Support Manager

About the Position

We're looking for a dynamic and empathetic Support Manager to join our team in Singapore. In this pivotal role, you'll serve as a trusted leader and primary point of contact for our clients, ensuring exceptional service delivery, rapid issue resolution, and consistent achievement of service level agreements. You'll combine your technical expertise with strong interpersonal skills to drive customer satisfaction while managing a collaborative support environment. This position operates under a hybrid work model, requiring two days per week in the office.

Responsibilities

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process
• Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities
• Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting
• Support on-call operations and act as Manager in charge during critical incidents, providing expert guidance and ensuring 24/7 system availability
• Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization
• Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery
• Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service

Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent professional experience)
• Proven experience managing client accounts
• Excellent communication and problem-solving skills with the ability to explain complex technical concepts clearly
• Strong leadership and prioritization skills, with the ability to remain decisive under time-sensitive conditions
• Strong organizational skills with meticulous attention to audit and compliance procedures
• Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis
• Proficiency in SQL for data queries and access validation
• Familiarity with JIRA and Confluence for issue tracking and documentation
• Knowledge of incident management and escalation procedures
• Willingness to work in a hybrid setup (3 days in-office per week)
• Ability to work during holidays on a rotational basis
• Strong knowledge of the banking industry, including financial products, processes, and terminology

Nice to Have

• Avaloq Certification
• Software development experience or technical background
• Knowledge about Stock Exchange, Settlements, Corporate Actions and/or Transaction Reporting
• ITIL certification or equivalent service management credential
• Training and mentoring experience with a track record of developing high-performing teams
• Vendor and third-party coordination experience

We Offer

• Annual bonus or sales reward
• Flexible working
• Kudos instant recognition scheme
• Access to Udemy for professional and personal learning

About the Company

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research-led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive, and flexible work environment empowers our colleagues to reach their full potential.