an integral part of building and growing a team. What skills do I need? 5+ years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team. but it doesn't need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working) Experience collaborating directly with product teams and designers, and a proven track record of delivering value to customers or users. Engineers at Intercom are pragmatists who work closely with others on cross-disciplinary teams Experience with Distributed systems We are a well treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we also offer Windows for certain roles when needed. Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Please email me about future job openings Select
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is the leading AI customer service company, and we need a Sr Manager, Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization -focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions. You'll oversee the strategy, execution, and continuous optimization of our product storytelling on the web , managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you. What You'll Do Own and drive the product story across Intercom's website , ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition. Oversee and lead a team of two , providing strategic direction, mentorship, and execution support. Develop and implement a scalable web content strategy , optimizing for engagement, conversions, and revenue impact. Define messaging for new features and updates , ensuring they're effectively positioned on the website. Partner closely with product marketing, growth, design, and engineering to evolve the site's user experience and conversion flows. Use data and experimentation to refine messaging and page performance , balancing creative storytelling with measurable impact. Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space. Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints. What We're Looking For 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS . Outstanding writer & storyteller. This is a non-negotiable. Proven leadership experience , with a track record of managing and growing a team . Deep expertise in web strategy, content, and conversion optimization , with a focus on product storytelling. A strong understanding of AI and customer service technologies (or the ability to learn quickly). Exceptional storytelling & communication skills -you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives. A data-driven mindset , with experience using analytics, A/B testing, and CRO tools to refine web content performance. Experience leading cross-functional projects , partnering with growth, design, and product teams to create seamless web experiences. The ability to balance strategic thinking with hands-on execution , ensuring our website remains a high-performing growth channel. Extraordinarily high attention to detail to uphold Intercom's extremely high standards in execution and creativity. An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role. Proven track record of partnering with product, web, design teams to contribute to product and web strategy. Comfortable collaborating with executives, often under pressure. Thrive in a fast-paced, fluid environment. Benefits We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Regular compensation reviews - we reward great work Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Jul 14, 2025
Full time
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is the leading AI customer service company, and we need a Sr Manager, Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization -focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions. You'll oversee the strategy, execution, and continuous optimization of our product storytelling on the web , managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you. What You'll Do Own and drive the product story across Intercom's website , ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition. Oversee and lead a team of two , providing strategic direction, mentorship, and execution support. Develop and implement a scalable web content strategy , optimizing for engagement, conversions, and revenue impact. Define messaging for new features and updates , ensuring they're effectively positioned on the website. Partner closely with product marketing, growth, design, and engineering to evolve the site's user experience and conversion flows. Use data and experimentation to refine messaging and page performance , balancing creative storytelling with measurable impact. Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space. Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints. What We're Looking For 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS . Outstanding writer & storyteller. This is a non-negotiable. Proven leadership experience , with a track record of managing and growing a team . Deep expertise in web strategy, content, and conversion optimization , with a focus on product storytelling. A strong understanding of AI and customer service technologies (or the ability to learn quickly). Exceptional storytelling & communication skills -you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives. A data-driven mindset , with experience using analytics, A/B testing, and CRO tools to refine web content performance. Experience leading cross-functional projects , partnering with growth, design, and product teams to create seamless web experiences. The ability to balance strategic thinking with hands-on execution , ensuring our website remains a high-performing growth channel. Extraordinarily high attention to detail to uphold Intercom's extremely high standards in execution and creativity. An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role. Proven track record of partnering with product, web, design teams to contribute to product and web strategy. Comfortable collaborating with executives, often under pressure. Thrive in a fast-paced, fluid environment. Benefits We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Regular compensation reviews - we reward great work Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What will I be doing? As a Senior Product Manager on the marketing website team, you will bring Intercom's brand and story to life through world-class web experiences. Your work will help explain products like Fin and the Intercom Suite, tell our brand story, and educate the market on the future of AI customer service. This is a highly visible and exciting role with real impact on how our customers and prospects understand who we are, what we build, and why it matters. Our ideal candidate is a 'doer'. You naturally drive projects, move fast, are excited by innovative work. You have a passion for quality and know how to balance speed and execution to deliver to the highest standards. You'll partner closely with teams across our marketing organization, as well as the cross functional team of designers, engineers and product marketers you'll join, to deliver visually stunning, innovative pages that elevate our marketing efforts. Key responsibilities include: Leading the end-to-end delivery of high-quality product and brand storytelling pages, from concept to launch. Owning what ships-make clear, timely decisions; guide your team through ambiguity; and take accountability for ensuring everything that launches meets a high bar of quality, clarity, and craft. Bringing a strong eye for messaging and copy, ensuring that content is sharp, engaging, and aligned with company positioning and goals. Collaborating and influencing across functions-build strong relationships by understanding their goals, looping them in at the right moments, and aligning on shared outcomes. You'll be expected to navigate trade-offs, influence priorities, and communicate tough decisions with clarity and conviction when needed. Driving progress and urgency, ensuring projects move quickly and efficiently while maintaining high standards. What skills do I need? Experience in product management , with a track record of shipping impactful work. Exceptional project management skills -able to juggle multiple deadlines, drive alignment across stakeholders, and keep things moving forward. A strong design eye -you understand what makes for a visually compelling landing page and are comfortable collaborating closely with designers. Excellent stakeholder management skills -you're a strong communicator, keeping teams aligned and ensuring smooth collaboration between marketing, design, and engineering. Attention to detail -from copy to design to functionality, you have high standards and expect the same from those around you. Ability to thrive in a fast-moving environment -you move quickly, adapt to change, and make decisions that keep projects on track. An understanding of messaging and storytelling -you don't need to be a copywriter, but you should be able to provide thoughtful feedback and ensure content aligns with company positioning and goals. We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Please email me about future job openings Select
Jul 12, 2025
Full time
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What will I be doing? As a Senior Product Manager on the marketing website team, you will bring Intercom's brand and story to life through world-class web experiences. Your work will help explain products like Fin and the Intercom Suite, tell our brand story, and educate the market on the future of AI customer service. This is a highly visible and exciting role with real impact on how our customers and prospects understand who we are, what we build, and why it matters. Our ideal candidate is a 'doer'. You naturally drive projects, move fast, are excited by innovative work. You have a passion for quality and know how to balance speed and execution to deliver to the highest standards. You'll partner closely with teams across our marketing organization, as well as the cross functional team of designers, engineers and product marketers you'll join, to deliver visually stunning, innovative pages that elevate our marketing efforts. Key responsibilities include: Leading the end-to-end delivery of high-quality product and brand storytelling pages, from concept to launch. Owning what ships-make clear, timely decisions; guide your team through ambiguity; and take accountability for ensuring everything that launches meets a high bar of quality, clarity, and craft. Bringing a strong eye for messaging and copy, ensuring that content is sharp, engaging, and aligned with company positioning and goals. Collaborating and influencing across functions-build strong relationships by understanding their goals, looping them in at the right moments, and aligning on shared outcomes. You'll be expected to navigate trade-offs, influence priorities, and communicate tough decisions with clarity and conviction when needed. Driving progress and urgency, ensuring projects move quickly and efficiently while maintaining high standards. What skills do I need? Experience in product management , with a track record of shipping impactful work. Exceptional project management skills -able to juggle multiple deadlines, drive alignment across stakeholders, and keep things moving forward. A strong design eye -you understand what makes for a visually compelling landing page and are comfortable collaborating closely with designers. Excellent stakeholder management skills -you're a strong communicator, keeping teams aligned and ensuring smooth collaboration between marketing, design, and engineering. Attention to detail -from copy to design to functionality, you have high standards and expect the same from those around you. Ability to thrive in a fast-moving environment -you move quickly, adapt to change, and make decisions that keep projects on track. An understanding of messaging and storytelling -you don't need to be a copywriter, but you should be able to provide thoughtful feedback and ensure content aligns with company positioning and goals. We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Pension scheme & match up to 4% Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Flexible paid time off policy Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values . Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) Select Current Location Select NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? Select Current or most recent company? Have you previously worked for Intercom? Select LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 3 days per week? Select Please email me about future job openings Select
Role - Facilities Manager Location- Covering multi- site portfolio of up to 10 properties around Yorkshire. Hybrid from Leeds or Sheffield office Salary- Total package- 43,600 ( 40,000 salary + 3,600 car allowance) Your role as a Facilities Manager: Our client are a well-established leading commercial real estate agent who genuinely value their employees and therefore have a low staff turnover. The Director of this region has been with the company an impressive 19 years, with other senior members being 13 years and 9 years. In this role, you will join the Facilities Management team and be responsible for a portfolio of up to 12 commercial properties across Yorkshire. You will be responsible for management of a portfolio of properties and the delivery of the agreed services to each site according to the Property Management Agreement, and to deliver a consistently high standard of Facilities Management service within a predefined scope to unmanned properties, whilst working collaboratively with wider Commercial Property Management colleagues. You will be working for a leading organisation, but rather than working for a large property management company where you are 'just a number' you will be part of a smaller team who really are like one big family. You will feel valued and be an important part within the organisation. Attractive perm benefits also on offer and will be given upon application process. Your duties and responsibilities as a Facilities Manager: Liaise regularly with all tenants to keep them informed of actions, work and activities associated with the day to day running of the buildings. Service charge To produce a draft service charge budget to reflect the estimated running costs of the property to include correct allocation of costs and to allow direct recovery as applicable. Also provide variance reports on a regular basis. To coordinate the operational day to day aspects of building management including the management of contractors organising planned and unscheduled maintenance and reactive works, all in compliance with risk management processes and practices. To act as the first point of contact for tenant queries and escalation from the Service desk. Use CAFM systems to manage portfolio risk, Health & Safety, statutory compliance activities and overall contractor performance To develop and maintain collaborative relationships with property managers, colleagues, contractors, tenants, and occupiers To undertake site inspections and to have visibility on site through a published schedule of visits and regular informal communications Payments and invoicing - raise work orders and to code and authorise payment of invoices within approved FM element of service charge budget. The approval of non-recoverable invoices should be discussed and agreed with estates colleagues first Lease requirements - to inform the responsible Estates Surveyor/Property Manager immediately where tenant activity has the potential to breach occupational lease agreements. Conduct Property inspections and complete relevant reports. Reactive works and Helpdesk - to ensure tenants are aware and utilise fully the Service Desk facility. Oversee Helpdesk activity and ensure Service Level Agreements are met. Construction design and management (CDM) Regulations - to identify works that should be managed in accordance with the requirements of the CDM regulations and ensure that a principal contractor is appointed to undertake all the requirements under CDM Contractor management - manage all aspects of contractor day to day activities at site, including Health and Safety Conduct audit checks on contractors' documentation, procedures, and quality of work in conjunction with the SFM/RFM Maintain a schedule of contractors for each site including details of contract term, termination periods, annual cost and primary and emergency contact names and numbers for each contractor. Ensure H&S Risk Assessments are undertaken by Ligtas across the portfolio at the prescribed frequencies including but not limited to:; Health and Safety, Fire. Working at Height and Water treatment Responsible for the management to conclusion for all actions arising from these audits to the Information Exchange timescale in accordance with priority. CAFM - interface with ELogbook's and the ELogbook's Service Desk to ensure the correct operation of the designated CAFM system To be successful in your role as a Facilities Manager, you should have the following skills and experience: Experience in setting and managing service charge budgets Ideally working towards a IWFM qualification Experience managing a multi site commercial property portfolio Ideally some experience from a property management background, however due to this not being a senior role, we are open to candidates from different sectors. H&s experience Happy to travel and look after a portfolio of minimum 15 properties Experienced with tenant liaison/tenant management Experience with service charge budgets A passion for FM and a willingness to progress within your career. If you would like to discuss this Facilities Manager role further please contact Jade Whitmore on (phone number removed) / At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
Jul 11, 2025
Full time
Role - Facilities Manager Location- Covering multi- site portfolio of up to 10 properties around Yorkshire. Hybrid from Leeds or Sheffield office Salary- Total package- 43,600 ( 40,000 salary + 3,600 car allowance) Your role as a Facilities Manager: Our client are a well-established leading commercial real estate agent who genuinely value their employees and therefore have a low staff turnover. The Director of this region has been with the company an impressive 19 years, with other senior members being 13 years and 9 years. In this role, you will join the Facilities Management team and be responsible for a portfolio of up to 12 commercial properties across Yorkshire. You will be responsible for management of a portfolio of properties and the delivery of the agreed services to each site according to the Property Management Agreement, and to deliver a consistently high standard of Facilities Management service within a predefined scope to unmanned properties, whilst working collaboratively with wider Commercial Property Management colleagues. You will be working for a leading organisation, but rather than working for a large property management company where you are 'just a number' you will be part of a smaller team who really are like one big family. You will feel valued and be an important part within the organisation. Attractive perm benefits also on offer and will be given upon application process. Your duties and responsibilities as a Facilities Manager: Liaise regularly with all tenants to keep them informed of actions, work and activities associated with the day to day running of the buildings. Service charge To produce a draft service charge budget to reflect the estimated running costs of the property to include correct allocation of costs and to allow direct recovery as applicable. Also provide variance reports on a regular basis. To coordinate the operational day to day aspects of building management including the management of contractors organising planned and unscheduled maintenance and reactive works, all in compliance with risk management processes and practices. To act as the first point of contact for tenant queries and escalation from the Service desk. Use CAFM systems to manage portfolio risk, Health & Safety, statutory compliance activities and overall contractor performance To develop and maintain collaborative relationships with property managers, colleagues, contractors, tenants, and occupiers To undertake site inspections and to have visibility on site through a published schedule of visits and regular informal communications Payments and invoicing - raise work orders and to code and authorise payment of invoices within approved FM element of service charge budget. The approval of non-recoverable invoices should be discussed and agreed with estates colleagues first Lease requirements - to inform the responsible Estates Surveyor/Property Manager immediately where tenant activity has the potential to breach occupational lease agreements. Conduct Property inspections and complete relevant reports. Reactive works and Helpdesk - to ensure tenants are aware and utilise fully the Service Desk facility. Oversee Helpdesk activity and ensure Service Level Agreements are met. Construction design and management (CDM) Regulations - to identify works that should be managed in accordance with the requirements of the CDM regulations and ensure that a principal contractor is appointed to undertake all the requirements under CDM Contractor management - manage all aspects of contractor day to day activities at site, including Health and Safety Conduct audit checks on contractors' documentation, procedures, and quality of work in conjunction with the SFM/RFM Maintain a schedule of contractors for each site including details of contract term, termination periods, annual cost and primary and emergency contact names and numbers for each contractor. Ensure H&S Risk Assessments are undertaken by Ligtas across the portfolio at the prescribed frequencies including but not limited to:; Health and Safety, Fire. Working at Height and Water treatment Responsible for the management to conclusion for all actions arising from these audits to the Information Exchange timescale in accordance with priority. CAFM - interface with ELogbook's and the ELogbook's Service Desk to ensure the correct operation of the designated CAFM system To be successful in your role as a Facilities Manager, you should have the following skills and experience: Experience in setting and managing service charge budgets Ideally working towards a IWFM qualification Experience managing a multi site commercial property portfolio Ideally some experience from a property management background, however due to this not being a senior role, we are open to candidates from different sectors. H&s experience Happy to travel and look after a portfolio of minimum 15 properties Experienced with tenant liaison/tenant management Experience with service charge budgets A passion for FM and a willingness to progress within your career. If you would like to discuss this Facilities Manager role further please contact Jade Whitmore on (phone number removed) / At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
Insurance Building Surveyor / Technical Claims Handler Location: Remote The Building Repair Network Limited is hiring. Their expertise lies in property claims management, with quality building repairs via their contractor network at the heart of what they do. They support a range of businesses, including insurers, managing general agents, loss adjusters, solicitors, third-party administrators, and self-insured entities in managing the entire process of a property claim. Their skilled workforce is made up of surveyors, engineers, and claims handlers who efficiently determine the most appropriate settlement route, proactively manage the lifecycle and cost of claims, manage customer expectations, and ensure brand protection for their clients. The Opportunity The main purpose of this role is to provide technical assistance for a mix of household and commercial insurance claims, as well as third-party property damage claims. They operate under a claim ownership model, where the surveying/technical team collaborates closely with their claims concierge team to ensure efficient handling and a high standard of customer service. This is primarily a desk-based role, but depending on location and operational needs, there may be opportunities for field-based surveying. Their offices are located in Moreton, Wirral, but applicants from across the UK are welcome, as they offer flexibility in office-based, home-based, or hybrid working arrangements. Responsibilities Triage new claims to determine and advise the claims concierge team on the optimal route to settlement. Options may include a surveyor visit (employed or network partner), appointing a network contractor (specialist or general), or cash settlement negotiations. Consider client philosophy and delegated authority status to determine the appropriate claim journey. Prepare reports with recommendations by reviewing property damage through images, video footage, customer-provided quotes, and other available tools. Review site reports and schedules provided by surveyors, considering policy coverage and liability to determine the next steps. Assess work schedules submitted by network contractors, verifying content and cost before authorizing repairs. Evaluate cost variations during the repair phase, ensuring smooth workflow and minimizing delays. Prepare updates and reports for clients, making key claim decisions and recommendations. Negotiate cash settlements where necessary. Provide technical input and liaise with various stakeholders involved in claims. Control claim costs while ensuring fair outcomes for customers. Reconcile costs and ensure financial accuracy in claim reporting. Conduct desk-based audits of contractor performance based on key criteria. This role is entirely technical, with the claims concierge team handling overall claim management and customer service. Due to the diverse client base, the claims received vary, offering opportunities to develop new skills in insurance and negotiation. Strong written and verbal communication skills are essential. Key Requirements Experience in property repair work and cost assessment is essential. Surveying, building, and/or insurance qualifications are advantageous, as is site experience. IT literate, with proficiency in Microsoft Office (Outlook, Word, Excel) and the ability to adapt to new technologies. Strong communication skills, both verbal and written, with the ability to convey information clearly. Excellent interpersonal and teamwork skills. Confidence and a professional presence. Ability to contribute to innovation and business excellence. Self-motivated with the ability to meet deadlines and work to high-quality standards. Reliable, resilient, well-presented, and ambitious. Strong organizational skills and the ability to prioritize workload effectively. Benefits Their people are key to their success, and they continuously review and develop their benefits package, which includes: Salary range: 27,000 - 41,000 (depending on experience and qualifications). Standard working hours: Monday to Friday, 8:45 AM - 5:15 PM (37.5 hours per week). Annual leave: 31 days (including bank holidays), increasing with service. Option to purchase up to 5 additional days, plus your birthday off and a volunteer day. Healthcare cash plan, including 24/7 wellbeing helpline, virtual GP access, face-to-face counseling, gym membership discounts, and online wellbeing tools. Support for professional development, including payment of membership fees and training/qualification opportunities. Social and charitable events. Recruitment referral program. A supportive team environment with an open-door policy from senior management. They embrace diversity and equality, fostering an inclusive team where differences are celebrated, and everyone can be their authentic selves.
Mar 08, 2025
Full time
Insurance Building Surveyor / Technical Claims Handler Location: Remote The Building Repair Network Limited is hiring. Their expertise lies in property claims management, with quality building repairs via their contractor network at the heart of what they do. They support a range of businesses, including insurers, managing general agents, loss adjusters, solicitors, third-party administrators, and self-insured entities in managing the entire process of a property claim. Their skilled workforce is made up of surveyors, engineers, and claims handlers who efficiently determine the most appropriate settlement route, proactively manage the lifecycle and cost of claims, manage customer expectations, and ensure brand protection for their clients. The Opportunity The main purpose of this role is to provide technical assistance for a mix of household and commercial insurance claims, as well as third-party property damage claims. They operate under a claim ownership model, where the surveying/technical team collaborates closely with their claims concierge team to ensure efficient handling and a high standard of customer service. This is primarily a desk-based role, but depending on location and operational needs, there may be opportunities for field-based surveying. Their offices are located in Moreton, Wirral, but applicants from across the UK are welcome, as they offer flexibility in office-based, home-based, or hybrid working arrangements. Responsibilities Triage new claims to determine and advise the claims concierge team on the optimal route to settlement. Options may include a surveyor visit (employed or network partner), appointing a network contractor (specialist or general), or cash settlement negotiations. Consider client philosophy and delegated authority status to determine the appropriate claim journey. Prepare reports with recommendations by reviewing property damage through images, video footage, customer-provided quotes, and other available tools. Review site reports and schedules provided by surveyors, considering policy coverage and liability to determine the next steps. Assess work schedules submitted by network contractors, verifying content and cost before authorizing repairs. Evaluate cost variations during the repair phase, ensuring smooth workflow and minimizing delays. Prepare updates and reports for clients, making key claim decisions and recommendations. Negotiate cash settlements where necessary. Provide technical input and liaise with various stakeholders involved in claims. Control claim costs while ensuring fair outcomes for customers. Reconcile costs and ensure financial accuracy in claim reporting. Conduct desk-based audits of contractor performance based on key criteria. This role is entirely technical, with the claims concierge team handling overall claim management and customer service. Due to the diverse client base, the claims received vary, offering opportunities to develop new skills in insurance and negotiation. Strong written and verbal communication skills are essential. Key Requirements Experience in property repair work and cost assessment is essential. Surveying, building, and/or insurance qualifications are advantageous, as is site experience. IT literate, with proficiency in Microsoft Office (Outlook, Word, Excel) and the ability to adapt to new technologies. Strong communication skills, both verbal and written, with the ability to convey information clearly. Excellent interpersonal and teamwork skills. Confidence and a professional presence. Ability to contribute to innovation and business excellence. Self-motivated with the ability to meet deadlines and work to high-quality standards. Reliable, resilient, well-presented, and ambitious. Strong organizational skills and the ability to prioritize workload effectively. Benefits Their people are key to their success, and they continuously review and develop their benefits package, which includes: Salary range: 27,000 - 41,000 (depending on experience and qualifications). Standard working hours: Monday to Friday, 8:45 AM - 5:15 PM (37.5 hours per week). Annual leave: 31 days (including bank holidays), increasing with service. Option to purchase up to 5 additional days, plus your birthday off and a volunteer day. Healthcare cash plan, including 24/7 wellbeing helpline, virtual GP access, face-to-face counseling, gym membership discounts, and online wellbeing tools. Support for professional development, including payment of membership fees and training/qualification opportunities. Social and charitable events. Recruitment referral program. A supportive team environment with an open-door policy from senior management. They embrace diversity and equality, fostering an inclusive team where differences are celebrated, and everyone can be their authentic selves.
The role Working under the direction of the Facilities Senior Manager, and in conjunction with the Facilities Technical Compliance Manager, you will be responsible for the delivery of all services for the London office that fall under the Facilities Management remit. These include but are not limited to: Budget and financial management (inc utilities), business continuity, car fleet management, cleaning services, contract management and tendering, environmental and sustainability initiatives (inc SECR, ESOS and Net Zero), fire prevention, front of house (inc catering), health and safety, insurance, national helpdesk, minor works, M&E (inc building and fabric maintenance), office services, post and couriers, project management, procurement, records management, recycling and waste, security (inc systems), statutory compliance, team management. This role is key to ensuring the smooth operation of all facilities managed services to fully support the fee earning functions of the business. You will have relevant experience in these key fields: Professional services Health & Safety Front of house management Catering services management Soft services management Good understanding of hard services Budget management Department Management Department Management Day to day management of the London based facilities team, external suppliers, and contractors, including (not limited to) front of House, on site catering, cleaning, maintenance, security, pest control, post and courier services, stationery, live displays, and general office-based services. Ensure Facilities information and news items are kept up to date on the Sharepoint intranet system, including all group comms to London staff members. Ensure that all London based positions are adequately covered and that all leave requests and time sheets are correctly processed in accordance with the company's requirements. Ensure all staff are adequately trained to perform their duties and organise training where applicable. To conduct performance and development reviews with the relevant team members. Premises Management To ensure the required daily, weekly, and monthly office checks sheets are all accurately completed to identify any operational, maintenance or cleanliness / aesthetic and H&S issues. To manage the relationship between Saffery LLP and the respective landlords/managing agents for the London office attending meetings as required. To manage the relationship with other occupiers of 71 QVS, ensuring effective communication is in place for all planned and reactive works, attending meetings as required. To manage the Saffery helpdesk system and requests raised by staff, ensuring work orders are issued as appropriate, measuring performance against defined internal and external response levels. To liaise with the Technical Compliance Manager to arrange for the cost-effective repair, replacement or installation of plant and equipment when required. Oversee all London based services to ensure meticulous presentation and maintenance of the London premises, liaising with contractors and relevant building/property managing agents to resolve issues in a timely manner. Front of House & Catering Leading and managing the day-to-day activities of the front of house team, working with the wider Facilities team closely to ensure the highest standards are maintained for our client meeting rooms and associated areas. To ensure that the detailed FOH daily checks are completed with actions recorded. To manage the onsite catering and hospitality team ensuring that the highest standards of service are delivered at all times. To manage the relationship with our front of house specialist provider and our catering supplier attending and chairing meetings as required. To constantly strive to improve on the FOH and catering services offered to our clients and partners. The team The Facilities team currently consists of eight people, headed up by the Senior Facilities Manager. This role will report into the Senior Facilities Manager. This role will have several direct reports all of whom will be based out of the main London office. This role will form part of the Rota that supports a 24-hour on call standby in case of any emergency including, security breakdown or major plant failure, which may include attending the office out-of-hours depending on the nature of the situation. This role will need to work closely with the Facilities Technical and Project Managers, and the regional office managers. Health & Safety Ensuring compliance with all standards relating to Health and Safety at Work Act(s) and the management of health and safety regulations. To hold periodic Health and Safety review meetings with relevant London based staff. To manage the internal and managing agent permit to work system. Adhere to, and maintain knowledge of, all applicable legislation pertinent to the job including health and safety at work. Ensure adequate fire marshals are appointed and trained and that instructions are clearly posted and understood. Ensure compliance with the fire certificate - fire drills, weekly alarm testing, staff awareness training sessions. Ensure Fire evac chair training is completed with results recorded for auditing purposes. Ensure completion of site Induction training of new staff with results recorded for auditing purposes. Ensure all certification for the offices are current, e.g., PAT testing. Budget Management To ensure the completion of budget preparation for all aspects of Facilities Management for approval by the Senior Facilities Manager. Monitor actual expenditure against the approved budgets. Prepare variance analysis and forecasts on an ongoing basis. Prepare budgets for specific projects and recommend cost saving initiatives. Monitor the team to ensure all recharges are completed to agreed timescales. Ensure all general financial administrative duties such as raising of purchase orders, purchasing, processing invoices are completed to agreed timescales. Ensure that an accurate invoice and budget tracker is maintained for all services that fall under the responsibility of the facilities team. Moves / Project Management To plan, organise and implement all office changes, re-configurations and ad-hoc projects in conjunction with senior management and the Property & Projects Manager. To ensure effective communication to building management, occupiers, and where applicable landlord of 71 QVS. Management of Managing agents permit to work system ensuring compliance by Saffery. Ensuring Building Management team are updated with all projects and periodical works. Management of delivery for all minor projects related to internal churn, space management, energy and waste management and M&E / infrastructure works. Premises Security To ensure that the day-to-day management of the Saffery security system including new starters and leavers passes and swipe report requests are completed, and that all information held on the Saffery security system is accurate, up to date and compliant with current GDPR legislation. Ensure that all information holding the landlord's security system is accurate, up to date, and compliant with current GDPR legislation. Supervise and advise on all matters concerning the overall security of the organisation and the London premises. Ensure any regulatory FCA requirements are complied with. General To observe the company's policies on data protection, whistle blowing, money laundering, dawn raid, health and safety, fire safety management, business ethics/code of conduct and customer service standards. To work in accordance with the requirements set out in department procedures. To act at all times with professional integrity. From time to time, the role may be exposed to sensitive information, and the job holder must at all times ensure the confidentiality of this information whether concerning members of staff or company business. To treat internal customers fairly and act in their best interests by offering a transparent, efficient, and professional service. The office This role will be based in our London office where attendance will be required four days per week with one day working from home, including potential for ad-hoc travel to other regional offices. Start and finish times are currently set as 9-5 Monday to Friday. Amendments to this can be discussed as long as the core hours per day are maintained. You Experienced Facilities practitioner with relevant qualifications. Likely to have a relevant degree or equivalent and may be a part qualified or qualified professional within the discipline or have extensive equivalent experience. Significant and current experience within a professional services environment required in the delivery of facilities management to professional services companies. Experience of supervising and managing a team, providing technical guidance, and ensuring compliance with internal policies and procedures. Experience within the area of works to manage relevant situations without supervision and provide advice and guidance to others. Experience of interpreting policy and developing procedures/systems. . click apply for full job details
Feb 15, 2025
Full time
The role Working under the direction of the Facilities Senior Manager, and in conjunction with the Facilities Technical Compliance Manager, you will be responsible for the delivery of all services for the London office that fall under the Facilities Management remit. These include but are not limited to: Budget and financial management (inc utilities), business continuity, car fleet management, cleaning services, contract management and tendering, environmental and sustainability initiatives (inc SECR, ESOS and Net Zero), fire prevention, front of house (inc catering), health and safety, insurance, national helpdesk, minor works, M&E (inc building and fabric maintenance), office services, post and couriers, project management, procurement, records management, recycling and waste, security (inc systems), statutory compliance, team management. This role is key to ensuring the smooth operation of all facilities managed services to fully support the fee earning functions of the business. You will have relevant experience in these key fields: Professional services Health & Safety Front of house management Catering services management Soft services management Good understanding of hard services Budget management Department Management Department Management Day to day management of the London based facilities team, external suppliers, and contractors, including (not limited to) front of House, on site catering, cleaning, maintenance, security, pest control, post and courier services, stationery, live displays, and general office-based services. Ensure Facilities information and news items are kept up to date on the Sharepoint intranet system, including all group comms to London staff members. Ensure that all London based positions are adequately covered and that all leave requests and time sheets are correctly processed in accordance with the company's requirements. Ensure all staff are adequately trained to perform their duties and organise training where applicable. To conduct performance and development reviews with the relevant team members. Premises Management To ensure the required daily, weekly, and monthly office checks sheets are all accurately completed to identify any operational, maintenance or cleanliness / aesthetic and H&S issues. To manage the relationship between Saffery LLP and the respective landlords/managing agents for the London office attending meetings as required. To manage the relationship with other occupiers of 71 QVS, ensuring effective communication is in place for all planned and reactive works, attending meetings as required. To manage the Saffery helpdesk system and requests raised by staff, ensuring work orders are issued as appropriate, measuring performance against defined internal and external response levels. To liaise with the Technical Compliance Manager to arrange for the cost-effective repair, replacement or installation of plant and equipment when required. Oversee all London based services to ensure meticulous presentation and maintenance of the London premises, liaising with contractors and relevant building/property managing agents to resolve issues in a timely manner. Front of House & Catering Leading and managing the day-to-day activities of the front of house team, working with the wider Facilities team closely to ensure the highest standards are maintained for our client meeting rooms and associated areas. To ensure that the detailed FOH daily checks are completed with actions recorded. To manage the onsite catering and hospitality team ensuring that the highest standards of service are delivered at all times. To manage the relationship with our front of house specialist provider and our catering supplier attending and chairing meetings as required. To constantly strive to improve on the FOH and catering services offered to our clients and partners. The team The Facilities team currently consists of eight people, headed up by the Senior Facilities Manager. This role will report into the Senior Facilities Manager. This role will have several direct reports all of whom will be based out of the main London office. This role will form part of the Rota that supports a 24-hour on call standby in case of any emergency including, security breakdown or major plant failure, which may include attending the office out-of-hours depending on the nature of the situation. This role will need to work closely with the Facilities Technical and Project Managers, and the regional office managers. Health & Safety Ensuring compliance with all standards relating to Health and Safety at Work Act(s) and the management of health and safety regulations. To hold periodic Health and Safety review meetings with relevant London based staff. To manage the internal and managing agent permit to work system. Adhere to, and maintain knowledge of, all applicable legislation pertinent to the job including health and safety at work. Ensure adequate fire marshals are appointed and trained and that instructions are clearly posted and understood. Ensure compliance with the fire certificate - fire drills, weekly alarm testing, staff awareness training sessions. Ensure Fire evac chair training is completed with results recorded for auditing purposes. Ensure completion of site Induction training of new staff with results recorded for auditing purposes. Ensure all certification for the offices are current, e.g., PAT testing. Budget Management To ensure the completion of budget preparation for all aspects of Facilities Management for approval by the Senior Facilities Manager. Monitor actual expenditure against the approved budgets. Prepare variance analysis and forecasts on an ongoing basis. Prepare budgets for specific projects and recommend cost saving initiatives. Monitor the team to ensure all recharges are completed to agreed timescales. Ensure all general financial administrative duties such as raising of purchase orders, purchasing, processing invoices are completed to agreed timescales. Ensure that an accurate invoice and budget tracker is maintained for all services that fall under the responsibility of the facilities team. Moves / Project Management To plan, organise and implement all office changes, re-configurations and ad-hoc projects in conjunction with senior management and the Property & Projects Manager. To ensure effective communication to building management, occupiers, and where applicable landlord of 71 QVS. Management of Managing agents permit to work system ensuring compliance by Saffery. Ensuring Building Management team are updated with all projects and periodical works. Management of delivery for all minor projects related to internal churn, space management, energy and waste management and M&E / infrastructure works. Premises Security To ensure that the day-to-day management of the Saffery security system including new starters and leavers passes and swipe report requests are completed, and that all information held on the Saffery security system is accurate, up to date and compliant with current GDPR legislation. Ensure that all information holding the landlord's security system is accurate, up to date, and compliant with current GDPR legislation. Supervise and advise on all matters concerning the overall security of the organisation and the London premises. Ensure any regulatory FCA requirements are complied with. General To observe the company's policies on data protection, whistle blowing, money laundering, dawn raid, health and safety, fire safety management, business ethics/code of conduct and customer service standards. To work in accordance with the requirements set out in department procedures. To act at all times with professional integrity. From time to time, the role may be exposed to sensitive information, and the job holder must at all times ensure the confidentiality of this information whether concerning members of staff or company business. To treat internal customers fairly and act in their best interests by offering a transparent, efficient, and professional service. The office This role will be based in our London office where attendance will be required four days per week with one day working from home, including potential for ad-hoc travel to other regional offices. Start and finish times are currently set as 9-5 Monday to Friday. Amendments to this can be discussed as long as the core hours per day are maintained. You Experienced Facilities practitioner with relevant qualifications. Likely to have a relevant degree or equivalent and may be a part qualified or qualified professional within the discipline or have extensive equivalent experience. Significant and current experience within a professional services environment required in the delivery of facilities management to professional services companies. Experience of supervising and managing a team, providing technical guidance, and ensuring compliance with internal policies and procedures. Experience within the area of works to manage relevant situations without supervision and provide advice and guidance to others. Experience of interpreting policy and developing procedures/systems. . click apply for full job details
Associate Vice President, Service Desk Manager Apply locations London, UK time type Full time posted on Posted 8 Days Ago job requisition id R5879 Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry. Job Description Summary: Ares Management is currently seeking a Service Desk Manager to join the End User Support team within the Technology & Information Security organization. The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape. The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed. The group is responsible for providing excellent client service while serving as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues. They are also responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to Technology requirements. Service Desk management is responsible for overseeing the Service Desk support team in their respective locations (London and all other locations within EMEA) by supporting them in their daily tasks of responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor productivity, manage projects, delegate tasks, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. Though the primary responsibility is management, there will be occasions where some hands-on technical work is required. Primary Functions & Essential Responsibilities: Day to day management of Service Desk Analysts, Senior Analysts, consultants Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc. Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Partner with colleagues to develop metrics / OLA's / KPI's to drive operational efficiencies Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation, etc. Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the EMEA Region Education: BS/BA in Computer Science, Business Administration or equivalent experience Certifications Desired may include: HDI Certifications ITIL/ITSM Foundation Certification Six Sigma Green belt (min) Certifications Microsoft Certifications CompTia Certifications (A+/Sec+/Net+) Experience Required: Experience in the financial services sector and/or alternate asset management experience preferred A minimum of 8 years of relevant experience with at least 3 years in a leadership role Proven people leader - hiring, developing, and fostering talent; building high-performing teams; driving change across scaled and global teams Experience leading staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience (QCE) Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. Exceptional critical thinker and strong business judgment Ability to design and document processes Intermediate Excel skills; familiarity with formulas and pivot tables Track record of strong performance General Requirements: Ability to manage challenging workflow in a fast-paced, dynamic organization, managing multiple assignments in a deadline driven environment Experience managing internal and external stakeholders and leading project prioritization discussions to drive roadmap Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight Ability to extract meaningful information from extensive research and analysis to effectively present facts and findings in a digestible format, a keen eye for attention to detail Strong sense of ownership and accountability Organizational skills, demonstrated ability to manage competing priorities and lead large scale projects to completion Ability to multi-task and prioritize deadlines; result oriented Change agent / leader, self-motivated, self-starter High accuracy and detail orientation Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with key stakeholders to direct prioritization of program related activity Experience and ability to proactively and continuously identify and analyze problem situations to develop an effective and improve course of action for resolution Ability to work independently within a fast-paced environment with a hands-on approach Ability to be flexible in terms of hours in order to coordinate with team members across time zones Comfort in dealing with ambiguity and uncertainty in a dynamic environment Dependable, great attitude, highly motivated and a team player Reporting Relationships: Vice President, Service Desk There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.
Feb 13, 2025
Full time
Associate Vice President, Service Desk Manager Apply locations London, UK time type Full time posted on Posted 8 Days Ago job requisition id R5879 Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry. Job Description Summary: Ares Management is currently seeking a Service Desk Manager to join the End User Support team within the Technology & Information Security organization. The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape. The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed. The group is responsible for providing excellent client service while serving as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues. They are also responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to Technology requirements. Service Desk management is responsible for overseeing the Service Desk support team in their respective locations (London and all other locations within EMEA) by supporting them in their daily tasks of responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor productivity, manage projects, delegate tasks, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. Though the primary responsibility is management, there will be occasions where some hands-on technical work is required. Primary Functions & Essential Responsibilities: Day to day management of Service Desk Analysts, Senior Analysts, consultants Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc. Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Partner with colleagues to develop metrics / OLA's / KPI's to drive operational efficiencies Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation, etc. Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the EMEA Region Education: BS/BA in Computer Science, Business Administration or equivalent experience Certifications Desired may include: HDI Certifications ITIL/ITSM Foundation Certification Six Sigma Green belt (min) Certifications Microsoft Certifications CompTia Certifications (A+/Sec+/Net+) Experience Required: Experience in the financial services sector and/or alternate asset management experience preferred A minimum of 8 years of relevant experience with at least 3 years in a leadership role Proven people leader - hiring, developing, and fostering talent; building high-performing teams; driving change across scaled and global teams Experience leading staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience (QCE) Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. Exceptional critical thinker and strong business judgment Ability to design and document processes Intermediate Excel skills; familiarity with formulas and pivot tables Track record of strong performance General Requirements: Ability to manage challenging workflow in a fast-paced, dynamic organization, managing multiple assignments in a deadline driven environment Experience managing internal and external stakeholders and leading project prioritization discussions to drive roadmap Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight Ability to extract meaningful information from extensive research and analysis to effectively present facts and findings in a digestible format, a keen eye for attention to detail Strong sense of ownership and accountability Organizational skills, demonstrated ability to manage competing priorities and lead large scale projects to completion Ability to multi-task and prioritize deadlines; result oriented Change agent / leader, self-motivated, self-starter High accuracy and detail orientation Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with key stakeholders to direct prioritization of program related activity Experience and ability to proactively and continuously identify and analyze problem situations to develop an effective and improve course of action for resolution Ability to work independently within a fast-paced environment with a hands-on approach Ability to be flexible in terms of hours in order to coordinate with team members across time zones Comfort in dealing with ambiguity and uncertainty in a dynamic environment Dependable, great attitude, highly motivated and a team player Reporting Relationships: Vice President, Service Desk There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.
About Gigs At Gigs, we're building the operating system for mobile services - a platform that enables tech companies to seamlessly embed connectivity into their products. Like Stripe enables payment buttons in any product, Gigs enables businesses to add a connect button and issue SIMs with a click. From fintechs launching mobile services to HRIS platforms offering work phone plans, we automate phone plan provisioning. We're solving complex technical, operational and regulatory challenges to make this a reality. Since 2020, we've grown to a team of around 90 people across the US and Europe, bringing together an experienced team of early-stage engineers, product builders and business athletes from companies like Stripe, Airbnb and Shopify. We know what it takes to solve hard problems. With almost $100MM in funding from Ribbit Capital, Google and Y Combinator, Gigs is one of the fastest growing tech companies. Building on our strong foundation, we're looking for exceptional candidates who want to do the best work of their lives in a high-paced environment, surrounded by a highly talented, ambitious team. You'll be joining at an exciting inflection point in our company's history. At sub-100 people and with a year of hyper-growth ahead of us, opportunity is abundant. The position You will work across subscribers, B2B customers, product, engineering, operations, and network partners to create scalable and automated processes. Your overarching goal is to ensure that the rate and cost of customer issues decrease with our growth, and that the team resolves problems with speed, efficiency, and exceptional quality. This role reports into the Head of Product because Gigs views Customer Support as an part of our product offering. In addition to leading our traditional support offering, Gigs is focused on automating away 99% of all support questions with self-healing, easy self-service, and contextual and compliant AI tools for our customers. You will be part of the team rolling this out to our customers. Key responsibilities include: Lead a high-performing customer support team (Tier 1-3) that has reduced cost to serve, fast response/resolution times, high CSAT score, etc. Manage outsourcing partners, ensuring cost-effective, predictable, and high-quality service. Grow Gigs' "support as a service" product handling T1 and T2 support on behalf of enterprise customers who do not want to handle telecom support. Automate and productize key customer support processes to reduce issue rates and improve efficiency using the latest tools available, working closely with our internal AI product teams. Manage incidents, including customer communication, through to post-mortems improvement and collaborate with cross-functional teams for project and feature rollouts. About you Leadership: Ability to build, mentor, and scale a high-performing support team. Problem Solver : Genuine interest in identifying recurring user issues and experience working with product teams to create solutions to remove them. Process Improvement: Skilled in streamlining and automating support processes. AI Obessed: You have exposure to AI automation with the latest LLMs and agentic AI tools. Customer-Centric: Strong focus on delivering excellent customer experience and advocacy. Vendor Management: Expertise in managing outsourcing vendors, ensuring cost efficiency and quality. Technical Aptitude: Comfortable working with APIs, telecom services, and support software (e.g., Zendesk, Intercom). Data-Driven: Uses metrics to drive decision-making and improve performance. Collaborative: Effectively works with product, engineering, business teams, customers, and vendors. Builds strong personal relationships, even with difficult partners and stakeholders. Executive Communication: Capable of clear, persuasive communication with senior leadership inside Gigs and with customers. Resilient: Start up / scale ups are a marathon and a sprint at the same time. Gigsters roll with the punches and rise to the next challenge. Remote Work at Gigs At Gigs, we're remote-friendly, with a strong emphasis on meaningful in-person collaboration. While most of our work is done remotely, we encourage our team to connect regularly in our hubs, whether for focused teamwork, customer meetings, or brainstorming sessions that drive creativity. Gigs Pads: Our hubs in San Francisco, London, and Berlin are designed for teams to come together when needed - whether to collaborate on projects, meet customers, or simply change the scenery. Gigs Republic: Twice a year, the entire company gathers for in-depth team bonding, strategic sessions, and shared experiences to reinforce our culture and drive growth. This blend of remote work and in-person collaboration ensures we maintain a dynamic, connected, and innovative team environment. What We Offer At Gigs, we believe in rewarding excellence. You'll receive competitive compensation and stock options to ensure you are truly part of our growth. Benefits/additional compensation for this role may include stipends for upgrading your home office or work setup, learning and development budgets to support your career growth and a free phone and international data plan (naturally). If you're excited about pushing boundaries and helping us shape the future of telecom, we'd love to hear from you. For more information on benefits, Gigs Pads, and life at Gigs, check out our Careers page.
Feb 13, 2025
Full time
About Gigs At Gigs, we're building the operating system for mobile services - a platform that enables tech companies to seamlessly embed connectivity into their products. Like Stripe enables payment buttons in any product, Gigs enables businesses to add a connect button and issue SIMs with a click. From fintechs launching mobile services to HRIS platforms offering work phone plans, we automate phone plan provisioning. We're solving complex technical, operational and regulatory challenges to make this a reality. Since 2020, we've grown to a team of around 90 people across the US and Europe, bringing together an experienced team of early-stage engineers, product builders and business athletes from companies like Stripe, Airbnb and Shopify. We know what it takes to solve hard problems. With almost $100MM in funding from Ribbit Capital, Google and Y Combinator, Gigs is one of the fastest growing tech companies. Building on our strong foundation, we're looking for exceptional candidates who want to do the best work of their lives in a high-paced environment, surrounded by a highly talented, ambitious team. You'll be joining at an exciting inflection point in our company's history. At sub-100 people and with a year of hyper-growth ahead of us, opportunity is abundant. The position You will work across subscribers, B2B customers, product, engineering, operations, and network partners to create scalable and automated processes. Your overarching goal is to ensure that the rate and cost of customer issues decrease with our growth, and that the team resolves problems with speed, efficiency, and exceptional quality. This role reports into the Head of Product because Gigs views Customer Support as an part of our product offering. In addition to leading our traditional support offering, Gigs is focused on automating away 99% of all support questions with self-healing, easy self-service, and contextual and compliant AI tools for our customers. You will be part of the team rolling this out to our customers. Key responsibilities include: Lead a high-performing customer support team (Tier 1-3) that has reduced cost to serve, fast response/resolution times, high CSAT score, etc. Manage outsourcing partners, ensuring cost-effective, predictable, and high-quality service. Grow Gigs' "support as a service" product handling T1 and T2 support on behalf of enterprise customers who do not want to handle telecom support. Automate and productize key customer support processes to reduce issue rates and improve efficiency using the latest tools available, working closely with our internal AI product teams. Manage incidents, including customer communication, through to post-mortems improvement and collaborate with cross-functional teams for project and feature rollouts. About you Leadership: Ability to build, mentor, and scale a high-performing support team. Problem Solver : Genuine interest in identifying recurring user issues and experience working with product teams to create solutions to remove them. Process Improvement: Skilled in streamlining and automating support processes. AI Obessed: You have exposure to AI automation with the latest LLMs and agentic AI tools. Customer-Centric: Strong focus on delivering excellent customer experience and advocacy. Vendor Management: Expertise in managing outsourcing vendors, ensuring cost efficiency and quality. Technical Aptitude: Comfortable working with APIs, telecom services, and support software (e.g., Zendesk, Intercom). Data-Driven: Uses metrics to drive decision-making and improve performance. Collaborative: Effectively works with product, engineering, business teams, customers, and vendors. Builds strong personal relationships, even with difficult partners and stakeholders. Executive Communication: Capable of clear, persuasive communication with senior leadership inside Gigs and with customers. Resilient: Start up / scale ups are a marathon and a sprint at the same time. Gigsters roll with the punches and rise to the next challenge. Remote Work at Gigs At Gigs, we're remote-friendly, with a strong emphasis on meaningful in-person collaboration. While most of our work is done remotely, we encourage our team to connect regularly in our hubs, whether for focused teamwork, customer meetings, or brainstorming sessions that drive creativity. Gigs Pads: Our hubs in San Francisco, London, and Berlin are designed for teams to come together when needed - whether to collaborate on projects, meet customers, or simply change the scenery. Gigs Republic: Twice a year, the entire company gathers for in-depth team bonding, strategic sessions, and shared experiences to reinforce our culture and drive growth. This blend of remote work and in-person collaboration ensures we maintain a dynamic, connected, and innovative team environment. What We Offer At Gigs, we believe in rewarding excellence. You'll receive competitive compensation and stock options to ensure you are truly part of our growth. Benefits/additional compensation for this role may include stipends for upgrading your home office or work setup, learning and development budgets to support your career growth and a free phone and international data plan (naturally). If you're excited about pushing boundaries and helping us shape the future of telecom, we'd love to hear from you. For more information on benefits, Gigs Pads, and life at Gigs, check out our Careers page.
Work from home or the office in East Sussex (not Brighton!). Chartered Building Surveyor required to join a team working with private and commercial clients to deliver projects up to £5m. The role is varied with loads of scope to make it your own as part of a friendly, supportive and client focused team. You will be joining a stable and well established company who are committed to treating people and our planet well and being a part of the communities in which we work. You will join a small but ambitious team and are looking for someone who will help us continue to innovate and grow and wants to be proud of the work they do and of delivering an excellent service to clients. You need to have solid technical skills and excellent experience of managing projects including working with managing agents, private individuals and larger public and private sector clients to run things under your own steam. You will have experience in the following roles: building surveyor contract administrator CDM advisor A solid understanding of the Building Regulations and other industry Standards. Ideally you should be proficient in the use of NBS, BCIS, AutoCAD and drafting contracts. The successful candidate will be offered a generous salary and annual leave package in the region of £50k to £65k depending on experience and ability, a genuine commitment to supporting your training and development and as much flexibility about where you work as you would like. You can chose to work from the modern office but are equally happy to trust you to deliver from home. You need to have your own transport and be happy to travel throughout Sussex, London and sometimes further afield to get to site. The role, desk, laptop and hi vis are ready and waiting for the right person! Apply today as interviews are taking place in October. Please apply for further detail. Your CV will never be shared without your permission so apply with confidence. You will be contacted by Toni Dukes, Senior Consultant t: e: Connect: To view more roles within; Building Surveying, General Practice Surveying, Valuation and Project Management, please visit our website, contact me for an initial discussion about your career path, and follow my LinkedIn page for new opportunities and shared industry updates.
Dec 06, 2022
Full time
Work from home or the office in East Sussex (not Brighton!). Chartered Building Surveyor required to join a team working with private and commercial clients to deliver projects up to £5m. The role is varied with loads of scope to make it your own as part of a friendly, supportive and client focused team. You will be joining a stable and well established company who are committed to treating people and our planet well and being a part of the communities in which we work. You will join a small but ambitious team and are looking for someone who will help us continue to innovate and grow and wants to be proud of the work they do and of delivering an excellent service to clients. You need to have solid technical skills and excellent experience of managing projects including working with managing agents, private individuals and larger public and private sector clients to run things under your own steam. You will have experience in the following roles: building surveyor contract administrator CDM advisor A solid understanding of the Building Regulations and other industry Standards. Ideally you should be proficient in the use of NBS, BCIS, AutoCAD and drafting contracts. The successful candidate will be offered a generous salary and annual leave package in the region of £50k to £65k depending on experience and ability, a genuine commitment to supporting your training and development and as much flexibility about where you work as you would like. You can chose to work from the modern office but are equally happy to trust you to deliver from home. You need to have your own transport and be happy to travel throughout Sussex, London and sometimes further afield to get to site. The role, desk, laptop and hi vis are ready and waiting for the right person! Apply today as interviews are taking place in October. Please apply for further detail. Your CV will never be shared without your permission so apply with confidence. You will be contacted by Toni Dukes, Senior Consultant t: e: Connect: To view more roles within; Building Surveying, General Practice Surveying, Valuation and Project Management, please visit our website, contact me for an initial discussion about your career path, and follow my LinkedIn page for new opportunities and shared industry updates.
Job Title - Senior IT Support Location - Earlston Salary - £24k - £30k DOE Hours - Full time, Permanent Mon - Fri 0800 - 1700 We're working closely with one of our amazing clients who is the largest integrated forestry business in the UK with around 1700 employees and turning over more than £500m. With the continued growth of this fantastic company, we are on the hunt for an individual who has a passion for developing internal software applications. What you will be doing - Monitoring the helpdesk platform and ensuring all user tickets are assigned to the appropriate agents, responded to and closed off within sla. Tracking, prioritising, documenting, and reporting requests using our IT helpdesk system. Diagnosing software and hardware problems, as well as undertaking repairs and upgrades. Monitoring alerts and acting as first response, escalating where required Monitoring and maintaining backup systems across the business. Assisting Infrastructure and Security with the installation and configuration of new servers, networking infrastructure and other IT equipment and services across the business. Computer and Tablet builds & rebuilds. Telephony configuration and management. Upcoming projects you will be a part of - Office Migrations - as we acquire new businesses. Active Directory Migrations Laptop / Desktop Refresh About you - Already an experienced IT Infrastructure Support Technician, preferably providing support to a large and growing businesses, you'll have diverse and well-rounded knowledge of desktop, laptop and server support. In addition, you'll have: Excellent understanding of Windows 7 and Windows 10 Operating Systems, covering installation, configuration, and fault-finding activities. Experience of Microsoft Office 365 support. Excellent communication and problem-solving skills Full driving licence and willingness to travelling to sites across the UK. In addition, any familiarity with Windows Server, including Active Directory, Linux, VMware & Linux KVM Virtualisation and Backup Systems would be beneficial but not required as on the job training will be provided. What you'll get - On top of a competitive salary, you will receive - Discounted rate on a range of products Employee benefits portal with access to exclusive deals and discounts on 100s of high street brands, utilities, eating out and more! Confidential 24/7 wellbeing support. Cycle to Work Scheme. Funded learning and career development opportunities. Company provided Life Assurance policy Interested? Apply today!
Dec 08, 2021
Full time
Job Title - Senior IT Support Location - Earlston Salary - £24k - £30k DOE Hours - Full time, Permanent Mon - Fri 0800 - 1700 We're working closely with one of our amazing clients who is the largest integrated forestry business in the UK with around 1700 employees and turning over more than £500m. With the continued growth of this fantastic company, we are on the hunt for an individual who has a passion for developing internal software applications. What you will be doing - Monitoring the helpdesk platform and ensuring all user tickets are assigned to the appropriate agents, responded to and closed off within sla. Tracking, prioritising, documenting, and reporting requests using our IT helpdesk system. Diagnosing software and hardware problems, as well as undertaking repairs and upgrades. Monitoring alerts and acting as first response, escalating where required Monitoring and maintaining backup systems across the business. Assisting Infrastructure and Security with the installation and configuration of new servers, networking infrastructure and other IT equipment and services across the business. Computer and Tablet builds & rebuilds. Telephony configuration and management. Upcoming projects you will be a part of - Office Migrations - as we acquire new businesses. Active Directory Migrations Laptop / Desktop Refresh About you - Already an experienced IT Infrastructure Support Technician, preferably providing support to a large and growing businesses, you'll have diverse and well-rounded knowledge of desktop, laptop and server support. In addition, you'll have: Excellent understanding of Windows 7 and Windows 10 Operating Systems, covering installation, configuration, and fault-finding activities. Experience of Microsoft Office 365 support. Excellent communication and problem-solving skills Full driving licence and willingness to travelling to sites across the UK. In addition, any familiarity with Windows Server, including Active Directory, Linux, VMware & Linux KVM Virtualisation and Backup Systems would be beneficial but not required as on the job training will be provided. What you'll get - On top of a competitive salary, you will receive - Discounted rate on a range of products Employee benefits portal with access to exclusive deals and discounts on 100s of high street brands, utilities, eating out and more! Confidential 24/7 wellbeing support. Cycle to Work Scheme. Funded learning and career development opportunities. Company provided Life Assurance policy Interested? Apply today!
Location: Chelmsford, Essex Salary: £20,000 Posted: 15 Nov 2021 Closes: 13 Dec 2021 Job Type: Full Time and Permanent Business Unit: UK Patient Transport Services Region / Division: UK & Ireland Reference: 10837 Role Responsibility: Helpdesk Agent Chelmsford, Essex - CM1 2QE Fixed Term - Maternity Cover £20,000 per annum Full Time - 40 hours per week working 5 days out of 7 between 7:00 and 15:30 G4S Patient Transport Services have an opportunity for a Helpdesk Agent to join their team based in Chelmsford, Essex. Job Outline: The Helpdesk is the first point of contact for anyone wishing to query or chase a Patient Transport journey. The Helpdesk team predominantly takes enquiries from Patients, Patient Representatives, Care Homes or Health Care Professionals. As a Helpdesk Agent you will work as part of a team to carry out the above functions and represent G4S Healthcare within the NHS. You will communicate effectively and liaise with Patients, Health Care Professionals and Senior on-call management. Other Key Responsibilities will include: Escalate any issues to Senior Controllers where the patient journey may be at risk of failure. Keep up to date and complete training as requested. Be aware of safeguarding policies and procedures. Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Leader. The Ideal Candidate: Essential Criteria: A professional attitude, calm disposition and excellent telephone manner is paramount for this position. Experience of working in a safeguarding environment and completing safeguarding documentation. Ability to work well as part of a team. Strong verbal and written communication skills. Ability to multitask whilst paying strong attention to detail. We offer our employees an immense range of exciting, rewarding and long term career opportunities and benefits where they can really make a difference in a meaningful way. Other benefits and rewards of working for such a large organisation are: Eye Care Vouchers - Free eye-tests/discounts for VDU users Hospital Saturday Fund (HSF) Health Plan Charity work- Match-IT and Payroll Giving Employee Care Scheme (Best Doctors and First Assist Counselling Services) Refer A Friend Scheme Love to Shop Campaigns You will also be provided with the opportunity to enrol into a company pension scheme and the G4S Life Assurance scheme. This role requires the ability to work with vulnerable, frail people, with the need for medical treatment at hospitals in a caring and compassionate way. Because we are dealing with the vulnerable in a patient care environment, a full enhanced DBS check is required. Safety is of paramount importance and the post holder must ensure that safe systems of work are followed without compromise. The post holder needs to be committed to maintaining high standards of customer care and service delivery that will include the responsibility of adequate safeguarding and prevent training and awareness and an understanding of reporting concerns to the line manager.
Dec 07, 2021
Full time
Location: Chelmsford, Essex Salary: £20,000 Posted: 15 Nov 2021 Closes: 13 Dec 2021 Job Type: Full Time and Permanent Business Unit: UK Patient Transport Services Region / Division: UK & Ireland Reference: 10837 Role Responsibility: Helpdesk Agent Chelmsford, Essex - CM1 2QE Fixed Term - Maternity Cover £20,000 per annum Full Time - 40 hours per week working 5 days out of 7 between 7:00 and 15:30 G4S Patient Transport Services have an opportunity for a Helpdesk Agent to join their team based in Chelmsford, Essex. Job Outline: The Helpdesk is the first point of contact for anyone wishing to query or chase a Patient Transport journey. The Helpdesk team predominantly takes enquiries from Patients, Patient Representatives, Care Homes or Health Care Professionals. As a Helpdesk Agent you will work as part of a team to carry out the above functions and represent G4S Healthcare within the NHS. You will communicate effectively and liaise with Patients, Health Care Professionals and Senior on-call management. Other Key Responsibilities will include: Escalate any issues to Senior Controllers where the patient journey may be at risk of failure. Keep up to date and complete training as requested. Be aware of safeguarding policies and procedures. Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Leader. The Ideal Candidate: Essential Criteria: A professional attitude, calm disposition and excellent telephone manner is paramount for this position. Experience of working in a safeguarding environment and completing safeguarding documentation. Ability to work well as part of a team. Strong verbal and written communication skills. Ability to multitask whilst paying strong attention to detail. We offer our employees an immense range of exciting, rewarding and long term career opportunities and benefits where they can really make a difference in a meaningful way. Other benefits and rewards of working for such a large organisation are: Eye Care Vouchers - Free eye-tests/discounts for VDU users Hospital Saturday Fund (HSF) Health Plan Charity work- Match-IT and Payroll Giving Employee Care Scheme (Best Doctors and First Assist Counselling Services) Refer A Friend Scheme Love to Shop Campaigns You will also be provided with the opportunity to enrol into a company pension scheme and the G4S Life Assurance scheme. This role requires the ability to work with vulnerable, frail people, with the need for medical treatment at hospitals in a caring and compassionate way. Because we are dealing with the vulnerable in a patient care environment, a full enhanced DBS check is required. Safety is of paramount importance and the post holder must ensure that safe systems of work are followed without compromise. The post holder needs to be committed to maintaining high standards of customer care and service delivery that will include the responsibility of adequate safeguarding and prevent training and awareness and an understanding of reporting concerns to the line manager.
The main responsibility will be provide 2nd line support to our Birmingham office. As Equiniti have offices in 20+ locations there will be requirement on occasion to visit these offices from time to time for calls that cannot be resolved remotely. For all sites there will also be a requirement to maintain the LAN security and company asset register. We use Microsoft SCCM for application packaging and deployment. Microsoft SCSM to manage the service desk calls that are generated where we have priority and SLA enforced timelines meaning that the candidate will need to be able to work under pressure whilst prioritising work. Department Information The Equiniti EUC (End User Compute) Operations Team are based in several sites across the globe supporting offices in the UK, USA, Poland and India. Although the team is spread out across the globe we act as one team supporting not only the users in the business but also help the rest of the team either towards a solution for a current issue or knowledge transfer of a new system. Role Summary Core Duties/Responsibilities Responding to and resolving incidents and service requests both remotely and face to face, using specific call handling software to senior executives. Prioritise, analyse, track and escalate alerts in line with area protocols. Manage incidents and service requests for users at all sites as needed. Deploy desktop and laptop builds across the Group. Work on project roll outs, desk moves and change requests when required. Advise 1st line agents, undertake first time fix for agreed tasks (including user access management). Escalate issue and incidents to the Desktop team leader and ITSM. Liaise with 3rd party suppliers for hardware/software issues including call ownership and management. Apply ITIL methodology to deliver best practice in all areas. Skills, Capabilities and Attributes Skills, Knowledge & Experience The job holder will demonstrate the following experience skills and behaviours: Good technical knowledge of Microsoft products including: Windows 10, & server 2016, Active Directory and 0365. Good knowledge of Microsoft Systems Centre product suite. Good knowledge of Microsoft TEAMS. Basic understanding of ITIL. Keen focus on service and the continuous improvement of service. Confident and capable in both a team environment and working on own initiative. Effective communication skills working with both IT and non-IT colleagues. Focused on detail but capable of being flexible when competing deadlines/projects require it. Confident and successful when planning and setting priorities for workload. This role will be subject to advanced screening / security clearance.
Dec 04, 2021
Full time
The main responsibility will be provide 2nd line support to our Birmingham office. As Equiniti have offices in 20+ locations there will be requirement on occasion to visit these offices from time to time for calls that cannot be resolved remotely. For all sites there will also be a requirement to maintain the LAN security and company asset register. We use Microsoft SCCM for application packaging and deployment. Microsoft SCSM to manage the service desk calls that are generated where we have priority and SLA enforced timelines meaning that the candidate will need to be able to work under pressure whilst prioritising work. Department Information The Equiniti EUC (End User Compute) Operations Team are based in several sites across the globe supporting offices in the UK, USA, Poland and India. Although the team is spread out across the globe we act as one team supporting not only the users in the business but also help the rest of the team either towards a solution for a current issue or knowledge transfer of a new system. Role Summary Core Duties/Responsibilities Responding to and resolving incidents and service requests both remotely and face to face, using specific call handling software to senior executives. Prioritise, analyse, track and escalate alerts in line with area protocols. Manage incidents and service requests for users at all sites as needed. Deploy desktop and laptop builds across the Group. Work on project roll outs, desk moves and change requests when required. Advise 1st line agents, undertake first time fix for agreed tasks (including user access management). Escalate issue and incidents to the Desktop team leader and ITSM. Liaise with 3rd party suppliers for hardware/software issues including call ownership and management. Apply ITIL methodology to deliver best practice in all areas. Skills, Capabilities and Attributes Skills, Knowledge & Experience The job holder will demonstrate the following experience skills and behaviours: Good technical knowledge of Microsoft products including: Windows 10, & server 2016, Active Directory and 0365. Good knowledge of Microsoft Systems Centre product suite. Good knowledge of Microsoft TEAMS. Basic understanding of ITIL. Keen focus on service and the continuous improvement of service. Confident and capable in both a team environment and working on own initiative. Effective communication skills working with both IT and non-IT colleagues. Focused on detail but capable of being flexible when competing deadlines/projects require it. Confident and successful when planning and setting priorities for workload. This role will be subject to advanced screening / security clearance.
Please visit our website for more information - mufgemea.com. The Operations division is core to all of MUFG's business activities. With employees based in London, New York and Hong Kong, the function consists of five pillars Middle Office, Business Management, Transaction Processing, Clearing and Settlement, and Operational Control. A diverse product range is covered including Equities, FX, Fixed Income, and Derivatives. The division has a wide range of responsibilities including oversight of the business and our ability to achieve strategic goals via our change program; interface to the business, customer, branch and agent network; managing the processing lifecycle for trades and transactions from the single touch, single entry items through to the complex, multi-entry trades; providing a shared service/utility function by receiving the output of Transaction Processing and executing the cash and/or clearing of processed transactions; independent control function ensuring Transaction Processing and Clearing & Settlement Services execute appropriate controls to mitigate regulatory and operational risks. Operations NUMBER OF DIRECT REPORTS 0 MAIN PURPOSE OF THE ROLE The opportunity is for an enthusiastic and intelligent individual to join the Middle Office Derivatives Trade Support team within Operations, responsible for providing control and support for multiple trading desks. The desks are engaged in pricing and trading of vanilla and structured derivative products across multiple assets classes including rates, equity, commodity, credit and FX. The team provides trader support to facilitate the accurate and timely booking and post execution care of all trades executed. Acting as a vital intermediary between Trading, Sales, Structuring and various back office areas, the Derivatives Trade Support team has a pivotal role in BAU whilst contributing to the planning and development of new product offerings on a regular basis. The successful candidate will spend time learning the day-to-day processes, interactions and many relationships managed by the team, helping to provide continuous development ideas and driving through required improvements. The role will focus on supporting flow derivative products, therefore a very strong understanding of the trading infrastructure, pricing inputs and lifecycle management mechanics of these products is critical. The position will require daily face off to the business, performing real time validation control routines across the platform, and running daily reconciliations to identify discrepancies and ensuring they are fully understood, explained and communicated to relevant stakeholders. A detailed understanding of the front to back process is essential since daily interaction with internal and external stakeholders is required to ensure relevant updates are processed in a timely manner. This is a demanding role which requires the candidate to undertake a multitude of disciplines, and has existing multi-asset derivatives experience in flow products. KEY RESPONSIBILITIES In this role, you will be responsible for Derivatives Trade Support across MUFG's banking arm and securities business under a dual-hat arrangement. Under this arrangement, you will act and make decisions on behalf of both the bank and the securities business, Responsibilities will include: Review of complex bookings, structures and bespoke transactions Ensure accuracy of all components of new and existing trade bookings across multiple systems and exception management of approximate bookings Development and testing of in-house systems Day to day accurate execution of processes, being a direct contributor to re-engineering or building of controls Liaising closely with Trading, Sales and Structuring to ensure accurate and timely bookings of trades Act as a key liaison between trading, other support functions and the counterparty Trade lifecycle management including T0 validation, fixings, coupon calculations, trigger monitoring, break clause and expiry monitoring Fully understand the controls required to support the business through inter-system reconciliations Strict adherence to internal control and escalation protocol Maintain a consistent and robust control environment Contribute to continuous process improvements Participate in strategic projects across multiple infrastructures Compose and maintain process manuals to ensure accurate and efficient trade support WORK EXPERIENCE Essential: Middle Office, Trading Assistant or Product Control experience in flow or exotic derivatives SKILLS AND EXPERIENCE Functional / Technical Competencies: Essential: A strong understanding of different asset classes particularly rates, credit and FX derivatives and complex booking methodologies Strong understanding of derivative products and payoff features including risk profile analysis. Strong understanding of the various lifecycle events and associated risks on these products Infrastructure knowledge of electronic trading platforms including MarkitWire, TradeWeb, Bloomberg TOMS, ICE Link, etc. Working knowledge of Confirmations, ISDA documentation and ISDA swap definitions Understanding and experience in clearing mechanics and compression optimization Understand the key elements of the front to back process flow including other infrastructure groups i.e. Market Risk, Credit Risk, Finance, Product Control, Legal, Compliance, etc. Financial Math knowledge Fundamentals of P&L substantiation Basic understanding of the term structure of projection/discount curves and swap pricing Appreciation of the Greeks Understanding of the Good understanding of the regulatory reporting requirements in various jurisdictions Familiar with running robust reconciliations and controls and implementing relative controls Familiar with implementing VBA solutions / End User Applications Understanding of the lifecycle event management on both vanilla and structured products Understand the cash flows and dynamics of a banking business such as funding requirements and their importance Knowledge of collateral processes, Initial Margin, Variation Margin, general CSA familiarity Accounting knowledge, ability to identify impacts to P&L and Balance Sheet from trade bookings Education / Qualifications: Essential: Bachelor or Master's Degree in a technical or appropriate field of study (Economics, Mathematics, Finance, Engineering, etc.) PERSONAL REQUIREMENTS Strong technical ability - marrying exemplary product knowledge with meticulous attention to detail and analytical skills Creates a culture of creativity and innovation - identify ways to improve processes and develop creative solutions Excellent communication skills - ability to communicate complex issues in clear and concise terms to a broad audience Stakeholder management - ability to communicate with senior stakeholders, constructively managing feedback and prioritise accordingly BoW Responsible - highly motivated self-starter who takes ownership of a given process, executes it with due diligence and efficiency Problem solving and judgement - proactive, thinks ahead, plans for contingencies, anticipates questions from different perspectives, seeks alternative solutions and delineates clear objectives Excellent interpersonal skills - team focus, gives evidence of a strong collaborative working ethic Results driven, with a strong sense of accountability A proactive, motivated approach. The ability to operate with urgency and prioritise work accordingly Strong decision making skills, the ability to demonstrate sound judgement A creative and innovative approach to work together with structured and logical reasoning The ability to manage large workloads and tight deadlines A calm approach, with the ability to perform well in a pressurised environment Excellent Microsoft Office skills (Excel, VBA) A confident approach, with the ability to provide clear direction to the team A strategic approach, with the ability to lead and motivate a team PERFORMANCE AND DUTIES The role holder will be assessed in accordance with their employing entity's performance framework and process with relevant input obtained from the dual hatting entity as relevant. As duties and responsibilities change, the job description will be reviewed and emended in consultation with the role holder. The role holder will carry out other duties as are within the scope, spirit and purpose of the role as requested by their line manager or Department Head. MANAGING CONFLICTS OF INTEREST The role holder will have responsibilities for both MUFG Bank and MUFG Securities EMEA plc. The role holder will be required to perform their duties and responsibilities on an entity neutral basis, without favour. The role holder is required to follow regulatory requirements applicable to ensure each business is appropriately supported and to maintain the legal entity integrity of each of MUFG Bank and MUS. Working terms are dictated by functional mandates..... click apply for full job details
Dec 01, 2021
Full time
Please visit our website for more information - mufgemea.com. The Operations division is core to all of MUFG's business activities. With employees based in London, New York and Hong Kong, the function consists of five pillars Middle Office, Business Management, Transaction Processing, Clearing and Settlement, and Operational Control. A diverse product range is covered including Equities, FX, Fixed Income, and Derivatives. The division has a wide range of responsibilities including oversight of the business and our ability to achieve strategic goals via our change program; interface to the business, customer, branch and agent network; managing the processing lifecycle for trades and transactions from the single touch, single entry items through to the complex, multi-entry trades; providing a shared service/utility function by receiving the output of Transaction Processing and executing the cash and/or clearing of processed transactions; independent control function ensuring Transaction Processing and Clearing & Settlement Services execute appropriate controls to mitigate regulatory and operational risks. Operations NUMBER OF DIRECT REPORTS 0 MAIN PURPOSE OF THE ROLE The opportunity is for an enthusiastic and intelligent individual to join the Middle Office Derivatives Trade Support team within Operations, responsible for providing control and support for multiple trading desks. The desks are engaged in pricing and trading of vanilla and structured derivative products across multiple assets classes including rates, equity, commodity, credit and FX. The team provides trader support to facilitate the accurate and timely booking and post execution care of all trades executed. Acting as a vital intermediary between Trading, Sales, Structuring and various back office areas, the Derivatives Trade Support team has a pivotal role in BAU whilst contributing to the planning and development of new product offerings on a regular basis. The successful candidate will spend time learning the day-to-day processes, interactions and many relationships managed by the team, helping to provide continuous development ideas and driving through required improvements. The role will focus on supporting flow derivative products, therefore a very strong understanding of the trading infrastructure, pricing inputs and lifecycle management mechanics of these products is critical. The position will require daily face off to the business, performing real time validation control routines across the platform, and running daily reconciliations to identify discrepancies and ensuring they are fully understood, explained and communicated to relevant stakeholders. A detailed understanding of the front to back process is essential since daily interaction with internal and external stakeholders is required to ensure relevant updates are processed in a timely manner. This is a demanding role which requires the candidate to undertake a multitude of disciplines, and has existing multi-asset derivatives experience in flow products. KEY RESPONSIBILITIES In this role, you will be responsible for Derivatives Trade Support across MUFG's banking arm and securities business under a dual-hat arrangement. Under this arrangement, you will act and make decisions on behalf of both the bank and the securities business, Responsibilities will include: Review of complex bookings, structures and bespoke transactions Ensure accuracy of all components of new and existing trade bookings across multiple systems and exception management of approximate bookings Development and testing of in-house systems Day to day accurate execution of processes, being a direct contributor to re-engineering or building of controls Liaising closely with Trading, Sales and Structuring to ensure accurate and timely bookings of trades Act as a key liaison between trading, other support functions and the counterparty Trade lifecycle management including T0 validation, fixings, coupon calculations, trigger monitoring, break clause and expiry monitoring Fully understand the controls required to support the business through inter-system reconciliations Strict adherence to internal control and escalation protocol Maintain a consistent and robust control environment Contribute to continuous process improvements Participate in strategic projects across multiple infrastructures Compose and maintain process manuals to ensure accurate and efficient trade support WORK EXPERIENCE Essential: Middle Office, Trading Assistant or Product Control experience in flow or exotic derivatives SKILLS AND EXPERIENCE Functional / Technical Competencies: Essential: A strong understanding of different asset classes particularly rates, credit and FX derivatives and complex booking methodologies Strong understanding of derivative products and payoff features including risk profile analysis. Strong understanding of the various lifecycle events and associated risks on these products Infrastructure knowledge of electronic trading platforms including MarkitWire, TradeWeb, Bloomberg TOMS, ICE Link, etc. Working knowledge of Confirmations, ISDA documentation and ISDA swap definitions Understanding and experience in clearing mechanics and compression optimization Understand the key elements of the front to back process flow including other infrastructure groups i.e. Market Risk, Credit Risk, Finance, Product Control, Legal, Compliance, etc. Financial Math knowledge Fundamentals of P&L substantiation Basic understanding of the term structure of projection/discount curves and swap pricing Appreciation of the Greeks Understanding of the Good understanding of the regulatory reporting requirements in various jurisdictions Familiar with running robust reconciliations and controls and implementing relative controls Familiar with implementing VBA solutions / End User Applications Understanding of the lifecycle event management on both vanilla and structured products Understand the cash flows and dynamics of a banking business such as funding requirements and their importance Knowledge of collateral processes, Initial Margin, Variation Margin, general CSA familiarity Accounting knowledge, ability to identify impacts to P&L and Balance Sheet from trade bookings Education / Qualifications: Essential: Bachelor or Master's Degree in a technical or appropriate field of study (Economics, Mathematics, Finance, Engineering, etc.) PERSONAL REQUIREMENTS Strong technical ability - marrying exemplary product knowledge with meticulous attention to detail and analytical skills Creates a culture of creativity and innovation - identify ways to improve processes and develop creative solutions Excellent communication skills - ability to communicate complex issues in clear and concise terms to a broad audience Stakeholder management - ability to communicate with senior stakeholders, constructively managing feedback and prioritise accordingly BoW Responsible - highly motivated self-starter who takes ownership of a given process, executes it with due diligence and efficiency Problem solving and judgement - proactive, thinks ahead, plans for contingencies, anticipates questions from different perspectives, seeks alternative solutions and delineates clear objectives Excellent interpersonal skills - team focus, gives evidence of a strong collaborative working ethic Results driven, with a strong sense of accountability A proactive, motivated approach. The ability to operate with urgency and prioritise work accordingly Strong decision making skills, the ability to demonstrate sound judgement A creative and innovative approach to work together with structured and logical reasoning The ability to manage large workloads and tight deadlines A calm approach, with the ability to perform well in a pressurised environment Excellent Microsoft Office skills (Excel, VBA) A confident approach, with the ability to provide clear direction to the team A strategic approach, with the ability to lead and motivate a team PERFORMANCE AND DUTIES The role holder will be assessed in accordance with their employing entity's performance framework and process with relevant input obtained from the dual hatting entity as relevant. As duties and responsibilities change, the job description will be reviewed and emended in consultation with the role holder. The role holder will carry out other duties as are within the scope, spirit and purpose of the role as requested by their line manager or Department Head. MANAGING CONFLICTS OF INTEREST The role holder will have responsibilities for both MUFG Bank and MUFG Securities EMEA plc. The role holder will be required to perform their duties and responsibilities on an entity neutral basis, without favour. The role holder is required to follow regulatory requirements applicable to ensure each business is appropriately supported and to maintain the legal entity integrity of each of MUFG Bank and MUS. Working terms are dictated by functional mandates..... click apply for full job details
