GSOC Manager - Madrid, España - IPC Systems, Inc

IPC is a financial technology company that prioritizes the human touch. With a global reach, we assist local markets with state-of-the-art cloud-based trading communications and managed connectivity.

With our range of communication and connectivity solutions, we aim to address business obstacles and adapt to regulatory adjustments in the fast-moving global financial sectors. This empowers our clients to uphold consistent market accessibility, a robust competitive edge, and improved operational efficiency.

At IPC, we are dedicated to attracting, developing, and championing diverse talent across our workforce, while fostering a sense of inclusivity within our team. We don't just embrace differences - it's ingrained in our core beliefs. We understand that diverse teams are the strongest, and we welcome applications from individuals of all backgrounds.

Join the innovative team creating groundbreaking products for our clients.

TITLE: GSOC Manager

DEPARTMENT: Global Service and Support

REPORTING TO: VP, Global Services and Support

TYPE: Full - time, Hybrid

Overview

Our Service professionals are dedicated to client satisfaction, overseeing our clients' voice, electronic communications, and trading infrastructure round the clock. The Global Service Operation Center (GSOC) in London, New York, and Singapore operates a seamless follow-the-sun support approach, ensuring continuous availability to our clients. These professionals go above and beyond to build unique relationships with each client. The GSOC's 24/7 service center is supported by highly skilled technical personnel in key financial hubs globally, providing local language support for consistent end-to-end service.

The GSOC Manager will lead the regional team to deliver top-notch client service and play a crucial role in advancing the GSOC to revolutionize how IPC serves its key clients.

The GSOC Manager oversees a multi-skilled team of Analysts, both locally and remotely, as they offer support to IPC's clients. The Manager's aim is to ensure a consistently positive service experience for clients:

• Delivering competent, timely, and accurate resolution of reported issues, requests, and escalations.

• Leading and organizing motivated and skilled teams with excellent organizational and leadership skills.

• Collaborating closely with IPC Operations, Technical Support, Service Delivery management, and Client Services management to align communications and workflows between GSOC and other service teams.

Job Responsibilities

The GSOC Manager is responsible for, among other things:

Client Service:

• Implementing proactive improvements for client service, focusing on innovation, optimization, and effectiveness.

• Managing major incidents, leading client communications, and overseeing post-incident reporting.

• Serving as an escalation point for challenging or contentious client calls.

• Monitoring Resolver Group activities to ensure timely incident resolution and client satisfaction.

• Handling client escalations, complaints, and keeping stakeholders briefed on key matters such as outages and positive feedback.

• Visiting client sites as needed to address inquiries and gather feedback on IPC's performance.

Organization and Management:

• Effectively managing, motivating, and organizing GSOC Analysts across shifts and regions.

• Prioritizing work activities based on call and email volumes, severity levels, and staff availability.

• Performance management, training, development, and mentoring of staff.

• Collaborating with regional Managers and Directors, ensuring efficient shift handovers and proposing solutions for complex issues.

• Committing to ISO standards and working with others to achieve ISO27001 Certification for the GSOC.

• Establishing effective communications with IPC Service Partners, addressing issues promptly, and ensuring peak performance.

• Escalating issues to the relevant authorities, providing metrics to measure client experience and GSOC performance, and suggesting efficiency improvements.

Experience and Skills Requirements

Essential:

To succeed in this role, you should have at least four years of experience in a global client-facing Service Desk environment, displaying excellent client service skills under pressure. You must also have a minimum of two years' experience as a team manager overseeing at least 6 individuals.

Essential skills include:

• ITIL Foundation or higher certification with a strong grasp of ITIL Incident Management Processes.

• Cisco CCNA certification or equivalent technical expertise, along with knowledge of various technical aspects.

• Experience supporting managed extranet services and SAAS products, familiarity with ticketing and alarm monitoring tools, and proficiency in report generation and problem management.

• Ability to understand and resolve technical issues efficiently, manage incidents effectively, and collaborate across departments.

• Demonstrated leadership in managing major incidents and meeting service level agreements, alongside forming positive relationships and maintaining a strong work ethic.

Desirable:

• Bachelor's Degree or equivalent work experience.

• Strong technical background, presentation skills, and experience in translating technical details into business language.

• Proficiency in setting and measuring performance metrics, strong communication skills, and exposure to financial services and market data products.

• Familiarity with various Internet technologies, trading lifecycle, and multilingualism with languages like French, Spanish, or Japanese.

Joining IPC offers more than just competitive compensation. You'll have access to numerous benefits including healthcare, transport passes, tuition reimbursement, internal e-learning platforms, wellness programs, and more.

For further details regarding your benefits, they will be provided during your onboarding.

Additional Information:

IPC promotes a hybrid working model to create an inclusive and flexible environment where employees can thrive, collaborate, and succeed. Our work schedule includes around 60% office-based and 40% remote work, with potential variations based on role requirements and client needs.

Your specific work arrangement will be determined in collaboration with your Line Manager upon joining IPC.

Learn more about our culture, offerings, and commitment to our core values within the company.

IPC's Diversity Statement:

"At IPC, we encourage diversity, prioritize inclusion, and engage with our local communities. Our organizational strength lies in the diverse perspectives, backgrounds, skills, and geographies of our team, reinforced by a solid commitment to open dialogue and inclusivity. We urge all team members to actively support our initiatives towards social equality and justice, with a focus on enhancing our firm and communities." - Bob Santella, CEO