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Associate Vice President, Key Account Management – Lead client service and technical support for FundsDLT platform in Singapore.
Drive L1 support, root cause analysis, and client communication while ensuring SLA compliance and contributing to product releases.
Job description
FundsDLT that aim to simplify fund distribution, fostering financial inclusion and savings. With our solution, we are reconnecting investors and asset managers by helping intermediaries to digitize fund distribution operations through a market infrastructure based on distributed technologies. To support our clients in production, we would like to reinforce our team and are seeking for a client service Manager. We offer an environment where you will constantly learn, progress and develop. We have defined a new class of market infrastructure for distributed applications, combining blockchain and microservices.
Responsibilities
- Provide L1 support including tracking, prioritization and follow ups internally and externally
- Perform deep-dive technical troubleshoot for BAU issues
- Lead root cause analysis and follow up with long term solution for system stability
- Build strong understanding of FDLT end to end system workflows to diagnose issues efficiently
- Act as primary client communication for BAU matters
- Investigate issues and drive solution discussions across internal teams
- Monitor the platform and ensure agreed SLAs with client are met, highlighting risk early and implement corrective actions
- Developed a strong understanding of client operational workflows to anticipate risks and shape prioritisation
- Support Release Manager with UAT/PROD releases communication with client
- Provide adhoc training to client independently or with assistance of Product Owner
- Prepare Client Service Review pack and run service reviews
Key skills & experience
- University degree (bachelor, master ...) with minimum 4 years experience
- Fluent written and verbal communication in English
- Client service centric person
- Ability to use sophisticated applications and platform and to capture its essence (logic, structure, functionalities, technology…)
- Capacity to create links and bridges between business needs and tools/resources
- Solutions oriented with pragmatic view, details oriented while able to understand the big picture, highly organized
- Previous exposure to the fund industry and Transfer Agency, particularly in an operational environment, is an advantage
- Previous relevant experience in client migrations, onboarding and testing, preferably within an investment fund player