ABOUT US 

We are Alter Domus. Meaning “The Other House” in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

We are looking for a Support Service Manager with strong communication skills and technical background to join our team. In this role, you will be responsible for ensuring the support and performance of client portal applications. You will work closely with your technical support team, the product team, client and development team to bridge the gap on support issues, make sure the SLAs are respected, expose the support metrics. You will make sure that customers receive above-average support and excellence.

Here in AlterDomus, you will be part of a dynamic team, composed by IT experts with different backgrounds, within the IT Client Support Ops branch of Alter Domus.  You have a customer oriented attitude, our members understand that putting customers first is part of the team’s DNA.

It is an exciting moment to accept this challenge, our fast-growing company is passing through an innovation and cloud journey, which will give you the possibility to work in different scenarios and technologies. From legacy on-premise applications to SaaS applications which will contribute to your professional growth. You should be a team player and excellent communicator. 

Responsibilities

•    Client Relationship Management: Build and maintain strong, long-lasting client relationships. Understand client needs and provide tailored solutions. Provide, communicate, and discuss Support metrics with Product owner and business teams on regular basis.

•    Support and Resolution: Oversee the client support team in handling inquiries, resolving issues, and providing timely assistance. Ensure high-quality and consistent support. Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services. Monitors client complaints, develop problem management and service improvement plans for mid-term remediation.

•    Product Feedback and Improvement: Collect and analyze client feedback to identify trends and insights. Collaborate with product teams to enhance product features and user experience.
•    Team Leadership: Manage and develop the client support team. Set clear team goals, assess team performance, and provide training and coaching. Mentor junior talents and help them grow in their careers.

•    Communication and Reporting: Communicate effectively with clients and internal teams. Prepare reports on account status and escalate urgent issues. Collaborate with Support manager and SRE managers to improve support for your application portfolio.
•    Policy and Process Development: Develop and implement support policies and procedures to improve quality and efficiency in collaboration with the Improvement manager.

Requirements and skills

•    Bachelor’s degree in Computer Science, Business Administration, Finance, or a related field.
•    Excellent verbal and written communication skills, with the ability to convey
information clearly and concisely.
•    Excellent communication skills. Strong customer service skills with a genuine passion for helping and supporting clients.
•    Strong understanding of financial products and the FinTech industry.
•    Professional experience with ticketing tool and monitoring applications.
•    Experience in designing and implementing incident, problem and change
management processes.
•    Good understanding of technology stack such as APIs, Cloud, Databases etc. Comfortable using and learning new software tools.

WHAT WE OFFER:

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 

Our global benefits also include: 

• Support for professional accreditations such as ACCA and study leave 
• Flexible arrangements, generous holidays, birthday leave and graduation leave 
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• Support with mental, physical, emotional and financial support 24/7 from our Employee Assistance Program 
• The opportunity to invest in our growth and success through our Employee Share Plan 
• Plus additional local benefits depending on your location 

Equity in every sense of the word 

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. 

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. Thanks to the work of our Group DE&I Committee and network of DE&I Champions, we empower all of our people to be truly invested in the alternative.  

We are committed to ensuring an inclusive recruiting and onboarding process. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. 

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