Head of Client Support-Credit & Loan Platform

Head of Client Support-Credit & Loan Platform New York, NY Houston, TX Newark, NJ Full time Posted 2 Days Ago JR1080127 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. Broadridge is hiring! We’re seeking a Head of Support for our Sentry business. You would be responsible for post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance. You would respond to customer questions regarding operation and malfunctions, advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction. Responsibilities: 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. Manage a team of technical support analysts in multiple offices 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 multiple regions 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 5-8 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 Compensation Range: The salary range for this position is between $160,000-$180,000 USD. Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education. Bonus Eligibility: Bonus Eligible Benefits Information: Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings. #LI-PP1 We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates 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 everyone’s unique perspective. Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration. US applicants: Click here to view the EEOC "Know Your Rights" poster. Disability Assistance We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to BRcareers@broadridge.com.

Salary : $160,000 - $180,000