Loan Trading and Application Support Manager (Hybrid - Flexible Options)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Loan Trading and Application Support Manager will manage a team of technical loan support analysts and provide exceptional customer support using our proprietary front to back office portfolio management and loan management software within the Broadridge Asset Management Solutions Division.

Responsibilities

Individual

• Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based proprietary software.
• Research front-to-back office issues and questions pertaining to trade entries, order management, research manager, private debt, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication.
• Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported.
• Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery.
• Prioritize multiple client inquiries with different SLAs in a fast-paced environment.
• Manage client production upgrades by interacting with QA, development, the client, and assist with user acceptance testing before upgrading the Production environment.
• Escalate issues internally with the appropriate level of urgency to meet client deadlines.
• Jira sprint management prioritization and internal process improvements.

Management

• Manage a team of technical support analysts in the London office and collaborate with global support staff in addition to a hybrid management approach with support staff in India.
• Monitor team performance with KPIs in Salesforce and sentiment analysis in Power BI.
• Ensure AI initiatives and accompanying data strategies are being followed by all direct reports.
• Develop strategic plans for the London region and assist with global operations for support and operations.
• Train new staff with a keen focus on soft skills, internal processes, and our proprietary software.

Qualifications

• 7-10 years of professional work experience with a degree in finance, accounting, analytics, technology, or related field
• A passion for client service and technology
• Strong analytical and problem-solving skills
• Familiar with SaaS portfolio management products and internal operations
• Excellent written and verbal communication skills
• Ability to navigate various levels in conversation with client Analysts to Senior Management on the business side and tech side
• Proficiency in Microsoft Office Suite and the ability to work in a collaborative environment
• Experience with Salesforce, Jira, ITSM, and Confluence is a plus

Nice to have

• Knowledge of SQL and level 3 dev support
• Experience with a Fintech support, BPO, or similar role within Private debt
• Experience with SDLC and agile methodologies
• Perform duties as an analytical extrovert
• Ability to connect and build relationships internally and externally quickly

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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.