support manager duties for resume

Support Services Manager Resume Samples

A Support Services Manager is hired to ensure that the company is equipped with supplies, and necessary documentation so that the organization can function efficiently. A well-written Support Services Manager Resume indicates the following duties and responsibilities – providing administrative assistance for sales; overseeing all operations including answering phone calls and supervising personnel; implementing effective processes to ensure smooth operations; reviewing products , services, and equipment; maintaining agreement records , and ensuring compliance with government-set standards.

The most powerful resume denotes some or all of the following skills and abilities – customer service skills, excellent communication skills, teamwork, leadership skills; and computer competencies. In-depth technical expertise and an approachable personality are some core skills associated with this role. Most of the Support Services Managers possess at least a degree in the field of administration or relevant areas along with direct work experience.

• Resume Samples
• Support Services Manager

Support Services Manager Resume

Objective : Energetic and results-focused manager offering over 14+ years of experience in management of call center operations, customer service, sales, hiring and training of employees, reports, documentation, and conflict resolution. Expert in facilitating change in a workforce to support company needs. Effective team-building, leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining employee engagement.

Skills : Microsoft Office, ADP, Gradience, PowerPoint, Kronos, Field Power Base, Field Glass, Taleo, Cisco, Avaya, Blue Pumpkin.

Description :

• Supported vision by overseeing and managing the assigned call center operation and providing leadership to the team; including 3-6 Supervisors, other team members, up to 125 in total.
• Assisted in the transition during the closure of the Minnesota call center and transferred all job duties to the TX Call Center.
• Managed and directed all aspects of Support Services call center operations to include inbound, escalations, data entry, dialer operations, quality assurance, training, and retention.
• Participated in interviewing and hiring staff, evaluate performance and recommend merit increases, assist in career development, and discipline employees as necessary up to and including termination.
• Worked closely with Sr.Human Resources Generalist to implement and review call center policies and procedures.
• Streamlined the time off request process so that it would be consistent for both the outbound and support services side of the operation.
• Assisted in managing payroll for the Texas call center.

Sr. Support Services Manager Resume

Summary : Extensive Project and Program management experience Ability to understand cost and metrics surrounding the operations of a business unit Multiple, large scale programs Process and procedure creation, documentation, facilitation Mobile Payments and Mobile Commerce and Payment Processing Operations Management Merchant.

Skills : Inventory Management, Customer Service, Website Development, Email Marketing, Database Management.

• Responsible for CSSI Supply Warehouse, Material Expediting.Planning and Estimating and Work Control.
• Supports the CFSI Public Works Department in the acquisition of necessary materials and services.
• Responsible for the oversight and administration of work documents, subordinates and coordination with shops and supervisors.
• Maintains positive professional contact with CSS employees, staff and the Customer.
• Responds effectively to the most sensitive inquiries and complaints from subordinates and the Customer while maintaining harmonious continuity within the department and organization.
• Manages difficult or emotional situations, to include CSS employees and/or the Customer; meet commitments, respond promptly to customer needs, and solicit/provides feedback to continually reinforce and strengthen CSS brand relationship with all constituents.
• Ensures compliance with safety regulations to provide a safe and healthful work environment for CSS employees and subcontractors.
• Responsible for compliance with all environmental laws, and directives as applicable to the environmental work performed by CSS and subcontracted personnel.
• Oversees the Supply Warehouse, including receiving and issuance; reviews stock levels for adequacy and necessity.

Jr. Support Services Manager Resume

Objective : Support Services Manager Shore Rehabilitation Center currently manage a team of 14 individuals in a 136 bed long term, skilled nursing facility. Obtained Lean Six Sigma Green Belt. LSS Green Belt project was developing proper inventory par levels with the goal of saving the Dietary Department money.

Skills : Microsoft Office, Microsoft Outlook, Teletracker, HRIS, Quality Inspection Tools, Productivity Tracking Tools, Kronos Time Keeper.

• Managed Patient Transport Department and PBX Phone operators over 2 facilities with 540 total beds.
• Oversaw day to day PBX Operations & oversight/development of supervisors/leads.
• Oversaw day to day patient transport operations & oversight/development of supervisors/leads.
• Ensured all cleaning logs were properly filled out and maintained as well as assisting in managing/oversight of budget and supplies for PBX, forest transport and EVS.
• Ensured environmental services program was effectively implemented and included (logs, rounds, surveys, safety).
• Took action to ensure only the highest quality and focus on constant improvement of HCAHPS scores for the benefit of the patients and visitors.
• Served in an Environmental Services Manager/Supervisor Role when needed.
• Served in a patient transporter role when needed.
• Served in a PBX Operator Role when needed.

Support Services Manager I Resume

Objective : Focused Manager successful in customer management. Remains calm and poised even in high-pressure situations. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion. Excellent in customer retention and developing customer relationships.

Skills : MS Excel, Inventory Management, MS Suite, Javascript, Risk Management.

• Oversaw all aspects of the contract for backup emergency medical response to the area covered by Littleton Fire Rescue.
• Assured that crews responded to all calls within the contractual obligations, managed any customer service issues between Rural/Metro employees and Littleton Fire Rescue, developed and reported all statistical metrics monthly for response time compliance.
• Managed and oversaw several large special events.
• Negotiated special event contracts.
• Grew relationships with event managers to return business.
• Assisted with accounts receivable for all events.
• Managed a productive team of employees to handle the supply chain for the Colorado operation.
• Managed an inventory of over $1,000,000 per year.

Support Services Manager II Resume

Headline : Devoleped all includes, super procedures, smart objects, R&D of UyumSoft Erp System. Devoloping custom solutions. Progress DBA, Progress Consultant, Project Consultant of UyumSoft.can solve all Progress problems that people could not solve including hardware, software.

Skills : Microsoft Office, Electronic Medical Records.

• Provided office management including; overseeing of company travel, purchase orders, monthly reports, program agendas, supervision, insurance billing, vendor mail and general office administration.
• Analyzed monthly data and prepared utilization reports and assisted with dashboards.
• Performed preliminary applicant screening and interviews for behavioral clinicians and therapists in tandem with Director of Human Resources.
• Completed necessary paperwork and input data into HRIS for new employees.
• Scheduled and coordinated new team member orientation and onboarding, managed paperwork, credentialing, training and continuing education for all team members.
• Oversaw time sheet and expense report submissions and ensured timely payment and reimbursement.
• Served as the point of contact for new referrals, assigned clinicians on the basis of client schedules and geographic location for ongoing service and substitute service providers.
• Developed and maintained Behavior Interventionists' monthly schedules.
• Maintained and audited both employee and client files.

Support Services Manager III Resume

Summary : Analytical, diligent, and quality-focused professional, with comprehensive years of hands-on experience and in-depth understanding of the importance of equipment maintenance, material handling systems, inventory, planning, logistics, and management. Interested in pursuing a challenging career that would offer the opportunity to effectively utilize knowledge and skills in leading and mentoring individuals on new and existing equipment, electronics, and electrical maintenance.

Skills : Customer Service,Pre/Post Trip Inspection,Hospitality Services,Clean Seven Year Plus MVR.

• Managed a 75 member support staff of associates and maintenance personnel.
• Showed extensive knowledge of housekeeping/ maintenance cost reduction.
• Communicated enthusiastically with all departmental staff and participated in fire drill, emergency evacuation.
• Additionally, provided technical assistance to the Adult Day Services Center located on the 62 acre property.
• Provided transportation needs.
• Accomplished thousands in savings to company over five years.
• Created a daily document for housekeeping, maintenance of the Pre-school, community center and fitness center for standard operating procedures.
• Held weekly in-services with custodial/maintenance staff in handling and establishing housekeeping standards; assists with policy planning in accordance with standard operating procedures.

Asst. Support Services Manager Resume

Objective : Demonstrated ability to work efficiently and independently. Ability to work professionally with members and co-workers. Knowledgeable in policy and procedure. Ability to use resources available. Efficient communication skills exhibited with members and co-workers.

Skills : Maintenance Technician, Electronic Repair, Electrical Installation & Repair.

• Provided leadership and management of the resources and programs for the Support Services Team at two locations.
• Included the following responsibilities: Performing project management for support readiness of product releases and support initiatives.
• Worked with other management staff to increase communication and efficiency across departments and within the Support Team.
• Directed and monitored Tier 2 & 3 Technical Analysts' activities for the achievement of support services targets and goals.
• Ensured that proper call quality and procedures are followed.
• Responsible for development of production level measurements and the monitoring and reporting on the status of those measurements.
• Provided performance evaluations and coaching, training/mentoring sessions, and work assignments for Technical Analysts.
• Empowered the team to ensure the ability to respond to the demands of new product and technology deployments.
• Selected and oversaw the development of staff.

Associate Support Services Manager Resume

Headline : To obtain a Support Services Manager position commensurate with work ethics and skills, to afford the greatest opportunity to utilize experience to have a positive impact on the business.

Skills : Technical Support, Direct Sales, Customer Service, Programming, Programming, Project Management, Desktop Support.

• Manages an Inbound Call Center team of over 15 CSR and 2 Team Leads Responsible for creating and maintaining call forecast to assist in schedule creation and adequate coverage.
• Develops Team Leads to be forward thinking and preventative vs reactive Responsible and POC for all HCA facility concerns including patient satisfaction, escalation research, trend analysis, and facility information accuracy.
• Organizes and conducts staff huddles as well as monthly agent development coaching sessions.
• Continually improves process development and efficiency Redesigned and centralized performance tracking through excel creating a tracking process to view daily, weekly, monthly, and YTD Staff, Team and Center performance.
• Creates and implements Call Monitor Quality Scoring form, educating Team Leads on observation techniques, and thoroughness through bi-weekly call calibration sessions.
• Creates Call Center Impact Log for interval documentation of daily experiences.
• Creates Team Lead schedule to ensure complete needed coverage having someone cover the floor for real time adherence and volume awareness, emails and IM's, and one available for coaching and professional development.

Lead Support Services Manager Resume

Summary : To Obtain a Support Services Manager position as a dedicated manager/ administrator/ consultant, recognized as a resource for analyzing, reporting, researching and recommending strategies in the area of building operations and facilities management.

Skills : MS Office, Management.

• Held full accountability for logistics, shipping and receiving, procurement of gases and chemicals, and safety training functions.
• Developed efficient workflow procedures, operational requirements, work codes, and special instructions for all areas of responsibilities.
• Consistently contributed to bottom-line of organization by identifying and implementing cost saving initiatives.
• Managed negotiations with all vendors and established standards for dealing with suppliers.
• Maintained and controlled $3M spare parts inventory.
• Teamed with Purchasing to install SAP.
• Responsible for training all 4 Maxim manufacturing sites.
• Saved over $72K per quarter by identifying and rectifying redundancies in corporate logistics delivery flow.
• Slashed operational costs $55K per quarter through consolidation of sulfuric acid ordering for all 4 wafer fab locations.

Headline : Seeking management or executive position in healthcare or human service organization.Fast learning, determined, team-oriented business professional. With skills in many different work industries. Jack-of-All-Trades. Able to perform a wide variety of duties and responsibilities. Office and field experience dealing with customers, clients, and consumers. Able to keep a professional demeanor and comfortable communicating with all levels of hierarchy.

Skills : Management, Organizing.

• Assisted in the planning and coordinating of estate dinner parties, fundraisers and private events.
• Exercised discretion while handling personal and professional requests and materials for hi-level executives.
• Established procedures for processing space management requests / point man for facility.
• Established and implemented "work safety program" under osha safety regulations.
• Supervised, prepared, and gave detailed presentations for facilities department on any perspective building or renovating efforts.
• Created, managed & organized schedules of staff, product inventory, and artwork with microsoft outlook, excel and word.
• Responsible for pick-up and delivery of priceless artwork and sensitive materials.

Table of Contents

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• • Led a cross-functional team in optimizing well programs, improving efficiency by 25% within the first year.
• • Deployed new logging technology across five major client accounts, resulting in a 15% increase in market share.
• • Spearheaded weekly and monthly strategic reviews with clients, driving 20% growth in wallet share over two quarters.
• • Managed complex contract negotiations and pricing strategies, achieving a 10% rise in customer loyalty.
• • Facilitated quarterly SQM, enhancing our SQ standards that contributed to a 30% reduction in incident reports.
• • Initiated credit memos and invoice reviews, efficiently resolving financial discrepancies that led to a 15% improvement in DSO.
• • Managed training programs for new technologies, elevating crew performance by 20%.
• • Drove the adoption of best practices across operations, resulting in a 10% uptick in SQ compliance.
• • Orchestrated wellsite audits, ensuring strict adherence to customer SOPs and enhancing safety standards.
• • Reviewed failure reports meticulously before submission to clients, maintaining a 99% accuracy rate.
• • Directly managed a team of 50, fostering a culture of excellence and accountability.
• • Contributed to the increase of regional sales revenue by 15% through strategic client engagement.
• • Pioneered the introduction of a new drilling bit technology, which captured a 10% new market segment.
• • Collaborated with R&D and operations to align product rollouts with market demand.
• • Liaised with customer technical teams to provide tailored solutions, enhancing client satisfaction rates.

10 Customer Support Manager Resume Examples & Guide for 2024

In the role of customer support manager, you oversee the customer service team, ensuring that clients receive timely and effective assistance. Highlight your experience in managing team performance, developing customer service protocols, and improving customer satisfaction metrics on your resume. Incorporate abilities such as conflict resolution, strong communication, and data analysis to demonstrate your expertise. Emphasize your achievements in boosting customer retention rates and implementing successful training programs to illustrate the impact of your leadership.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a customer support manager, articulating your unique abilities to both manage a team and ensure high levels of customer satisfaction can be a tough challenge on your resume. Our guide provides detailed advice on how to distill your diverse skills and experiences into a potent summary that will grab an employer's attention right from the start.

• Aligning the top one-third of your customer support manager resume with the role you're applying for.
• Curating your specific customer support manager experience to get the attention of recruiters.
• How to list your relevant education to impress hiring managers recruiting for the customer support manager role.

Discover more customer support manager professional examples to help you write a job-winning resume.

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Creating the best customer support manager resume format: four simple steps

The most appropriate customer support manager resume format is defined by precision and a systematic approach. What is more, it should reflect upon how your application will be assessed by recruiters. That is why we've gathered four of the most vital elements to keep in mind when designing your resume:

• It's all about presenting how your experience or skills align with the job. Use the reverse-chronological resume format , if your expertise is relevant to the customer support manager role. Otherwise, select the functional skill-based resume format or the hybrid resume format to shift the focus to your skill set.
• Resume header - make sure you've filled out all relevant (and correct) information, like your contact details and link to your portfolio.
• Resume length - unless you've over a decade of applicable expertise in the field, stick with a one-page resume format. If you'd like to present more of your professional experience, go up to two pages.
• Resume file - submit your customer support manager resume in a PDF format to ensure all information stays in the same place.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

If the certificate you've obtained is especially vital for the industry or company, include it as part of your name within the resume headline.

The six in-demand sections for your customer support manager resume:

• Top one-third should be filled with a header, listing your contact details, and with a summary or objective, briefly highlighting your professional accolades
• Experience section, detailing how particular jobs have helped your professional growth
• Notable achievements that tie in your hard or soft skills with tangible outcomes
• Popular industry certificates to further highlight your technical knowledge or people capabilities
• Education to showcase your academic background in the field

What recruiters want to see on your resume:

• Proven experience managing customer support teams and improving customer satisfaction metrics
• Proficiency in customer support software, ticketing systems, and CRM tools
• Strong leadership skills with the ability to train, motivate, and oversee a diverse team
• Demonstrated ability to develop and implement customer service protocols and performance standards
• Expertise in analyzing customer service trends and implementing strategic improvements to support workflows

The experience section or the essence of your professional customer support manager resume

Recruiters always have and always will appreciate well-written customer support manager resume experience sections.

The experience section is perhaps the most crucial element of your professional presentation, as it needs to answer job requirements while showcasing your technical expertise and personality.

Create your best resume experience section yet by:

• Selecting only relevant experience items to the role you're applying for;
• Always ensure you've listed a metric to quantify your success alongside each experience item;
• Create a narrative that showcases your customer support manager career succession: this goes to show the time and effort you've invested in the field to build your experience from the ground up;
• Within each experience bullet, consider a problem you've solved, the skills you've used, and the bigger impact this has made in the organization.

Take a look at how other real-life professionals have curated their experience with the customer support manager samples below:

• Led a customer support department of 30 representatives, reducing average call handle time by 20% through optimized training programs.
• Implemented a NPS-driven strategy that increased customer satisfaction rates by 15%, directly contributing to a 10% increase in customer retention.
• Oversaw the integration of a new CRM system across the support team, enhancing ticket resolution efficiency by 25%.
• Managed a multi-tier support team, developing a skill-based routing system that improved first-contact resolution by 30%.
• Executed a feedback collection program that led to the introduction of three key product features, substantially improving user experience.
• Collaborated with the product team to create a comprehensive support knowledge base, shortening training time for new hires by 40%.
• Championed a customer support initiative that was recognized as 'Best Customer Service' in the industry, beating 50 competing companies.
• Developed and managed a remote customer support team, which allowed the company to expand service hours and increase revenue from international markets.
• Drove the adoption of customer service technologies, including live chat and AI-powered bots, which increased customer engagement by 20%.
• Revitalized an underperforming customer support team, turning it into a top performer with the lowest average response time in the company's history.
• Spearheaded a 'voice of the customer' program that directly influenced product roadmap prioritization, resulting in the successful launch of two major product updates.
• Negotiated and secured a lucrative contract with a leading third-party support provider, expanding support coverage while reducing operational costs by 15%.
• Implemented a comprehensive customer loyalty program that increased repeat business by an impressive 35% within the first year.
• Led a team in a high-stakes transition to a cloud-based support platform that significantly improved scalability and customer data insights.
• Pioneered a cross-functional training module across the company, enhancing the overall understanding of customer success within the organization.
• Cultivated a culture of continuous improvement, which led to the team surpassing key performance indicators by over 50% in the first quarter.
• Strategically reallocated resources during peak hours, which reduced average customer wait times by more than 40%.
• Initiated and supervised a reward system for support agents that improved team morale and decreased annual turnover by 22%.
• Managed cross-cultural customer support teams, leveraging diverse perspectives to enhance the global customer service experience.
• Initiated a quarterly customer service training summit that became an industry benchmark for excellence in customer service training.
• Orchestrated the migration of customer support systems to a new platform, leading to a more robust and user-friendly interface for customer interactions.
• Introduced an advanced analytics program that tracked customer satisfaction trends, enabling proactive service adjustments.
• Enhanced customer touchpoints through the introduction of social media support channels, broadening service access and improving resolution times.
• Conducted a complete overhaul of the customer service training program, creating a dedicated mentorship system to bolster knowledge-sharing.
• Coordinated the successful installation of a customer feedback loop that increased product team responsiveness to customer issues by 50%.
• Piloted a customer retention project that reduced churn rate by 18% in six months by personalizing customer support experiences.
• Fostered a team environment focused on exceptional customer support, resulting in a team award for outstanding performance in the fiscal year.
• Directed a company-wide initiative to standardize support protocols across all departments, which decreased time-to-resolution by 25%.
• Implemented a targeted upselling program through the customer service department, contributing an additional $500K in annual revenue.
• Led the creation of a multi-lingual support strategy to cater to a growing international customer base, helping to increase market share by 10% in non-English speaking regions.

Quantifying impact on your resume

• Highlight the percentage of customer satisfaction improvement achieved under your management to demonstrate your ability to enhance customer experiences.
• Include the number of customer service team members you have successfully managed or led to illustrate your leadership capabilities.
• Mention the reduction in average customer resolution time to show your effectiveness in streamlining support processes.
• Quantify the volume of customer interactions handled to showcase the scale of your customer service operations.
• Document any increase in customer retention rates to emphasize your role in fostering customer loyalty and business growth.
• Cite specific figures of cost savings realized through your support initiatives to prove your proficiency in managing budgets.
• Indicate the number of training sessions or workshops conducted for staff development to reflect your commitment to team advancement.
• Present any growth in support channels or languages offered, with percentages, to highlight your contributions to the company’s expansion.

Action verbs for your customer support manager resume

Four quick steps for candidates with no resume experience

Those with less or no relevant experience could also make a good impression on recruiters by:

• Taking the time to actually understand what matters most to the role and featuring this within key sections of their resume
• Investing resume space into defining what makes them a valuable candidate with transferrable skills and personality
• Using the resume objective to showcase their personal vision for growth within the company
• Heavily featuring their technical alignment with relevant certifications, education, and skills.

Remember that your resume is about aligning your profile to that of the ideal candidate.

The more prominently you can demonstrate how you answer job requirements, the more likely you'd be called in for an interview.

Recommended reads:

• How To List Certifications On A Resume (Examples Included)
• Perfecting the Education Section on Your Resume

Showcase any ongoing or recent educational efforts to stay updated in your field.

How to showcase hard skills and soft skills on your resume

Reading between the lines of your dream job, you find recruiters are looking for candidates who have specific software or hardware knowledge, and personal skills.

Any technology you're adept at shows your hard skills. This particular skill set answers initial job requirements, hinting at how much time your potential employers would have to invest in training you. Showcase you have the relevant technical background in your skills section , as well as your certificates ones.

Meanwhile, soft skills hint at how well you communicate, solve problems, and adapt to new environments . Basically, your interpersonal communication skills that show recruiters if you'd fit into the team and company culture. You could use the achievements section to tie in your greatest wins with relevant soft skills.

It's also a good idea to add some of your hard and soft skills across different resume sections (e.g. summary/objective, experience, etc.) to match the job requirements and pass the initial screening process. Remember to always check your skill spelling and ensure that you've copy-pasted the name of the desired skills from the job advert as is.

Top skills for your customer support manager resume:

Customer Relationship Management (CRM) software

Help Desk Software

Knowledge Management Systems

Ticketing Systems

Data Analysis Tools

Communication Platforms

Live Chat Software

Email Management Tools

Social Media Management Tools

Reporting and Analytics Tools

Problem-Solving

Communication

Conflict Resolution

Time Management

Adaptability

Team Collaboration

Customer Focus

Critical Thinking

The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

Qualifying your relevant certifications and education on your customer support manager resume

In recent times, employers have started to favor more and more candidates who have the "right" skill alignment, instead of the "right" education.

But this doesn't mean that recruiters don't care about your certifications .

Dedicate some space on your resume to list degrees and certificates by:

• Including start and end dates to show your time dedication to the industry
• Adding credibility with the institutions' names
• Prioritizing your latest certificates towards the top, hinting at the fact that you're always staying on top of innovations
• If you decide on providing further information, focus on the actual outcomes of your education: the skills you've obtained

If you happen to have a degree or certificate that is irrelevant to the job, you may leave it out.

Some of the most popular certificates for your resume include:

The top 5 certifications for your customer support manager resume:

• Customer Service Manager Certification (CSMC) - National Customer Service Association (NCSA)
• Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association (CXPA)
• Professional Customer Service Certification (PCSC) - Service Strategies
• Certified Customer Service Leader (CCSL) - International Customer Service Association (ICSA)
• Customer Service Institute of America Certified Manager (CSIA-CM) - Customer Service Institute of America (CSIA)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• How to List Expected Graduation Date on Your Resume

Writing the customer support manager resume summary or objective: achievements, keywords, dreams, and more

Deciding on whether to include a resume summary or resume objective should entirely depend on your career situation.

If you have:

• Plenty of relevant achievements you'd like to bring recruiters' focus to, make use of the resume summary. Ensure each of your achievements is quantified with concrete proof (e.g. % of cases solved).
• Less applicable experience, utilize the resume objective. Within the objective include a few noteworthy, past successes, followed up by your professional dreams.

As a bonus, you could define in either your customer support manager resume summary or objective what makes you the perfect candidate for the role.

Think about your unique hard and soft skills that would make your expertise even more important to the job.

These customer support manager professionals have completely covered the formula for the ideal resume introduction:

Resume summaries for a customer support manager job

• Seasoned customer support manager with over 12 years of experience in a high-volume tech support environment, possessing a proven track record in improving customer satisfaction rates by 35%. Expertise in leading cross-functional teams and overhauling customer service protocols. Spearheaded the customer relationship management system integration which increased team efficiency by 25%.
• Highly effective former hospitality manager transitioning into a customer support role, bringing 10 years of experience in managing client relations and staff teams. Skilled in conflict resolution and known for exceptional problem-solving abilities, seeking to leverage a strong customer-centric mindset to enhance support operations.
• Former educational professional eager to pivot into customer support management, carrying over 8 years of experience in student services and academic administration. Renowned for developing innovative engagement strategies that increased retention rates by 20%, aiming to transfer communication and organizational skills to a dynamic support team.
• As a recent business management graduate, eager to apply comprehensive knowledge of customer service theories and an enthusiastic approach to real-world problem-solving in a challenging support management role. Dedicated to mastering technical tools and delivery methods to exceed customer expectations and streamline support processes.
• With a fresh perspective and a fervent desire to excel in customer service, this motivated individual with no prior industry-specific experience is set to apply exceptional interpersonal skills and a fast-learning aptitude. Committed to understanding and implementing advanced support techniques to contribute positively to team success and client satisfaction.
• Diligent and empathetic professional with over 15 years of leadership in retail management, adept at team building and effective communication. Now seeking to apply extensive experience in customer relations to drive success in a customer support management capacity, harnessing analytical skills to solve issues and enhance the customer experience.

Additional valuable customer support manager resume sections to stand out

When assessing candidate applications, recruiters are often on the lookout for elements that go beyond meeting standard requirements and technical expertise.

This is where extra sections could play a key role in showcasing your unique skill set and personality.

Make sure to include sections dedicated to:

• How you spend your free time, outside of work. The interests resume section also goes to show your personality and transferrable skills; and may also serve to fill in gaps in your experience;
• Most innovative work. The projects resume section brings focus to what you're most proud of within the field;
• How you're able to overcome language barriers. The language resume section is always nice to have, especially if communication would be a big part of your future role;
• Industry-wide recognitions. Remember that the awards resume section should highlight your most noteworthy accolades and prizes.

Key takeaways

• All aspects of your resume should be selected to support your bid for being the perfect candidate for the role;
• Be intentional about listing your skill set to be balanced with both technical and people capabilities, while aligning with the job;
• Include any experience items that are relevant to the role and ensure you feature the outcomes of your responsibilities;
• Use the summary or objective as a screenshot of your best experience highlights;
• Curate various resume sections to showcase personal, transferable skills.

Looking to build your own Customer Support Manager resume?

• Resume Examples

Interview Question: Tell Me What You Know About Our Company

Influencing the recruiter with a resume website, how do i conduct a resume review, church volunteer experience on resume, how to let a recruiter down easy when you've got another job offer, the ultimate guide to creating a startup resume.

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Support Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the support manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Actively contribute and perform process improvements in area of incident management/service request & batch process
• Utilize and develop a network of resources for mortgage loan business development and solicitation for new business
• Pro-actively manage the optimisation of stock levels with the assistance of Supply Chain Managers
• Perform detailed system and applications Analysis and make recommendations on areas for improvements
• Assist the Data Manager in the compilation of performance data for Monthly reports
• Performance management of managers and staff in accordance with corporate guidelines
• Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agree upon goals
• Create/improve operations key indicators (KPI) and quality assurance measures by monitoring and reporting performance at established intervals
• Work closely with the customer success management group to define goals for customer success and work with the support engineers to reach those goals
• Manage a team of post-sales Engineered Storage engineers, including recruitment, career development, performance and retention
• Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
• Provide direction on assignments to staff to assure objectives are understood, realistic schedules are developed, and established deadlines are met
• Creates a culture of high performance, where coaching and feedback about performance standards are the norm
• Acquiring resources for projects and processes and provide technical management of suppliers and lead process improvements
• Provide leadership to a team of 11 Support Analysts through performance management, coaching, recognition, recruitment, and development
• Training, Staffing, Quality, Procedure Management, Call Scripting, Capacity Management and Work Force Management
• Stakeholder Management: Develop and maintain effective working relationships and partner with other department and / or divisions with common goals
• Create a framework to embed voice of the customer leading to improved service and satisfaction
• Assist in the ‘Contract Review’ process and the subsequent development of ‘Improvement Plans’
• Work hand in glove with the Executive Assistant on meeting and capacity management
• Works directly with the existing business management team to build reports and manage supporting functions
• Highly organized strong oral and written communication skills
• Excellent communication skills able to convey information to a variety of stakeholders at all levels
• Strong knowledge of Operation processes like Incident/Change/release/problem management, experience in managing vendor relationships
• Excellent attention to detail and analytical skills
• Good excel and MS Project skills, good experience in producing MIS pack for Senior Management
• Proven ability to collaborate and build strong relationships with customers
• Demonstrated achievement in being highly motivated, self-directed, organized; able to develop, demonstrate and stick to customer action plans
• Review and influence the SPSS products and documentation for usability and serviceability
• Ability to provide high quality verbal and written communication
• Highly developed soft skills – ability to cooperate with demanding users and prevent conflicts

15 Support Manager resume templates

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• Building and maintaining a network of contacts across EY in order to facilitate the best opportunities for the account
• Collating and maintaining knowledge documents centrally so accessible to all
• Strong managerial exprience
• Experience developing new business proposals

AM Trade Support Manager Resume Examples & Samples

• 5+ years of Trade operations and/or financial industry experience
• Ability to balance, plan, and prioritize production and project responsibilities simultaneously
• Being able to thrive in a Hands-On culture
• Experience with a fast pace, change oriented environment
• Contribute to short and long-term organizational planning and strategy as a member of the management team
• Bachelor's degree or higher in Finance or Business Management preferred

Applications Support Manager Resume Examples & Samples

• Candidate with a good experience in application support ( preferrably around 10 years )
• L1/L2 production support activities pertaining to MIS applications
• Need to carry out incident and problem management for issues pertaining to MIS applications
• Carry out daily health checks for MIS applications
• Automation of manual tasks and health checks for MIS applications
• Need to exhibit good communication skills and buld good rapport with regional and business counterparts
• Work towards improved risk and stability model for MIS applications
• Should possess good analytical and problem resolving skills
• Technology - Unix/perl, database perferably oracle/sql server, exposure to java is good to have
• Should have experience in working with various alert management tools
• Should have good experience in working with scheduling tools autosys/Ctrl-M
• Should have good exposure to ETL tools preferably Informatica
• Post graduate ( MCA,Mtech,M.Sc )

Decision Support Manager VP Resume Examples & Samples

• Bachelor’s degree in a business related discipline required
• Advanced degree or CPA preferred
• 8 years of relevant experience desired
• Analytical ability - Prior experience with financial statement analysis is desired
• Communication skills - Ability to communicate succinctly and guide group discussions
• Candidate should be comfortable communicating with senior employees
• Organizational ability - Ability to handle numerous deliverables simultaneously, many with critical deadlines
• Ability to maintain composure in a fast-paced environment and prioritize projects accordingly

Decision Support Manager Executive Director Resume Examples & Samples

• 12 years of relevant experience desired
• Analytical ability - Prior experience with financial statement analysis is required
• Leadership ability – This position will be looked upon as a leader in the group and must be comfortable in that role
• Candidate should be comfortable communicating with senior management; regular communication with MD/MD employees

Global Product Support Manager Resume Examples & Samples

• Responsible for strategic partnership between the Solution Owner, Service Owner, and Client Operations; ensuring total support management of a service or products
• Develop cross-tower relationships within GTI to ensure each Solution Team provides high quality support as related to the given service
• Lead a culture of metrics-based accountability for the service, and develop/execute a strategic approach to the end-to-end support of the service
• Ensure all technicians involved in the service maintain a high level of customer service support for all users of the product through timely training and knowledge updates
• Meet regularly with Service and Solution Owners to present product specific metrics/analysis and drive enhancements and continuous improvement (END TO END) for the service
• Interface with Client Operations Mgmt, Service and Solution Owners, and project managers to ensure delivery timelines are met, and ensure new technology is seamlessly rolled out with minimal operational impact to the service
• Develop performance-based goals/objectives/metrics around the managed product
• Proactively facilitate the ongoing exchange of information between solutions owners , operations, and service owners in a timely manner to ensure alignment with GTI requirements
• Drive annual reduction of incidents for the service
• Provide a stable and resilient operating environment through effective incident, problem, and change management
• 5 years of Technology experience
• Ability to facilitate root cause analysis of technical support issues and drive systemic resolution
• Experience managing, planning and implementing intermediate level projects
• Excellent interpersonal skills, such as influence management and negotiating
• Outstanding customer service skills
• Ability to lead globally in a matrixed organization
• Excellent written and oral communication
• Excellent judgment and decision making
• Heavy operational experience in the day-to-day running of a technical support environment
• Strong self starter who can proactively engage a virtual cross organizational team without formal direction
• Ability to lead through influence
• Demonstrated execution focus

O&t-applications Support Manager Resume Examples & Samples

• Minimum 10-12 years of experience working in IT industry with 8-10 years of experience in Technology solutions or support service delivery for banking industry
• Demonstrate accountability, leadership, independent initiatives and willingness to lead and work with teams across multiple locations and time-zone
• Flexible and being able to manage time effectively
• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision
• 5-8 years’ experience with AIX, MQ, Oracle, Java, SQL, NDM » Mainframe z/os is desirable but not a prerequisite
• Experience writing scripts, database queries, generating capacity and performance reports
• Software Engineering & Change Management » Understanding of client server architecture (clustered and non-clustered)
• Resiliency and Redundancy designs » Interfaces and Messaging systems
• Strong problem solving and program execution skills while being process orientated
• Self-motivating and delivery focused individual

Regional Project Support Manager Resume Examples & Samples

• Responsible for providing program facilitation through planning, organizing, coordinating, and monitoring implementation activities within the EMEA Region (Europe-Middle East - Africa)
• Assists in the development of the master project schedule and all other project work plans
• Reviews deliverables, plans and oversees day-to-day activities and tracking
• Partners with region and country AML business leads to support implementation of business-led projects at regional and country levels
• Insures quality in regional plans, and that project plans have detailed breakdown of activities and milestones
• Demonstrating strong understanding of the projects' interdependencies and key participants
• Manage implementation strategy, organizational change management, strategy execution and production support, defect/problem tracking, Maintenance & Operation and test
• Anticipates program release problems and takes corrective action at the regional level
• Detects possible risks and mitigates / escalates as needed to resolve and achieve commitments to assure the viability, functionality and effectiveness of essential tools
• Supports workstream requirements, communication and reporting for senior management and regulators
• Ensures consistent implementation of methodology, tools, and reporting between the country/regional to the global level according to GAML PMO standards
• Works with EMEA regional AML business teams in the creation of project management framework / infrastructure at global and regional level to be able to follow up the program progress and to be able to timely act on issues
• Collaborates with business partners and global stakeholders to drive cross-workstream escalation and issue resolution
• Bachelor degree or equivalent experience required
• 3+ years of active project management experience
• Position requires background in AML Regulations including the Bank Secrecy Act and the US Patriot Act couple with excellent analytical skills (quantitative and qualitative) and the ability to interpret regulatory requirements for a board range of Consumer and Corporate Banking Businesses
• Broad experience with creating, reviewing and implementing regulatory programs, involving operations, technology, compliance and the business
• Highly intellectual in character requiring exercise of discretion and judgment related to regulatory recommendations, Global AML PMO standards, business capabilities and local legal restrictions. Also, the person must be able to execute the defined standards, must be able to work with multi-disciplinary teams from different regions to implement initiatives at regional and country level
• General knowledge and expertise of AML regulations, and Consumer Banking Businesses. Must have experience on the consumer banking processes and its AML controls. Position requires a global mindset
• The candidate must have excellent communication skills, both written and oral, be comfortable interfacing with businesses across regions, across sectors and senior level management
• The person should be able to execute under pressure, many of the projects will have very tight timelines
• Has ability to work extended hours to accommodate global time zones
• Has to be able to manage global projects that require very detailed analysis due to the impact to the businesses
• Excellent application production supports skills. Experience in managing a production support team over 10 is required
• Strong knowledge on production support operating models and roles. Strong on MANTAS TS, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server architectures, Application servers and infrastructure
• Strong technical abilities and problems solving/analytical skills
• Ability to deal with internal & external clients
• Lead performance analysis and tuning infrastructure
• Responsible to assess the risk and associated impact of all operational issues and change events and react quickly to escalate to technology management in a timely manner when required
• Strong knowledge on AML and able to take decisions in order to ensure the system performance is met and is within defined Business SLAs
• Excellent application production supports skills
• Strong knowledge in AML batch monitoring
• Strong knowledge on production support operating models and roles
• Strong on MANTAS AM, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server architectures, Application servers and infrastructure
• Responsible to assess the risk and associated impact of all operational issues
• Change events and react quickly to escalate to technology management in a timely manner when required
• Support and manage platform/infrastructure for Equities applications covering NAM
• Cover a wide range of platform components, currently with bigger focus on / middleware (especially Tibco EMS, Ultra Messaging/Solace, MQ & LDAP) /server platform / networking / database and will extend coverage to clustering, SAN storage & etc
• Work closely with off-shore production support teams to provide Level 2/3 support of issues related to platform services, system /network infrastructure; work as a bridge between application support/development teams and infrastructure support teams
• Estate and Capacity management including server deployment, optimization, re-allocation and decommissioning to maximize infrastructure estate efficiency
• Systems and applications monitoring – work closely with monitoring team to configure necessary parameters / counters to monitor all production systems and applications
• Previous experience as a Messaging or system administrator in an engineering or support capacity
• Ability to work independently locally and within a global team
• Good technical knowledge of Linux /Unix/ Windows including enterprise class servers and VM Ware infrastructure
• Messaging administration skill for Tibco EMS, 29West /Ultra Messaging, Solace, MQ & LDAP
• Knowledge of network technologies including switches, firewalls, routers and load balancers
• Knowledge of the main storage technologies (NAS, SAN and DAS)
• PERL or UNIX shell script programming

O&t-apps Support Manager Resume Examples & Samples

• Experience in managing a production support team of over 30 is required
• Must have managed production support for multiple business critical applications. Strong knowledge on production support operating models and roles
• Strong on MANTAS TS, ACTIMIZE, Unix, C++, Java, J2EE and Oracle PL/SQL, Server Architectures, Application Servers and Infrastructure
• Proven influencing and negotiation skills
• Continuously keep the Knowledge Share repository up to date

Associate Corporate Rel Support Manager Resume Examples & Samples

• Contributing to the team to support the delivery of income and growth
• Ensuring focus on delivering the requirements of the role and maintaining close links with stakeholders
• The role holder will operate within the Bank’s risk and operational guidelines and is responsible for ensuring that organisational standards are maintained and that the Banks policies and procedures are adhered to throughout the CBC in order to mitigate risk
• Appreciation of the changing economic, social and governmental environment in US
• Appreciation of a client focussed environment
• Bachelor’s Degree Required
• Strong ‘team’ skills promoting an environment of co-operation and trust, overcoming resistance where encountered

Office Support Manager Resume Examples & Samples

• This position wears multiple hats at the Central Florida Future. Responsibilities include advertising sales support, management of distribution of the Central Florida Future newspaper and website and management of daily office operations
• Sales staff support includes assisting sales staff with closing sales, identifying leads, coordination of ad materials, processing orders, etc
• Management of distribution includes optimizing distribution by ensuring weekly delivery is performed by outside contractors, recruiting and processing payments for delivery contractors, distribution tracking by location, securing new distribution locations in high traffic areas and auditing the delivery locations
• The Office Support Manager also performs office support functions like routing phone calls, ordering supplies, process freelance payments, handle office mail, etc
• The Office Support Manager must have proficiency with Microsoft Word and Excel
• Collaboration: Works interdepartmentally to drive success with distribution, sales and daily operations. This includes coordination with Sales Managers to identify needs, and with other agents involved in the execution of our daily mission. Further, gains trust of teammates and builds consensus around initiatives
• Team Communication: Regularly communicates with team members on upcoming changes; anticipates needs of employees. Holds regular meetings to disseminate information, and receive feedback from the team(s)
• Workload Management: Works with employees as needed to balance workload. Creates back up planning, and executes efficiencies and manages internal coordination of the teams
• Agent for Change: Drives process improvements and initiates positive, constructive change. Proactively introduces projects as needed to support sales team and exceed customer expectations
• Leadership: Leads by example by demonstrating strong leadership skills and constant professionalism with internal and external customers
• Problem Solving: Solves practical problems and deals with difficult customers, employee issues, and other concerns. Able to interpret and provide instructions orally and in writing

Business Support Manager Resume Examples & Samples

• Work with management to develop strategy and growth plans for Distribution areas
• Support Equities revenue reporting suite across products to monitor client value, producer credits and regional production. This will require coordination with other COO teams across the globe
• Ensure delivery of business initiatives and projects – provide overall governance across multiple initiatives to improve the client experience and protect the firm, including, but not limited to identifying and mitigating business risks, client onboarding, regulatory reform, expense management, etc
• Work directly with senior management to tailor reports and information delivery to enable sales and management teams to make informed decisions on client relationships and business momentum. This involves highlighting potential client payment issues using charting, tables and momentum trends
• Act as advisor to senior management across all areas of Client Value and Reporting. Provide management assistance, for instance by convening business reviews and management meetings
• Work with client account managers to analyze at the bank-to-client relationship level to identify gaps in relationships across different product areas and sales teams. Also work with account manager on specific action points to improve overall rankings and any areas of weakness
• Drive competitive analysis and reporting. Involvement in analyzing external surveys including McLagan, Greenwich and Coalition
• Responsible for ensuring data integrity; constant data and client cleansing to ensure revenues are accurate, working closely with partners in Finance, Operations and technology
• Partner with the business and technology to establish and implement the product/technology strategy and contribute to weekly technology calls to ensure business needs and concerns are considered for client relationship management (CRM) systems and reporting
• Contribute to strategic initiatives by supporting global, regional, cross-business and ad hoc reviews
• Identify, assess and mitigate business risks paying particular attention to client value reporting and implications thereof
• Support other functions and initiatives when reviewing implications of regulatory and business environment changes
• Support regular initiatives such as client budgets and performance target setting
• Help communicate business strategy, performance and priorities
• Undertake ad hoc data investigations and project work
• Provide support and training on internal client reporting systems as appropriate
• Experience in a related business function: Business Management, Middle Office or Finance/Control
• Culturally sensitive with the ability to work effectively among different countries and regions
• Passion in striving for business excellence
• Highly motivated with excellent time management & prioritization skills
• Present well to senior and global business heads
• As part of the EMEA Equities COO Team the successful candidate will partner closely with the other Equities COOs in support of the overall Equities franchise
• Expert in Microsoft Excel, Powerpoint
• Query language skill set desirable, but not mandatory
• Project leadership
• Drafting proposals for regulatory or statutory revisions
• Providing commentary on behalf of the GBAM businesses to proposed new Enterprise or GBAM policies and standards
• Promote the self-identification of Audit issues by the LOBs by participating in gap reviews; analyzing existing issues; and cross-checking between regional and product issues
• Instruct the businesses as needed on the existing Enterprise Audit program and changes to it
• Stay connected to audits in progress and review report drafts. Facilitate discussions between Audit and the LOBs with a goal of mutual understanding of the facts and gaps constituting possible issues
• Work with the LOBs to create manageable strategically sensible Action Plans which can be completed on time
• Understand, track and help guide the successful and timely remediation of GBAM’s Audit issues
• Foster positive regular dialogue between Audit and issue owners
• Create a platform for and maintaining single source data for the management of issues
• Collaborate with the GBAM Ops Risk team to coordinate the Ops Risk and Audit remediation programs
• The ideal candidate will have at least 10 years of post-college experience with a financial services organization or other similar position
• Prior experience with Global Markets traded products is required. A graduate degree is strongly preferred
• Candidates should also have a combination of business aptitude, excellent written and oral communications skills, strong organizational capabilities and the ability to work effectively with teams

Supervisory Support Manager Resume Examples & Samples

• Supporting multiple supervision-related projects and processes simultaneously
• Analyzing, monitoring, and interpreting data from core Supervision tools, and leveraging it to identify and drive resolution of potential issues or inefficiencies
• Liaising with Senior Business Controls Management, Business Supervision Officers, and control functions (e.g. Compliance, Technology, Operations, etc.) to analyze current processes/procedures, indentify potential improvements, develop strategies to implement change, and oversee/manage implementation
• Supporting and serving as central point of contact for Business Supervision/Business Controls Officers for various supervision-related processes and inquiries
• Driving core Supervision programs globally and across GBAM lines of business, in partnership with Business Supervision/Business Controls Officers

Structured Notes Support Manager Resume Examples & Samples

• Work in a dynamic environment, part of the Equity Derivative & Fund Linked Product Business which also includes Sales, Trading and Structuring departments
• Partner with the Business and regional Trade Management teams to ensure we are working in a controlled environment
• The opportunity to work amongst a professional, multi skilled and diverse team and learn new aspects of supporting our Business
• Structured Note Support is based within the EMEA Trade Management and provides timely set-up and support for structured products (including Notes / Certificates / Warrants) across Equity, Credit, FX, Commodities and Interest Rates in EMEA and US
• Local management of staff. The team has on going responsibility, across asset classes, for the integrity and maintenance of Product Data and associated linkage in EMEA and US
• Monitor, manage and address issues related to trade capture management information and operational risk metrics
• Support Trading supervisors with their management of trade capture related controls
• Perform route cause analysis, identify and implement solutions (process improvement, technology and behavioural)
• Provide trade capture support where required
• Support Traders query management, lifecycle activity, maturity and expiries
• Represent the business in the development of strategic trade capture systems
• Additionally, the team has Global Primary responsibility for the infrastructure and development of Structured Note Trade Capture (SNTC) system, including facilitation of support & on-boarding of new entities or structures
• Ability to prioritise quickly and work against short deadlines
• Experience in people development, oversight
• Experience in Investment Banking, MO, trade capture / data entry, control reporting roles
• International working experience
• Bachelor’s Degree (or equivalent) in Business Administration, Finance, and/or Economics
• Financial and Business Acumen
• Strong management, analytical, organizational and problem solving skills
• Highly organized and efficient individual possessing the ability to multi-task, manage competing priorities and meet deadlines while maintaining attention to detail/accuracy
• Proven leadership qualities enabling individual to influence and drive policy and procedure decisions
• Ability to effectively and crisply communicate across varied levels throughout the organization
• Advance Microsoft Office skills including proficiency with Excel and PowerPoint

Product Support Manager Resume Examples & Samples

• Provides amazing experiences to both internal and external customers by understanding the overall business, building strong relationships with their team and partners across the organization
• Provides support and mature leadership to a team of IT professionals. Guides and influences people resources and processes in pursuit of the division’s goals and objectives
• Focuses on day-to-day operations within Merchandise and NPG Technology applications needs and can proactively prioritize the incoming Production Support requests to meet the needs of a dynamic business
• Uses empathy to consider team and stakeholder views, plan stakeholder engagement, plan and prioritize activities and tailor communication materials
• Ensures effective execution and implementation of programs or sub-functions in accordance with policies and procedures
• Drives a culture of continuous improvement and innovation including instrumenting, monitoring, and measurement
• Experience delivering software solutions through the software delivery life cycle
• Hires and develops top talent
• Displays critical thinking
• Questions information and uses insights obtained to better understand the situation, assess impacts, and make informed decisions
• Minimum of 3-5 years experience as a team leader or first line manager
• Demonstrated ability to influence beyond the scope of his/her position
• Supportingmultiple supervision-related projectsand processessimultaneously
• Analyzing, monitoring,and interpreting datafrom core Supervision tools, and leveraging it to identify and drive resolutionof potential issues or inefficiencies
• Liaising withSenior BusinessControls Management, Business SupervisionOfficers, and control functions (e.g. Compliance, Technology, Operations, etc.)to analyze current processes/procedures, indentify potential improvements,develop strategies to implement change, and oversee/manage implementation
• Supporting andserving as central point of contact for Business Supervision/Business ControlsOfficers for various supervision-relatedprocesses and inquiriesQualifications
• Knowledge ofGlobal Banking & Markets businesses and controls
• Experienceinteracting and coordinating withCorporateAudit
• FINRAregistrations
• Relationship management skills and ability to interface confidently with associates of all levels
• Strong knowledge across many functional business areas
• Ability to translate complex process and business control gaps into risk
• Build relationships and gain consensus with key business partners
• Strong time management and organizational skills – proven ability to handle multiple priorities at once
• Proven track record of risk mitigation work

Support Manager Resume Examples & Samples

• Own and respond to requests for due diligence from external parties on FTIS (e.g. depositaries holding Luxembourg funds for AIFM/UCITS clients) Work with lines of business to determine appropriate response; manage and maintain database of responses; determine non dsiclosre arrangements and draft/manage response
• Support collation and management of centrally administered projects; (e.g. ad hoc / CSSF requests for information; Manangement Company Infrastructure; responses to regulatory change; etc)
• Project management monitoring and tracking
• Managing and maintaining presentation materials
• Other ad hoc support as required
• University degree in accounting or business, or equivalent qualification
• A professional qualification in finance, accounting or management (e.g. ACA, ACCA, ACMA, CPA) would be viewed favorably
• Alternate qualification related to funds/investment management industry (CFA; etc)
• Experience within asset management/investment funds industry
• English is the primary working language but knowledge or French and/or German would be an advantage
• Working knowledge of investment funds, including financial instruments and local regulatory environments
• Ability to work independently and make decisions with limited supervision
• Ability to interact in a multi-site and cross-functional environment and build collaborative, trust-based relationships
• No direct responsibility however, needs ability to negotiate and influence without direct supervision over staff
• Appropriate (executive) presence to deal with senior leaders (board members) and external clients/partners (auditors; regulators, etc)

Ops Support Manager Resume Examples & Samples

• Accountable for managing day-to-day service delivery operations for North America businesses including driving metrics of the team, executing monthly evaluations, and coaching and development of Specialists
• Demonstrates exemplary ability to meet established deadlines and submit cyclical deliverables in a timely manner
• Partners with HR Service Delivery Operations Manager and Leadership team to drive quality of service, quickly escalating issues, and acting with transparency when faced with complex issues/problems
• Demonstrate a strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of the business and HR partners
• Demonstrates a firm foundation in change management and organizational design in order to partner effectively and creatively with a continually changing environment
• Continuous and demonstrable improvement of productivity resulting in consistency, increased cost effectiveness and value
• Ensures and monitors that processes are in place to proactively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with the global Service Delivery model
• Regularly examines and ensures resources, capabilities and capacity to meet both existing and new business demand
• Provides expert problem management support to difficult or complex issues and ensures root-cause analysis is conducted with any learning applied for future benefit
• 3-5 years’ experience leading staff in Production / Operations environments
• 3 years of Human Resources and/or Shared Services experience preferred
• Strong customer service orientation and proven ability to drive improvements in customer satisfaction
• Demonstrated resilience and determination, able to adjust in changing environment and priorities
• Highly motivated, analytical, organized and methodical
• Good people management and leadership skills
• Ability to make good work flow decisions within the group and manage complex work flow for the group to run smoothly
• Support management to meet department and Corporate requirements
• Strong analytical skills across all Financial Streams
• To perform environmental set up for projects and to do small enhancements in applications
• Manage code migrations across development, test and production environments
• Test and deploy fixes to critical incidents quickly applications
• Prepare Tivoli (TWS) jobs and schedules definitions for the automation of jobs / shell scripts
• Implement Change Records raised by Business/Development Project Teams, within the SLAs
• Come up with creative ideas to improve the overall functioning of the processes
• Effectively liaison with peers & stakeholders
• Whenever necessary provide of out of hours support to ensure smooth functioning of the application, as needed
• Understand the projects from technology, process and business perspective
• Automate manual processing if there are any and contribute in design and development of moving the application to strategic architecture and help in creation of a stable and reliable system
• 3 to 4 years of hands on experience in Teradata,Oracle, Shell Scripting and Cognos
• Knowledge on Java / WAS would be added advantage
• Good at troubleshooting and debugging the any live issues / incidents /problem
• Good knowledge of RDBMS SQL and hands on database would be added advantage
• Knowledge on Incident Management, Problem Management and Change management
• Production support experience for time critical (tier1 )applications
• Ability to take up adhoc request raised by business in timely fashion with quick turn around time
• Provide input into project development to ensure design meets all operation and support criteria
• Ability to own live incident and drive it till closure
• Ability to work proactively towards indentifying scope for service improvement and working towards those service improvements
• Effective communicator (written and verbal) at all relevant levels of the organization
• Ability to plan and manage own work effectively
• Ability to work at pace, under pressure, whilst maintaining quality
• Flexibility to react to react effectively to changing priorities and to willingness to step outside of role boundaries to achieve results
• Should have overall experience of 7 to 10 years in Application development / support
• Knowledge on ITIL concepts
• Experience in managing shift ROTA for 24X7
• Experience in transition support from development to live support teams
• Excellent technical skills (Teradata, Cognos, Java, Oracle, Unix shell scripting)
• Exposure to Banking domain
• In depth knowledge of how IT services can be delivered most effectively and able to use this knowledge to meet organization’s goals
• Excellent written and verbal communication skills, with the ability to adapt style for multiple levels and different audiences
• Excellent analytical skills and an ability to solve issues
• Has a high level of drive, energy and passion that motivates and inspires others
• Expense management – to ensure Citigroup Expense Management Policy is complied with
• Liaise / work with CTSM PG, JB, external auditors, regional and country Fincon on all finance related matters
• Review monthly analysis on expenses, accruals and prepare any ad hoc request from regional
• Manage KL CSC process for invoice payment, preparation of e-billing, staff claims, fixed assets tracking, PO monitoring, unpaid invoices / supplier reconciliation and accounts proofing process
• Prepares and monitor cash billing, ensure relevant entries are effected within deadline. Liaise with respective countries and business to resolve disputes
• Support for migration activities
• Author, with collaborative buy-in from all parties, a practical methodology for testing
• Publish, champion and revise testing plans in partnership with all stakeholders
• Write, delegate and utilize testing into a consolidated suite of documented tests
• Put together a plan for future testing, including areas for development, hardware/lab requirements, and staffing requirements, to obtain specific results
• Correlate areas of focus and prioritize testing methodologies based on prior areas of concern and areas of current/future development focus
• To own and ensure that appropriate actions are taken to resolve all business issues (customer, process, and financial), and to implement measures to avoid re-occurrence
• To schedule and prioritise activities and tasks as per business priorities
• To manage key stakeholder relationships with all parts of the bank to deliver product maintenance activities
• Conducting post implementation reviews to evaluate performance
• Identify, research, validate, setup & maintain legal entity reference data (leveraging internal/external stakeholders and data sources) on central repositories/applications; legal entity data forms an integral component of Credit Risk exposure; typically data spans legal name verification, address, nature of business, ownership etc
• Management of in-country resource, conducting performance reviews, team development and broadening the knowledge base of the team as a whole
• Assisting with the development of a remediation strategy to cover regulatory requirements and general business requirements relating to reference data
• Liaise with internal/external stakeholders to provide exception management reconciliation/reporting
• Conduct analysis to map front to back data flows and provide subject matter expertise, providing input to project requirements to drive business, functional and/or system/platform changes
• Perform quality reviews/refresh of client reference data and our supporting processes/procedures
• Manage the delivery of projects spanning: Market/Regulatory initiatives, Technology/Platform roll outs, migrations between various internal/external sources; responsibility may include coordination and input on project delivery (planning, analysis, requirements gathering, governance, status reporting, scheduling, etc.)
• Manage and develop the team to ensure effective results
• Previous experience in managing people
• Previous experience in project management and working with senior management
• Experience in Reference Data Management
• Extensive knowledge & experience in data management: analysis, governance, quality, business and technical master data management
• An advance degree in Math, Science, Computer Science/Data, Business Administration or equivalent work experience is a plus
• A minimum of 5 years of experience across any combination of data operations, preferable in investment banking
• Previous experience of data manipulation (ideally in an investment bank environment)
• Familiarity with external products and services that add value to client and operation reference data management
• Worked on projects and managed/participated in User Acceptance Test (UAT)
• Experience of having worked with Back/Middle Office
• Ability to manage both strategic and tactical activities, including senior stakeholder management to ensure program success
• Ability to influence support for major business issues from senior stakeholders in all functions and escalate delays and resource gaps to drive rapid resolution of any issue that can have a high impact on customer service
• Knowledge of the banking regulatory environment required
• Extensive experience with Reference Data Mastering, exception management, and other aspects of data management
• Experience Interacting closely with development teams to ensure that requirements are accurately translated into solutions and to ensure that testing approach and methods successfully verify that changes meet functional requirements
• Ability to track progress, identify high impact issues, resource constraints and conflictive decisions; work with global teams to address conflicts and constraint in order to escalate issues and proposed resolution
• Ability to work with the business to help refine processes and drive efficiency benefits
• Strong academic qualifications would be desirable, especially in Sciences
• Ability to effectively communicate and present data and information
• Ability to lead teams and meetings
• Innovative thinking skills enabling simple solutions for complex business needs
• Ability to build strong working relationships with internal and external partners and influence peers and higher level managers without authority
• Ability to understand business priorities
• Strong leadership, project and people management skills and demonstrated track record of delivering results in a highly pressurized environment
• Ability to develop and deploy functional and business strategic plans, objectives and performance metrics and create organizational alignment
• Understanding of the regulatory landscape within the region and country is essential. Actively monitor regulatory developments and trends in the market and assist in developing appropriate data requirements for the bank regulatory compliance program
• Strong Microsoft skills: Word, Excel, PowerPoint
• Strong focus on Control and Process optimisation and documentation
• Proven project and process management skills
• Proven people management
• Organised with an excellent attention to detail
• Comfortable working with large quantities of data
• Comfortable working independently in a dynamic and challenging environment
• Bachelor's degree in Business or Behavioral Science and Master's degree or 2+ years with broker-dealer experience in the securities industry or related field
• Experience with an e-communications review tool and the e-communications process
• E-Communications Review - Uses e-communication surveillance tools and processes to prioritize, review, and evaluate the regulatory compliance of e-communications (e.g. e-mail, social media communications) for regulated employees designated by GBAM Compliance
• Escalation Process & Reporting - Identifies, resolves, and escalates problematic e-communication trends, preparing reports and communicating compliance trends and violations to stakeholders (e.g., LOB leadership, GBAM Compliance, Legal) as appropriate
• Actual experience in eCommunications review and analysis
• 1 year experience working with a financial institution or related experience
• Series 7 registered or Master’s Degree
• 8 Acts as a liaison between BU partners( GES/MAS/TS/AVS and Implementation) and HCR Team as an internal client advocate
• 9 Keeps up to date and proficient in new legislative changes that impact ACA legislation changesDevelops ,refines and leads HCR service model, process requirements and quality management requirements for the HCR Service Center
• 10 Develops and provides department reports to management with recommendations and action plans for improvement. 11 Provides input to HCR Service Center priorities, and end user requirements
• 12 Identifies operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
• 13 Foster associates to learn, develop and adapt to changing business priorities
• Five to seven years progressive experience in a client service technical support role supporting client service managers, account managers, new and/or existing clients utilizing payroll processing and tax filing service, or similar financial data processing applications, including at least 2 years in management
• Must have general understanding of payroll processing, tax filing and management reporting systems, and the ability to lead service, financial, operations and technical staff to identify and resolve critical client issues at all levels of complexity
• Ability to work under pressure while maintaining a professional demeanor
• Ability to motivate and lead others, coach and counsel, develop and foster a team environment
• Proven ability to assess performance, mentor, and counsel associates is essential
• Excellent organization, negotiation and leadership skills
• Experience working with National size clients preferred
• Must possess excellent written and verbal communication skills
• Self starter with the ability to learn quickly, function in a fast paced environment, work on multiple projects simultaneously, and be results oriented. CPP is highly desirable
• Provide support for mission-critical GDS applications which interact with all the FO Trade capture systems and Risk systems across multiple asset classes
• Deep understanding of Incident Management processes and Own and manage the Major incident, must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
• Develop and maintain technical support documentation
• Act as a liaison between various internal technology groups and vendors
• Participate in User Acceptance testing, application releases into production
• Liaising with multiple teams and perform post release checkouts after application releases and infrastructure updates
• Support Batch processes via Autosys
• Strong knowledge of the banking environment, understanding of products and services offered to clients
• Experience of working within a shared services function with a diverse client base
• Proven ability to interpret and implement change
• Understanding of Incident & problem management methodologies & tools
• Outstanding stakeholder management skills
• Bachelor's degree in Business, Behavioral Science, or related field OR Associate's degree in Business or related field and 2 years experience in the securities industry or related field OR 4 years experience in the securities industry
• 1 year experience in eCommunications review and analysis
• 1 year experience working with a financial institution
• Series 7 registered
• Prioritizes flagged communications for review based on the preliminary assessment of key indicators (e.g., subject headings, sender/receiver addresses)
• Works with cross-functional stakeholders (e.g., Human Resources, Legal & Compliance Support Partners) to follow-up on and resolve issues identified during review process
• Reviews and communicates compliance trends and violations to appropriate stakeholders (e.g., LOB leadership, GBAM Compliance, Legal) both verbally and in writing
• The candidate will be expected to servce as an investigation specialist providing advice and input to analysts and senior analysts in matters of case investigation procedures and Citi policies
• Perform 2nd level case authorization; this involves review and validation of all conclusions and recommendations submitted by Level 1 Analysts/Reviewers
• Conduct searches, perform due diligence, gather data and record evidence from Citi internal systems, the internet, commercial databases and enquiry with business or compliance contacts within Citi
• Build and apply knowledge of money laundering processes, sanction(s) or laws/regulations to case investigations
• Conduct alert investigation using global standard policies, procedures and tools and meet internal and external regulatory requirements
• Escalate suspicious or potential unusual client activities/cases to team leads or directly to Country AMLCO
• Meet the service level agreement (turnaround time) for case/transaction reviews/investigations agreed upon with stakeholders
• Meet productivity and quality (rejects/QA) targets set
• Responsible for managing a team of Analsysts and/or Senior Analysts identifying potential gaps/risks in transaction analysis/reviews
• Provide training and mentoring to Analysts/Senior Analysts on investigation rechniques, internal systems, products and money laundering policies and regulations
• Prepare capacity/productivity plan to assist team leads in managing capacity and volumes
• Assist team leads in maintaining analysts' key performance indicators and indetifying analaysts' training needs and areas of improvement
• Adhere to all Citi policies and confidentiality standards
• Assist team leads in preparation of governance calls with stakeholders
• Participate in global/regional projects/workstreams
• Participate in peer reviews on investigations to ensure appropriate dispositions have been recommended by analyst
• Support the successful accomplishment of internal Risk and Control and Self-assessment policies (RCSA) as they apply to the department
• Support implementation of new products
• Responsibility to Our Clients Builds client relationships
• Delivers client solutions
• Responsibility to Each Other Builds partnerships and values diversity
• Communicates effectively
• Responsibility to Our Franchise Drives Results Uses sound judgement
• Innovates and manages change
• Manages risk and control
• Pursues learning and self-development
• AML Monitoring Analyzes and investigates suspicious activity
• Makes responsible decisions
• Builds and applies business, regulatory and country knowledge
• Innovation Strives for "best-in-class practices"
• Leads innovation
• Delivers effective solutions
• Advocacy Advocates AML within Citi and externally
• Language English is mandatory
• University degree/diploma in any discipline
• Preferably 4-5 years of experience in people/team management, banking operations, compliance and audit background
• In addition to English, Bahasa Malaysia or Chinese languages, fluent written and spoken skills in other Asian languages will be an added advantage
• Bachelors Degree in Finance or Commerce with a minimum 5 years related experience within Financial Services, preferably within Mutual Funds Sales Support, Product Management or Marketing
• Completion of CSC
• Thorough working knowledge of Financial Services including investments and the investment industry. Previous mutual fund experience is an asset
• P.C. literate (Word, Excel and PowerPoint)
• Superior writing skills
• Demonstrated experience dealing in a client service environment
• Strong relationship management skills; strong understanding of client objectives and expectations
• Expertise with regard to various vehicles of communication, including print and electronic
• Ability to communicate effectively with senior management and peers
• Ability to multi-task and thrive in a rapidly changing environment
• Aptitude for thinking strategically
• Ability to manage in unstructured situations with innovative and creative thinking
• Able to work independently and/or through a team to define and deliver project and/or to initiate objectives
• Identify, research, validate, setup and maintain legal entity reference data (leveraging internal/external stakeholders and data sources) on central repositories/applications; legal entity data forms an integral component of Credit Risk exposure; typically data spans legal name verification, address, nature of business, ownership etc
• Assisting with the development of a remediation Strategy to cover Basel II requirements and general business requirements relating to reference data
• Manage the delivery of projects spanning : Market/Regulatory initiatives, Technology/Platform roll outs, migrations between various internal/external sources; responsibility may include coordination and input on project delivery (planning, analysis, requirements gathering, governance, status reporting, scheduling etc)
• Experience in Data Analysis
• Experience working with internal and external data sources to conduct due diligence, assess credit risk and financial research (Bankers Almanac, Dun and Bradstreet, SWIFT etc)
• Sound knowledge of Trade Life Cycle, Reference Data Management and Settlement process of Securities
• Role is for a strong, experienced operational project manager with responsibility project delivery, control oversight, metrics and presentation production within the Account Control Group. Components of role include
• Co-ordination and delivery of strategic projects within the Account Control Group covering processes, systems and regulatory requirements
• Identify opportunities for improvements in quality of data and client service levels. Recommend new work procedures with broader scope of impact
• Working with Front Office, Middle Office, Operations and Technology across multiple product lines to deliver best in class operational and technological solutions
• Target system improvements and controls. Includes review of Business Requirements Documents, user acceptance testing and platform rollouts
• Define and deliver metrics to measure Key Performance Indicators (KRIs) and Key Risk Indicators (KRIs) both internally and client facing - owning metrics book of work and co-ordinating cross region and cross processes
• Delivers a robust control environment, identifying control issues, root causes analysis and delivering tactical and strategic solutions to fix gaps
• Process acquisition review of new processes being transitioned into ACG from Operations and Middle Office groups
• Production of presentations to internal and external stakeholders covering all aspects of ACG
• Strong expertise in transformation, change and project management, preferably in Financial Services but not critical
• Strong understanding of metrics and how they can be used to measure risks, performance and help manage processes
• Good knowledge of client/counterparty/account data within a global financial services organisation
• Good awareness of client needs/expectations within data domain, highly responsive and communicative with junior and mid-level stakeholders
• Experience of working with globally dispersed teams to deliver overall department objectives
• Strong organisational skills, running projects on time, on budget whilst managing risks and expectations throughout the process
• Must possess good verbal and written communication skills with the ability to be assertive; Stakeholder management and presentation skills
• Good knowledge of MS Office Suite, including proficiency in Visio, Excel, Outlook and Business Objects or equivalent data mining tools
• Strong Analytical skills to interrogate data, systems and processes in order to identify inefficiencies, inaccuracies and propose solutions
• Enterprise client/account data and how to create efficiencies through automation of functions
• Relational nature of data – how client/account hierarchies can be effectively structured to deliver business value and risk mitigation
• How client/account data is used within front to back transactional flows
• Good academic qualifications would be desirable, but less relevant than a strong track record in banking (preferably operational reference data or trade settlement) and or management roles
• Project management qualifications (Prince 2, APM, CAPM) desirable
• Financial services related qualifications would be advantageous
• Sound knowledge in IoT (Internet of Thing)
• Strong analytical skills, good data driven judgment and negotiation techniques
• Ability to meet time critical deadlines with high level of accuracy and data integrity
• Responsiveness and excellent flow thorough
• Good customer orientation
• Good computer literacy
• Knowledge in product planning would be an added advantage
• Relationship building and customer management to ensure customer satisfaction
• Ensure delivery and contribute to the sales of services to our key customers
• Lead and manage local and international resources
• Extensive collaboration with consulting, advisory and sales departments
• Create an environment where talent thrives
• Inspire excellence – be the standard
• Be accountable – own the outcome
• Be unselfish – empower others
• Reward results – promote meritocracy
• Collaborate – be a team
• Act with integrity – do what is right
• Monthly accounting and financial reporting- Analyzes and critiques information for conformance with US and local GAAP, corporate guidelines and reasonability levels, ensuring financial reporting integrity is always maintained. Information is presented to senior management
• Ensuring a strong and effective internal control environment is in place and adequately documented and tested. In addition, has responsibility for leading and ensuring the unit’s compliance with Sarbanes-Oxley
• Strategy planning process. This includes long-term strategic development, quarterly strategic assessments and short -term tactical planning to ensure growth and financial success
• Business Risk Management governance process
• Bachelor's level degree in accounting, or Bachelor's level degree with 18 hours of core accounting courses
• Strong background in financial accounting, reporting and analysis, cost accounting, and budget development
• 13 or more years of progressive accounting experience
• Excellent leadership, interpersonal, and communication skills are required in order to deal with sensitive issues, develop others, or persuade others inside and outside the department to take specific action
• Knowledge of the Caterpillar organization, and its products, policies and procedure
• Net Sales: $750mil-$1bil
• Sales Variance: $30m - $40mil
• Budget: $500k-$1.5mil
• Direct Reports: 6-10
• Achievement of annual parts business plan for OEM Truck Engine Parts, On-highway truck Parts and After-market truck parts
• Supporting parts sales and developing special merchandising programs to drive parts sales and special marketing initiatives
• Driving dealer alignment, defining performance measurements, and developing long term parts development plans with Cat dealers & TEPS dealers
• Finding new and innovative ways of profitably growing the Global On-Highway parts businesses
• Lead, develop and grow Caterpillar's OEM Truck Engine Parts Business, Vocational Truck Parts Business and After-market truck parts business
• Lead the Maximize Truck Engine Harvest Critical Success Factor initiative. Includes leading a cross functional team of 16 people in order to drive incremental parts sales and POPS growth
• Develop and manage various parts marketing programs and promotional initiatives
• Develop and implement OEM engine & truck parts growth strategies
• Work closely with Caterpillar's distribution teams to develop dealer capabilities and to enhance dealer parts coverage
• Identify and coordinate the on-boarding of new After-market truck parts suppliers
• Effectively communicate Global On-Highway's parts growth initiatives to internal Caterpillar partners and Cat dealers
• Sponsor 6 Sigma projects that address parts growth and process improvement
• Lead, develop and mentor team members
• Effectively manage all personnel issues and provide value based performance evaluation input
• Travel includes 2 trips per year to Geneva Switzerland to participate on the Global Parts Council
• The position requires substantial parts sales execution, dealer operations, and marketing experience, with thorough knowledge of company products
• Broad company knowledge and strong understanding of parts distribution and processes
• Strong people relations skills are required to develop a cooperative work relationship with others inside and outside the department
• Parts & Product Support experience
• Job Related field rep experience
• 4 Year College/university degree
• 9 to 12 years of progressively job related experience are required including field and senior staff experience
• 6 Sigma Black Belt
• Experience in the On-Highway Truck business, a Truck OEM, a Dealer or at a Truck OEM dealer
• After-market truck parts business experience
• Able to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences
• Able to work and set priorities for self and for the work team without day-to-day direct supervision
• Manages a global 24 x 7 team involved in supporting various enterprise applications including SAP, Siebel, Salesforce, Tibco, Informatica, Business Objects, Hadoop and custom applications hosted in the cloud
• Responsible for proactively ensuring the high availability of Autodesk’s enterprise applications & systems to support Autodesk’s critical enterprise business processes
• Manages major incidents & escalations and communicates with senior Autodesk management and business units
• Collaborates on the design and implementation of next generation enterprise systems for Autodesk’s Enterprise Applications (EA) group
• Partners with Development & Project Teams, Systems Quality Assurance (SQA), and Platform teams to ensure quality production releases and ensure post launch supportability
• Manages and improves systems availability and business service levels
• Drives self-healing and automation solutions for recurring incidents
• Provides active guidance and direction to technical team members for faster incident resolution
• Mentors, coaches and motivates team to perform at high levels

VP Asset & Liability Support Manager Resume Examples & Samples

• 4 - 10 years related experience and/training and Master’s degree (M.A.) or equivalent combination of education and experience
• Extensive Asset/Liability management experience required
• Ability to work with mathematical concepts such as probability and statistical inference
• Strong knowledge of Excel, PowerPoint and Fiserve’s Sendero model required

Premium Support Manager, Simulation Resume Examples & Samples

• Develop strategic relationships with key accounts engaged with our Premium Support Services team to maintain customer loyalty, ensure renewal and drive adoption
• Develop Premium Support Service goals and objectives with Enterprise Customers and Support Account Mangers to ensure consistent, measurable value over time
• Manage renewal and expansion opportunities for EP support with existing customers to ensure accuracy in pipeline and forecast
• Work closely with the Major Account Sales team in joint account planning and strategic positioning of Premium Support and Services for Enterprise Customers
• Represent Premium Support and Services during pre-sales engagements, articulating value proposition of Premium Support and Service
• Participate in quarterly business reviews and lead other meetings with C-level and VP-level clients
• Able to travel 50% of the time – mostly across their assigned territory as needed to support enterprise customers
• Bachelor Degree in Business, Manufacturing, Engineering or equivalent work experience
• A good understanding of people management and have had experience of driving a strategic recruitment plan to hire and retain the right talent addressing specific hiring, skill or succession requirements to support business goals
• Demonstrated success managing multiple complex projects, juggling competing priorities, and meeting exacting deadlines
• Successful experience managing and scaling a geographically dispersed Support/Services organization for a top tier Technology vendor, driving the execution of processes and programs through the delivery organization
• Ability to communicate clearly and effectively, both written and verbally by ensuring proposals are presented to high standards
• Ability to lead effective meetings with multiple stakeholders, including strong presentation and listening skills
• Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and, which will be critical to success
• Experience working with customers in the tech industry is a plus

Integration & Support Manager Resume Examples & Samples

• Developed analytical skills
• Strong computer skills, particularly in PowerPoint, Excel
• An understanding of Cards processes and policies
• Innovation, creativity
• Ability to self-motivate and to motivate others

Application / Release Support Manager Resume Examples & Samples

• Lead Implementation Planning meetings prior to deployment
• Use established best practices to ensure timely and successful production deployments
• Facilitate implementation workbook review meetings with functional teams to build runbook and backout plans
• Engage and schedule functional resources in support of deployment and implementation verification
• Acquire final approvals from QA and the LOB for application deployments
• Partner with CCIT Project Manager to develop Command Center Plan
• Coordinates Mock Deployments and Mock Rollbacks
• Responsible for UAT, PERF, DR, Prod, client-facing environments
• Coordinates with Environment Manager to ensure that all applicable environment issues are resolved in advance of production implementation
• Execute deployment according to implementation plan
• Coordinate overall deployment
• Partner with CCIT Project Manager to execute Command Center Plan
• Track deployment activities as they occur using implementation plan
• Facilitate resolution of issues during deployment and escalate issues where necessary
• Add post deployment activities where needed and follow-up on their completion
• Post Deployment meeting to review issues and activities
• Communicate status to Senior Management and LOB via checkpoint conference bridge and in-person meetings
• Communicate interim and overall plan status to Technology Project Manager and Platform Owner
• Produce workbook including detailed implementation tasks, PVT Plan, Backout and Contact Lists
• Post implementation documents to online data repository
• Minimum of 3 + years experience of combined business, project management, team leadership and IT experience required
• Minimum of 3 + years managing projects in multiple technologies, functions (e.g. transaction management, risk management etc.) and industries
• Minimum of 3 + years experience working with Microsoft Project
• 5-10 years’ experience and subject matter expertise with AML/BSA matters or similar transferable knowledge, preferred
• 3-5 Years experience in a supervisory/management role
• Quality Assurance (QA) background required
• Risk and/or Operations Background required
• Financial Industry Knowledge/Experience
• Certified Anti-Money Laundering Specialist (CAMS) Certification a plus
• Detailed comprehension of corporate policies and business procedures
• Intermediate Microsoft Office Suite knowledge required
• Must be fully Bi-lingual in English and Spanish (Portuguese Highly Preferred)
• Proven ability to manage compliance and control environments
• Independent Decision making, judgment; solid problem solving ability
• Strong analytical, research , problem solving and organization skills required
• Work closely with the LATAM Mexico TTS Client Ops Regional Controls Head on regulatory policies and Citi policies to ensure compliance
• Support on the maintenance of a control environment
• Participate in the development, implementation and maintenance if the Manager’s Control Assessment procedures (MCA) previously known as RCSA
• Ensure effective, robust and proactive management of the end to end aspects of the MCA process
• Properly monitor errors to ensure adherence to Audit and Control policies
• Perform within departmental procedures and compliance standards
• Understand the procedures and controls of Mexico TTS Client Operations
• Participate in activities related to risk, control and compliance
• Provide training to operations teams to increase the risk control mind-set
• Review all balance sheet accounts for exposure. Identify outliers and follow up with operations through resolution
• Ensure that appropriate KRIs is in place and tools are available to monitor risk indicators
• Support the business with compliance to Citi policies and corrective action plans
• Liaison with the Operations team to support the MCA framework
• Leverage people skills to influence outcomes arising from operational breaks and challenge operations to a new level of controls
• Perform independent control reviews with the Operations units regarding new products and services as well as existing services from a risk and control perspective
• Analyse process flows for potential risk
• Support audit, regulatory, compliance, and business monitoring reviews. Track deliverables and prepare status of the audit. Track corrective action plans (CAP) and follow through resolution
• Create metrics for TTS risk reporting by supporting the LATAM Mexico TTS Client Ops Regional Controls head
• Execute Global and Regional TTS Ops initiatives and promote global standard practice and operating model
• Review Contingency of Business and all areas of compliance and risk focus for the business
• Prepare any presentations as required
• Minimum 5 years’ experience in Financial Services or relevant fields
• Bachelor’s degree in business or related field required
• Experience in performing complex problem solving
• Highly organised with strong program management skills
• Experience in process implementations and improvement is desired
• Understanding of Citi TTS preferable
• Knowledge of compliance, regulatory, and Citi policies preferable
• Control & risk management
• Clear thinker with experience working with global teams
• Leadership and management of complex operation environments
• Ability to work in an environment where priorities are frequently changing
• Execution skills
• Strong communication skills, able to communicate effectively with Business and different Operations organizations
• Computer Skills: expert level proficiency in Excel, PowerPoint and Access

Trader Support Manager Resume Examples & Samples

• At least 6 years experience with managing technology support, scheduling, operations, and auxiliary IT functions for a major site or multiple sites
• Application delivery process
• Release management
• Software installation and support
• Software distribution
• IT quality assurance

Golfnow Support Manager Resume Examples & Samples

• Lead team of up to 20 Client Support Associates, including hiring, scheduling, and coaching
• Manage call volume and response to provide high level service and support to Golf Channel Solutions course clients
• Ensure client needs are completed with a high level of accuracy and customer service
• Develop associate communication and sales skills to improve the performance of the client support center as well as build talent bench strength for sales and operations staff positions
• Assist in resolving client issues when needed
• Could include responsibilities on holidays, at night and on the weekend
• Provide consistent feedback and disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommend such actions, to help improve employee performance
• GolfNow systems expertise – extensive knowledge of all GolfNow systems including GolfNow Central and Salesforce is required
• Must have an active state MLO license in each state where business is to be conducted
• High-school diploma or GED and a minimum
• 1-year lending origination experience
• Strong PC skills, including Power Point, Excel, Word and Lotus Notes
• Solid knowledge of state and local real estate markets

Private Banking Branch Support Manager Houston Resume Examples & Samples

• Communicates, implements and ensures compliance with the Firm’s Compliance, Operational and Supervisory policies and procedures
• Supports and drives strategic Firm initiatives including risk management and operational projects
• Maintains up-to-date knowledge of applicable laws and industry regulations; keeps Regional Manager and relevant office staff informed as needed
• Proactively evaluates the business to identify, mitigate, resolve and/or escalate supervisory / control issues; ensures that delegated tasks are properly performed in a timely fashion
• Maintains and reviews areas of Risk including but not limited to: monitoring client accounts, transactions and RM (Relationship Manager) conduct; suitability and appropriateness, PEP (Politically Exposed Person) approvals and Rep Risk submissions; cross border activities;,and registration reviews: etc
• Ensures that there are proper controls around client funds, disbursements and receipts
• Primary contact for regulatory and Compliance inquiries and manages relationships with regulatory examiners and internal audit teams
• Liaison with Pershing and Operations
• Primary point person for launch of new products and resident SME for product platform; responsible for ensuring adequate supervisory oversight for the sale of all complex products
• Manages client issues and complaints in adherence to Firm policy and regulatory requirements
• Participates and contributes to working groups, policy review committees, task forces, etc designed to enhance the control environment or to implement the Firm’s strategic goals
• Works directly with HR on the Human Capital Portfolio analysis as well as performance reviews and promotion process for the RA (Relationship Associate) and BA (Business Analyst) population
• Participates in performance reviews and promotion process for the Operations staff
• Contact for the hiring of RAs, BAs, Operations and Supervisory personnel
• Provides counseling between staff members, conducts staff meetings and provides training and coaching as necessary
• Manages support staff ratios for the respective branch
• RA forum sponsor
• Ensures appropriate governance within area of responsibility and, if necessary escalates issues
• Works in close collaboration with Compliance in the delivery of formal training and the interpretation and implementation of rules and regulations
• Ensures that areas under management operate without significant business, operational, financial or reputational risks by performing the necessary control tasks e.g. MICOS (Monitoring of Internal Control System)
• Performs regular review of the top risk-ranked accounts as identified by Protegent; directly responsible for client contact to identify potential risk issues and ensure appropriateness of account activity and client satisfaction
• Oversees the CID (Client Identification) and Branch approval process, client grouping, house holding and missing document review on new and existing accounts
• Performs adequate supervision of employees working from remote locations
• Monitors and maintains the appropriate business recovery plan for the respective branch office
• Responsible for Firm account reviews and reconciliation – Sundry, Error, Average Price, Reject accounts, Team average price accounts, etc
• Ensures proper controls around client / account updates, address changes, etc
• Ensures proper controls around employee trading
• Retains, directs, motivates, trains and develops staff in order to reasonably ensure that employees under supervision are competent to perform within their functions, receiving appropriate information and training in order to achieve optimal employee engagement and high client satisfaction
• Plans and utilizes resources proactively and efficiently
• Proactive Approach: Shows drive, passion, works persistently through obstacles to create positive impact and value for the bank. Approaches situations with an entrepreneurial perspective
• Principled Behavior: High integrity, maintains confidentiality at all times. Fully complies with the code of conduct; acts responsibly protecting the reputation of the bank and mitigating controlling risks
• Partnership: Takes visible responsibility for establishing, preserving and growing deep strong relationships with clients/colleagues. Communicates effectively across all levels of the client's organization
• People leadership: Shows genuine interest in advancing people, gives credit, empowers and provides actionable feedback. Takes a strategic perspective to decisions and resource allocation
• Professional skills: Results-orientation with a superior ability to execute as well as creatively solve problems; combined analytical and persuasion skills with a comfort and flexibility to work with all levels of the organization. Has the expertise to create strong outcomes
• Willingness to adapt to change and can navigate across different branch and central functions, leveraging resources and delegates effectively
• Ability to create an open, positive and collaborative branch business culture
• Decisive and exercises sound judgment
• Works in partnership with the relevant business and control functions

Channel Support Manager Resume Examples & Samples

• Manage the day-to-day for the digital customer service applications used enterprise wide in partnership with technology, channels and business owners
• Drive the implementation and adoption of new and existing collaboration capabilities in partnership with the Digital Collaboration Product Management team
• Use strong technical and operational skills to proactively identify and recommend opportunities that will not only increase efficiency and effectiveness, but also help realize the true value and potential of the digital customer service applications
• Serve as a hands-on subject matter expert to provide functional support to end user groups, share best practices, and provide recommendations for efficient email/chat integration and management
• Develop and maintain effective relationships with partners across RBC, and third party suppliers, involved in the delivery and support of digital channel collaboration capabilities
• Lead the design/creation/maintenance of the training packages for digital customer service channels
• Create and maintain production support and administration documentation
• Provide logistical support for the digital customer service channels
• A self-starter who has a proven track record in delivering digital customer service capabilities that realize substantial business value
• Someone who is able to understand customer expectations; industry best practices; current gaps and technical constraints; participate in developing efficient and effective solutions; drive requirements and ultimately partner with IT Delivery, business partners, and third party suppliers to deliver the optimal customer experience
• Knowledgeable and passionate around emerging digital customer service technologies and how they will change consumer experiences
• Someone that has hands-on experience and knowledge of Contact Centre business
• Able to manage multiple priorities and aggressive deliverables and take a leadership role in moving initiatives forward and removing obstacles
• Someone with strategic mindset, strong analytical, consultative, and team communication / facilitative skills
• Revenue optimization, database expansion and other course products
• Promotes support specialists to maintain a high energy, engaging, servant culture
• Manages daily workflow to maximize call answers and minimize voicemails and hold times
• Achieves a high level of quality through call recording analysis and staff coaching
• Mentor support specialists handling complex support issues
• Tracks team performance daily, giving regular feedback to consultants
• Performs bi-annual reviews, supplemented with consistent mentoring
• Supports internal company technology, including computers, phones and network
• Convey patience, leadership and calm in stressful situations
• Lead a 20+ team across four offices (Menlo Park, Dublin, Singapore and Sao Paulo)
• Develop strong cross-functional partnerships across Facebook (Sales, Product, Product Marketing, Forensics and Engineering)
• Define processes to support the Product Support team in gathering insights around ads product use, stability and performance
• Experience working in global organization
• Ability to quickly learn with minimal guidance
• Ability to analyze data, create mapping documents
• Knowledge of MS Excel, PowerPoint, Access a plus
• Work collaboratively with our strategic vendors on a daily basis to deliver and optimize the Level 1 service, to meet and exceed defined SLAs
• Management and tracking of L1 initiatives to improve the support model. Prepare and maintain project plans, track progress against milestones, manage risk and issues and prepare summaries for senior management review
• Responsible for identifying gaps between organization standard practices and operational activities, and running impact assessments to identify remediation steps required
• Support the contract management with our vendors, including change management and validating commercial changes
• Build and leverage metrics to support the responsibilities outlined above
• Contribute to wider QAPM initiatives around optimization of support
• Work with MS stakeholders to promote best practices across our onshore and vendor Level 2/3 teams
• Experience with Process Mapping tools such as Visio and MS Office suite of products such as Word, Excel, PowerPoint & Access and PDF
• Excellent team player with good analytical, oral and written communication skills
• Experience of core Morgan Stanley technologies used (Unix, SQL, Perl)
• Excellent problem solving & organization skills
• Bachelors or Masters Degree
• ITIL Foundation qualification
• ITIL Intermediate (or above) qualification
• Exposure to Lean, Six Sigma and other best practices
• Experience using ServiceNow, including admin & reporting
• Experience with additional technologies used (Autosys, MQ, ADABAS/JCL Mainframe)
• Experience with automation of manual work
• Ensure Product Support staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
• Provide leadership and direction to Product Support Specialists and Technical Leads to drive resolution of bugs, enhancements or defects for customers
• Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives
• Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress
• Work closely with the Division in the introduction of newly developed products
• Work with Acquisitions as they move in and through the PTV process

FRO Genesis Support Manager Resume Examples & Samples

• Help the team resolve daily L2 related issues and ensure they have the needed guidance, support and knowledge of the processes
• Coordinating system enhancements and changes with different stakeholders
• Acting as SME to ensure system and business activities are aligned
• Ensure all pending issues are tracked, monitored and escalated on a timely basis
• Coordinate with technology to prioritize tasks as ensure all issues are acted upon as per the impact to respective stakeholders
• Ensure UAT/enhancements/projects are on track per baseline plan
• 7 to 9 years
• 2+ in similar role
• 2+ in a role to manage people

Software Deployment & Support Manager Resume Examples & Samples

• Translate a customer problem into a plan to resolve the customer problem. This includes engaging the right STB resources to execute on the plan and collaborate with other engineering teams to address cross-functional issues
• Identify Integration and Field Support process and technology shortfalls based on metrics, and propose and drive process improvement changes
• Exercise good judgment in balancing customer needs against software and business risks. This applies to assessment of the criticality of STB software issues in development and in the field as well as the assessment of solutions and methodologies proposed to address potential and existing STB software issues
• Question and challenge individuals and project teams internal and external to Engineering and DirecTV (e.g., Genie Integration Mgr, NEL qualifying a release, Field Engineering, OEMs) including managers senior to you
• Sell a proposal that may not align with what the Field and Operations is requesting
• Drive or redirect resolution of a customer issue that may or may not be a STB issue, using both strategic and analytical skills
• Provide status on critical issues to executives, both internal and external to Engineering (Service Operations)
• Define and negotiate the quality criteria for technical project releases
• Balance customer requirements, end user needs and engineering constraints
• Direct and/or collaborate with global teams across several time-zones
• Drive resolution of showstoppers across integration and development teams
• Identify and resolve gaps in processes and technology either directly or via escalations
• Create and/or help maintain project and department dashboards and wiki sites
• Clearly communicate technology issues, plans and solutions from both a business and a technical perspective
• Work closely with other DIRECTV organizations outside of software
• Bachelor's degree in Computer Science or related subject
• Thorough understanding as well as practical experience with the software development lifecycle
• 7+ years of technical project management and software development experience
• Experience with software product development and integration oversight
• 2+ years as Technical Lead supervising or managing a team
• Ability to work independently in a fast-paced, deadline-driven environment
• Experience resolving a wide range of issues in creative ways
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Strong system level problem analysis and problem solving skills
• Familiarity with front-end user interface design, embedded systems, digital marketing, product development, and video/data content protection is a strong plus
• Strong communication and negotiation skills
• Experience working with metrics to drive decision making is desirable
• Must be available to work occasional extended hours
• Fluency in Russian and/or Ukrainian is a plus
• Reviews, drafts, and outlines project planning and/or business requirements that impact strategic initiatives and/or business unit objectives
• Examines various data sources and applies consistent approaches to data interpretation and performance measurement results
• In coordination with business partners and users, assists to ensure that critical strategic decisions are vetted and well thought out prior to implementation
• Ensures project dependencies are clearly defined, documented and communicated appropriately in terms of time required to complete
• May liaise with the business, development team and technology on certain projects
• Assists in the planning and implementing of Projects and Strategic initiatives of the Business Line Unit/Operations
• May assist in the development of business unit analytics, department or operational procedures, reporting, financial analysis, communicating and/or strategic planning activities
• Must have a college degree in a quantitative major (finance,economics,business,accounting, etc); must be proficient/specialist in technology
• 1-3 years of functional/professional experience
• Solid written and verbal communication skills for report writing, business requirement proposals, client interaction, and methodology documentation
• Good analytical and problem-solving skills coupled with thoroughness and attention to detail is highly desired
• Project management tools such as MS Project
• Conduct inventory of Autodesk Engineering Infrastructure landscape world-wide and perform analysis to create strategy and identify potential EIS Enterprise Operations customers from Autodesk Engineering community
• Develop a repeatable end-to-end program to convert Autodesk world-wide site specific engineering infrastructure labs into EIS Enterprise Operations virtual enterprise cloud services infrastructure (ECS/EVA) for Enterprise Operations service and support
• Drive Engineering site specific labs to a data center centric solution to align with EIS support methodologies
• Communicate realistic expectations of EIS capabilities to Engineering stakeholders, including commitments for budget and project delivery
• Develop a program to promote the growth and adoption of existing EIS Enterprise Ops ECS and EVA services to entire Autodesk Engineering community
• Engage Autodesk Engineering divisions to understand how Enterprise Operations could potentially support their Infrastructure needs
• Identify engineering specific opportunities for improving the overall ECS and EVA experience and share feedback with EIS internally to grow our overall Service Excellence
• Work with Enterprise Operations Infrastructure Ops teams and Autodesk Engineering teams to develop project plans to move engineering labs from physical lab space to Data Center with minimal to no downtime or impact to engineering teams
• Ensures all program and project deliverables meet Enterprise Support Acceptance Criteria
• Work with Director of Infra Ops on project planning, resource & capacity planning and
• Operational budgets
• Work with Sr. Director of Enterprise Ops on strategic program objectives and program financials for engineering divisions converting site specific labs
• Create and maintain business infrastructure operations dashboards and analytics to communicate to Autodesk Engineering stakeholders on their specific EIS operational infrastructure health, reports on usage, budgets and forecasting
• Provides Business operations support for Autodesk Engineering customers who are supported by EIS Enterprise Ops support model and methodologies

FCC Central Support Manager Resume Examples & Samples

• Support Monitor's and regulator's visits (on requests for documentation , preparation of the business and FCC local teams for the presentations and interviews and any follow up requests)
• Conduct forensic reviews on FCC risk in countries as required (in coordination with Assurance teams)
• Support in country FCC teams as required
• Support the coordination (in conjunction with other Regional/local FCC/COO and Change Risk teams) of the tracking and analysis of identified Financial Crime issues and action plans to remediate those issues and support the implementation of program of changes in alignment with Global Standards by
• Supporting the analysis of existing issues escalated through risk assessments, external reports, regulatory reports, audit reports, Monitoring and Testing results, local FCC reports, results of forensic reviews, results of assurance reviews etc
• Consolidating tracking of programs against known FCC issues and providing FCC input in order to define risk mitigating activities
• Extensive AML/Sanctions
• Excellent communication and inter-personal skills, with experience dealing with executives including the capacity to articulate the case for risk management and policy
• Experience in Risk and Operations Management, together with business management
• Experience interpreting and analyzing a large volume of information and /or data to provide succinct summary for management
• Experience working within a matrixed environment preferred including reporting internationally
• Ability to lead change, contributing to joining up with the other teams in Risk and Business globally
• Proven analytical & manage by fact strengths
• Proven understanding of Bank of America risk appetite
• Strong organization, written and verbal communication and facilitation skills
• Working knowledge of bank policies, programs & procedures
• Expert proficiency in MS Office (Word, Excel, PowerPoint)
• Ability to work in a high pressure and fast changing environment
• Stakeholder management to Executive level
• Change Management & Process Design Experience
• Highly efficient with the ability to juggle multiple high priority activities concurrently
• Self motivated and analytical
• Business analysis / re-engineering
• Office automation skills – MS Office (Excel, Word, PowerPoint, Visio, Access etc.)
• Team-Management experience
• Degree-educated or demonstrable relevant experience
• Capacity and Staffing experience
• Adaptable to new systems and environments
• A high degree of confidence and ability to interact with senior executives and other control partners

RFP Support Manager Resume Examples & Samples

• Recruit, hire, train, supervise, coach and performance manage, 10 to 15 Proposal Coordinators and achieve SLA targets by adhering to client standards
• Attend, lead and participate in team meetings
• Develop customized solutions for new and current RFP response processes
• Ensure team demonstrates client-driven attitude through excellent knowledge of tools and processes
• Ensure sound relationships exist between Proposal Coordinator team and Campaign Planning team
• Analyze RFP volume across Team and develop and manage workload distribution
• Systematically review and assess Proposal deliverables to ensure accurate and on-time delivery to internal clients (Sales Teams)
• Participate in the development of process improvements
• Methodically track defects, and troubleshoot and solve inefficient approaches
• Work directly with VP Campaign Planning on proposal preparation questions
• Act as a subject matter expert by having a deep understanding of CCO’s business, processes and tools
• Collaborate with VP Campaign Planning to understand and support client proposal requirements and ensure that Sales has the required sales materials and support information for all RFP responses
• Supervise, guide and motivate Team and ensure quality of work and client service
• Bachelor’s Degree in a relevant discipline; Master’s Degree preferred
• 8+ years of management experience, with emphasis on transactional processes
• Exhibit a high level of financial and business acumen and an understanding of competition and performance goals
• Deep understanding of how to create accurate proposal documents and deliverables
• Ability to multi-task, manage own and other’s time, and prioritize work
• Ability to identify root cause of issues and work quickly to resolve them
• Ability to create and balance strategic direction with tactical, implementation activities
• Ability to gather information, sort through complex issues, seek input from others and operate independently
• Demonstrates ability to collaborate and work in a team environment
• Ability to actively listen and partner with others
• Ability to act as an effective partner by establishing good give and take or win/win relationships
• Prefer a basic level of Salesforce.com knowledge
• Must pass pre-employment drug & alcohol screen and background check
• Bachelor´s Degree. Masters (or equivalent) degree preferred
• Minimum of 5+ years experience in Technology / Programming or equivalent
• Healthy balance of tecnhical (programming) and non-tecnical (business analysis/management) skills
• Understanding of MANTAS and QuikScreens systems would be a huge plus
• Qlik View knowledge preferable
• Experience with web structure and internet protocols
• Develop skills in Business Objects; SQL Server 2008 (including jobs troubleshooting) / SQL - Oracle / VBA / MS Access / SAS / Database Reporting/Stored Procedures
• Intermediary knowledge of Business Objects/Crystal Reports
• A fundamental understanding of data models and experience with various databases
• English language skills (50% spoken -50% written)
• Ability to define, drive and report on projects
• Technical leadership/subject matter expertise in one or more applications such that transferable skills around application management, troubleshooting and in-depth technical support can be applied to new applications
• Experience in managing distributed Wintel applications

HBO Customer Engagement & Support Manager Resume Examples & Samples

• Experience in developing KPI’s, other metrics to assess effectiveness of ongoing training and other operational initiatives
• Experience with cloud- based CRM software solutions, preferably working knowledge of Zendesk
• Experience managing a knowledge management system for both customers and agents
• Experience managing a technical support team in a contact center
• Experience managing cross functional or cross site groups
• Requires excellent written and verbal communication skills
• Requires excellent organizational and time management skills
• Experience managing full time employees as well as 3rd party vendors
• Experience balancing coaching and development with administrative tasks
• Dedication to the success and development of employees
• A genuine love for customers and a proven history of driving customer impacting change
• Executive Project Management
• Successful track record managing multiple complex projects simultaneously
• Demonstrated success in information gathering and analysis, and professional reporting methodologies
• Successful track record of achieving results through persuasion and collaboration rather than explicit reporting relationship
• A good sound understanding of the UKC and IPB EMEA / Consumer EMEA business as well as broader understanding of the Citi Franchise environment
• Experience in operating in complex, global organizations with minimal support
• Experienced individual with line responsibility and proven business lead results
• Very strong influencing skills and ability to work with seniors to drive strategic direction and execution
• Highly collaborative orientation, with outstanding diplomacy, analytical and organizational skills
• Finely honed oral and written communication skills, laterally to others on the leadership team, downward through the organizational chart, and upward to the EMEA Head of Consumer and Regional Office
• Keen judgment and emotional intelligence
• Must possess critical thinking skills, using logic and reasoning to identify strengths and weaknesses and have the ability to seek alternative solutions, conclusions and approaches to problems
• Ability to flawlessly manage significant amounts of detail
• Must exercise discretion, sound judgment, and the highest professional ethics
• Sensitivity and orientation to identify systemic issues
• Ability to weigh issues in an unbiased manner
• Must be flexible and highly organized
• Demonstrated ability to deal with highly confidential information
• Degree or equivalent (but not essential)
• Ensure all issues are tracked and work closely with business development managers to prioritize resolution
• Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
• Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business is preferred but not essential
• Effective written and presentation skills
• Responsibilities also include managing the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
• Manages production changes made in accordance with lifecycle methodology and risk guidelines
• Experienced leader who typically manages a team comprised of IT professionals within the Applications Support family; may manage IT managers
• 7-10 years of Technology experience
• 5+ years of experience in a management capacity
• 5+ years of Infrastructure/ Application Support experience
• Manages risk and control compliance to departmental and company wide standards
• Implements financial control and budget management
• Manages client centric environment for work with teams and contributors
• Responsible for all aspects of Incident and L2 support for the TRIMS application, primarily for NA business clientele
• Ensure appropriate monitoring and alerting processes are in place for the Production environment
• Able to analyze complex problems / situations and to propose simple solutions
• Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively
• Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements
• 5+ years’ work experience in Technical Production Support roles preferably within a large scale, global financial services organization
• Prior experience in large scale enterprise application support, capacity planning, optimization, re-engineering, performance fine tuning and cost optimization
• Managing Multiple Applications Establishing ITIL best practices Processes and Procedures
• Preferred production support experience in banking industry
• Bachelor's Degree in Computer Science/Computer Engineering or equivalent
• 6-7 years IT Support experience primarily in Unix systems with AIX, MQ, Oracle, Java, SQL, NDM and TIBCO
• Experience in Kofax Optical Character Recognition solutions and integration with other applications
• Experience in Webphere Architecture and NAS/SAN storage systems
• Basic Networking knowledge (Load balancers, Network Protocols)
• Experience in Autosys Job Scheduling and setup
• Certification in project Management or ITIL is preferred
• 4 years experience writing scripts using Unix shell, database queries, generating capacity and performance reports
• Software Engineering & Change Management experience desired
• Ability to work in a Offshore/Onsite environment
• Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

Support Manager Key Accounts Resume Examples & Samples

• Responsibility for all Customer Service tasks for the assigned customers Deichmann and Hervis for brand Reebok
• Customer Service and Key Account specific communication with all relevant internal
• Bachelor/Master degree
• First experience in Sales (internship, working student etc.)
• Fluency in German and English is essential
• Advanced knowledge of the MS Office package as well as SAP/CRM
• Primary responsibility is ensuring the quickly-expanding GRU platform is kept running for the GRU business and its clients. This breaks down into two parts
• Experience in a demanding environment, working to strict deadlines and short SLAs
• Solid understanding of internet tracking and/or digital marketing/advertising technologies
• Strong understanding of website functionality or technologies
• Strong communication skills and the ability to speak and write professionally to clients
• Experience using a customer support ticketing system such as JIRA, Salesforce, Zendesk, Bugzilla or any other CRM system
• Proficiency in Excel for data analysis
• Knowledge of SQL and ability to run basic database queries
• Prior experience in digital marketing/advertising solution in any of the following: Google Adwords/Bing for PPC, Doubleclick for Advertisers for display ad serving, Commission Junction for affiliate marketing, Facebook/Twitter for social media marketing, Youtube for video
• Prior experience using Convertro, Adometry, Google Analytics, SiteCatalyst, Adobe Omniture or other marketing attribution/website analytics tools a major plus!
• Experience using Linux, or a UNIX-like system such as Macs, ability to use command-line, programming in some language such as Python and Bash scripting
• Experience with cloud SaaS based solutions or web applications
• Perform as a trusted partner and peer of CBB production support managers, offering innovative ideas and business as usual operational excellence
• Build India-based staff to meet FTE/FTC goals
• Coordinate shift schedules with CBB team managers to meet production demand
• Assuring staffing is adequate to meet demand, change control procedures are followed, disaster recovery plans are in place, job performance and SLAs are maintained
• Drive incidents to resolution
• On-call management and escalation support
• May be required to assist with troubleshooting and other ad-hoc assignments as required
• Tracking and communicating issues to management and other business partners
• Providing on-site supervision and feedback to local employees, including PMC reviews, training, goal and career planning
• 10+ years managing operations personnel in a global technology environment
• 3-5 years’ experience in Java/J2EE development
• Experience with XML, XSD, Web services & Shell scripts

Apps Support Manager, Hfm Resume Examples & Samples

• A minimum of five to seven years of hands on experience with Hyperion Financial Management (HFM) and FDM version 11.1.2.3
• Experience with version 11.1.2.4 preferred
• Understanding and experience with system development lifecycle methodologies
• Ability to analyze financial data and financial statements (P&L, Balance Sheet & Cash Flows)
• Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met
• Experience with Implementing/Upgrading HFM/FDM environments to latest releases
• Working knowledge of Microsoft Excel, including the ability to understand and manipulate basic spreadsheets
• Knowledge of General Ledger, Accounts Payable and Accounts Receivable systems, preferably PeopleSoft
• Knowledge of other Hyperion applications (EPMA, Planning, Essbase, MDM, FDMEE, etc.)
• Knowledge of other reporting tools such as Longview Planning is desired
• Creation and implementation of process improvements which includes testing, validating and documenting change process
• Assist with system configuration / modification to support acquisitions, divestitures, or retrospective accounting changes
• Collaborate with business teams to develop or clarify requirements for improving and expanding the capability of HP, FDM, and reporting
• Quarterly/annual compliance reporting initiatives
• Effective communication skills, with the ability to clearly and concisely express ideas both verbally and in writing
• Forms productive relationships with internal customers by listening, clarifying, and responding effectively
• Strong problem solving skills, including the ability to effectively address any issue in collaboration with others as appropriate; the ability to proactively identify and prevent potential problems; the ability to help develop problem solving skills among direct reports and other team members as appropriate
• Ability to collaborate with others and act in an objective manner in order to effectively solve problems and stay on track towards accomplishing organizational goals

Support Manager for a Growing Software Firm Resume Examples & Samples

• Show your passion for technology and demonstrate your knowledge of Windows and virtualization technologies, including some coding
• Demonstrate exemplary communication skills in English and Japanese which will allow you to effectively lead a team and manage key projects
• Report to a local support manager with dotted-line reporting the USA
• 7+ years experience, with at least 5 years in a support team management role
• Deep knowledge in Windows, application development, and managing critical support situations with large enterprise customers
• Top-notch communication skills both written and oral in Japanese, with lower-business level English

Digital Support Manager Resume Examples & Samples

• Act as the front line for managing the flow of incoming technical service requests, incidents and outages during core business hours for Clear Channel’s digital signage platform
• Work with engineers, outside vendors and service contractors to diagnose and investigate root causes for system outages and performance degradation's that are not picked up and resolved by our automated incident management tools
• Resolve and repair standard L1 and some lightweight L2 issues and outages based on your platform knowledge. Use internal tools and resources to assist in the troubleshooting effort
• Work closely with application, network and infrastructure engineers on timely workarounds and fixes, verify fixes and coordinate/execute the delivery of them
• Document incident outcomes and resolution steps within our service/incident tracking system
• Communicate outcomes, root causes and next steps to key personnel in our markets and to other relevant technology vendors and service partners
• Develop a recurring reporting model to ensure the business is kept up to date with incident volume, category, cause and resolution timeframe metrics
• Respond with a great sense of urgency to demanding deadlines in a fast-paced environment; identify opportunities for improvement for all incidents and problems; follow internal processes with a high level of detail
• BS degree in Computer Science, Engineering, or related technical discipline preferred
• Must have a minimum of 5 years of experience in customer support management in the high-technology industry
• Strong understanding of support processes and methodologies including how to interpret support KPIs and metrics
• Previous experience working in a traditional Tech Support role – with exposure and experience with system incidents, resolution and customer communication
• Demonstrated data analysis skills
• Must be a flexible self-starter who can ramp up with new technologies quickly and can adapt to a growing and rapidly evolving team and technology landscape
• Demonstrable experience of working and engaging successfully with multiple remote teams
• Excellent customer service skills, which include organizational, interpersonal communication, and presentation skills
• Experience utilizing Salesforce.com, ServiceNow or similar Service/Incident management tools
• Travel to our IT Headquarters in San Antonio, Texas for 1-2 weeks of initial training would be required with the possibility of 1-2 additional short trips per year
• Managing escalations for unplanned and planned outages
• Partnering with internal and external teammates to drive application stability initiatives
• Enforce OPT production management policies for all applications ensuring stability, audit, risk and compliance of the applications
• Ability to manage multiple high profile request issues at the same
• Being able to communicate verbally and written to senior managers (MDs and above)
• Understanding and following all 24x7 Production Support procedures, processes and policies
• Coordinating and performing implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines
• Developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
• Identifying areas where efficiencies can be gained using proactive approach through collection and analysis of metrics
• Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays may be required
• Minimum of a Bachelors degree
• A minimum of five (5) years experience in IT in call center technologies, preferably in a Fortune 500 with focus on these applications
• Accountable for managing day-to-day service delivery operations team for North America businesses including driving metrics of the team, executing monthly evaluations, and coaching and development of Specialists
• Develops a robust professional relationship with peers locally and internationally creating a useful business network
• 3-5 years experience leading staff in Production / Operations environments preferred

OTC Derivative Support Manager Resume Examples & Samples

• Understanding the lifecycle of all complex Over the Counter derivative instruments from initial set-up to close out including trade capture, all life cycle events and all cash-flows. This requires an in-depth understanding of OTC derivative products and how they are reflected on accounting, custody and counterparty records
• Maintain overall responsibility for ensuring all complex derivatives have been identified and accounted for correctly at each valuation point for all funds, ensuring position, accrual and market value reconciliations are completed on a timely basis
• Build relationships with internal teams/departments to ensure breaks are resolved in a timely manner
• Maintain up to date OTC Derivative related procedures, desk notes, lifecycle diagrams and relevant training materials
• Proactively identify and address OTC Derivative operational risk areas and implement enhanced controls and processes where necessary
• Provide updates to Senior Management on team performance, deliverables and escalate issues as appropriate
• Proactively stay on top of any OTC Derivative related regulatory developments and global corporate initiatives and ensure these are integrated into the processing environment and that the Derivative Support Team is fully compliant
• Managing the Information Delivery Team in their duties and responsibilities
• Ensuring that daily quality and control measures are followed
• Coaching team members to strengthen or improve performance dimensions
• Working closely with senior management on both team performance and other project related activities
• Performing analysis on complex issues and determines required actions
• Provide customer support to HR, Legal, Compliance, managers, and employees
• Collaborate with imaging systems teams, IRM and Kofax, to support imaging function and responsibilities
• Monitor specialist’s work performance are demonstrated and executed consistently in support of positive client experiences
• Conduct quality review of specialist’s workload based on established procedures
• Identify, initiate, and implement continuous process improvement opportunities
• Communicating professionally, effectively, timely and courteously
• HS/GED Required. 4 year college degree or equivalent work experience required
• 1-2 years of related experience required
• Prior leadership or management experience highly desired
• Knowledge of PeopleSoft/Oracle HRMS System required
• Experience with records management helpful
• Knowledge of Online Service Center (OSC) system helpful
• Excellent communication skills, including ability to interface with senior management required
• Excellent customer service orientation required
• Strong time management skills and ability to handle multiple tasks required
• Excellent organizational skills required
• Strong knowledge of Excel, Word, Outlook, and Adobe Standard required
• AVP C12 role
• Manage the IBM SVP Support Provider partner program strategy and objectives in assigned geography
• On-board potential PSP’s, including those migrating from acquisitions
• Off-board PSP’s who do not meet program metrics
• Work closely with S&S Sales and quoting teams to ensure on-time payment of S&S renewals
• Work closely with L2 Brand Support to monitor PSP PMR; escalate and manage to a successful conclusion PMR or general Support issues between L2 Support and the PSP
• Work with L2 Support to define and maintain technical certification requirements for PSP’s
• Maintain regular communication with Support, S&S, Channel Sales, Channel Operations on the activities of your PSP’s and the program in general
• Maintain close communication and coordinate delivery of PSP commitments, monitoring specific performance triggers to ensure quality support as defined in the program operations guide and internal objectives
• Exercise judgment within broadly defined practices, techniques and problems that require cross function / segment areas of business that will continue to ensure channel business success
• Regularly interact with senior management on matters concerning several functional areas, brand, regional, or geo levels
• Minimum of 3 years of Customer Support operations knowledge strongly preferred
• Technical knowledge of Business Analytics, or Risk Analytics. Information Management or Industry Solutions software very helpful
• Experience using analytical software such as IBM Cognos Business Intelligence, TM1, very helpful
• Knowledge of Subscription and Support (maintenance renewals) sales and processes
• Experience in or working with Channels Sales and contract negotiations helpful
• Experience with or knowledge of IBM Order to Cash processes helpful
• English language as 2nd language required
• Degree qualified
• Strong numerical and data analysis sills
• Strong organisational skills and the ability to multi-task
• Ability to manage upwards to ensure that the project deliverables meet the agreed timetable
• Strong communicator who is able to communicate at all levels, especially at Partner level
• Receptive to change and a flexible approach
• Able to demonstrate initiative in approach to projects
• Off-board PSP’s who do not meet programme metrics
• Maintain regular communication with Support, S&S, Channel Sales, Channel Operations on the activities of your PSP’s and the programme in general
• Regularly interact with senior management on matters concerning several functional areas, brand, regional, or geographic levels
• Work closely with second level support, development teams, and the Commodities business to determine strategy & priorities and to ensure team is meeting the business’ requirements; Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
• Have experience in process optimization – leveraging programming and problem solving techniques to deliver solutions across multiple technology platforms
• This group provides the detailed knowledge of the applications; For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
• There is a duty on this team to take ownership of user problems and be proactive when dealing with user issues
• When dealing with major issues, the group would be expected to make key business decision recommendations based on their knowledge of the systems and the business
• Follow thru to ensure each problem is resolved according to SLA
• Strong process awareness and ability to manage single handily incidents, changes and problems at a global level and escalate as necessary
• Ability to educate, inform and train new users and team members; Communicate complex technical issues to business users in a language they understand
• Have an in depth knowledge of the fundamentals of the Commodities business
• 5 - 7 years’ experience working in a support environment
• Experience working in a Commodities Front Office or other Markets oriented production support desk and responsible for ensuring high availability / mission critical trading environment
• Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Openlink and be able to show how they have managed large scale stability issues and outages is essential Skills
• Equities Production Services is one of the most challenging and potentially rewarding areas to work within Citi Equities Technology. The application stack consists of a significant number of interwoven applications and components providing functions around trading, analytics, pricing, PnL, risk management, batch processing and reporting for end users in many locations across the globe. Underpinning all of those applications are core data applications concerned with reference data and data flow between applications. The entire Equities platform is currently undergoing major engineering work and as such there is a need to maintain and improve stability for the existing platform whilst driving supportability improvements and enabling safe implementation of the new platform
• The Production Services group consists predominantly of business-facing teams in Hong Kong, Singapore, Japan, Australia, Korea and Indonesia. The role would be to provide an in-depth technical support for the data applications working in tandem with global and regional teams
• Demonstrable track record of hands-on application support experience
• Experience using call/ticketing software and exposure to ITIL methodologies around Change, Incident and Problem management
• Experience in supporting Equities systems, preferably for data management systems and surrounding components
• Database - (SQL/Sybase) - Unix/Linux
• Excellent scripting knowledge in UNIX/Perl/Python

Citi Insight Support Manager Resume Examples & Samples

• The ideal candidate will have a bachelor degree preferably engineering degree Candidate should have minimum 10 - 12 years’ work experience in IT and finance domain
• Candidate should have strong coordination skills, communicate well across multiple teams
• Candidate must possess knowledge of system workflows, front-end and management reporting application systems, and knowledge in the utilization of database technology
• Must have excellent communication skills, team orientation, and ability to work with counterparts in different areas of organization
• Resolve and drive resolution of complex issues on time since it is a 24/7 system
• Candidate should coordinate multiple releases with various technology stacks
• Candidate should possess great understanding on hardware components and work with vendors and engineering teams to perform capacity planning
• Candidate will be expected to plan & execute hardware procurement based on system growth / new releases / enhancements
• Directing the Business Support team in support of various lines of business
• Drives strategy for request processing and incident management
• Partnering with Operations to ensure Service Level Agreements are satisfied
• Providing root-cause analysis and process improvement recommendations when service levels are not met
• On-boarding, off-boarding and maintenance of access entitlements
• Partnering with other functional areas to ensure seamless delivery to customers, including coordination with cross functional or operational resources
• Utilizing existing business intelligence metrics and management reporting
• Implementation of strategic initiatives related to new or enhanced security products and toolsets on supported platforms
• Assessing recommended procedural changes to enhance the functionality of the operations team
• Identifying opportunities to automate or streamline current processes
• Coordinating with global peers across internal and LOB departments, focusing on driving efficiency and service delivery improvements
• Ensuring appropriate control environment is developed and maintained
• Ensuring successful implementation of action plans to address risk and control issues
• Serving as primary point of contact for site specific audit activities
• Promoting security awareness across the firm on an on-going basis
• Preparing business cases for staffing decisions
• Approving recommendations on hiring and staffing decisions
• Evaluating and execute appropriate staffing plans in order to achieve departmental goals
• Ensuring that the operating model consists of appropriate levels of resiliency across all responsible locations, documented and tested accordingly
• Providing leadership during resiliency event as site lead
• Providing governance and approval for expense related to shift differential and drive overall compensation planning in accordance with HR policies while adhering to budget guidelines
• Developing and maintaining good relationships with business partners
• Ensuring communication is customer focused and professional; responsible for local communications
• Monitoring and ensuring client satisfaction
• Bachelor's Degree in Computer Science or equivalent experience
• 15+ years of professional IT experience
• 15+ years experience encompassing areas of global operations, Transitions, technology risk management, Identity & Access Management is required
• Atleast 10+ years management experience and demonstrated leadership capabilities
• Familiarity with IT risk management framework and control self assessment process is required
• Industry recognized certifications (CISA, CISM, CRISC) recommended
• Manage a subset of the bank’s patent portfolio, including managing all patent filing and prosecution decisions, portfolio reporting, and metrics
• Engage business partners to identify and assess potential patent opportunities
• Participate with outside counsels to prepare and prosecute patent applications
• Conduct patent research including prior art searches, patent landscapes, and competitive intelligence
• Counsel and educate business partners on various aspects of intellectual property law
• Assist with developing, implementing, and improving the bank’s internal processes related to the patent process
• Develop metrics and provide regular reporting regarding the bank’s patent portfolio
• Must have experience identifying patentable inventions and prosecuting patent applications
• A solid understanding of intellectual property laws and concepts related to patents, trade secrets, and the strategic value of patent assets
• Facilitation and presentation experience
• Self-driven and highly motivated
• Strong organization skills with the ability to manage multiple projects
• Ability to influence and interact effectively with business partners at various management levels and with diverse backgrounds across the enterprise
• JD or MBA degree is a plus, but not required
• Experience with, and an understanding of, banking and financial services preferred
• 4-5 yrs of Finance experience (or similar discipline)
• Strong Microsoft Office skills, specifically Excel (Reporting/Analysis)
• Ability to turn data into useful information
• Self Starter and Proactive
• Strong ability to juggle multiple responsibilities, constantly reprioritizing based on new information or shifting deadlines

Mexico Csis Regional Investigative Support Manager Resume Examples & Samples

• Directly manage the day to day activities of the Nuix and Relativity Engineers and the Hosting Support position
• Work with case teams to develop budgets and work flow strategies
• Utilizing CSIS methodology for case management, the Manager will work closely with stakeholders to gather requirements and set time tables and coordinate with the regional investigative team to monitor cases from inception through resolution of the matter
• The Manager also serves as primary contact for the case team regarding project status and deliverables
• Work closely with in house counsel to set up projects, forecast job turnaround estimates, and job specifications
• Continuously track multiple projects and jobs within each department to ensure deadlines are met. Work closely with engineering to ensure proper allocation of resources based on deadlines
• Serve as a liaison between CSIS, in-house counsel and outside counsel. Communicate frequently with client to troubleshoot issues and provide status updates according to the client’s preference
• Keep other redundant PMs up to date with enough information so that they can step in at a moment’s notice
• Keep current project-related documentation including, but not limited to, job order, job authorization, law firm profile, tracking log, client job status summary, and label of coming deliveries
• Manage resources and end-user training as required throughout the project to develop operational expertise across solution technologies such as Relativity, NUIX, etc
• Four year college degree, post graduate degree is a plus
• 3- 5 plus years of document review management experience directing eDisocvery professionals
• Polished communications and interpersonal skills
• Strong organizational and project management skills – ability to manage multiple clients and multiple deadlines
• 5 plus years of document review management experience directing eDisocvery professionals
• Experience using various software tools including Relativity (kCura), Clearwell (Symantec/Veritas), Axcelerate (Recommind), Viewpoint (Xerox), Xera (iCONNECT), Equivio (Microsoft), Brainspace (Brainspace), PSS Atlas (IBM), eCapture/Allegro/Eclipse (iPro), LAW Prediscovery and ECA (LexisNexis), eNCASE eDiscovery/eDiscovery Review (Guidance), Extero, Autonomy (HP), Kazeon (eMC), etc. Experience with all listed tools not a requirement, but broad base of experience across various tools is desired
• Demonstrated high-level proficiency with Relativity and NUIX eDiscovery/document review platforms with a preference for Relativity Certified Administrator (RCA), Nuix Engine API Developer and Nuix eDiscovery Certifications
• Utilize, manage and market to a database of customer contacts
• Maintain a positive sales environment by educating potential borrowers, Real Estate Agents and Homebuilder sales representatives on the Company’s products and services; create and deliver presentations when necessary
• Complete thorough loan applications by communicating with perspective applicants and obtain specified information relating to the loan or credit application; correspond with applicant via telephone, email or in-person to resolve any questions regarding application information
• Perform prequalification assessment and analysis of financial condition and risk of financing requests within the Company’s credit policies and programs, as well as all state and federal lending regulations (FHA, VA, Fannie Mae, Freddie Mac, Conventional, Conforming, Rural Housing Development, Bond and Portfolio)
• Negotiate rate, terms and conditions of the loan
• Lock loans on time and in the correct product type to avoid fall-out
• Collect up-front fees from applicant
• Submit complete loan application, including all required documents and disclosures, and coordinate the process with assigned processing center
• Input loans into appropriate Automated Underwriting System (AUS), such as DU or LP, for underwriting decision
• Assist with, and solve, issues relating to processing, underwriting and closing of loans within employee’s loan pipeline
• Develop and maintain knowledge of the financial industry, economy, market conditions, rates, vendors and competition
• Represent the Company in various community and civic functions to enhance the Company’s image and develop additional business
• Consistently apply superior decision making techniques relating to applicant inquiries, approvals, and requests as they pertain to existing policies, regulations and procedures
• Maintain compliance on all loan files and pipeline
• Ability to plan for contingencies and anticipate problems and identify risks
• Ability to negotiate persuasively to produce positive outcomes
• Ability to effectively listen and respond to customers’ needs
• Ability to demonstrate a strong desire to satisfy one’s internal and external customers by displaying superior customer service skills
• Ability to demonstrate corporate responsibility by living our core values – Superior Customer Service, Integrity, Respect, Hard Work, and Long Term Commitment
• Ability to instill trust and confidence from others
• Ability to effectively convey and receive ideas, information, and directions
• Ability to exhibit professional written and verbal communication at all times
• Ability to build and maintain work relationships and contacts needed to effectively address issues and obstacles
• Ability to value contribution of all team members and is effective at resolving workplace conflicts
• Ability to establish positive rapport with customers
• Ability to seek out new and creative ways to provide solutions to the customer’s needs
• Ability to demonstrate solid selling skills and techniques
• Ability to influence others to gain commitment
• Ability to maintain an intense optimism and focus on achieving goals even under adversity
• Ability to recover quickly from setbacks and rejections
• Ability to maintain and foster strong partnerships with customers
• Ability to ensure customer satisfaction throughout the cycle of the sales process with support and service
• Ability to complete all required training courses on time
• Ability to identify customer needs and adapt sales presentations effectively
• Manages activities related to maintenance of the application systems that are running the daily operation of the firm
• Responsibilities include oversight for the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
• Manages the production changes made in accordance with lifecycle methodology and risk guidelines and data management
• Responding promptly to application alerts and issues
• Knowledge in Middleware (Webshphere & Tomcat) deployment & troubleshooting
• Adhere to standards and processes for incident resolution
• Maintain production support run docs for each application
• Govern SSL Certificate Renewal process
• Collaborate with Level1, Level 3 AppDev or engineering teams when issues arise that requires additional support
• Minimum 5+ years of applications production support/application development work experience
• Qualifications and Requirements
• 5 years Production Support experience, preferably supporting applications in a mortgage servicing environment
• 5 years experience with production support and development life cycle in a client/server and web based environments
• Familiarity with technology deployment procedures
• 5 years experience in developing detailed process workflow with automation orientation
• 5 years experience with Oracle, SQL, SQL Server DB, Unix, VB6, .Net (expert) and Java (intermediate)
• Desired background

Analytic Support Manager Resume Examples & Samples

• Works with public sector and non-profit partners to develop clear scopes and timelines / workplans for analytic support projects
• Works with executive directors to develop a framework and strategy for analytical support projects
• Coordinates with analyst team to insure projects are completed in accordance with timelines, and may manage a research analyst
• Insures that appropriate quality control procedures are implemented and adhered to for all analytic support work
• Identifies opportunities to streamline internal processes and systematize analytic approaches to efficiently execute analytical support projects
• Secures approvals from government agency partners as needed, oversees University of Chicago IRB procedures, and maintains confidentiality of participant information; ensures compliance with institutional, state and federal regulatory policies, procedures, directives and mandates
• Prepares project memos, summaries, presentations, and manuscripts targeting both policymakers, academic researchers and other stakeholders
• Builds and maintains strong relationships with partners organizations, government agencies, nonprofits, and other community groups
• A minimum of two years related work experience required, and four years of experience preferred
• Experience with quantitative data analysis preferred
• Previous experience working in a research organization preferred

VIP Support Manager Resume Examples & Samples

• Ensure that members of Vimeo’s top tier products are receiving prompt, professional, mind-blowing customer service (including phone support as needed)
• Train HQ and remote support teams to properly handle first responses and after-hours inquiries for VIP users
• Work with the Community Operations team to improve and expand Zendesk workflows for VIP support
• Troubleshoot and report technical issues specific to Vimeo Business features (multi-seat access, email capture, etc.)
• Help prospective customers understand the benefits of Business compared to other Vimeo products and/or other video hosting services
• Handle support escalations pertaining to Vimeo Business, selling on Vimeo On Demand, and custom storage needs
• Create user-facing help content (e.g., FAQs and canned messages) and internal training documents pertaining to Vimeo Business and Vimeo On Demand
• Prepare monthly reports on trends related to business support (e.g., common topics, pain points, and feature requests) as well as emerging use cases
• Assist VIP members who want to build custom Vimeo API integrations to determine what is and is not possible
• Coordinate with other internal teams (API, Vimeo On Demand, etc.) to support VIP users as needed
• Surface relevant enterprise and partner leads to contacts on the Emerging Business team
• Act as Community Team product liaison and user advocate for Business product initiatives
• A college degree
• Expert technical troubleshooting skills
• Familiarity with the basics of web technology
• 2+ years of experience in customer support (the more the better)
• Proactive and highly organized approach to work
• Familiarity with the Vimeo platform and community
• Proven ability as a member of a team to communicate technical and production-related concepts to a broad range of technical and non-technical staff
• Understanding of the Rates and Derivatives businesses, securities processing as well as P&L and Risk Management
• All round UNIX/Linux/Windows skills with an ability to read and interpret/diagnose scripts in the event of failure
• Experience using databases such as Oracle/Sybase for queries
• Python, bash Script
• At least five years of relevant work experience in a Capital Markets firm in a client facing function with a good academic background
• Exceptional verbal communication skills – able to immediately summarise complex issues and be ruthlessly succinct with Front Office users
• Improve user satisfaction by developing a global triage strategy to drive down bug reports and end-to-end resolution time
• Define processes to support the Product Support team in gathering insights around product use, stability and performance
• Engage and partner with key product decision makers to communicate and realize support goals (Product, Engineering, Editorial, Creative, Business, Video, etc.)
• Maintain a pulse on user feedback, provide prompt and proper resolution of technical challenges, and provide meaningful feedback to product teams to improve the user experience
• Identify trends and key insights to drive impact to team goals, including user experience and operational efficiency
• Build empathy and passion for the user experience through partnership with Product and Engineering
• Lead a team of Product Specialists across multiple offices (NY and LA currently)
• Lead GIAM Production Support Operations in India and manage team
• Provide on-site shift coverage in accordance with Shift Rotation schedule where applicable; Occasional overtime may be required
• Developing scripts to automate repeatable manual tasks
• Troubleshoot and resolve system or provisioning issues
• Knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Must use discretion to prioritize workload in order to ensure timely problem resolution and customer satisfaction
• Monitoring and resolving peregrine tickets
• The enhanced screening will need to be successfully completed prior to commencing employment or assignment
• 7-10 years experience in building and managing team in Application Development Operate Space
• Strong technical background in supporting firm wide products for authentication, authorization and access control with multiple technologies
• Production support background with strong emphasis on production change process and incident process
• Strong communication skills with emphasis on executive communication
• Knowledge of the overall business operating models and underlying technical architecture
• Bachelors’ degree in Computer Science or related field of study or equivalent relevant experience
• Solid technical background in J2EE and vendor based applications
• Experience in programming languages including. Windows scripting, Perl, Python
• Pro-actively support customers as a technical interface
• Lead product technical investigations using 8 D problem solving techniques where appropriate
• Prepare and submit technical reports, diagnose and identify root cause analysis and recommend corrective actions
• Provide feedback to operations and support processes on customer technical issues
• Analyze investigation findings and identify potential product improvements or development of D.E.R opportunities
• Manage and conclude supplier component investigations within an agreed timescale
• Manage and organize customer visits to Eaton facilities for product support related subjects
• Assist in the development of best practice laboratory standards
• Assist in the development of a more robust investigation process and improve customer service
• Co-ordinate field service activities, providing hands on assistance where appropriate
• Provide technical support to MRO Technicians
• Assist and deliver customer training programs on or off site to support the education of customer maintenance personnel
• Provide cover for product support function during holiday periods
• Survey critical MRO products in process and identify trends that may result in future in service issues
• Manage warranty administration and adjudication for site produced products
• Support Marketing in the SOW review and Aftermarket responses for new programs
• Maintain update PMA files for all active commercial programs
• Knowledge of hydraulic fuel systems
• Knowledge of the aerospace regulations, specifically in the US (FAA)
• Knowledge of the FAR and DFARs
• Proven ability to multi-task and manage multiple priorities concurrently whilst still meeting expected deadlines
• Strong understanding and experience with Integrated Product Teams (IPT) and Customer Service teams
• Strong communication skills (Internal & External)
• Customer focused (balanced with good business acumen)
• Bachelor's Degree in engineering from an accredited institution is required
• Minimum of five (5) years of experience in an engineering role
• Minimum of two (2) years experience in a customer facing role
• Relocation is not being offered for this position. Only candidates residing within a 50 mile radius of the facility will be considered
• Manufacturing experience
• Experience working with in Part 145 and knowledge of Aerospace products with experience in building support solutions for major aerospace companies
• Managing an experienced team of business support analysts; defining core skill set and proficiency levels for business support professionals; and supporting career development and continuous improvement activities
• Managing and supporting ME Organizations for overhead and capital budgeting, planning and reporting
• Providing ME Direct Charging Incentives Reporting, and Sarbanes-Oxley (SOX) Profile Testing
• Managing contract labor (yellow badge) process for ME
• Compiling and releasing ME Build Plan
• Managing and facilitating ME resource planning and requirements
• Supporting ME IT waterline planning and budgeting process
• Helping define and implement a strategy to control access to data (ME Data Governance, drive permissions, etc.)
• Managing and supporting Office Building B, East Hartford, CT for facilities, printers, office supplies, employee move requests and building renovations, along with special projects
• Facilitating employee/equipment/furniture/art work move requests, and own the Master Office Building B employee seating plan
• Providing ACE/business administration support (External Customer MFA tool, Supplier Engagement Tool, ME Control Tower Hierarchy Baseline)
• Assisting in the resolution of critical business process-related issues that directly impact business metrics (quality, cost, delivery/TAT, CPAR, etc.)
• Working with the ME value stream to leverage collective expertise to improve business processes relative to efficiency and effectiveness
• 10+ years of business and customer interface experience within a large, matrixed organization
• Proven experience working effectively across multiple functional areas in a heavily matrixed environment
• Highly collaborative and extensive experience in collaboration tools and processes
• Must be highly motivated, goal-driven, and results-oriented; with the ability to influence change and drive positive outcomes
• Must be self-disciplined and have a positive attitude
• Strong working knowledge of Microsoft Word, Excel, PowerPoint
• Familiarity with business systems such as SAP, Business Warehouse, E-pay, etc
• Excellent time management, written/technical writing, verbal, and presentation skills
• Ability to communicate effectively with all levels, including executive leadership
• Practical understanding of P&W operations, export controls, products, processes (to include ME proposal process) and tools is useful
• Demonstrated experience working process improvement initiatives; ACE associate certification or equivalent six sigma experience a plus
• Experience working with suppliers/vendors

Interim Contractor Support Manager Resume Examples & Samples

• A Bachelor’s degree and 3 years’ experience or seven years working experience in computer maintenance, electronics technology, personal computer repair or assembly, or other closely related technical field
• Prior military service with a specialization in any one or more of the following areas: infantry, field artillery, mechanical maintenance, electronic maintenance, or transportation
• Experience operating and maintaining diesel generators and air compressors
• Experience operating and maintaining trailers with auto-leveling systems
• Experience operating, maintaining, and troubleshooting mobile radio towers and smaller radio components
• Experience operating MILES or TESS equipment

Facility Support Manager Resume Examples & Samples

• Supports the assigned Business Unit, their objectives, product lines and overall business requirements providing a pro-active approach and partnership between the Business Unit and Facilities Operations & Services organization (FO&S)
• Acts as the primary liaison between the Business Unit and the FO&S organization
• Schedules and attends regular meetings with the Business Unit to review business initiatives, contract requirements, long term strategies, and Facilities related issues
• Establishes regular communications with the customer via phone, email, and regularly scheduled meetings
• Performs regular building walkthroughs to ensure compliance with standards
• Reviews data concerning facility modifications including requested modifications, company policies, regulatory requirements, and required completion dates
• Partners with and involves internal Facilities departments and other support organizations to create plans, develop ROMs, establish time tables/project schedules, develop and deliver comprehensive proposals for presentation to customer and project initiatives or Business Unit requirements
• Coordinates Facilities activities related to Business Unit requests
• Ensures that schedules meet the customer’s needs and that the work is communicated and is in-line with business objectives
• Reviews and understands estimated design costs including equipment, installation, labor, materials, preparations, and other related costs for projects or work performed for the Business Unit
• Ensures that work performed on behalf of the customer is done so in conjunction with the business or contractual requirements and in accordance with the customer requests
• Analyzes data and situations, and recommends solutions to supervisor
• Develops and presents formal executive level presentations to internal customers and senior executives
• Maintains, updates, and develops various electronic and hard copy files and records
• Exercises independent judgment and discretion about matters of significance
• May function in an advisory or leadership role and provide direction and guidance to less experienced staff
• Typically requires a bachelor's or master's degree in facilities, engineering, architecture or a related discipline along with three or more years of progressive experience in construction planning with a bachelor's, or one or more years of experience with a master's
• Experience in space planning, construction management, program management is highly desirable
• Must have a strong business acumen and an innate understanding of business strategies/principles, contract knowledge, and experience in managing budgets
• Must demonstrate a general understanding of construction planning principles, theories and concepts
• Must demonstrate project management skills including organizing, scheduling, and coordinating work assignments to meet project milestones or established completion dates. Must be customer focused and possess: (1) the ability to identify issues, analyze and interpret data and develop solutions to a variety of moderately complex problems; (2) good analytical, verbal and written communication skills to accurately document, report, and present findings; (3) good interpersonal skills with ability to negotiate and resolve conflicts; and (4) good computer skills
• Aerospace and Defense Industry/Manufacturing knowledge and experience preferred
• Ability to work independently or in a team environment is essential as is the ability to work extended hours as required

Client Onboarding & Support Manager Resume Examples & Samples

• Participate in the development of Visa Developer client onboarding processes and documentation for new API's
• Communicate and coordinate with clients about the onboarding processes and documentation
• Verify the documentation submitted by clients for Visa Developer onboarding
• Participate and contribute to the Visa Developer Governance process, including executive presentation preparation
• Responsible for client screening and vetting processes, including legal and regulatory reviews as part of the Visa Developer Governance Process
• Provide technical support to clients for onboarding and credential management
• Familiarity with web development and support tools
• Experience in troubleshooting complex web applications, API gateways, integration and environment issues (REST and SOAP web service calls, SSL Mutual Authentication, oAuth)
• Understanding of SaaS Enterprise architecture principles and experience with web service based systems
• Manages trouble tickets by prioritizing, researching and resolving tickets, including interacting directly with clients as needed
• Participates in on-call rotation for production support
• Works with Engineering to validated Product onboarding procedures and ensuring smooth production releases
• Assists in the development of Knowledge Base articles resulting from ticket trends and training needs
• Multi tasks and switches focus as needed
• Organizes workload efficiently and effectively
• Prioritizes and meets strict deadlines with continual attention to detail
• Makes sound decisions using good judgment and problem solving skills
• Provides excellent interpersonal skills working with external clients
• Experience managing client onboarding in a large corporate environment, understanding of roles and responsibilities various stakeholders involved in a typical on-boarding process
• 6-8 years’ experience in technical pre-sales and production support
• Strong relationship management skills and ability to work independently or as part of a team
• Line management responsibilities for Business Support team members, including allocation of workflows, day to day HR functions, performance management process and facilitation of personal and professional development
• Ensuring that Business Support team workflows are undertaken at the appropriate level and in accordance with internal quality controls
• Taking a proactive and organised approach to the delivering of operational functions across the business, looking for continual improvement in processes and ensuring these are fit for purpose as we continue to grow. This will include but not be limited to HR and recruitment processes, cradle to grave client processes, BCP plans, processes designed to mitigate errors and omissions and day to day IT matters
• Monitoring and reporting on adherence to the client handling policy and processes
• Taking a lead role and active participation in marketing initiatives for the business, monitoring the accuracy of information on the website and liaising with the Divisional Marketing Team, as appropriate
• Supporting the Directors and Senior Managers with business development activities, where appropriate, including the preparation of proposals and quotations and overseeing research into potential new clients and markets
• Overseeing the internal business development and sales reporting processes
• Contributing to internal and external technical initiatives and events, e.g. training sessions, webinars and articles
• Assisting in the co-ordination of a training and development plan for the team in support of personal training needs. Identifying useful training resources to include our own L&D and other external resources to support identified training needs and assist in CPD
• Providing proactive support to the Directors and Senior Managers on operational and commercial matters
• Organising and facilitating Management and Senior Management meetings, including managing actions and participating as a contributor to those meetings where appropriate
• Project management and supervisory experience
• Ability to bring structure and efficiency to a fast paced working environment
• Ability to relate to team members at all levels and a willingness to take a hands-on role when necessary
• Strong commercial awareness and understanding of importance of business development activities
• Experience of supervising a diverse team
• Eagerness to contribute to a dynamic management team
• Desire to work within a professional services environment and broad understanding of this model

Associate Integration Support Manager Resume Examples & Samples

• Design, implement and assess the effectiveness of standardized integration, installation and support processes and procedures for Customer Care field activities
• Lead a team of Engineers that Represent Customer Care in all R&D PPQA development projects to ensure processes and procedures for field activities are validated
• Ownership of Customer Care processes and process improvements, including CAPA’s and sustaining projects within the Customer Care area of influence
• Manage a team of field trainers and product engineers
• Create and maintain structured program for all Customer Care field resources that clearly identifies proficiency within required technical job skills, and indicates advancement requirements to increase in those related proficiencies
• Lead and develop all new hire on boarding activities that pertain to the technical proficiency of Customer Care field resources, and align with the overall program for technical proficiency levels
• Implement and maintain training required for the execution of Customer Care field activities in alignment with the overall program for technical proficiency levels
• Enforce strict adherence to the proficiency program and rate of advancement in coordination with Customer Care Managers and Team Leads. Track and provide regular reporting on state of training proficiency for all field resources
• Provide guidance and feedback on the quality of field activities to Customer Care Management, and provide recommendations on how training and/or process changes can improve execution
• Create and maintain structured program for Bio-Med training
• Responsible for the Stryker ProCare training area
• Possess the ability to travel up to 50%
• 2+ years’ experience as an Integration Specialist, Project Engineer or equivalent
• 2+ years’ management experience; demonstrated proficiency in leading and motivating other team members
• Commitment to excellence and high standards
• Ability to manage priorities and workflow
• Demonstrated ability to plan and organize projects
• Good judgment with the ability to make timely and sound decisions
• Working knowledge and understanding of the basic principles, theories, concepts, and practices in the applicable area of engineering/technical specialization
• Basic Microsoft Office knowledge and Intermediate computer skills
• CTS certification is a plus
• Responsible for management of level 1 technical support team
• Responsible for execution of strategic initiatives and operational projects
• Responsible for all aspects of the team operation including development and maintenance of department process guidelines
• Analyze and monitor interaction trends and other operating metrics to improve customer satisfaction
• Manage the development of short-term and long-range plans for technology investments to ensure the efficient provision of services and the most effective use of funds
• Provide all levels of 7x24 technical support and on-call assistance through telephone, email and onsite troubleshooting
• Participate in an on-call rotation and assist others who are on call
• Interface with field support engineers, manufacturing/operations, engineering, product management & sales
• Monitor activities to ensure the integrity of the systems
• Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
• Present Department metrics/action plans to share information with Management and other Organizations
• Collaborate with key work partners and product teams to assure that common processes are effective and coordinate support for new products and services
• Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
• Conduct Performance Management and Dialogue sessions with Direct Reports
• Provide direct leadership, counseling, and coaching of employees
• Administer disciplinary action (when appropriate) in accordance with Motorola Human Resource policy
• Bachelors Degree is preferred (Computer Information Systems or other related discipline is desired)
• 3+ years of experience in Technical Support
• Prior background in Public Safety is a plus
• Previous experience supporting mission critical software applications is a plus
• Promote/Manage the growth and development of technical support engineers
• Troubleshoot and reproduce customer reported problems in the SPSS lab
• Develop and conduct informal training to internal employees and customers
• Strong and demonstrated troubleshooting skills and abilities to debug and reproduce hardware, software, and networking problems including network performance and interoperability issues
• Proven ability to multitask several projects concurrently
• Experience working in a fast paced, mission critical environment
• Excellent verbal and written communication skills required. Formal presentation skills a PLUS
• Strong analytical/problem solving skills required. Demonstrated success in process improvement
• Experience supporting Microsoft technologies in a mission critical environment a PLUS
• Value-based decision making and intuitive thinking skills are essential
• Proven ability in strategic thinking and planning in high stress environments
• Experience in quality or cycle time improvement efforts
• Commitment to customer service excellence
• Experience leading people and building cohesive teams is a critical business need
• ITIL certification a PLUS
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract
• Bachelors Degree (Computer Information Systems or other related discipline is desired) 3+ years of experience in Technical Support. Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contractWant to create a job search agent? Send this job to a friend

Voice Support Manager Resume Examples & Samples

• Maintain & Protect Quality of Service to Customers – Ensure that top priority is always given to maintaining and protecting high quality operational service to customers
• Technical Ability - Demonstrates a clear overview of Managed Services supported products and underlying technologies
• Customer Focus - Demonstrates the ability to be customer focused and through high quality communication, exceeds customer’s expectations
• Productivity – Emphasize and enforce process, professionalism and quality throughout the staff, whilst increasing the department’s productivity
• Reporting – Implement qualitative and quantitative KPI measures within the department and ensure these are met or exceeded
• Cross-departmental Teamwork – Encourage inter-working with other departments
• Personnel Management – Responsibility for a team of Repair engineers, including coaching, contributing to individual objectives and appraising team performance, regular 1-2-1’s and ensuring adequate staff coverage
• Training/Coaching – provide training, coaching, mentoring and develop the team to improve their personal and team performance
• Flexibility – Recognize and accept that the introduction of new products, technologies, procedures and systems is necessary to the continued development of the company. A flexible attitude towards an evolving environment is essential
• Customer Solution Awareness – Ensure that all customer documentation is always up-to-date and adding value to day-to-day operations of the shift engineers. Be aware of the main solution aspects and processes for key customers
• Experience in managing a technical team in a customer support environment
• Knowledge of IPT solutions
• Understanding of the Technical Infrastructure of IT and Telco systems
• Coaching, training and development experience
• Ability to fluently communicate in German and English
• University degree with technical / IT focus would be an advantage
• Previous experience with another Telco Provider
• Ability to work well under high pressure
• Ability to ‘think out of the box’, develop and implement new processes
• Working with application development teams/project teams to plan for the production support of new applications and to transition support services into a production model
• Ensuring the effective support and maintenance of applications in production
• Managing all application change requests in a controlled manner per BMS Software Development Life Cycle (SDLC) SOPs
• Planning and prioritization of application releases working within the Demand Management framework
• Managing application releases from requirements through deployment
• Some tier 2 and tier 3 technical support (triage, break/fix, solution design, delegation of implementation)
• BA/BS in IT/IM or a science. At least 5 years of IT experience
• A solid track record leading cross functional teams and developing software applications following structured SDLC processes in a regulated environment. Experience in the pharmaceutical industry preferred
• The ability to drive performance, achieve results, and effectively manage relationships in a highly matrixed organization
• Demonstrated understanding of implementing and managing multi-tiered end-user support models
• Application development experience sufficient to provide triage for complex technical issues; primarily with .Net and Java frameworks and Oracle. SharePoint experience and Service Oriented Architecture knowledge preferred
• Knowledge of GxP , 21 CFR part 11, and Computer System Validation

LIS Support Manager Resume Examples & Samples

• May serve as technical lead and/or project manager on relevant application related projects including leading or contributing to the project planning, requirements analysis, technical design, architecture, tracking and resolving technical issues, ensure proper testing and validation/qualifications are conducted and documented and guiding technical resources throughout the project
• Partner with Infrastructure and Support Services to ensure the optimal operational environment and strategy to ensure system performance criteria
• Develop and maintain system management best practices
• Keep abreast of latest technology advancements related to accountable systems
• Partner with Business Process Owners and Business users to verify business needs and requirements that must be met by the application systems
• Accountable for overall Business User satisfaction related to system functional performance against SLA and fit for purpose requirements
• Contributing to the continuous improvement of LIS processes and being a role model for the Gilead Core Values
• Bridging between the Gilead Business and LIS
• Positioning LIS as a strategic business partner and trusted adviser on information and technology matters
• Ensure ease of engagement between Business Customers and LIS contributing to high levels of end user satisfaction
• 8+ Years with BS, BA and in Life Sciences, computer science or related field, or relevant experience
• 6+ Years with MS, MBA
• 2+ Years with PhD

Material Support Manager Resume Examples & Samples

• Experience of managing and leading teams within an Aerospace business
• Experience in a matrix organisation
• Must hold a valid passport and driving license

Avp-vision Plus Support Manager Resume Examples & Samples

• Reviews deliverable prepared by team before passing to the customers
• Effectively applies our methodology and enforces SDLC standards
• Develop process knowledge to be able to support the business more effectively Maintains effective working relationships with peers and vendors to
• B.Tech / MCA / MBA or equivalent experience
• Should be well versed with Mainframe Technology and on VisionPLUS
• Extremely hands on – should be able to get into the code level reviews
• Strong team player – collaborates well with others to solve problems and actively incorporates input from various source
• Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
• Strong analytical skills – strong problem solving skills, communicates in a clear manner and effectively evaluates information / data to make decisions; anticipates obstacles and develops plans to resolve
• Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways
• Work closely with different business functions devising business solutions using various technologies should be able to handle multiple priorities in parallel
• Candidate should have experience in IT Support Management
• Possesses general understanding in the areas of architecture design practices on mainframe & Vision Plus (CICS/ COBOL)
• Should have experience in HSM, MLI(VMX) interface , Falcon 6 ,Probe ,FAS authorization
• Should have experience in CMS and financial reconciliation
• Exposure to working with Global\ virtual teams
• Plan & coordinate Release mgmt
• Any experience in open systems technology is an added advantage but not a mandatory requirement for the job

Costuming Support Manager Resume Examples & Samples

• Build strong relationships with business partners and supporting business requests in a fast paced environment
• Monitor, analyze and take action on costume inventory levels, costume show quality and expenses affecting annual financial targets using SAP, the Garment Utilization System and Costuming inventory management tool
• Develop analytical tools and metrics to assist in complex operational decision making
• Provide ongoing data verification and work to identify/ maintain system accuracy
• Create reporting and conduct complex data analysis using statistical techniques, conceptual thinking skills, and creative problem solving skills
• Recognize and implement process improvements that will reduce fiscal spending and/or increase operational efficiency
• Identify, develop, and analyze improvement opportunities that will increase efficiency in the Costuming line of business
• Demonstrated verbal and written communication skills, innovator with the ability to implement
• Proven ability to handle multiple tasks with attention to detail
• Proven interpersonal skills including coaching, conflict resolution, problem solving, influencing, and negotiation skills
• Demonstrated strong computer proficiency with Excel, Access, and PowerPoint, etc
• Demonstrated strong analytical and project management skills
• Ability to learn new software applications and analytical tools
• Demonstrated strong organizational skills with attention to detail
• Demonstrated initiative and strategic thinking ability
• Proven skills in effective Annual Operating Plan planning and implementation
• Bachelor’s degree in Industrial Engineering, Economics, Mathematics/Statistics, Finance or other quantitative field or equivalent

Cell Support Manager Resume Examples & Samples

• Support Cell Production Manager in the day to day running of the cell
• Ensuring all staff are fully trained in the company quality related policies and procedures and that they adhere to them at all times. This includes refresher training on a regular basis
• Aim for 6 Sigma quality; directing and coaching staff in methods to achieve this. To take immediate and remedial action as necessary, including disciplinary measures where necessary
• Aim for 100% SLA; escalating at the earliest opportunity conditions that will affect achievement
• Develop the daily production plan in conjunction with the Cell Production Manager to ensure the daily SLA is achieved
• For short run factory, implement the daily production plan to ensure the daily SLA is achieved
• Constantly monitor individual operator and team performance to provide optimum machine productivity, setting daily performance targets to improve productivity
• Have an awareness of cost implications to the business and ensure that these are reviewed constantly and to ensure maximum efficiencies are maintained and achieved at all times
• Develop training plans for SRF operators and assist in the organizing of the training in conjunction with HR
• Plan and organise overtime working and temporary labour as necessary to achieve SLA, ensuring extra costs are justified
• Plan for forthcoming short and long term production requirements, liaising with colleagues where necessary to achieve SLA and business goals
• Ensure all operators comply with laid down company procedures, rules and regulations at all times
• Provide appropriate levels of communication across all departments affected by production
• Responsible for setting constant high standards of behaviour and performance
• Actively promote and demonstrate a positive and “can do” attitude by providing effective leadership
• Ensure all change initiatives are undertaken in a positive and proactive manner
• Any other reasonable responsibility given to you by your manager

Mellanox Teir & NOC Support Manager Resume Examples & Samples

• Manage and coordinate a 24x7 first line support and monitoring center team that work in shifts
• Act as an escalation point for customers issues
• Be responsible for adhering to customer’s SLA and SLA and support process development and improvement (define, measure, improve etc.)
• Technology “hands-on” capable. Act as a subject matter expert for Mellanox products supported by the First line support group
• Provide routing updates and reports to upper management about the group’s activity and customers challenges
• Recruit, train and monitor new employees
• Develop and conduct group and personal professional training for improving the group’s technical knowledge and skills
• Develop and deploy new tools/systems to increase work efficiency and customer satisfaction
• 5+ year previous experience with supporting customers. Advantage to network equipment or related companies - must
• 4+ years of experience with support group management or NOC management with industry relevant companies - must
• Academic degree with qualifications in computer science, electrical engineering, telecommunication engineering, information technology and related fields – Advantage!
• Self-disciplined, self-motivated and the ability to organize and prioritize time effectively
• Flexibility and availability beyond the normal working hours for attending group or customers challenges
• Excellent written and verbal skills – English is a must. Additional languages – advantage

Ipb-case Support Manager Resume Examples & Samples

• Minimum Diploma Holder, preferably with insurance knowledge
• Excellent in MS office applications, in particular MS Excel and MS PowerPoint
• Excellent people and project management skills and ability to independently deal with people from all levels in complex and challenging situations
• 15+ years of relevant technical experience required
• Work as part of the operate organization to deliver Equities business objectives
• Able to manage production incidents and follow up on problem actions
• Participate in key projects for expansion of the business to ensure seamless implementation
• Ready to work in shifts starting as early as 6AM
• Must be a team player, organized, and able to concentrate on repetitive tasks
• Provide direct client support services and engagement
• Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution
• Train clients on the use of the GMS product and services, ensuring customers are incorporating deliverability best practices and are compliant with industry regulations
• Responsible for the optimal use of purchased products leading to increased revenue opportunities from customer base
• Conducts regular account reviews with customers to ensure that customer’s goals and expectations are being met
• Identify new opportunities for customers to leverage the platform
• Provide feedback to the development team around potential customer enhancements
• Consult with and assist customers in HTML newsletter assembly and email campaign generation
• Assist development team in filing and resolution of bugs and/or issues
• Perform Client Services related support duties (Manage Support Inbox, Support Line, etc.)
• 5+ years of Account Support or Service Delivery experience
• Background in the retail technology industry a plus
• Bachelor's Degree preferred but may be replaced with successful career progression
• Intermediate to Advanced level proficiency with, Excel 2010, and Access 2010
• Self-motivated individual with creativity and enthusiasm for databases and analytical projects
• Works under minimal supervision on complex projects
• A “do-er” and self-starter that works well in a fast-paced, dynamic, team-oriented environment
• Outstanding written, verbal and presentation skills
• 5-8 years of Account Support or Service Delivery experience required
• Knowledge/ experience of the ATM industry
• Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer
• Ability to work non-standard business hours as required by projects
• Proven experience with the sales contract negotiating process preferred
• Hiring to within Financial Plan and Outlook

Medical Support Manager Resume Examples & Samples

• Proficient in Microsoft Office packages; Outlook (advanced); Word, Excel, Access (Intermediate to High) and PowerPoint (Intermediate)
• Experience in the healthcare arena, possibly as a Medical Secretary or Health Practice Administrator or administrator with a human resource department
• Familiarity with the Army from a personal or family-link perspective desirable
• Very strong written and verbal communication skills including being able to alter style dependent upon audience
• Exceptional organisation skills and ability to coordinate multiple scenarios
• Experience in training others in administration tasks desirable

Datastores Support Manager Resume Examples & Samples

• In-depth knowledge and hands on experience with MongoDB, Redis, DbaaS and Hadoop support in a practical application of supporting customers
• Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements
• Excellent project management skills with ability to collaborate, keep on track and complete assign tasks and projects
• Excellent time management, communications, decision-making, presentation, human relations, and organization skills
• Ability to communicate technical info and ideas so non-technical people will understand
• Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations
• Ability to coach and motivate less experienced team members to achieve their goals
• Ability to establish a long term vision and execute it
• High school diploma or equivalent required. At least 4 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service. A strong technical background with demonstrated hosting-specific technical skills or background in account management
• Drive to succeed and a passion to lead others is required
• PHYSICAL DEMANDS: General office environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage and many meetings

Advice Support Manager Resume Examples & Samples

• Completion of Diploma of Financial Services and willingness to complete the Advanced Diploma of Financial Services
• Excellent personal organisation and time management skills, with the ability to coordinate workflow via COIN Financial Planning workflow management
• Detailed understanding of the financial services industry and financial services products
• Detailed understanding of the end to end advice process and Fee for Service propositions
• Effective problem solving skills, use of initiative, PC literacy skills, verbal and written communication and COIN Financial Planning software knowledge
• This role is for a fixed term contract to provide maternity cover for the Capita Procurement Solutions (CPS) Business Support Manager
• The scope of the role is varied providing support to the whole of the business covering
• Business Support
• Employee Performance Management
• Learning & Development
• Delivery Assurance Support
• Flexibility will be required to work with the P&A Team to jointly deliver priorities and provide cover for others where needed
• Provide business support to the Senior Management Team – organising and attending monthly meetings, taking actions and supporting with any ad-hoc requirements
• Provision of general and ad-hoc business support to employees including the maintenance of the CPS Employee Guide and knowledge management site (Collaborate). Other activities could include
• Responding in a timely manner to employee queries
• Organising meetings and booking business travel
• Development of document templates
• Health & Safety support
• Delivery of CPS internal communications to include
• Coordination of the monthly business updates including collation of slide packs and facilitation of the meetings via WebEx
• Collation, drafting, editing and publishing of our business newsletter circulated every six weeks
• Maintenance of the CPS Comms mailbox and drafting and circulation of SMT regular emails and any ad-hoc comms
• Coordination and management of any CPS internal events
• Coordination of the CPS Performance Management Process to include
• Updates to guidance packs and templates
• Supporting probation processes and ensuring review meetings are completed by Performance Manager’s
• Facilitation of half year and end of year performance reviews and boards
• Coordination of half year and end of year promotions
• Involvement in the delivery of Learning & Development (L&D) to include
• Collation and review of training requirements from employees across the business
• Sourcing external training requirements, raising business cases and organising logistics of training
• Coordination of our internal training programme – liaising with trainers and organising training days
• Provide support to L&D Projects to enhance our people development initiatives
• Support to our Delivery Assurance process by coordinating the review programme, collating preparatory requirements from Engagement Managers and following up of actions
• Provide cover and support for other members of the P&A Team
• Good project management and coordination skills with the ability to work across multiple activities and track to demanding timescales
• Excellent organisation required with strong administration skills, including diary management and document compilation with good attention to detail
• Proficient with MS Word, PowerPoint and Excel applications
• Good communication skills (oral and written) and ability to interact across business areas and with all employees at all levels – face to face, over email and phone
• Understands confidentiality and trusted to act appropriately with sensitive and confidential information
• A collaborative, flexible work ethic and ‘can do’ attitude with a desire to suggest innovative ways of working
• The role will be based in Southampton with potential for occasional travel to London and client sites
• Depending on the successful candidate, responsibilities may be flexed to suit their experience and that of the P&A team
• Experience in a similar role e.g. general office manager or senior administrative positions that demonstrate capability to manage a varied role
• Previous experience in coordinating employee performance management activity and learning and development would be advantageous
• Participate in projects involving branch processes and accounts
• Communicate and escalate issues to Senior Management
• Interact with back office and branch personnel
• Support management in investigations of outstanding items due to conversions
• Perform complex account investigations and resolve within department standards
• Responsible for providing support services to approximately 800 branches and 320+ back offices, Image ATM investigations for missing deposits for all Citi machines, and ensure resolution of all BFI cash accounts and subledger entries
• Perform risk control, identify potential fraud and self-assessment duties as assigned

BB Customer Success Support Manager Resume Examples & Samples

• 3+ years of leadership within a Global B2B Customer Success Support organization
• 3+ years of proven success working directly with customers within a technology company
• Experience with case management software
• Customer acumen to champion the customer problem until resolution
• Excellent interpersonal communication skill with attention to details
• Desire to learn new skills/technologies and remain up-to-date with latest trends; passion for solving technical problems
• Experience working with and improving 24/7 customer success support ticketing systems
• Ability to manage critical cases after hours as needed

District Support Manager Resume Examples & Samples

• Partner with Dealers and Regional Execution Managers to assist stores in meeting objectives targeted at improving customer experience and growing top line sales expectations through regular visits and by working with dealers to execute their action plans
• Develop an in-depth knowledge for the changing national, regional and local environment to understand competitive threats, potential entrants, and be aware of key advertising campaigns of other retailers
• Identify and recommend best practices to improve productivity, customer experience and grow sales
• Deliver supported marketing programs in store within region by conducting training and workshops for Dealers and their employees
• Analyze and interpret data from various reports to assist store in identifying action plans to improve the customer experience, in stock etc
• Conduct Operational Readiness Report in support of driving sales and enhancing our brand
• Build partnerships with Dealers and key members of store staff
• Support Grand Openings (or Grand Re-opening) and attend the events
• Minimum five (5) years progressive Canadian Tire retail experience
• Possess strong understanding of Canadian Tire store operations including logistics, retail merchandising, automotive service and horticulture
• Excellent interpersonal skills with a passion for retail and a desire to work with a variety of entrepreneurial Dealers and store staff all driving with a common goal to grow sales
• Strong business acumen and ability to analyze and interpret data
• Ability to coach and train individuals and groups
• Strong communication skills, written, verbal and an active listener
• Strong facilitation and presentation skills
• Strong attention for detail and a readiness to continually look for ways to improve productivity
• University degree and/or College diploma an asset

Seller Support Manager Resume Examples & Samples

• Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow
• Coach and develop associates, tech advisors and supervisors on career paths for internal promotions and job enrichment opportunities
• Conduct Seller interaction audits to keep in touch with Seller and Associate Experience
• Actively participates and represents team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions

Bid & Proposal Support Manager, Public Sector Resume Examples & Samples

• Serve as a member of the AWS EMEA Public Sector team supporting proposal responses to RFx opportunities
• Develop win themes, technical discriminators, and innovative pricing strategies working with AWS stakeholders specific to EMEA RFx opportunities
• Understand and navigate EMEA public sector contracting vehicles and tender procedures
• Be a thought leader with preparing/developing proposal responses, win themes, technical discriminators, pricing, etc
• Ability to read, write, and speak in two or more languages
• Must have a good understanding of public sector procurement and contract vehicles
• Must have the ability to work effectively across internal and external organizations
• Acts in accordance with vision, mission, and established goals

Seller Support Manager, Amazon Global Selling Resume Examples & Samples

• Manages performance and behavior of 3-4 front line supervisors through effective 1:1 meetings, coaching, and mentorship
• Regularly review and analyse key metrics across the site to identify root causes and formulate solutions to improve performance
• Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc. and accountable to drive implementation of proposed solutions through Team supervisors to deliver results
• Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements
• Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
• Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets
• Language: English / Chinese
• Previous experience implementing change management successfully transitioning programs into large scale operations
• 3 years or more experience in customer service related industry and worked as a supervisor/team lead/manager role
• Understanding of Internet navigation, Amazon, and competitor websites
• Manage and ensure compliance with Data Service contract commitments
• Support new customer contract negotiations, sales campaigns, and marketing efforts
• Manage business related service support requirements (purchase order receipt/validation, invoicing / collections, disputes, export control management, reporting, etc.)
• Develop robust business processes required for day-to-day support of the services
• Support contractual program reviews with Bombardier and customers
• Identify service development opportunities based on new internal requirements, customer MFA, and competitive benchmarking
• Represent the aftermarket in planned coordination meetings with Bombardier
• Identify opportunities to further leverage established or new Global Work Share resources long term support and anticipated growth of the services
• Support strategic discussions associated with growth opportunities on other platforms
• 7 + years experience

Practices Support Manager Resume Examples & Samples

• Entering, managing, and interpretation of data in various systems and tools such as EPIC, WINS and legacy Certificate Issuance Platforms/templates
• Ability to compile data and information from insurance policies “Insurance Requirement Section”
• Collaborate and communicate with other client services teams and Shared Service Centers (e.g. the National Accounting Center [NAC], Client Service Teams, etc.) to smoothly and efficiently complete joint work/process steps/etc
• Maintain performance to client service standards and/or metrics
• Processing New / Complex accounts
• Provide business segment expertise for account issues and mitigation
• Facilitate account Transition / Streamline initiatives
• Associates or higher degree desired
• Prior Property & Casualty (P&C) insurance knowledge is strongly preferred but not required
• Demonstrated ability to learn and/or perform complex processes with variable work inputs and outputs is required
• Previous work experience in a similar job function or with similar processes is strongly preferred
• Previous experience in a leadership role, whether formal, matrix or mentor, is desired
• Experience with certificate of insurance and auto identification terminology/concepts is desired
• Basic to Intermediate level Microsoft Office skills to include email, Word, PowerPoint and Excel

Faculty Support Manager Resume Examples & Samples

• Support and contribute to strategic programs and solutions, anticipating and alerting management, teams, stakeholders, and partners to trends
• Recommend and manage new team initiatives and ideas to help improve the team and its performance
• Use metrics and analytics to build business cases, provide insight and counsel regarding the faculty experience and how it can be improved
• Work in collaboration with the team on new programs and support overall account management operations by building internal and external relationships, and serving as a link between our internal service teams and university partners
• Foster respect and collaboration within the team and/or university partners. Identify issues within the (internal/external) team and drive to resolution
• Demonstrate strong quantitative and analytical abilities to define measurable objectives, assess metrics, and reports
• Build, sustain and continue to improve critical faculty experience handoffs from course production to the New Program team, New Program team to Relationship Specialists/Faculty Support
• Implement and improve high quality faculty support and training programs. Work with stakeholders to enhance faculty support/training quality and efficiency as necessary
• Represent the team to internal stakeholders and key them apprised of team progress/opportunities
• Tie team activities to team vision, goals, and outcomes
• Hold team accountable to team metrics
• Recruit and hire new team members
• Ensure effective communication, training, and adoption of 2U technology products
• Communicate, problem-solve, and collaborate with 2U teams impacting and impacted by the faculty experience - technology, tech support, course production, student support, etc
• Communicate clear, progressive direction for the team
• Excellent problem solving skills and providing solutions
• Demonstrated ambition and ability to be a self-starter
• Ability to forecast accurately and assess opportunities realistically
• Ability to develop your own account timeline while simultaneously supervising the goals and performances of multiple team members and clients
• Ability to supervise and motivate team members professionally, exhibiting discretion and providing valuable insight when assessing their performance
• Close attention to detail and quality
• Exceptional judgment when working with team members, clients and vendors
• Demonstrated ability to resolve conflict
• Plan appropriate engineer resourcing and coverage to meet operational requirements and service level agreements relating to incoming case volume and backlog
• Ensure operational targets and service level agreements are met, and that customer satisfaction goals are attained. Recommend and implement processes for continuous improvement
• Drive technical escalation and situation management
• Work off hours and shift patterns as required to meet management responsibilities
• BS (or technical equivalent) is required. In addition, you should typically have five or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).Severals years managerial experience
• Demonstrates balanced judgment and decisiveness in complex, and ambiguous situations. Considers available facts, constraints, and probable consequences in order to plan, anticipate problems, consequences, and impact of decisions
• Fosters a spirit of tenacity, energy, and drive within the organization. Creates an environment that supports individual as well as organizational learning and adaptability. Champions and models continuous self-improvement and accomplishments
• B.S (Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred. Other qualifications with adequate experience may be considered
• Previous (direct) people management experience, particularly in fast paced, Application support environment preferred
• Past experience in functional ERP and SCM Applications, middleware and/or cloud support services preferred
• Functional skills in Supply Chain / Procurement / Manufacturing applications – Order to Cash, Procure to Pay, Ideation to Commercialization, Plan to Build etc
• Technical skills in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL preferred
• Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written
• Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause
• Analytics exposure, such as work with Oracle Discoverer, Siebel, or Hyperion preferred
• Exceptional management & team building skills, capable of managing several high level priorities simultaneously without reducing quality
• Self driven, motivated, Pro-active, well organized and a thorough planner
• Highly skilled at problem-solving & highly developed analytical skills
• Proven situation-management, Escalation management & customer management skills
• Helps prepare financial update presentations for Board of Directors and Executive Committee meetings, monthly business line reviews, and quarterly earnings reviews
• Manages a regular process to request P&L variance explanations from line of business contacts, and summarizes variance drivers in presentation format
• Manages and tracks follow up items from monthly and quarterly business line reviews. Ensures timely follow up of actions
• Creates and maintains a monthly calendar with timing of deliverables for FP&A team. Communicates any changes to reporting requirements or timelines
• Works with the Head of Financial Planning & Analysis to respond to ad hoc analytical requests from the Chief Financial Officer
• Supports day to day operational, governance and tactical activities on a variety of finance projects
• Manages calendar, travel, and expense reports for the Head of Financial Planning & Analysis
• Excellent interpersonal skills and ability to communicate effectively in writing and verbally
• Coach and develop associates, tech advisers and supervisors on career paths for internal promotions and job enrichment opportunities
• Education: Bachelors Degree in management and or business preferred
• Degree in management and or business preferred
• Experience within a contact center preferred

Intergrated Logistic Support Manager Resume Examples & Samples

• Implement and maintain the ILS methodologies, tools and processes consistent with internal processes
• Review of project and contractor design and documentation to ensure all logistics considerations are addressed
• Conduct ILS planning for the transition of Thales Systems from design to operation
• Relevant qualification (Electrical, Electronics or Mechatronics preferred)
• Practical understanding of ILS/LSA standards
• Extensive experience in the use of Logistics Engineering methodologies and Tools again ideally in the Defence field
• A broad knowledge and experience of Weapon Systems
• Performing RAM, LCC, LSA and sparing analysis for complex systems
• Experience working with Defence Project offices and Australian defence contractors
• This position can be filled in Houston, TX; New York, NY; Jacksonville, FL; or Charlotte, NC**
• Experience with Ultra High Net Worth/High Net Worth Client and their expectations
• Experience with Project Management or leading projects; Ability to plan, manage, and execute programs

Test Support Manager Resume Examples & Samples

• Provide configuration management & critical infrastructure/communication support for the Mission Integration Enclave and the JMS operational equipment suites
• Provide input and recommendations concerning the relocation of JSpOC mission systems to Building 7000
• Evaluate the impact to risk for assigned programs from JMS SP7 and beyond
• Prepare technical inputs for use in capability studies/documentation/ briefings
• Coordinate with various agencies in evaluating and developing support concepts and architectures that meet the evolving needs of the 14 AF, Joint Functional Component Command SPACE (JFCC-SPACE), 614 AOC and JSpOC for JMS SP7 and beyond
• Provide administrative actions as needed in support of mission and system integration
• Maintain situational awareness of scheduled operations, test, and integration activities for the JSpOC/AOC to successfully de-conflict these activities
• Maintain updates regarding upcoming and on-going integration activities to include (as applicable) test activity, exercises, and unit support actions affecting 614 AOC weapon system and mission systems
• 5 years of mission systems experience, preferably with current JSpOC operational mission systems and JSpOC Mission System (JMS)
• Configuration management experience
• Large mission systems relocation experience
• BS degree or technical equivalent
• 5 or more years of technical or professional experience
• Plus, one or more years of experience in a management or other leadership role (preferably in a support environment)
• Ability to lead a specialized area which may have diverse functional elements
• Providing leadership, coaching, mentoring and supporting the team
• Monitor work activity and work volumes and compiling relevant updates to management and reporting as required
• Identify any training needs and skills gaps
• Ensure all team functions and processing complies with internal controls
• Conducting regular team meetings, individual catch-ups as well as formal performance reviews
• Communicating product, system and regulation updates to your team
• Collaborating with other areas to solve issues and meet client needs
• Liaising with other teams on quality issues such as errors & escalated items
• Identifying and implementing ideas to improve team and business efficiency
• Drive consistency of processes, including engagement with SSC&O to identify opportunities for improvement
• Terminal management system experience (VeriCentre, IngEstate)
• Knowledge of payment application standards and requirements including PCI, EMV, tokenization, NFC
• Knowledge of basic IT technologies (i.e. operating systems, network devices, software development and architecture)
• Works through problem resolution with product management and/or product development departments
• Ensures the volume of work produced meets product/service standards and exceeds quality standards
• May contribute to business strategy and business plan for team/group operations
• Service Account Management for key NCR retail Customer(s)
• The role will have P&L responsibility for the account(s) and will own ensuring all services revenue is recognized in a timely and accurate manner and any service inefficiencies and service credits are eliminated from the accounts
• This position will own the key service relationship with the customer, and is responsible for ensuring that the highest level of customer satisfaction is maintained, continually seeking to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements
• Position required to maintain excellent working relationships with all WCS operations groups, including, but not limited to, the Field Support Centers, Field Operations Management (primarily TMs), Help desks, the Service Logistics organization, the Billing Operations Center, Customer Advocates and potentially 3rd party contractors
• Schedules, prepares and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information
• Maximizing the margin on the account by eliminating all waste. This will require analysis of call volumes, areas of failure, process etc to maximize remote resolution and minimize unnecessary CE dispatches and logistics cost
• Responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function
• Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement
• Partner with Training Dealers in support of meeting financial and store plan objectives established as part of the Supplementary Contract commitments
• Manage the ongoing administration of the Supplementary Contract for Training Dealers
• Collaborate with internal field teams (RVP’s/DSM’s/ABSM’s/REM’s) to provide the ongoing support custom to each Training Dealer
• Provide operational expertise in various parts of a ‘1st store’ experience
• Partner with Training Dealer during initial changeover in ease the transition of a 1st store
• Work closely with Dealer Selection and Development on recommendations to the selection process, participate in the training program and assist in the transition through training to 1st store
• Work with the Senior Business consultant on setting targets, cash flow forecasting, margins cut-offs and wage cost models
• Develop operational training tools and Best Practices unique to Training Dealers
• Specific technical and professional knowledge and skills required
• Minimum 5 years progressive Canadian Tire retail experience
• Excellent interpersonal skills with a passion for retail and a desire to work with a variety of entrepreneurial Dealers and store staff all driving with a common goal to serve the customer
• University or College degree an asset
• Considerable travel expected

Tableau Data Visualization Support Manager Resume Examples & Samples

• Minimum of 3 years’ experience
• Data Analytics and Visualization through Technology (Tableau Software knowledge a must; certification ideal but not mandatory)
• Strong familiarity with leading BI platforms such as Tableau
• Meet or exceed continuing professional education (CPE) requirements

Asset Management Gwm-credit Risk Support Manager Resume Examples & Samples

• Document exceptions - on a monthly basis, ensure the review of newly cited exceptions are addressed and are being resolved
• Covenant exceptions - on a monthly basis, ensure the review of newly cited exceptions are addressed and are being resolved
• Past dues - Ensure staff is working with Client Services and Wholesale Loan Operations to facilitate roll overs and engage Capital Advisory when appropriate. Work with Client Services, engaging Capital Advisory when appropriate, to resolve other past dues, unrelated to roll overs
• Client reviews – ensure portfolio statistics are being provided to Capital Advisory and Client Services to aid in facilitating/completing client reviews
• Facility reviews (maturities) – ensure portfolio statistics to Capital Advisory and Client Services to aid in facilitating/completing renewals for maturing facilities
• Overlines/Overlimits – On a daily basis, review the overlines/overlimits, and ensure staff is engaging the appropriate parties to bring to resolution
• Overrides (both facility and transaction approvals) and other approval MIS – on a monthly basis, review the override report, determine if used appropriately and escalate / remediate as needed
• Unlinked outstandings – provide oversight and management of the unlinked outstandings and remediation
• Ungraded obligors – provide oversight and management of the ungraded outstandings and remediation
• Delinquency reporting – on a weekly / monthly basis, manage delinquency escalation and reporting
• Oversee the coordination of documentation review and escalation process
• Oversee the Periodic reviews of BAU (SOX) process/ procedures and policy (Editor Review/peer edits)
• Point of contact for all ongoing portfolio reviews (audits)
• Provide assistance to other areas of the organization in support of segmentation, risk reporting, system enhancements/testing, at al
• Own the maintenance of the CRS Functions for Controlled Self Assessment (CSA) process
• Manage Team Leads, perform 1 on 1’s, Mid- Years, Year End Performance Reviews, Vacation tracking, maintain job descriptions for the team
• Ability to manage the facility volumes assigned to the staff and reassign as needed
• Create Monthly CRS Capacity Models for reporting
• Participate in Monthly EMR meetings
• Participate in Weekly Leadership Meetings
• Maintain Monthly CRS Metrics for ARC and Client Central
• Ability to perform FTE Headcount requests as needed
• Manage end of year staffing
• 5 – 7 years experience in Financial Services Industry
• Excellent communications skills, both written and verbal
• Ability to multi-task and reprioritize work and demands throughout the day
• Ability to interact with varying levels throughout the organization,
• Ability to represent GWM in all working groups that involve decision making on behalf of the business
• General understanding of credit concepts
• General understanding of derivatives, FX and participations/syndications
• Experience using the Credit Risk Infrastructure tools and applications (ARC, EN, SRGT, CRRT, OWL, SELM, etc.)
• Experience using Client Central
• System testing and project management
• Solid ability to make decisions and implement actions
• Advanced analytical and proficient product knowledge
• Superior ability to multi-task
• Proficient in PowerPoint/Visio
• Superior written and verbal skills
• Superior project management skills
• Strong PC Skills
• Working knowledge and understanding of business planning, risk management and control methodology
• Previous experience of working in a variety of business areas or other divisions or industries is desirable
• Thorough understanding of overall Mortgage Servicing and Default Mortgage Servicing strategic objectives
• Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility
• Experience of leading, coaching and motivating people and high level communication and influencing skills
• Experience of planning and coordinating diverse activities which may include strategic plans that drive significant operational improvement
• 5+ business support role (or within the business)
• Prior experience in managing projects
• Prior experience in managing and writing executive communication
• Proven ability to manage complex stakeholder expectations
• Ambitious self starter, graduate calibre
• Sales and marketing experience
• Client focused, self-motivated with excellent relationship, interpersonal and communication skills
• Understands the value that can be delivered to a client and Capita through utilisation of a breadth of assets
• Proven decision making and problem solving abilities
• Ability to build strong working relationships, open and honest
• Technical understanding of client structural hierarchy

International System Support Manager Resume Examples & Samples

• 5+ years professional experience in technical support, engineering or operations environment
• Systems administration (Linux and/or Windows Servers)
• Networking (DNS, TCP/IP)
• Databases (MySQL, Oracle, MSSQL)
• Must have a record of driving projects to improve support-related processes and the technical support experience
• At least 4 years direct management experience especially with technical and innovative teams
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
• A strong analytical approach to problem-solving with a metrics-driven focus on frugality without sacrificing safety or customer satisfaction
• The ability to demonstrably overcome adversity; lead others to success and drive change to influence others in order to achieve results
• Demonstrated ability to successfully develop others into higher levels of leadership in an organization
• Demonstrated ability to deal with adversity and rapidly changing operating conditions while still delivering to expectations
• An innovative thinker who also has a strong customer and quality focus
• Exhibits excellent judgment
• Hires great people. Develops great people
• Has relentlessly high standards
• Has the innate ability to inspire passion in others

Collections Support Manager Resume Examples & Samples

• Proven ability to oversee the development and implementation of new process/procedures as well as revising existing process and procedures in all of the following departments: bankruptcy/recovery, credit, dispute management, cash applications, and adjustments
• Grasp new topics and concepts quickly and transfer knowledge to direct reports when appropriate
• Provides support, advice and experience to direct reports, customers, and all employees within the organization
• Assists the direct reports in developing and implementing team and individual measurements in support of process and organizational goals
• Professional certification (PMP) preferred
• Manages and is responsible for the successful completion of all tasks in assigned program area including technical work, financial and business development activities
• Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve problems
• Responsible for profitability and revenue growth of assigned program(s)
• Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits
• Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement
• Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
• Prepares and provides various reports and technical reviews to senior management as requested
• Ensures compliance with relevant corporate and government policies and standards
• ITILv3 Expert is required
• PMP Certification is required
• Must be capable of obtaining and maintaining a Top Secret/SCI Security Clearance
• Additional specific certifications may be required, depending on job assignment
• Identify risks and opportunities against cost challenge activities
• Collaborate with Finance, Commercial teams, Projects and Platforms on cost/budget initiatives, contract renewals and contract terminations
• Manage response to ITO budget related concerns, queries and issues
• Internal knowledge of GT&O, including GT&O taxonomy, headcount tools, and organizational health processes
• Experience Wealth Management and/or Consumer Technology
• Project/program management skills
• Highly analytical
• Bachelors Degree –discipline in Organizational Psychology/Behavior
• Desire to learn more about Human Resource management/practices
• Six Sigma experience

Submission Support Manager Resume Examples & Samples

• Edit complex, often lengthy technical documents for clarity, grammar, spelling, and punctuation; for adherence to applicable regulatory (e.g., CTD) and Roche guidelines; and for consistency within the dossier
• Apply document styles using customized Word templates and coordinate the flow of documents via document-sharing systems (e.g., SharePoint) and ensure version control throughout the submission generation process (writing, review, and internal approval)
• Support PTR product managers in generating submission timelines; plan and track submission generation activities (e.g. Excel) and evaluate submission-support strategies, as appropriate
• Communicate with technical subject-matter experts to ensure that content is delivered according to schedule and to provide status updates; coordinate and provide training on documentation systems and tools and collect relevant submission related data
• Facilitate submission reviews and review adjudication meetings and perform live editing to capture stakeholders’ decisions
• Represent SMG in Technical Regulatory Teams and in Technical Development Teams, as well as in cross-functional meetings, projects and initiatives, as needed
• Manages production system/application support, including critical incidents and standard issues throughout their support lifecycle, and drives to increased proactivity
• Directs and prioritizes workload of support personnel
• Collaborates with other teams to understand, prioritize, and escalate as needed
• Champions process improvements and enforces compliance
• Analyzes productivity and support data in order to identify trends; escalates to leadership as warranted
• Understands and can represent business process impact and system behavior
• Leads any direct and indirect reports with a focus on productivity, improvement, and values
• Interacts with delivery teams in order to drive to supportability and minimizing customer impact
• Sense of urgency regarding customer/business impact and other corporate priorities
• Ability to drive detail-focused resources/activities while maintaining a high-level perspective
• Innovative and proactive drive toward opportunities and process improvements
• Keen process perspective, including simplicity and flexibility
• Sound judgment regarding priority and escalation/engagement
• Analytical view to support and system data; synthesized into relevant and useful information and knowledge
• Quick learning skills and inquisitive nature to expand subject matter expertise
• Excellent communication skills, tailored to different organizational audiences and across the spectrum of the hierarchy (i.e. from entry-level positions to the senior leadership team)
• Strong leadership skills focused on growth/development, collaboration, understanding, and diversity
• Persuasive abilities to advocate for quality and the support perspective

NOC & Support Manager Resume Examples & Samples

• Service Delivery - This may include assisting with the revision of contract terms and conditions of the service provider in collaboration with the relevant internal stakeholders
• They assist with the preparation/ review of SLA proposals with Vendor management and remain up to date with pipeline to ensure a smooth transition from Sales to Delivery
• They ensure that professional services are delivered in line with service level agreements and meet the needs of the clients and users
• Monitoring - In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. The NOC/Support Manager’s function identifies problems, events, incidents and errors prior or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary stakeholders. They liaise with all stakeholders including client IT environments, vendors, carriers and VAST colleges to expedite diagnosis of errors, events, incidents, requests and problems and to identify a resolution
• Technical Support - They investigate line support calls and coordinate the investigation with the relevant internal stakeholders to identify the root cause of incidents, events and problems to ensure proactive future management. They ensure the efficient and comprehensive resolution of incidents, problems, events and requests. This could involve ensuring that repairs are carried out by coordinating requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident, request, event and/or problem to resolution within the service level conditions. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by VAST procedures. They ensure adherence to customer requirements and service level agreements and related processes
• Incident, problem, event and request management - When required they will take responsibility for receiving calls and incidents, problems, requests and events at the services desk. They assist in analyzing, assigning and escalating the support calls. They also provide telephonic support to clients where required. They are required to identify the problem, incident or event, problems and incidents and document the actions. They ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within service level agreements. They update incidents, requests, problems and/or events with progress and resolution details
• The NOC & Support Manager is required to strictly comply and ensure compliance with all processes and procedures as prescribed by VAST and the client when relevant. The NOC& Support Manager function is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations. Their ability to communicate well and to capture all pertinent details when required will contribute to their success
• Investigate line support calls and coordinate the investigation with the relevant internal stakeholders to identify the root cause of incidents, events and problems to ensure proactive future management
• Be responsible for calls and incidents, problems, requests and events at the services desk
• Ensure maximum up-time and the accurate and early response to client operational issues
• Take responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums
• Establishing and streamlining the VAST Network Operations Centre
• Placement of NMS and associated tools within the NOC, specifically around monitoring various segments of the network
• Mentoring to NOC Operators in terms of developing skillsets specifically required by VAST
• Setting direction and process in terms of troubleshooting and support calls/escalations taken from the Service Desk
• Understanding intimately VAST’s core and edge network architectures, and ensuring that operational changes are in line with documented architecture
• Managing a team of NOC Operators
• Weekly and monthly reporting to management in terms of outages, network uptime and various other metrics
• Hiring and on boarding of NOC Operators
• Management of pro-active and preventative maintenance, in terms with Change Control procedures
• Technical and service Qualification
• 10 – 12 years’ work experience in support and monitoring
• More than 10 years’ experience in the ICT Industry within Service Delivery
• Display strong problem solving skills
• Display strong analytical skills
• Good verbal and written communication Display strong leadership and ability to manage the support team5 – 10 years of engineering experience within an operational environment
• CCNP / CCIP / CCIE or equivalent
• Strong systems skills (Unix experience a plus)
• Experience with NMS and related protocols (SNMP)
• Strong troubleshooting experience and skills
• Develop the IIB Finance Shared Services strategic, business and financial plans
• Lead the identification of cost & efficiency saving opportunities and co-ordinate initiatives to extract these benefits
• Manage operational costs to achieve agreed financial targets and benefits
• Develop and maintain methodologies for resource allocation to ensure the efficiency and effectiveness of the Business
• Ensure that MIS and reporting deliverables are fit for purpose, timely and meet stakeholder requirements
• Maintain MI quality control to ensure date is correct and accurate
• Build and maintain strong collaborative relationships both across Finance, Shared Services and business stakeholder groups as well as external partners in order to ensure ongoing delivery of team
• Bring thought leadership and up to date technical knowledge to ensure all reporting complies with financial accounting policy, statutory requirements or regulatory requirements
• Accountable for delivery of well controlled, effective and efficient reporting process
• Accountable for automation of report delivery and MI
• Accountable for driving implementation of improvements and increases in efficiency of the financial processes ensuring best practices identifies and deployed
• Develop close working relationship with Senior Stakeholders to ensure a “no surprises” approach to reporting and committees
• Manage the communication for IIB Finance Shared Services to staff, internal and external stakeholders
• Exhibit strong leadership re quality and consistency of all reporting from the business units
• Foster a strong collaborative working relationships across all teams & the businesses
• Contribute to the development of a strong risk culture within IIB Finance Shared Services
• Manage and monitor risk appetite and risk/return trade-offs

Asset Management Gim-specialised Fund Support Manager Resume Examples & Samples

• More than 1,300 investment professionals providing strategies spanning the full spectrum of asset classes, including equity, fixed income, cash liquidity, currency, real estate, hedge funds and private equity
• Leadership positions in the U.S., U.K., Continental Europe, Asia, and Japan
• Build competency of the team to meet the exacting standards of an ETF/Beta Middle Office
• Business Analyst for the ETF and Beta funds
• Managing day-to-day processes to ensure timeliness and accuracy of teams work
• Monitor team performance and provide feedback to individuals through regular one-to-one's and appraisals
• Recommend and implement process improvements to pre-empt or mitigate errors
• Point of escalation for issue and error resolution, liaison with internal risk department, senior management and internal/external parties as required
• Liaising with Prime Brokers with regards to collateral and operational issues
• Keep abreast of industry trends to ensure JPMAM is ready to meet regulatory or operational changes
• Lead and deliver project work when required
• Excellent communication skills; ability to articulate complex issues
• Business Analyst skills
• Dynamic leadership, must be able to lead discussion and influence people
• Proven track record of nurturing staff
• Organisational skills
• Track and Troubleshoot complex issues
• Deep understanding of all asset classes
• Experience with external financial systems and vendors
• Data governance
• Analytics and Risk measures
• Medium- Strong level understanding of Fund Accounting
• At least 5 years in a supervisory role at an Asset Management firm
• Business Analyst background
• Detailed knowledge of Prime Brokers operations,
• Detailed understanding of all fund types
• ETF/Beta knowledge a benefit
• Planning and controlling maintenance activities in support of operational requirements
• Managing employees performing organizational or intermediate technical or specialist maintenance activities, where business needs dictate
• Applying technical knowledge of product support/logistics disciplines and Program Management Best Practices to direct program activities
• Managing employees performing activities related to Program Management
• Developing and executing project plans by implementing policies and procedures and sets operational goals
• Developing and maintaining relationships and partnerships with customers, stakeholders, peers, partners and direct reports
• Providing oversight and approval of technical approaches, products and processes
• Ensure the purpose and importance of the team are clarified (e.g., team has a clear charter or mission statement)
• Guide the setting of specific and measurable team goals and objectives
• Help clarifying roles and responsibilities of team members
• Make procedural or process suggestions for achieving team goals or performing team functions
• Share important or relevant information with other mid- level managers and the team
• Adhere to the team's expectations and guidelines
• Discus ethical issues with employees and complete training
• Encourage employees to openly discuss ethical concerns
• Administer rewards for behaviors aligned with successful team or individual performance
• Work to ensure that each direct report feels his or her work is important
• 2 years aviation leadership experience
• 5 years Apache maintenance experience
• Bachelor degree preferred
• FAA Airframe & Powerplant License
• FCC License
• Fluent in Arabic and English
• Worked in a cross-cultural environment (U.S. or non-U.S.)

Estore Support Manager Resume Examples & Samples

• Responsible leading the team of specialists to provide superior support in all aspects of purchasing products via eCommerce, and high-value customer service
• Responsible for hiring, providing direction, coaching and development of eStore Support specialists. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction
• Monitors team performance and ensures that all SLAs and performance metrics are met
• Identify trends and opportunities to improve customer experience, increase conversion, and operational efficiency at a global and regional level
• Ensure customers are responded to, exceeding expectations in a timely manner within the agreed global and regional SLAs
• Ensure high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Builds and maintains customer and organizational relationships regionally and globally
• Participate in business/project planning with other functional teams to ensure readiness for customer support including processes, systems and policies requirements
• Work closely with other managers to discover best practices and drive global consistency
• Perform all people management duties including recruitment, staff development, team building and performance reviews
• Monitor team performance and takes appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage
• Translate high-level organizational goals into team and individual goals for staff
• Promote the brand of Customer Loyalty & eStore Support within Autodesk, and maintain a positive, professional, service-oriented image. Provide coaching and feedback to peers, colleagues and direct reports that champion customer experience
• Lead and/or participate in projects and initiatives representing the team globally
• Leading and guiding a team of 8 - 10 support analysts regionally and partner with peers running regional teams
• Handle day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
• Must be very detail oriented and very organized
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
• 5+ years of experience in Operations/Production support
• 3-5 years experience in UNIX/Linux environment
• 1-3 years experience in UNIX shell, Perl scripting
• Experience working with scheduling tools like Autosys/Control-M is a plus
• Technical BA extensive years of experience
• Team coordination extensive years of experience
• Banking Knowledge (primarily Corporate and Retail banking knowledge is a must)
• Have excellent Analytical skills
• Possess technical skills such as Database knowledge and able to write simple/complex queries (using Oracle)
• Support users and technical team during SIT and UAT
• Coordinate Project administrative tasks (as needed)
• Experience and knowledge of Anti-Money Laundering and Know Your Customer are a Plus
• 2+ years managing or supervising people
• Must be able to work under pressure in a fast-paced, dynamic environment
• Ability to manage and prioritize multiple simultaneous tasks is essential
• Strong ability to monitor multiple production processes, volumes, and inventory levels and align staff and resources to support changing production needs
• Strict adherence to control and monitoring requirements and rapid escalation of any exceptions
• B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered
• Functional/Technical Knowledge & Skills
• Previous people management experience, particularly in fast paced, application support environment
• Ability to communicate and collaborate across all levels of the organization, both verbally and in writing
• Past experience in functional, Oracle technology and/or cloud support services
• Technical skills in areas such as: middleware technology (WLS, SOA, ADF, IDE, Java, XML, SQL) and/or Oracle applications
• Demonstrated knowledge in use of Business Intelligence tools and customization (analytic exposure i.e. Oracle Discoverer, Siebel, or Hyperion)
• Lead a team of ~15 highly talented Dev Ops engineers responsible for managing all aspects of mission-critical systems
• Drive process and service improvements, and improve day-to-day operational efficiency
• Participate in incident management to resolve outages and communicate with a global audience and participate in calls resolving outage
• Develop and maintain a culture of innovation and operational efficiency in the team
• Hiring, growing and retaining a Dev Ops engineering team keeping up with the high Amazon bar. This leader will be responsible for continuing to build an extremely high caliber team
• Candidates with experience in managing large scale highly available distributed system
• Understanding and experience working with UNIX/Linux fundamentals, Databases, Java, JavaScript
• Strong metrics and operational excellence focus
• Excellent verbal and written communication skills with the ability to bridge between teams of varying technical expertise
• Primary Environment Management
• Manage multiple development and test environments, including troubleshooting issues, deployment of releases, and monitoring processes and business flow
• Environment Support Capability
• Have the aptitude and desire to provide a world class support service to a geographically diverse user base
• Be able to communicate complex technical issues to development, test and business users in a language they understand
• Be able to manage a workload which is subject to changing priorities and demands
• Related Application Release Coordination
• Facilitate application deployments – with respect to green zones and checkouts
• Provide analytical, technical and 'best practice' expertise to the team
• Streamline the application release process
• Have the ability to logically analyze problems and propose solutions
• Demonstrable technical acumen on a specific platform or architecture
• Knowledge/Experience
• 1 - 5 years’ experience working in a support environment

Hotel Connectivity Support Manager Resume Examples & Samples

• Track and categorize issues with weekly reporting and use the data to derive meaningful conclusions and action plans
• Preparation of materials and delivery of training relating to Hotel Connectivity Systems and processes
• Communicate complex technical details to technical and non-technical customers
• Identify and remove technical barriers that prohibit optimal supply access or delays in onboarding new hotels
• Analyze and troubleshoot highly-complex technical integration problems, and propose effective solutions
• Contribute to the skill and development of Market Management Connectivity leads through joint problem solving and issue resolution
• Ensure that all Knowledge Base and Reference sites include the most frequently identified questions and provide guidance on next steps for resolution
• Experience with hotel systems including CRS, PMS and CMS
• A solid understanding of system architecture, especially web based basic concepts of SQL and ideally a practical knowledge of databases preferred Knowledge of the hotel/tourism industry
• Knowledge of English is a must, Mandarin preferred, all other languages is an asset
• Excellent interpersonal abilities along with good oral and written communication skills
• A passion for customer service and above average patience and diplomacy
• Analytical abilities and business problems solving skills with a creative flair a plus
• Demonstrated ability to manage on-going business relationships
• Strong communication skills, creativity and a drive for results
• Ability to work under pressure and deadlines, and thrive in a multi-tasked, fast paced environment, whilst maintaining a focus on goals
• Knowledge of Excel, Confluence and Salesforce
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
• Professional, solution oriented attitude and work ethic
• Experience with Expedia Hotel systems is a plus

Work Place Support Manager Resume Examples & Samples

• People manager for Work Place Support Team, Customer Service/Reception Team and Contractor Supervisor
• Create and maintain clear procedures for handling tasks performed by the Workplace Support Team
• Work force planning and job rotation in Work Place Support Team and in Customer Service/Reception Team
• Responsible for the delivery of work place related services such as helpdesk, reception, switchboard, cleaning, restaurant and catering services, coffee machines, handyman tasks, internal transports, post & goods, laundry services and key system
• Manage hazards
• Budget and financial targets for Work Place Support
• Vocational education within Facility Management or equivalent
• At least 5 years of leadership experience and third party supplier management
• Highly accountable with a good ability to take initiative and create structure
• Service-minded with very good communication and collaboration skills
• Humble attitude and willing to take on operative tasks when needed
• Very good understanding and experience in health, safety, environment and other HSE regulations
• Good knowledge in Swedish and English, both verbal and written
• Ability to manage diverse projects impacting multiple roles and processes
• Good Understanding of CREB operating process and systems
• Strong Organizational Skills
• Manage the Business Support functions including but not limited to
• Administrative support (management of the administration team and the effective delivery of administration support across the office)
• Facilities (fleet/asset/equipment management, security and management of Critical Contractors)
• Management of accounts receivable and accounts payable, credit card purchases in line with office purchasing policy and budgets, and monthly credit card reconciliation
• Providing support to the Regional Leader with internal communications and change management practices
• Ensuring the effective coordination of office functions and events including training sessions, client events etc
• Provide project accounting support to our consultants specific to one of our key Western Australian clients. This includes preparing and issuing project invoices via our project accounting system
• Project management and provision of special local projects such as accommodation moves, building fit outs etc. as required
• Manage overhead/CapEx budget and provide detailed financial reports and information to the Regional Leader as requested
• Encourage and promote Golder values in all dealings with staff, including leadership in health, safety and environment
• Design the strategic direction for the product launch and support function
• Lead product launch and teams
• Provide direction and support in the following areas Production Support, Technical Launch Support, Customer Change Requests, Single Sign On (SSO), Customer Integrations, Sales Demo support
• Act as primary point of contact and SME within the product launch team
• Manage the customer relationship
• Point of contact for escalations raised, track remediation plans and process improvement initiatives arising from such escalations
• Implement process and procedures to improve IT efficiency and continuously improve production support in terms of customer satisfaction and adherence to service level agreements
• Represent the Technology team in customer engagements on as-needed basis
• 10+ year's experience leading and managing production support teams in online services / Internet-based systems
• Experience within an Agile environment
• Experience with Development and QA tools and techniques, bug tracking systems, test design, planning and execution
• Extensive experience of production support
• Experience of incident / problem management, escalation procedures and related disciplines
• Experience in managing/building relationships
• Stakeholder management experience
• Management of conflicting priorities
• Experience working with a virtualised team

Candidate Support Manager Resume Examples & Samples

• A background in Customer service and Administration – 2-3 years desirable
• MS Office competent – especially Word and Excel
• Experience in a role whereby you have built strong customer/client relationships
• Proven ability to influence others
• Familiarity with the Army possibly derived from a military background or family links desirable
• Clear communicator, confident on the telephone and email
• Organised and a Team player

Finance & Business Support Manager Resume Examples & Samples

• At least two years of experience on same position, single status
• Excellent both in oral and written English, Arabic speaking preferred and computer literate
• Analytical ability and able to reflect on one’s work as well as the wider consequences of financial decisions
• A graduate of any related college courses or a major in Accounting
• Candidates who are currently in the role of assistant manager in the accounting department and ready to be a department head are welcome

SAP Fico Support Manager / Lead Resume Examples & Samples

• Successfully partner with the global financial user community to manage the project portfolio and ensure alignment of initiatives with the respective technology solutions
• Provide strategic direction on new functions and technologies in support of the financial user community
• Ensure alignment of the team as well as the user community with the vision of SAP “Best Practice” and global standard processes, while assessing customer individual needs, meeting commitments and building internal and external partnerships
• Provide leadership and coaching to team members, by outlining the vision and direction for the organization as a whole and the team specifically
• Develop, plan, and manage team work activities; develop project plans; complete projects on time and on budget
• Continually build knowledge and stay abreast of current SAP functionality, capabilities and technologies. Ongoing education with regard to changing financial functions and legal requirements for the financial community is a must
• In depth understanding of the SAP system; functionality, configuration, and integration points of all modules in their business area (FI, CO) and related business processes
• In depth understanding of SAP development capabilities, understanding of ABAP development and interface requirements, capabilities and constraints
• Sound and accurate judgment; excellent verbal and written communication skills; excellent analytical and problem solving skills; excellent planning and organizing skills
• Travel as required for training, education, and on-site projects and implementations both domestically and internationally
• Strategic thinking and sound knowledge of the respective business processes (independent of the system aspect)
• Adept at developing system requirements, designing and prototyping, testing, training and implementing business solutions ,while achieving deadlines and budget goals
• Willingness to travel up to 25% domestically and internationally
• This position is available at three different career levels based upon experience, education, etc
• At least 7 years’ of experience in retirement plan industry with a leading TPA firm, or law firm, and/or retirement services firm
• Prior experience advising pension practitioners with ERISA compliance issues
• Plan administration or past third-party administrative (TPA) experience required
• Experience with ftwilliam.com products as a power user is strongly preferred, but not required
• Expansive regulatory and technical knowledge of retirement plans required, including
• Defined contribution (DC) plans
• Defined benefit (DB) plans (especially cash balance plans)
• 403(b) plans
• Nonqualified plans (409a, 457(b), 457(f))
• Non-ERISA plans (governmental, 403(b) and church plans)
• Knowledge of welfare benefit plans (wrap, POP, HRA, section 125 and section 132 plans) preferred
• Staff management/leadership experience
• Support the Business Line Manager and Business Line in business planning, budgeting, forecasting and follow up of the product line(s)
• Assist in collecting and supply of information and inventions for Product Development to product area
• Collaborate in the creation of a pipeline of opportunities to generate short and long term business opportunities
• Facilitate the identification and development of key strategic relationships with key stakeholders
• Engage and support Sales Area frontline via technical and commercial outcomes
• Compile and deliver, technically and commercially quote and bid packages
• Support Aftermarket Parts and service business
• Keep up to date with competitor activities and ensure market competitiveness
• Assist in the collecting and maintaining of market data of own and competitors activities
• Provide relevant external / internal training (application, technical, soft skills etc.)
• Ensure technical sales support within product line(s)
• Suggest and evaluate distributors, in cooperation with dealer manager if applicable ( discussions on where to add dealers to cover the market)
• Implement global strategies / initiatives into the product line in the sales area
• Communication with other Product Support Managers and Sales areas for leveraged experience
• Communicate business activities through CRM platform
• Identify and implement value add opportunities with customers
• Ensure customer satisfaction within area of primary responsibility
• Liaises between customers and Sandvik Mining to ensure all issues are settled in a timely manner
• Coordinates and secures specialized resources in line with customer requirements
• Provides the Business Line Manager with regular status reports on business activities, opportunity development and overall satisfaction of the customers base
• Complies with Sandvik Mining safety policies and applicable government, customer or industry regulations or requirements
• Identifies and reports any unsafe work practices
• Strives to find safer ways for customers to work with Sandvik Products
• Ensures team reports are working in a safe manner and following company policies and guidelines
• Ensures that all activities are carried out in accordance with Company Values and current company policies and procedures
• Takes responsibility for personal development and enhancement of skills
• Stays current on industry developments, competitive offerings and issues affecting sales and customers
• Proactively ensures community involvement at every regional Sandvik Mining location with the area of responsibility
• Highly organized and motivated self-starter who can deliver results with minimal direction
• Excellent relationship, team building and facilitation skills with the ability to drive collaboration across diverse groups
• Strong leader with the ability to proactively anticipate problems and execute solutions
• Able to balance multiple and competing priorities in an extremely fast paced environment
• Develops and improves upon procedures, processes and routines while ensuring compliance
• Proficient in Microsoft Office tools (Excel, Power Point, Word). Specifically
• Well-versed in Excel worksheet development and maintenance with the ability to use excel formulas to analyze, track compare and present information
• Ability to effectively present information in Power Point
• Experience with contract labor processes at Bank of America
• Experience with SharePoint site maintenance and development
• Experience with key Bank of America applications (e.g. Ariba, Fieldglass, VIPR, CA PPM)
• Demonstrated ability to develop, direct, and manage a group of people
• Ability to organize, prioritize and schedule work assignments
• Versed in employee development and performance management skills
• Ability to develop, plan, and implement short- and long term goals
• Proven ability to manage reporting and analysis
• Demonstrated passion for delivering a positive Customer experience
• Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units
• Manage and drive staffing plans, cost analysis for the team
• Recruit, develop and coach associates, advisors and supervisors
• Demonstrated team building skills: within own team/across other teams
• Demonstrated ability to apply knowledge to specific communications to both internal and external audiences
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to review policy process via computer-based database as necessary to provide written and/or oral answers or solutions to customers
• In depth knowledge about our seller platform is a requirement
• Work in an international environment
• Language Skills: Fluent German and English

Project Integrated Logistic Support Manager Resume Examples & Samples

• Collaborating with project stakeholders to define, develop and deliver multi-disciplinary ILS and LSA tasks and to advise project management on technical and logistics element planning and implementation
• Leading and/or undertaking relevant Logistic Support Analysis (LSA) activities (e.g. LORA, FMEA, RMA Analysis, Spare Parts Dimensioning, Training Needs Analysis, etc.)
• The development and management of warranty support & repair claims through the life of the project
• Authoring and maintaining all project ILS plans, technical data/documentation, technical data lists, technical training plans, maintenance / warranty support plans, and maintenance procedures
• Managing the development and delivery of both project specific and standardised training programs relevant to delivering support infrastructure
• Assuming full responsibility for SCM, including the import/export of materials as it applies to the delivery of ILS for international projects
• ILS and Support contract cost updates, quantitative risk assessment, trade-off strategy development
• Negotiation with customer and third parties for all ILS and support services matters
• Leading the development, implementation, maintenance and continuous improvement of ILS management systems, processes and procedures
• Degree qualifications in Engineering or Business discipline aligned with the role
• Proven experience in the delivery of an ILS Segment / Work Package at the systems of systems level
• Comprehensive understanding of life cycle management in the delivery of MRD, CM, and RMA analysis for large scale mission critical IT systems
• You excel when it comes to negotiation and your customer orientation (internally and externally) cannot be faulted
• Experience in delivery of ILS programs in a defence environment will be advantageous
• Investigate all technical and project related queries and place or progress tasks as required to provide a resolution within target time scales
• Monitor and progress all urgent spares demands, repair tasks and requests for assistance
• Ensure that a timely and appropriate response is given to all helpdesk queries
• Liaise with the Supply Chain Managers and authorise stock purchase and repair activity within delegated limits of liability
• Progress repairs and other relevant sub-contractor activity in order to meet performance deadlines
• Plan and manage all modifications to those Sonar systems within his remit
• Pro-actively manage obsolescence of those Sonar systems within his remit
• Act as the primary point of contact for those systems within his remit
• Identify and report any potential cost savings measures through the Service Delivery Manager
• Identify and report any potential Business opportunities through the Service Delivery Manager
• Ensure that an equipment ‘Safety management System’ is maintained in accordance with the UEWPT, for all systems supported by this role
• Proven Project Management capability
• Experience working in an MoD Support Environment
• Understanding of Royal Navy (RN) Support Requirements
• Appropriate Technical background
• Recognised Engineering Qualification or extensive experience
• Prepare financial analysis of hotel operations including variance explanation and make recommendations to ensure the achievement of business goals
• Ensure all accounts are reconciled on a monthly basis and oversee the process of credit extension and collection of overdue accounts
• Review rates and recommend rate strategy to the General Manager; participate in sales strategy meetings
• Manage accounts payable to balance cash flow and reputation with suppliers
• Analyse ROI for capital projects prior to committing funds and upon completion determine if anticipated results were achieved
• Maintain relations with outside contacts including owners, asset managers, guest, and regulatory agencies, others as needed
• Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction
• Develop and implement financial control procedures and systems; maintain documents for audits of hotel accounts and inventories; ensure ethical accounting practices in compliance with government regulations and contractual agreements
• Distribute outlook and forecast information as an up-to-date management tool for departments to identify cost savings
• Review operating equipment stores to avoid unnecessary/excessive purchases and to eliminate and or be aware of slow-moving items
• Bachelor’s degree / higher education qualification / equivalent in Accounting or Finance and three years in hotel accounting or internal audit with one year in a supervisory role, or an equivalent combination of education and experience. Must speak fluent English
• Experience in the GCC region in a branded environment
• Seeking a highly confident self-motivated individual with a drive for results to be completely accountable for the finance function in this great hotel
• 5+ years of work experience building out reports, presentations, organizational charts, etc
• Must be very detail oriented with strong analytical skill set as well as self starter, ability to work independently and good interpersonal skills
• Advanced skills in Visio, Excel / MS Project / SharePoint/ Power Point
• Financial Services experience preferred
• Greenbelt and/or PMP preferred

Deal Support Manager, South Resume Examples & Samples

• Engage with and support Sales, Sales Operations and Commercial Operation teams early and upfront in the sales cycle assisting with financial non-pricing related deal structuring of multi-element arrangements including sale orders, lease orders, Professional Services and Maintenance orders to maximize win probability by offering business finance alternatives on complex arrangements; and optimize the timing of revenue recognition while adhering to Company policies
• Support the Managed Cloud Solutions (formerly MSS, MSU, Cloud) initiatives as requested
• Assist with the review and development of financial T&C’s involving those terms that deviate from the Company standards and any terms affecting the timing of revenue recognition, as applicable
• Assist with the structure and review of Enterprise License Agreements (ELA’s) including any required Finance T&C’s
• Participate in the financial non-pricing related aspects of Request For Proposal (RFP) responses as required
• Review and approve all orders and contracts that fall under the role assignment for proper revenue recognition
• Ensure all assigned transactions have proper documented approvals for any nonstandard financial T&C’s. Ensure all assigned deals are evaluated for compliance with VSOE, SOX and HDS policies
• Responsible for the final review and submission of the Insight Deal Checklist for all assigned orders and for completion of the Large Deal Summary defined in the Revenue Recognition Corporate OTC policies. This includes providing all supporting documentation to substantiate the Company’s revenue recognition position
• Review and approve Professional Services SOWs in a bundled multiple element arrangement to determine and document any issues from a revenue recognition or VSOE perspective. This includes obtaining proper contract documentation for SOWs for recognizing revenue timely on multiple element arrangements
• Support internal and external financial audits and Sarbanes Oxley (SOX) deal related audits
• Assist with training the Field Sales and Sales Operations personnel on Finance policies and practices
• If a Manager, may have dotted line or mentoring responsibilities for a Deal Support Analyst
• Demonstrates HDS’ core values (Customer Focus, Community, Openness, Ownership and Leadership)
• BS/BA in Accounting, Finance or Business Administration
• CPA, CMA or MBA or equivalent qualifications preferable
• Minimum of five years’ experience in other finance or deal support related functions
• Experience in US GAAP revenue recognition
• Demonstrated ability to partner with sales colleagues to achieve success
• Demonstrated ability to proactively engage others to overcome obstacles and provide alternative solutions
• Expert user of Microsoft Office suite of products (Excel, Word, PowerPoint)
• Proficient use of financial modeling tools and concepts is a plus
• Ability to work independently, while prioritizing many complex tasks in order to meet deadlines as well as working with a remote team
• Experience in influencing and communicating with multiple levels of people, both within and outside the company
• Fluent in English; Spanish is preferred
• Strategic development of facility needs for Commercial Term Lending (CTL), Real Estate Banking (REB) & Community Development Banking (CDB)
• Directly managing real estate projects (relocations, moves, renovations) and representing the interests of the CTL, CDB & REB LOBs
• Management and maintenance of the seating profiles/floor plans for CTL, REB & CDB
• Coordinating with GTI on technology projects impacting locations such as server upgrades and technology replacement
• Regular reporting to business executives on real estate projects and initiatives
• Coordinating with Finance on budgeting/forecasting of real estate projects and CLS projections as well as real estate cost allocations
• 3-5 years related experience
• Strong interpersonal skills and ability to develop effective partnerships
• Strong project planning/management abilities

Asst.finance & Business Support Manager Resume Examples & Samples

• Prepare hotel and department budgets and financial forecasts and reporting
• Maximise cash flow performance of the hotel through controls on inventory (avoid excessive supply), credit and collection, disbursements, deposits and remittances
• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
• Educate and train all team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Perform other duties as assigned. May also serve as manager on duty
• Most preferably single or Married with one child

Overnight Support Manager Resume Examples & Samples

• Adheres to all company policies and standard operating procedures
• Other responsibilities may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals
• Ability to compute rate, ratio and percent
• Ability to determine the number of individual things in a unit or group
• Ability to understand the meaning of written or printed matter and to record information by inscribing characters or symbols. The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions
• The Associate is regularly required to walk or stand
• The Associate must regularly lift and/or move up to 27kg (60lbs.)
• The Associate will be required to perform tasks involving firm grasping
• The Associate will occasionally be required to bend, twist or squat
• The Associate will be involved in frequent repetitive hand actions
• The Associate will be required to reach above shoulder height and below waist level
• The Associate will be required to have sufficient co-ordination (i.e. placing and screwing in small washer on bolt, picking up a paper clip, etc...)
• Job Title:* Overnight Support Manager
• Req ID:* 752599BR
• Canadian Cities:* Edmonton
• Store Location:* 110 Watt Common SW
• Req ID:* 755289BR
• Canadian Cities:* Slave Lake
• Store Location:* Highway 2 & Main Street
• Employment Type:* Hourly FT
• Req ID:* 760687BR
• Province:* Nova Scotia
• Canadian Cities:* Digby
• Store Location:* Highway 101 & Route 303
• Req ID:* 760163BR
• Province:* British Columbia
• Canadian Cities:* Burnaby
• Store Location:* Lougheed Highway & Austin Road
• Req ID:* 762678BR
• Canadian Cities:* Saint-Hyacinthe
• Store Location:* Autoroute 20 Et Boul. Laframboise
• Req ID:* 763557BR
• Province:* Ontario
• Canadian Cities:* Guelph
• Store Location:* Guelph S :: 175 Stone Road W, Guelph, ON N1G 5L4
• Req ID:* 763331BR
• Canadian Cities:* Tsawwassen
• Store Location:* Tsawwassen #1181 :: 5143 CANOE PASS WAY Tsawwassen BC V4M 0B2
• Req ID:* 763566BR
• Province:* Manitoba
• Canadian Cities:* Dauphin
• Store Location:* Main St. S. & Whitmore Ave E
• Req ID:* 763713BR
• Canadian Cities:* Surrey
• Store Location:* 150 Street & 102A Avenue

HNW Business Support Manager Resume Examples & Samples

• 8 years’ experience in HNW insurance business with good universal life knowledge/skills
• Excellent knowledge about market operations and distributions management
• Good negotiation and presentation skills
• Good command of spoken and written English and Cantonese, Mandarin is a plus
• Translate Enterprise and GMT business strategy/requirements into programs and effectively communicate and roll out requirements to GMT groups
• Build and manage relationships across GMT groups and external stakeholders
• Perform data analysis to drive and inform recommendations
• Summarize data to provide and deliver effective presentations
• Present recommendations and facilitate senior management discussions
• Serve as the single point of contact and escalation point between the GMT teams and stakeholders
• Manage and implement governance processes to close issues and minimize risk
• Drive process efficiency and execution across GMT
• 3+ years professional experience analytical/project management role
• Strong analytical skills and ability to quickly assimilate facts and adjust to changing conditions
• Strong leadership skills; team player /mentor/ motivator /thought leader who is able to bring together people and perspectives to reach new solutions, build confidence and trust with colleagues across all levels of the organization
• Outstanding communication, influencing and presentation skills
• Excellent proficiency in MS Office particularly Advanced Excel skills (V Look up, Pivot Tables and Macros)
• Ability to work in a high pressure and changing environment
• Working knowledge of ITIL and COBIT frameworks
• Testing frameworks and implementation of testing processes
• Ideally knowledge of BAML processes and tools
• Develop 24x7 support channels and workflows that provide a world class resolution experience at scale for video content creators around product use, insights, and issue resolution
• Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, sales, product management and other operational teams at Facebook in order to implement optimal solutions to Media Product related problems as well as outsourcing needs
• Partner closely with the Product Delivery teams to execute seamlessly on our strategy and priorities across each business line and product area
• Identify best practices and trends in the outsourcing landscape to benchmark our processes and practices
• Provide mentorship, guidance and career development to members of their team
• Identify trends and key insights to drive impact to team goals including product, user experience, and operational efficiency
• 8+ years of experience in online operations/consultancy/analytics or related industries
• Experience leading and developing performing teams
• Proven ability to make sound business decisions
• Ability to communicate the results of analyses
• Experience with problem solving and the potential for innovative solutions that online marketing has created
• Experience working with global teams
• Vendor management experience
• Experience in a start-up environment
• Translate Country strategic plans to clear District operational plans with priorities, accountability and clearly communicate them to the team
• Execute and lead by example on culture of customer passion, driving valuable outcomes, escalated issue resolution and provide feedback to develop and drive customer centric programs
• Develop and lead Innovation projects, take risks, promotes change and drives customer centric culture
• Understand financial metrics and continually drive for operational efficiency while managing costs
• Meet/exceed service financial objectives as specified in targets
• Responsibility for Revenue Generation and Order Growth shared with Service Sales Division
• Develop-Recruit world-class Employees capable to constantly adapt to Market and Business requirements
• Maintain pool of Talents and drive People Development
• Assure people engagement and employee satisfaction
• Set/Communicate Performance Goals, Strategies and results
• Ensure we have the right people for the right jobs, optimizes capacity and capability to match business needs and manage poor performance
• Works closely and partners with Sales and other internal business partners to ensures win-win outcomes and drive business growth. Manage conflicts. Always put customers first
• Build relationships both internal and external. Leverage individual and cultural diversity. Build technical talent pools and resource plans. Speak with impact and influence. Write effectively and have a Continual Learning Attitude
• Maintain Capacity and Capability of Technical Resources that supports Business Growth, strategic direction and Customer Requirements
• Have thorough knowledge of daily service operations and how to optimize delivery and is able to make quick and sound daily operational decisions
• Drive compliance to delivery processes. Lead use of Quality tools to improve processes. Use technology effectively
• Deliver on Operational metrics like Response Time, Repair Uptime, Utilization, Customer Satisfactions Survey, PM on time completion. Manage within cost targets
• Managing a team of Field Service Engineer across multiple regions
• Directing and managing resources to implement tactical business plans and programs/ projects
• Developing and implementing solutions to resolve department issues
• Bachelors or Master Degree or University Degree or equivalent plus directly relevant experience as a manager, supervisor and/or individual contributor

Consumer Care Support Manager ANZ Resume Examples & Samples

• Ensuring spare parts distribution is in place to meet our business objectives and facilitate the supply of spare parts across Australia and New Zealand
• Providing backup and support for the Network Operations Manager as required and also supporting the Consumer Experience Manager
• Taking ownership of our Consumer Replaceable Parts (CRP) online store. Working closely with all the stakeholders to ensure the required parts are available. Also closely monitoring and reporting on the financial performance of the CRP Shop
• Providing technical support and training for the warranty claims system, responding to all complaints within 24 hours and close all complaints with 5 days and resolving customer complaints and support enquiries, quickly and efficiently
• Training all the stakeholders on the Safety process and procedure, reporting safety incident is reported and logged in the system within 24 hours

Engineering Business Support Manager Resume Examples & Samples

• Process Engineering
• Site Electrical Infrastructure
• Site Energy Management
• Responsible for assigned Engineering team, including performance management, prioritisation of resource assignments, recruitment, mentoring and supervision
• Champion effective employee relations and communication within the department, while demonstrating a flexible management style
• Promote a positive employee environment by open communication, engagement and development of team members
• Select and develop a talented and competent team of Engineering Professionals
• Coach and mentor team members and others outside of the designated team
• Develop SMEs (subject matter experts) as necessary to both foster initiatives in strategic areas
• Agree and drive engineering excellence by setting clear direction and expectations for performance. Take appropriate and timely corrective action if adverse trends begin to emerge
• Prioritizes and drives execution of multiple complex departmental projects
• Provide leadership and direction to team on process improvements, address obstacles, provide resources and interact with other areas of the organisation to assist the team in overcoming problems and streamlining the work process as part of a structured continuous improvement program
• Works proactively with site management peers and site leadership to deliver business objectives
• Development of a world class-manufacturing group that is proficient in process improvement and problem solving
• Collaborate with the Capital Projects Team to ensure that all new projects are introduced into production in compliance of site standards and are operationally successful
• Development of, and management of spend against departmental budgets
• Lead and/or represents the function in periodic business metric reviews
• Initiates cross-functional/site partnerships to identify and resolve engineering issues
• Actively interfaces all other MSD sites, 3rd part Vendors / Suppliers in pursuit of achieving business targets
• Observing the Quality and EHS Management Systems requirements on site at all times
• 10+ Yrs Industry Experience with 3+ Yrs working in a similar role
• Solid business and engineering acumen
• Proven Track Record in People Development
• Degree qualification (Engineering, Technical)
• Masters or Lean Six Sigma qualification is an advantage
• Proven track record of delivering to goals through leading, development and coaching teams
• Good knowledge of GMP / FDA regulatory requirements and current Health and Safety Regulations legislation
• Project Management skills would be a distinct advantage

Franchise Performance Support Manager Resume Examples & Samples

• Lead annual strategic meeting with each owner/GM to discuss hotel performance, set performance goals and develop strategic plan for the year
• Contact and consult with hotel operators and hotel management company staff (and owners, if needed) of franchised properties on performance across the Winning Metrics (including but not limited to specific revenue opportunities (RevPAR, RGI), sales and marketing, channel strategy, guest experience, operations) via bi-monthly virtual performance consulting calls
• Develop action plans with hotel owners and operators to implement/execute on strategic plans
• Answer inbound inquiries and requests from owners and hotel leadership in portfolio across all areas of hotel operations and performance (e.g., revenue management, operations, new initiatives, standards). Work with internal departments to bring resolution
• Assess hotel performance issues and deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to consult on highly technical/specialized issues at the portfolio or individual hotel level
• Lead market meetings and Owner conference meetings to cover broad performance issues, provide face-to-face contact with hotel leadership and owners efficiently
• Contact Development to share information about potential growth leads from owners in portfolio
• Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation. Keeps these teams apprised of any special circumstances at the hotel or with the owner
• Contact key hotel personnel on outbound call activity to support revenue-generating activities of the Hotel Operations teams
• Contact owners when hotel has entered any IHG compliance processes or about IHG’s plans as a hotel nears the end of its license term
• Provide input at FAC and FCC regarding licensing or termination of hotels in their portfolio
• Stay abreast of all IHG interactions with hotels and owners/management companies in assigned portfolio
• 4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training
• Demonstrated expertise in commercial areas: revenue management, sales and marketing, channel strategy
• Ability to collaborate/coordinate Specialists to direct services where most needed
• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication
• Demonstrated ability to keep current with industry trends/changes
• Lead and oversee the finance team to deliver accurate month reporting
• Coach, mentor and ensure the finance team to setup the financial systems within the hotel
• Work collaboratively with the other department to achieve optimal financial result
• Bachelor's degree in engineering, or equivalent education and experience
• In a senior profile, ideally 10+ years of experience in International Customer Service or leadership experience
• Broad technical skills and Clinical knowledge of Medical products experience (respiration, ECG,IBP, NBP, Temp, CO, CO2)
• Must be able to influence product design, propose, champion, deploy innovatives and profitable service or portfolio strategies
• Excellent customer satisfaction and teamwork skills
• Excellent organizational skills and ability to be productive in an interrupt driven environment
• Experience in working with international markets

Contract, Commercial & Bid Support Manager Resume Examples & Samples

• To act in support of Commercial Managers, Contract Managers and Business Managers
• To perform tasks that contribute to the development of a proposition or performance of the contract, this may involve regular interface with the customer but is essentially indirect contact via senior Client Management roles
• To provide functions such as billing, data collection, risk management, change control management, document management etc
• The Business Support Manager (BSM) is responsible for supporting the Category Director in developing and carrying out the Category Business Plan (CBP)
• Supports execution of category strategies and initiatives; delivers against period, quarterly and annual forecast
• Coordinates working plan for team derived from annual & quarterly category merchandising strategy
• Actively reviews scorecards to bring consumer insights and trends into actionable plans
• Oversees Profit and Loss Statement Review and Budgeting for Category(s)
• Compiles market, supplier, and consumer information
• Provides input to departmental leadership on ad space allocations by department/banner
• Participates in review of full assortment and provides input into national and local vendor recommendations
• Disseminates information in accordance with pricing guidelines/tactics; reviews/recommends prices for national vendor items; maintains sensitive items list
• Bachelor’s degree preferred. Relevant work experience required
• Previous experience in store operations preferred, or experience with similar exposure to operations and merchandising
• Must have a strong knowledge base in supermarket retail and an understanding of consumer behavior in relation to product performance; must carry a detailed understanding of cause-effect relations between operational levers and performance
• Experience in successfully leading, motivating and monitoring performance; strong client management skills, particularly working with vendors; ability to partner with the banners as a team
• Proven understanding of financial reports, including prior experience with profit and loss statement responsibility
• Excellent written and verbal communication skills as well as interpersonal skills to develop and maintain effective business relationships within and outside of the company
• Well developed computer aptitude with proficient skills and knowledge of Microsoft Office
• Strong client management skills, particularly working with vendors; ability to influence and lead effective partnerships with the banners

MIS Support Manager Resume Examples & Samples

• Providing project management support to the PSM MIS team
• Ensuring project management standards across all MIS interventions are adhered too
• Coordinating across all PSM teams to ensure all stakeholders are informed and updated on current status of all MIS interventions
• Support all MIS interventions for Systems Strengthening and Global MIS teams
• Understand technical components of a SPM MIS portfolio and communicate project management requirements to both operations and technical client audiences
• Serve as the internal central point of communication around project status, progress toward meeting milestone dates, and status of project issues and risks
• Demonstrate appropriate level of tenacity in making sure project tasks get completed on schedule, resolving issues, and building internal relationships to help move projects forward
• Smartly informs product, process, and project enhancements to improve MIS operations and solution delivery
• Define, document, and implement project management best practices and process improvements
• Represent MIS team effectively in cross functional groups and client meetings
• Provide project support oversight to vendor supported activities to ensure delivery of high-quality product, in accordance with the specifications; ensure user compliance to specifications and recommendations
• Develop and manage user trainings, update and maintain all technical project related documentations
• Assist with the development of project/country work plans and with monitoring progress against the work plan deliverables, and with reporting requirements
• Assist in identifying opportunities and coordinating projects work with other partners on medicines management issues or other relevant areas
• Bachelor’s Degree along with 8 years of technically relevant work experience in management information systems required; alternately a Master’s Degree plus 6 years of experience; JD plus five years of experience; Ph.D. plus four years; or 10 total years or more of related work experience in the above areas may be considered in lieu of degree
• Minimum 5-8 years of relevant work experience supporting MIS programs
• Technical certifications in Project Management, or familiar with current project management tools and methodologies preferred
• A good understanding of technical concepts and software development processes combined with the ability to work across teams, stakeholders, and partners in implementing complex programs
• Excellent interpersonal, written, and oral communications skills; proven diplomatic and public relations skills
• Fluency in written and spoken English required
• International travel as required ( 15%)
• Ability to multi-task and prioritize tasks
• An active Top Secret U.S. Security Clearance
• Previous experience facilitating or leading instructional design projects
• Previous experience in a leadership role
• Prior experience developing training material
• Prior experience as a classroom instructor

Region Engine Support Manager Resume Examples & Samples

• Accept ownership and manage all MX engine issues that arise within his/her region
• Track all open cases in the region to insure timely communication and action plan to get truck back in service
• Accept role as coordinator between engine support center and MX engineering when higher level assistance is required
• Communicate resolution path to dealer
• Travel to the truck in question when hands on assistance is required
• Follow case through until issue is resolved
• Act as first contact for our DSMs when they need further assistance or information pertaining to any MX issues they are involved with
• Insure that all resolved cases are closed out in a timely fashion and all pertinent information is included in the case write ups
• Disseminate information to the DSMs as current issues are resolved as well as the status of new emerging issues and what is being done to address them
• Contact person for dealers in the region when they have questions or concerns working with Davie or navigating through Rapido
• Responsible for dealer/customer presentations that would support the MX product
• Would be the primary company representative at regional trade shows and truck association meetings
• Track and insure that each full service dealer location within the region maintains the required number of MX certified technicians to support the product in their APMR
• This individual will not have any dealer location responsibilities but will stay focused 100% on support of the MX engine
• 30% to 50% travel required
• Min. 5+ years of industry-related experience
• Proficient in Excel and Power Point
• Mechanical aptitude with strong background in electronics

Install / Warranty Support Manager Resume Examples & Samples

• Ensure orders are reviewed, placed accurately and on time
• Understands and actively supports individual markets specific strategies ensuring seamless customer service and service level standards are exceeded
• Work cooperatively with Installed Production Managers, supporting front end processes and administrative job management
• Minimum education required— High School Diploma or GED
• MS Office and Computer literate
• Review end to end current support processes and provide concrete plans to fill gaps, implement improvements, increase customer satisfaction, and achieve overall execution excellence for the Power Digital Support function
• Develop reports and dashboards on support operational metrics (case statistics, customer support status, SLA, system availability, etc.) that effectively deliver actionable insights and foster resolution by providing timely, accurate and relevant information
• Develop and drive requirements for ServiceNow and Customer Portal implementations
• Implement and manage escalation and Critical Accounts processes
• Develop a comprehensive internal and external communication strategy to keep our customers and stakeholders engaged and informed about Support processes and Case status
• Coordinate notifications and planning for fixes, releases, maintenance and system outage activities both Cloud and OnPremise software solutions
• Develop, implement, and track an end to end change control process across all environments and products
• Design a holistic customer self service strategy to empower our customers and delivery teams
• Develop product council operating rhythm across product owners to deliver quality and timely solutions to our customers
• Identify, analyze and drive improvement programs around systematic product & infrastructure failure points impacting customer experience and Support team productivity Manage and drive continuous Support team productivity improvements
• Provide timely and proactive communications on significant issues and developments
• Possible travel to customer locations in support of commercial teams or resolution of field issues
• Bachelor’s degree in engineering, computer science, or related field
• 5 - 10 years in Enterprise Software Support, or Support Operations
• 3 - 5 years process implementation, process documentation, process tracking/evaluating
• Demonstrated ability to meet timelines, goals, and work independently
• Strong SQL query skills to quickly determine where issues are happening and uncover their root cause
• Experience working with and helping customers
• Experience working in a complex matrix environment influencing prioritization and results
• Personal accountability and resiliency to own and drive issues through resolution
• Strong oral and written communication skills, ability to quickly analyze technical information and summarize it to address different audiences: engineering, customers and executive management
• Experience working with power plant employees and the power generation segment
• Quickly Learns & Understands business objectives and drives specific tasks required to meet the objectives
• Understands GE's products, capabilities and limitations in sufficient detail to be able to solve customer issues in a timely manner
• Customer-first attitude / One GE attitude. Measures processes and performance through the customer's eyes
• Works proactively with all team members to share knowledge
• Displays good interpersonal skills - is accessible and approachable
• Anticipates customer needs and ensures that they are met
• Communicates messages clearly and concisely
• Builds loyalty and commitment
• Governance of user access for colleagues throughout Commercial Operations
• Will manage / oversee projects and department initiatives requiring coordination with business partners; may perform other duties as assigned to ensure timely completion
• Maintenance of Market Data license inventory in compliance with regulatory requirements
• Reporting of productivity, quality and other ad hoc requirements in an accurate and timely manner
• Oversight of the performance of routine, complex reviews of business system access to mitigate risk as well as perform moderately complex analysis to identify and resolve process level issues
• Will assist in the development and implementation of policies to maximize efficiency and quality customer service
• Will assist in mitigating operational issues as needed
• Will be a role model to drive customer service values and effective management of business partners' concerns and issue resolution
• Will set expectations of customer service delivery and ensure all team goals are met and/or exceeded
• Solid knowledge of Citizens Bank applications and systems
• Superior time management skills
• High level communication skills
• Solid project management skill
• Strong understanding of the compliance/regulatory environment
• Advanced knowledge of corporate policy, laws and regulatory requirements within area of responsibility
• High energy level and strong work ethic with the ability to work in a dynamic environment, influencing others to achieve a high preforming team; empowered to make critical decisions where needed
• Minimum of 5 years financial industry experience
• 5+ years Operations experience
• Working knowledge of MS Office products including Powerpoint
• Financial Management – Interpret/analyze results versus financial plan at the team level and drive accountability in organization while developing and maintaining initiatives to mitigate financial risks
• Process Design – Design and own centralized governance and oversight for centralized Fraud Operations processes to ensure consistency in application across Fraud Operations and Ops as applicable
• Colleague Engagement – Champion the colleague experience through analysis of YFB and regular feedback routines. Perform root cause analysis, form action teams and implement improvements
• Communications – Develop, implement and sustain a Fraud Operations communications strategy to ensure that colleagues, partners and stakeholders are proactively receiving key messages on strategy, changes and results
• Customer Experience – Champion the customer experience through proactive review of all processes, programs and communications for customer impact. Ensure consistency across channels and products in customer messaging. Proactively identify opportunities for change that add value and align with business strategies and enhance the customer experience. Partner with managers, colleagues, Operations Liaison and the Citizens Bank Customer Experience team to identify areas of improvement. Perform analysis of customer care complaint data from all sources (internal, regulator and vendor), drive to root cause and develop solutions to improve processes and ensure customers receive superior service in alignment with our Credo and Values. Provide oversight and management of the key improvements
• Initiative Management – Lead overarching initiatives for Fraud Operations as well as Ops and enterprise level initiatives that impact Fraud Operations and ensure delivery on time, on budget and with planned benefits
• Issue Management – Create a centralized intake, response and communication process for issues, exams and notices from internal and external reviewers
• Experience planning and managing significant change within a corporate environment while operating at all levels within the organization
• MS Office proficiency – with strong PowerPoint and Excel skills
• Excellent ability to digest information and create succinct executive level presentations
• Excellent interpersonal and organizational skills with the ability to work effectively as a team member
• Ability to build relationships, and effectively communicate with partners and teammates
• Ability to make informed decisions in timely and efficient manner
• Strong organizational, marketplace and global awareness
• Highly effective networking and relationship building skills
• Commitment to development and advancement of highly-skilled and diverse workforce
• Act as an agent for positive change
• In depth knowledge of understanding of business planning, risk management and control methodology
• 3+ Years of leading people across a range of teams
• Thorough understanding of overall strategic objectives for Business Services and Citizens Bank
• Experience in leading coaching and motivating people and high level communication and influencing skills
• Experience in planning and coordinating diverse activities
• Experience in leading coaching and motivating people and high level communication and influencing skill
• Analyzing and solving complex operational, systems-related and/or customer issues
• Creating and/or maintaining databases and management reports, interpreting data and identifying trends
• May also include the reporting of productivity, quality and other ad hoc requirements in an accurate and timely manner
• Performing routine, complex analytical review and postings of data and/or documentation which may include customer data and/or review for fraud/risk activities and/or perform moderately complex analysis to identify and resolve process-level issues
• May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service
• May manage projects and department initiatives requiring coordination with other teams, process improvement projects and may perform other such duties as assigned including trouble shooting operational issues
• Customer Service: Be a role model to drive customer service values and effective management of customer concerns and issue resolution and set expectations of customer service excellence delivery, while ensuring all department SLAs are met and/or exceeded
• Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience as well as being flexible to react and/or implement change initiatives
• Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate
• Commercial Payment applications processing knowledge
• Self thinker able to work through issues and escalate only when appropriate
• Minimum 1-2 yrs previous experience as a Business Systems Analyst (including technical/requirements development) preferred
• Knowledge of Accounting principals
• Advanced understanding of business and operations analyst responsibilities
• Advanced understanding of Microsoft Office applications to include Excel, Word, Outlook and Power Point
• Strong research/investigation skills
• High level influencing skills
• WSS Knowledge and MTS Swift ADM knowledge
• ACH and PEP knowledge
• BankTrade knowledge
• Solid knowledge of bank applications and systems (ORACLE, EPOST, ADI)
• Strong knowledge of GL processing and flow, including ePost and ADI functionality
• Ability to initiate and support process improvement activity and help to embed a culture of continuous improvement
• Ability to support others through development and coaching
• 5 + years Operations Experience, with 2+ year’s supervisory experience
• Minimum 5 years financial industry experience
• High energy level and strong work ethic and ability to work in a dynamic environment

IT Integration Support Manager Resume Examples & Samples

• Hire, develop and lead a team of integration developers/analysts, providing architecture guidance and mentoring as required
• Supervision of Integration developers and analysts with respect to quality assurance, training and productivity
• Function as product and/or project manager as the development effort requires
• As required, work closely with Beaumont Health business partners
• Oversee product development from concept to release and ongoing maintenance/support
• Provide technical direction, guidance, and hands-­on management to team members
• Ensure the technical infrastructure strategy, configuration and management allows for a fast, resilient and scalable interoperability environment
• Establish and evolve consistent technology frameworks, platforms, standards and processes that enable developers to implement state of the art solutions
• Research current and future integration and HIE development trends, implementing as appropriate
• Oversee the creation of team deliverables (including architecture and technical design documentation, code, test plans/cases, release plans)
• Reviews, analyzes, evaluates and develops service requests to meet customer needs
• Documents all build activities in conjunction with updating internal and vendor provided applications specifications
• Assist or coordinate the development of test script, policies and procedures
• Performs integration and unit testing
• Plan and/or assist in presentations/training to co-workers and customers of interface functions
• Provide consultation to participants on projects or service requests
• Demonstrates expertise in a variety ofhealthcare integration concepts, practices, and procedures
• 7+ years in a professional capacity within the healthcare I.T. integration development environment, with a demonstrated progression in responsibilities and experience
• 2+ years in a team lead/management role
• Ability to prioritize, multitask and work within budget and deadlines
• Strong analytical/problem solving skills and abilities
• Demonstrates knowledge of project management methodology
• Customer service driven
• Flexibility and dedication
• Proficient in interface engine/HIE concepts and technologies. Cloverleaf and Ensemble experience a plus
• Performing code reviews, developing and adhering to coding standards
• Mentoring junior team members in utilizing new technical skills
• Communicate open dialog on current project status, risks and challenges and create project estimates

Merchant Support Manager Resume Examples & Samples

• 3+ years of experience providing outstanding service in team management for a team of 25+, preferably in food-service, hospitality, or retail
• Ability to plan staffing levels based on provided forecasts and manage all aspects of team scheduling including same day adjustments
• Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
• Provide oversight and direction to the employees in accordance with our policies and procedures
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Empower employees to take responsibility for their careers and goals. Delegate responsibility and expect accountability and regular feedback
• Manage the overall operational, budgetary, and financial responsibilities and activities of the Merchant Support Team in conjunction with our Site Director
• Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively
• Ability and desire to manage our Merchant Support Team including some nights, weekends, and holidays
• Technically savvy with Mac experience
• The ability to listen and quickly get to the bottom of an issue

Infusion Support Manager Resume Examples & Samples

• BA/BS Degree is preferred, a nursing or strong clinical background is desired
• Previous commercial and/or clinical experience with IV infusions is required
• Previous MS and/or infusion experience strongly preferred
• 3-5 years previous experience in a field-based commercial or medical role in a pharmaceutical or biotech company desired
• Familiarity with reimbursement for infused therapies required
• Excellent cross-functional collaboration skills, including the ability to collaborate across functions in a field-based role
• Outstanding interpersonal skills, including building strong working relationships, and managing and resolving conflict
• Strong organizational skills and ability to adapt to change and react constructively in a high-energy and fast paced environment
• Familiarity with managed care and particularly “buy and bill” therapy strongly preferred
• Coordinate and ensure that all daily reports are issued timely and accurately presented
• Participate in the recruitment and training of new Colleagues & Supervisors
• Deliver training and assist Director, Finance in driving Colleague Engagement
• Conduct probationary and formal performance appraisals in line with company policy
• Follow all safety policies
• Minimum 2 years of experience in same position
• Strong interpersonal and problem solving abilities

Branch Support Manager Resume Examples & Samples

• Help to provide end to end service support to Consumer Banking (CB) in new product development & system projects/enhancements
• Help to carry out PDLC activities to meet user requirement & expectation
• Gather user requirement & make analytical recommendation
• Coordinate & negotiate with various parties including IT, branch, operation unit, control unit to provide end to end solution for product/system rollout
• Conduct system development/enhancement testing
• Prepare documentation including user requirement request, test plan, implementation plan etc
• Recommend solution to outstanding issues or risks
• Escalate problems, if any
• Monitor tasks timeliness & overall schedule
• Look after System rollout
• Perform post implementation review & gather user feedback for Improvement
• Provide branch support
• Provide daily necessary support to branch frontend users, including teller, RM, TCM and so on
• Provide daily necessary support to backend team, including product team, T&D, BOS regarding enquires, solution discussion and so on
• Help to take care of the CBG systems performance, recommend solution to improve reliability, efficiency & control
• Help to strengthen the system & to enhance system features in meeting group policies on compliance & control
• Act as user representative to
• Familiar with consumer banking product and CRM management system
• Preferably with project management experience & skill
• Knowledge on banking policies, operation procedures, risk control requirement prevailing laws/regulations and compliance standard
• Good understanding on the system applications and preferably with some technical knowledge
• Perform process walkthroughs, analyze operations processes and design new robust processes complying with regulatory requirements and internal policies
• Partner with Business Lines & Risk to improve existing processes and create risk resilient processes
• Lead/manage projects related to processes and documentation. May train/guide junior team members
• Create high quality process maps, procedures, standard operating procedures and training materials
• Create high quality internal communications to business partners and Senior management
• Lead and support the delivery of high quality documentation for teams across Payment Operations
• Create, maintain and act as the custodian of the taxonomy of processes and the central repository of documentation for all of Payment Operations
• Develop strong working relationships with teams across Payment Operations and the Risk team
• Collaborate with project team stakeholders and senior management as needed to ensure project and business needs are met without disruption to existing functions and services
• Organize all activities for audits/exams
• Act as delegate to management
• Ability to work independently and collaborate with teams
• Ability to influence across varying levels and organizations
• Minimum 5 years of relevant experience in process designing and mapping
• Excellent knowledge of Microsoft Office- including MS Visio and MS PowerPoint
• Ability to plan and prioritize workload
• Ability to meet timelines within an environment of competing priorities
• Good knowledge of the Group Policy Framework
• Good understanding of Commercial Payment Operations processing
• Good knowledge of products and processes within Payment Operations
• Ability to build and nurture relationships

Commercial Products Support Manager Resume Examples & Samples

• Directly manage all facets of the commercial product customer support organization
• Responsible for addressing/resolving all customer inquiries associated with the support of commercial products
• Implement a support strategy that delivers customer satisfaction through a technically competent global support team
• Provide direction to the Commercial Products Support Team
• Develop/modify support processes and metrics
• Foster the integration and advancement of support tools
• Ensure the advancement and utilization of an effective Knowledge Management database
• Ensure the proficiency and development of the support team through an effective training program
• Manage support costs and resources
• Interact with Customers, Product Teams and company leadership to ensure the Voice of the Customer is heard to ensure high customer satisfaction is maintained
• Drive continuous improvement through a model focused on Customer and Business priorities
• Bachelors Degree or higher in a technical discipline
• Minimum of 7 Years of customer support and leadership experience preferably in the Satellite Communications industry
• Project management experience is desired
• Experience leading diverse teams in multiple geographical locations
• Excellent organization and communication skills with the ability to formulate and articulate strategic plans
• Ability to interface with technical and engineering personnel in order to discuss technical issues pertaining to problems, purchases, or technical specifications
• Prioritization skills a must
• Must be motivated, a strong leader, team-builder, self-starter, able to work with little direction, make sound decisions, work effectively with, and get results through others
• Must enjoy working with customers in all situations and keep a positive attitude regardless of the customer situation
• Must be a solution finder to ensure high customer satisfaction

Director Solutions Support Manager Resume Examples & Samples

• Define and implement value added services across the Customer Service and Support Organization
• Manage FSEs as well as technical development resources
• Drive and Lead the FSE program across the Geo (ie: include Canada and LATAM)
• Lead the FSE’s Development towards Higher Value for HDS Global Services
• Collaborate intensively with Sales, Global Services Groups and Global to meet FSE’s Programs Goals in the Geo’s
• Manage development of appropriate trainings for FSE’s across practice areas
• Work with CS&S Global to provide feedback and identify opportunities in improving group performance
• Ensure consistency of the FSE program deployment in the Geo, in alignment to Global
• Minimum 12 years in a related management field
• Very Strong Business Acumen
• And Strong background in customer service and support – 10 years min
• Process improvement Management in Matrix Environment
• Experience managing remote teams and wide geographies
• Experience hiring field customer service engineers, reviewing and directing their work, and coordinating education for an assigned team
• Excellent analytical, troubleshooting, and problem solving skills
• Solid training and mentoring skills
• High degree of proficiency in written and spoken business English
• Willingness to travel to client sites as required
• Bilingual or multilingual (English, French, Spanish, Mandarin etc.), a plus
• This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner
• Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution
• Solid knowledge and experience with browser based applications
• Experience researching, analyzing and interpreting automated system problems
• Very good oral and written communication skills to effectively deal with all levels of the organization
• Solid experience leading a team
• Experience analyzing and projecting the needs of a team to ensure success
• Experience implementing and managing a help desk operation

Retail Model Support Manager Resume Examples & Samples

• Understand and interpret business requirements to create a complete technical solution
• Help to design, implement and improve data processing and data delivery strategy. Ensure stakeholders are accurately supported and encourage cross team relationships often requiring the ability to explain underlying data
• Support initiatives that directly contribute to business strategic and financial objectives
• Deliver high quality analytical outputs in a timely and accurate manner
• Help to implement credit risk strategies and monitoring solutions, utilising best practise techniques, within the target timeframes
• Build sound relationships and provide subject matter expertise to key business stakeholders
• Collaborate with team members and ensure functional interdependencies are intact
• Respond quickly to tasks assigned by direct manager
• Proactively develop and maintain timely, accurate and insightful Data and Management information
• Support the delivery of initiatives that maximise risk / reward payoffs for particular portfolios
• Conduct analysis and make recommendations to support continuous improvement
• Actively challenge existing frameworks and recommend new methods for delivering increased business benefits to the bank
• Foster team collaboration and help build practice of sharing of knowledge and best practice techniques
• Proactively develop technical and behavioural skills to support career goals
• Develop sound relationships with stakeholders
• Ensure reporting, polices and strategies are compliant with group policy and external regulation
• No regulatory/risk/compliance issues
• Embed and strengthen Risk Culture within the business
• Help to design, implement and improve data processing and data delivery strategy
• Ensure stakeholders are accurately supported
• Encourage and develop cross team relationships
• Articulately explain underlying data to various stakeholders
• Provide mentoring and SME support to junior staff
• Be accountable for the management of BAU and ad-hoc queries and requests coming through from risk and business partners, and is responsible for liaising with internal and external teams to deliver requirements and solutions
• Have the ability to understand and interpret business requirements to create a complete technical solutions
• Lead the design, implementation and improvement of data processing and data delivery
• Ensure wider stakeholders are accurately supported and encourage cross team relationships
• Be able to articulately explain underlying data movements and how data is derived to a variety of stakeholders
• Support technical initiatives that directly contribute to business strategic and financial objectives
• Deliver high quality data in a timely and accurate manner
• Deliver data requirements for creating credit risk strategies and monitoring solutions, utilising best practise techniques, within the target timeframes
• Respond quickly and accurately to tasks assigned by direct manager
• Proactively develop and maintain timely, accurate management of information
• Drive the delivery of data initiatives that maximise risk / reward payoffs for particular portfolios
• Foster collaboration within the team and across the broader Risk community through the sharing of domain knowledge and best practices
• Ensure that the team is highly engaged and working towards clear objectives for consistent and timely delivery
• Shape a productive working environment that supports career progression outcomes
• Play an active champion role for strategic toolsets with stakeholders
• Ensure consistency with team member outputs
• Exhibit constructively critical view of policies, processes and procedures with the objective of improving the organization
• Ensure policies and processes relevant to the role are complied with
• Quickly resolve and escalate issues

IT Event Support Manager Resume Examples & Samples

• Inspirational people leadership and people management skills
• Ability to stay calm and focused under pressure and in hectic work conditions
• Exceptional problem-solving and analytical skills
• Ability to think outside of the box and come up with creative ideas and solutions
• Strong ability to communicate with stakeholders at all organizational levels
• Outstanding project / process management skills
• Strong customer service mindset
• Coaching and mentoring skills
• Ability to adjust and flexibly respond to changing requirements
• University degree in a related field
• Fluent knowledge of English both verbal and written
• Minimum of 3 years of experience in a technical Event management or IT role
• Previous experience in leading a team and managing projects
• Ability to travel at short notice and work extended business hours as needed

Quality Support Manager Resume Examples & Samples

• Experience in Project Management in Clinical Laboratory or Clinical study environment
• Expertise in GXP (GCLP, GCP,…)
• Past experience in Quality & risk management is an asset
• Good knowledge of French/English (read, spoken and written)
• Good written skills
• Passionate about quality
• Pragmatic thinking
• Communication & coordination related to Quality (deviations, CAPA, risks, training & documentation)
• Actively participate to process simplification and improvement initiatives
• Coach business on quality aspects
• Lead spot-checks & take part to audits activities

IVG Support Manager Resume Examples & Samples

• Deep technical experience with ISP devices: theory, architecture, tuning, calibration
• Basic understanding of CMOS sensors, LCD and OLED display technology and an interest in Computer Vision
• Experience of customer and sales interaction – ideally in a Technical Support, Product Deployment or Field Application role - as well as development work
• Experience of working in a multi-time zone and distributed team environment
• Personal interest in digital photography is a plus
• Experience of product development with an automotive end-market
• Provide expertise and guidance in operations product-related processes and procedures
• Manage implementations of products and services
• Conduct internal Brink’s training and external customer training for recyclers and ATMs
• Manage expectations of customer and field operations in cooperation with Sales
• Achieve results by communicating and working across functions and teams
• Serve as a product consultant and point of escalation for Product Line support issues
• Create and support development of timely corrective actions to product line issues in operations
• Travel 60% - 70%
• 3 to 5 years of experience installing and servicing cash recyclers and ATMs
• Minimum of 3 years project management experience in an operations environment
• Minimum 3 years in a banking or financial industry
• Minimum of 2 years of experience with MS-Office tools: Word, Excel, PowerPoint and Project
• Travel of 60% - 70%
• Experience in vault operations
• Proven leadership abilities preferably in an operations/product support or customer support environment
• BA or BS degree in business, marketing, engineering or related field
• Strong consultative, analytical and problem solving skills

Projects & Support Manager Resume Examples & Samples

• Leadership and managerial experience within An MRP 145 or EASA 145 environment
• Sound understanding of Quality Management Systems
• Professional qualifications within the Aeronautical sector
• Excellent knowledge and understanding of Aircraft Maintenance Management gained from an increasing level of experience from tradesperson to supervisory level, which is unlikely to have been gained in less than 5 years
• Extensive knowledge and understanding of MRP Part 145 regulatory requirements
• British Safety Council Level 2 Award in Supervising Staff Safely or equivalent
• Attend and support the Delivery Manager during the pre-acceptance process for a designated aircraft, recognising that any additional tasks required on the SOW are properly estimated discussed with the management and team and subsequently agreed by the client
• Liaise with the Engineering Manager, Planners, Charge hands and others as necessary, to identify and schedule the order of work on the agreed SOW, which will determine the manpower allocation
• Ensure all projects initiated by the EA/NG are carried out fully and iaw the correct ADS, including compilation of all documentation and functional testing
• Attend all post-input meetings with the Delivery Manger to ensure any additional work, which becomes apparent, is properly documented, estimated and discussed with the management team prior to agreement. Upon defining the impact and in consultation with the management team, discussions with the client will be required which will confirm/identify any SOW amendment
• Pro-actively, promote and review training requirements, in order to ensure Cobham personnel maintain currency and awareness of any Fleet wide issues. This will also include maintaining authorisations ensuring all personnel are kept current
• Ensure aircraft documentation has a 100% quality check upon return of the work packs and all maintenance work cards to the Documentation Cell. Ensure the ADS is current and that any modifications, TI’s, UANs or updates are staffed through the Engineering and Delivery Manager prior to implementation
• Maintain business performance ensuring accuracy of delivery estimates, turn-round time, management of hours and on time completion performance of any outsourced tasking’s
• Provide support functions such as liaising with AAR for the pre-input plan, tooling, resources, vehicles and GSE to enable the maintainer’s to remain on task
• Carry any out other tasks required and as directed by the management team
• Ensuring that all work outside of current contractual arrangements are managed to achieve
• A Clearly defined task or Request For Quote (RFQ)
• A clearly defined Route to Contract (RTC)
• Identification of appropriate resources (such as: competent manpower and required tools, support Equipment, approved data and spares)
• A realistic plan and schedule
• Performance against the plan
• Acceptance of a reasonable, firm price and a plan, achievable within given timescales
• Clear, timely and accurate reporting of progress against the plan, including financial aspects
• Agreed task closure including invoicing where appropriate
• Mentor and lead a core team of support engineers in support of a broad range of client issues with Transcend Insights’ HealthLogix Population Health Management (PHM) product suite
• Lead the team to research, test, and reproduce software issues reported by customers and escalate to our development team when needed
• Track and manage customer issues with our development team and ensure that we close the loop with the customer after resolution
• Analyze and assess support tickets to create operational efficiencies across the Product Support team and provide coaching and acknowledgement to individual support engineers when appropriate
• Use support trend data to recommend features to the product team to increase customer satisfaction and loyalty
• Coordinate with the support team, advanced technology group (ATG), and engineering to address issues that require changes to Transcend Insights’ products
• Define and continuously improve support workflows and ensure that procedures are being followed by the team
• Report support statistics and trends to upper management, department, and entire organization through presentations, management meetings, and company meetings
• Define goals for each support engineer and review goals on a periodic basis to ensure team members are accomplishing goals according to schedule
• Perform periodic employee reviews to provide feedback to direct reports and determine possible salary increases
• Perform on-boarding tasks for new employees on the product support team
• Arrange needed training for product support team as required by new business initiatives and product releases
• Review support cases within Salesforce and provide feedback and coaching to the support engineers
• Perform weekly one-on-one sessions with all direct reports to discuss day-to-day matters, employee issues, employee career path, etc
• Lead periodic team meetings to discuss issues with the team, department, or organization as a whole
• Approve paid time off requests and ensure appropriate backup is in place
• Bachelor’s degree in Computer Science, Information Systems or other related technical degree
• Minimum five years’ experience leading a support team in a software development organization
• Previous experience with technical or product support or customer success teams in a SaaS-based environment
• Strong focus on clients and ability to self-manage multiple projects at once with little oversight
• Tolerance for ambiguity and flexibility for changing requirements
• Ability to create and confidently deliver presentations to executive leadership
• Ability to communicate clearly and effectively with all customers (internal and external)
• Educational experience with Salesforce, Confluence, and JIRA
• Experience working with off-shore contractors
• PMP strongly preferred
• Coordinate various teams and schedules
• Facilitate deployments of changes in production
• Provide status updates to upper management
• Assist company in transition to new ATG eCommerce platform
• Be on call for deployments
• Five years’ relevant eCommerce operations experience, preferably in a multi-channel retail environment
• Extensive knowledge of working with an eCommerce business application
• Experience working with web analytics tools such as Omniture
• Knowledge of ITIL strongly desired
• Willing to maintain flexible schedule
• Ability to react quickly to new demands in an ever-changing dynamic business environment
• Ability to multi-task whilst ensuring other key deliverables continues to be met
• Must be a self-motivator and be able to work with minimal direction
• 5+ year of IT systems/application support/development experience
• Experience with Active Directory desired
• Understanding of network technologies, firewall, routers, TCP/IP and file transfer protocols (FTP, FTP/SSL, SSH, HTTP/S, VPN)
• Act as local technical escalation point for team members and assist with resolution of support issues
• Manage and resolve issues that arise on Research systems. Ensure daily process completion to service level agreements
• Communicate issues and status updates with all stakeholders effectively
• Maintain application availability to users globally. Drive agenda in areas such as monitoring, failover, capacity planning and resiliency in order to improve stability
• Work closely with first level support, development teams, infrastructure teams and business to determine strategies and priorities and to ensure the team to deliver on these priorities and communicate progress effectively to all stakeholders
• Excellent planning, organization and prioritization skills to meet over ever changing demands
• Perform Incident and Problem Management including prioritization, cause analysis, escalation to appropriate groups
• Create and maintain a knowledge base to provoke knowledge transfer within the team
• Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc
• Required to have maintain working relationships with all Customer Services operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Customer Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
• Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions
• Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
• Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
• Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services
• Assist with determining Out-of
• Background in Wealth Management and/or Consumer Technology
• Industry experience in Wealth Management and/or Consumer business
• Educational background—preferred –discipline in Organizational Psychology/Behavior

VP, Business Support Manager Resume Examples & Samples

• Strong Project management skills, including the ability to align against a strategic priority and organize and deliver results
• Strong relationship management skills and ability to interface confidently with associates of all levels, including senior executives
• Experience and knowledge of compliance related requirements in the above areas of skills
• Ability to present technical information to non-technical persons
• As required, coordinate the development, cascade and tracking of the RVP, RLT and CLT My Plans and shared scorecards
• Coordinate the OU Leadership Team meeting schedule as well as events for the OU and with the LLT ensuring business critical items are reviewed in appropriate level of detail and key decisions are taken. This will involve the proactive development of agendas, pre-reads, internal presentation materials, ensuring that meetings are efficiently and effectively managed and that resultant actions and plans are clearly recorded, delegated for execution and that delivery is monitored
• In addition the role will provide all necessary ad-hoc support to the OU RVP
• Support the enduring risk assessment of ethics & compliance risks and where appropriate, support the development and implementation of a plan to manage the risks
• Working with communications partner, support incorporation of ethics & compliance into the business annual communications plan. and help in developing ethics & compliance related communications for: town-halls, newsletters, Code Certification process, etc
• Assist in efforts to promote a Speak Up culture
• Ensuring that the annual ethics and compliance training and certification process is completed on a timely basis and supporting in the convening of the ethics and compliance network across the region as required
• Excellent interpersonal and influencing skills
• Ability to interact with staff at multiple levels of the organisation
• Initiative, excellent communication skills, both oral & written, and strong analytical skills
• Ability to analyse and prioritise information rapidly
• Strong business understanding and acumen
• Bias for action and strong organisational skills including an attention to detail and process are required to manage a large agenda effectively
• Recognised team player who is self-motivated and able to work independently
• Organizational development , budget and resource development, and strategic planning
• Excellent people skills, with an ability to partner with a leadership team
• Personal qualities of integrity, credibility and commitment to the organization
• Flexible and able to multi-task, can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions,
• An understanding of business functions such as HR, Finance, Marketing etc and demonstrated experience in financial planning and analysis and delivery of presentations
• Demonstrable competency in working with and MD on strategic planning
• Working knowledge of data analysis and metrics as required
• Outstanding organizational abilities
• Excellent presentation skills (MS Office, PowerPoint etc)
• A track record in confidentiality as this role requires the highest level of trust between both MD and this person to ensure success

PC Support Manager Resume Examples & Samples

• Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support, systems programming, applications design and development, database design and administration, information security, telecommunications and network support and administration
• Supervises non-exempt technicians as well as exempt professionals
• May also perform complex IT tasks
• 5-8 years of related information systems experience

Customer Quality Support Manager Resume Examples & Samples

• Develop strategy for customer quality and service improvement
• Manage customer complaints. Serve the role of complaint manager in IFX complaint management process
• Provide support to customer queries related to quality
• Manage Customer visits and audits
• Lead or support taskforce for critical issue
• Regular KPI reporting
• Numerate with analytical ability
• Strong ability to plan and organise
• Practical problem solving ability
• An excellent communicator with a direct and open style
• Demonstrates an understanding of the business

I.t Site Support Manager Resume Examples & Samples

• Current US citizen or current Green Card holder
• University degree qualified in a relevant IT sector subject or equivalent vocational work experience with a minimum four (4) years demonstrable experience in Site Support Role
• Qualified in or already working towards an Industry Certification, such as Microsoft Certified Professional
• Demonstrable knowledge and ability to manage microcomputer, server, network and phone equipment requirements associated with an international 200+ customer business
• Flexibility where necessary in working hours and the ability to travel to meet and where possible exceed the demands of corporate customers and end users
• Demonstrable experience of all of the following applications
• A thorough technical understanding of Cisco networking equipment would be advantageous to the position
• Effective communication with customers and within the IT Department. This is a service position and that professional application of customer service and communication skills is expected at all times
• Serve as a member of the AWS LCC Public Sector team supporting proposal responses to RFx opportunities
• Develop win themes, technical discriminators, and innovative pricing strategies working with AWS stakeholders specific to LCC RFx opportunities
• Understand and navigate LCC public sector contracting vehicles and tender procedures
• Proposal management experience
• Ability to read, write, and speak in Spanish, Portuguese and/or French
• Financial Management – Partner with finance to interpret/analyze results versus financial plan at the team level and drive accountability in organization while developing and maintaining routines and initiatives to mitigate financial risks
• Initiative Management – Lead overarching initiatives within LSO as well as Ops and enterprise level initiatives that impact LSO and ensure delivery on time, on budget and with planned benefits
• Centralized Support Coordination: Build strong relationships with centralized support functions and drive appropriate actions within LSO and manage service received from centralized functions
• Communications – Develop, implement and sustain a LSO communications strategy to ensure that colleagues, partners and stakeholders are proactively receiving key messages on strategy, changes and results
• Customer Experience – Champion the customer experience through proactive review of processes, programs and communications for customer impact. Ensure consistency across channels and products in customer messaging. Proactively identify opportunities for change that add value and align with business strategies and enhance the customer experience. Partner with managers, colleagues, product, centralized support and the central Customer Experience team to identify areas of improvement. Provide oversight and tracking of customer experience initiatives across LSO
• Business Support – Proactively provide business support to Head of LSO and respond to ad hoc requests as well as supporting as appropriate the senior leadership team for LSO
• Driven and self-motivated leader who can deliver under tight timelines

Business Support Manager, Serv Part Mgmt Resume Examples & Samples

• Multiple LOBs SME unique to SPM. Support operations in driving performance, site visit audits, root-cause performance issues, and make recommendations to address with SPM operations and Call Center site leadership
• Participate in daily and weekly meetings with peers in SP Call Centers and FSC to ensure issues, concerns and information are communicated
• Reviewing, Assigning, Trending and Analysis. Provide root cause analysis to help drive financial metric performance while enhancing the customer experience
• Serve as resource for all departmental finance, budgetary, and cost analysis processes and questions. Ensure consistent communication of any financial or billing related issues with the SP sites
• Participate as SME in enterprise projects as representative of SPM and functional area. Initiate new project requests, evaluate, prioritize, and kick-off. Make recommendations for transitions/pilots regarding timelines, level of support, training and possible process impacts
• Manage established partnerships and continue to drive costs out of the business through negotiated lower rates with these partners
• 3-5 years plus call center, customer care, and/or outsourcer management. Financial support, analysis, and reporting in a large operations environment is preferred
• General knowledge of call center technology, call routing, IVR, new site launch basics and quality
• Possess strong knowledge of project and process management methodologies, reporting, and analysis
• Possess ability to effectively communicate with all layers of organization internal/external to T-Mobile. Protect/guard confidential company information
• Must also be able to analyze, package, and present results to a variety of audiences from front line representatives to executive leadership, including appropriate presentation skills and MS Power point proficiency
• Ability to analyze reporting data and synthesize recommendations based on that analysis
• Ability to multi-task and handle competing deadlines and time commitments
• Strongly prefer demonstrated ability in problem-solving, root cause identification, improvement plan implementation and risk assessment
• Bachelor’s Degree (Business, Finance, Operations, Econometrics preferred)
• Equivalent Work Experience
• Excellent people management skills and experience of developing others to the very best they can be
• Excellent communication skills and the ability to build strong relationships at all levels
• The ability to prioritize individual and team workload to meet your team objectives and goals
• Experience of Capita’s range of Advantage Revenues and Benefits software
• Experience of working within a technical or software service helpdesk and associated skills such as SQL or database administration

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Support Manager Resume Examples

Are you looking to write a resume for a support manager position? Writing a resume for a support manager position can be difficult, especially if you have limited work experience in the field. This guide will provide you with tips and tricks on how to craft a resume that will stand out in an interview and get you the job you want. We’ll also provide you with examples of resumes that have been successful in getting people hired. With the right resume, you can make sure you get the support manager position you desire.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Support Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Support Manager with a proven track record of providing excellent technical support, customer service, and troubleshooting. I have extensive experience in managing technical support teams and am adept at resolving customer inquiries quickly and effectively. I have experience in both on- site and remote problem solving and have a comprehensive knowledge of the latest computer hardware and software technologies. I am highly organized and have excellent communication and problem- solving skills.

Core Skills :

• Technical Support Management
• Customer Service
• Troubleshooting
• On- site and Remote Problem Solving
• Computer Hardware and Software Technologies
• Communications
• Project Management
• Problem Solving
• Time Management

Professional Experience :

• Support Manager, ABC Inc. (2020 – Present)
• Managed a team of five technical support personnel
• Responsible for resolving customer inquiries and issues
• Developed and implemented customer service policies and procedures
• Ensured the team provided quality customer service
• Trained and mentored team members
• Monitored team performance and provided feedback
• Technical Support Manager, XYZ Corp. (2017 – 2020)
• Managed technical support and customer service teams

Education :

• Bachelor of Science, Computer Science – University of California, Los Angeles (2015 – 2017)
• Associate of Science, Computer Science – Los Angeles College of Technology (2013 – 2015)

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Support Manager Resume with No Experience

• Hardworking and dedicated Support Manager with an energetic attitude and a commitment to customer satisfaction.
• Excellent communication skills, ability to work with minimal supervision, and ability to stay organized while managing multiple tasks.
• Strong knowledge of customer service principles and practices, able to effectively prioritize and handle customer inquiries.
• Excellent customer service skills
• Strong organizational and communication skills
• Ability to multi- task and prioritize
• High attention to detail and problem- solving skills
• Proficient in Microsoft Office
• Knowledge of customer relationship management systems

Responsibilities :

• Provide exceptional customer service in a professional manner
• Maintain customer accounts and resolve customer inquiries
• Respond to customer inquiries in a timely manner
• Process customer orders, payments, and returns
• Capture and analyze customer data
• Generate reports and analyze customer feedback
• Monitor customer satisfaction and develop improvement plans
• Develop and maintain positive relationships with customers

Experience 0 Years

Level Junior

Education Bachelor’s

Support Manager Resume with 2 Years of Experience

An experienced and motivated Support Manager with 2 years of experience in managing support teams, providing customer service and troubleshooting customer issues. Possesses excellent communication skills and the ability to lead a team of support staff. Possesses a strong analytical mind and the ability to anticipate customer needs. Works effectively in high- pressure environments and is highly capable of managing multiple tasks simultaneously.

• Team Leadership
• Technical Support
• Database Management
• Analytical Thinking
• Multi- tasking
• Lead and manage a team of support staff in responding to customer inquiries, resolving customer issues, and providing technical assistance.
• Assist customers in troubleshooting product issues and provide support through phone, email, and live chat.
• Monitor customer feedback and respond to customer inquiries in a timely manner.
• Analyze customer complaints and feedback to identify areas for improvement.
• Maintain and update customer databases.
• Develop and implement processes for customer service and troubleshooting.
• Train and mentor new support staff.

Experience 2+ Years

Support Manager Resume with 5 Years of Experience

A highly organized and detail- oriented customer service specialist with 5 years of experience as a Support Manager. Possesses excellent problem solving and communication skills, able to multi- task and manage complex customer service issues in a fast- paced environment. Demonstrated success in providing a high- level of customer service and resolving customer inquiries in an effective and timely manner.

• Excellent problem solving and communication skills
• Ability to multi- task and manage complex customer service issues
• Detailed oriented and highly organized
• Proficient in customer service software and applications
• Knowledgeable in industry regulations and best practices
• Managed customer service inquiries in a timely and efficient manner
• Developed and implemented customer service procedures and policies
• Monitored customer service levels and identified areas for improvement
• Provided training and guidance to employees
• Assisted in the development of customer service reports
• Conducted customer satisfaction surveys
• Assisted in the development of customer service software and applications
• Resolved customer service issues in a timely and professional manner
• Maintained detailed records of customer service activities

Experience 5+ Years

Level Senior

Support Manager Resume with 7 Years of Experience

A dedicated and organized support manager with 7 years of experience in customer service and technical support. Proven ability to develop creative solutions to complex technical issues, while delivering superior customer satisfaction. Experienced in upgrading and maintaining customer databases, managing customer data and providing excellent customer service. Possesses a strong customer focus and excellent communication skills.

• Customer service
• Technical support
• Database management
• Data analysis
• Project management
• Problem solving
• Analytical thinking
• Manage customer service and technical support teams
• Provide customer service and technical support to customers
• Develop and maintain customer databases
• Analyze customer data to identify trends and patterns
• Monitor customer service and technical support activities
• Identify and address customer concerns
• Work with team to develop solutions to customer issues
• Provide regular updates to customer on progress
• Create and maintain customer service and technical support policies and procedures.

Experience 7+ Years

Support Manager Resume with 10 Years of Experience

Support Manager with 10 years of experience leading customer service operations in fast- paced, high- volume environments. Proven track record of successfully improving customer service levels and increasing customer satisfaction. Adept at developing innovative strategies for customer retention and problem resolution. Skilled in utilizing various technical tools to ensure exceptional customer experience.

• Customer Service Management
• Problem Resolution
• Team Management
• Training and Development
• Quality Assurance
• Product Knowledge
• Process Improvement
• Vendor Relations
• Strategic Planning
• Develop and implement customer service policies, procedures and standards
• Manage and motivate customer service team to deliver high- quality service
• Ensure customer service agents adhere to company standards
• Identify customer service trends and recommend improvements
• Develop strategies to increase customer loyalty and retention
• Monitor customer service performance and provide training and feedback
• Address customer complaints in a timely and efficient manner
• Track customer service metrics and report on performance
• Liaise with other departments to deliver exceptional customer experience
• Ensure customer service agents have the necessary tools and resources to perform their jobs

Experience 10+ Years

Level Senior Manager

Education Master’s

Support Manager Resume with 15 Years of Experience

Support Manager with 15 years of experience providing exceptional customer service and technical assistance to clients and personnel. Highly knowledgeable in numerous software applications, hardware systems, and the latest technology. Exceptional at resolving technical problems and working with customers to identify issues and suggest solutions. Excels in a fast- paced, dynamic environment and able to prioritize multiple tasks while remaining organized.

• Microsoft Office Suite
• Troubleshooting and Diagnostics
• Customer Service and Support
• Networking and Security
• Hardware and Software Installation
• Documentation and Reporting
• System Administration
• Provided technical assistance and customer service to clients with varying levels of technical understanding
• Installed and configured hardware and software systems in order to meet user requirements
• Troubleshot and resolved system errors, hardware malfunctions, and software conflicts
• Developed and documented detailed troubleshooting and repair procedures
• Updated and maintained user and system documentation
• Managed daily operations of IT department and supervised team of support technicians
• Monitored system performance and identified potential issues
• Developed and implemented strategies to improve customer service, technical performance, and user experience

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Support Manager resume?

When applying for a position as a Support Manager, a resume must demonstrate knowledge of customer service practices and the ability to lead a successful support team. To ensure a successful job search, incorporate the following elements into your resume.

• Contact Information: Include your full name, address, phone number and email address at the top of the resume.
• Professional Summary: At the beginning of the resume, provide a short professional summary that outlines your qualifications and experience with customer service and team leadership.
• Professional Experience: List all job history relevant to the Support Manager position, including job titles, dates of employment and a brief description of the responsibilities associated with each position.
• Education: Include any relevant degrees and certifications that demonstrate your qualifications and knowledge of customer service and team leadership.
• Skills: Identify relevant skills such as problem-solving, communication and customer service that demonstrate your capability to lead a successful support team.
• Accomplishments: Provide information on any awards or recognition received in customer service or team leadership roles.

By incorporating these elements into your resume, you can ensure that your job search is a successful one and that you are selected for the position as Support Manager.

What is a good summary for a Support Manager resume?

A Support Manager resume should include a concise summary that highlights the most important qualities and experience of the candidate. It should demonstrate a proven track record of success and emphasize the candidate’s ability to manage support systems and teams. Additionally, the summary should illustrate a strong customer service orientation and the ability to identify and resolve complex technical issues. An ideal summary will also demonstrate a commitment to delivering superior customer service and a passion for technology. Finally, the summary should demonstrate excellent communication and organizational skills as well as the ability to stay up-to-date on the latest technologies and industry trends.

What is a good objective for a Support Manager resume?

A Support Manager is responsible for leading a team of customer service and technical support professionals who help clients troubleshoot and solve problems with their products and services. When writing a Support Manager resume, it is important to have a clear, concise objective that demonstrates your ability to handle this role. Here are some good objectives for a Support Manager resume:

• Lead a team of customer service and technical support personnel to provide exceptional customer care and quality solutions
• Mentor and guide customer service and technical support staff to ensure high performance and customer satisfaction
• Utilize effective communication and problem-solving skills to handle customer inquiries and resolve issues
• Utilize best practices and industry standards to develop customer service and technical support policies and procedures
• Create and implement customer service and technical support strategies and plans to maximize customer satisfaction
• Develop and maintain positive relationships with customers, vendors, and other stakeholders
• Monitor customer service and technical support operations to ensure efficiency and accuracy
• Identify and quantify improvement opportunities to optimize customer service processes and operations.

How do you list Support Manager skills on a resume?

When writing a resume, it is important to include a listing of your skills in the Support Manager role. By highlighting these skills, you can demonstrate to potential employers why you are the right person for the job. Here are some skills to consider adding to your resume for a Support Manager position:

• Excellent verbal and written communication: As a Support Manager, you need to be able to communicate effectively with customers, colleagues, and other stakeholders. This means being able to communicate in a clear and concise manner, both verbally and in writing.
• Problem-solving: As a Support Manager, it is important to have the skills to quickly identify and resolve any issues that may arise. You should be able to troubleshoot problems, provide solutions, and take action swiftly and efficiently.
• Leadership: A Support Manager needs to be able to lead and motivate their team. This includes being able to delegate tasks, provide guidance, and offer support as needed.
• Documentation: Support Managers need to be confident in their ability to create and maintain accurate and comprehensive documents, such as knowledge bases and user guides.
• Technical Knowledge: Depending on the particular type of Support Manager role, it may be necessary to have a certain level of technical knowledge. This could range from understanding basic IT concepts to having expertise in specific software or hardware.

By including these skills on your resume, you can showcase your abilities in the Support Manager role and demonstrate why you are the perfect candidate for the job.

What skills should I put on my resume for Support Manager?

When applying for a position as a Support Manager, the skills you list on your resume can make or break your chances of getting an interview. As a Support Manager, you are responsible for ensuring customer service standards are met and exceeded, handling customer inquiries and complaints, and maintaining customer relationships. To be competitive in this role, you will need to demonstrate a range of specific skills. Here are some of the most important skills to include on your resume:

• Communication: Support Managers must be able to communicate effectively with customers and colleagues. You should be able to demonstrate excellent written and verbal communication skills, as well as the ability to resolve conflict.
• Problem-Solving: Support Managers are expected to be able to quickly identify solutions to customer problems. To be successful in this role, you must be able to think quickly and logically in order to resolve customer issues.
• Organizational: Support Managers must be highly organized in order to track customer requests and ensure efficient service. You should also be able to prioritize tasks and multitask to ensure customer issues are quickly and adequately resolved.
• Technical: Support Managers are often expected to have a technical background. Depending on the role, you may need to demonstrate prior experience with specific software, such as customer relationship management (CRM) systems.
• Teamwork: Support Managers are often part of a larger customer service team. To be successful, you should be able to work well with colleagues and demonstrate excellent leadership skills.

By including these skills on your resume, you can demonstrate that you have the skills necessary to be an effective and successful Support Manager.

Key takeaways for an Support Manager resume

When crafting your resume as a Support Manager, you want to ensure that the recruiters and hiring managers interested in hiring you for the position are impressed. What’s the best way to make sure your resume stands out from the crowd?

First, you’ll want to highlight your experience and qualifications in a way that showcases your qualifications and skills. You’ll also need to demonstrate your ability to handle customer issues in a timely and professional manner. Think of examples of times you have successfully diffused a situation or implemented a process that improved customer satisfaction.

Next, emphasize the technology and tools you’re comfortable working with. Include certifications and any trainings you’ve completed that are relevant to the position.

Finally, don’t forget to emphasize your ability to work as part of a team. Include any team projects you’ve taken part in, and any awards or recognition you’ve received.

These key takeaways will help ensure your resume stands out from the rest. A well-crafted resume that showcases your qualifications and experience can help you land the position you desire.

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Support Manager Resume Example (Free Guide)

Create an support manager resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

Welcome to our Support Manager Resume Example. This article will provide you with all the essential information you need to craft an effective resume for a Support Manager position. We will provide you with a comprehensive breakdown of the roles and responsibilities of a Support Manager and how to highlight your skills and accomplishments on your resume. We will also offer tips and advice on how to ensure your resume stands out from the competition. Read on to learn more about crafting an effective resume for a Support Manager role.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Support Manager do?

A Support Manager oversees the customer service team and handles customer inquiries, complaints, and feedback. They are responsible for ensuring the customer service team provides a high level of customer service, troubleshoots customer issues, and improves customer service processes. They also work closely with other departments to ensure customer satisfaction and may assist in developing customer service strategies.

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What are some responsibilities of a Support Manager?

• Manage customer service staff, including hiring, training, and scheduling
• Develop customer service procedures, policies, and standards
• Respond to customer inquiries, complaints, and issues in a timely and professional manner
• Track customer service metrics, such as response time and customer satisfaction
• Keep up-to-date with product and service information to answer customer questions
• Identify areas of improvement and develop strategies to boost customer service quality
• Handle escalated customer service issues
• Create reports and analyze customer feedback data
• Ensure customer service best practices are followed

Sample Support Manager Resume for Inspiration

Support Manager

John Doe 123 Main Street Anytown, ST 12345 (123) 456-7890 [email protected]

A Support Manager with more than 10 years of experience in customer service, problem resolution, and technical support. Expertise in developing and maintaining successful relationships with clients, vendors, and partners. Proven ability to understand customer needs and deliver solutions in a timely manner. Skilled in identifying and resolving issues to ensure customer satisfaction.

Work Experience:

• Managed a team of 10 support staff.
• Collaborated with upper management to develop and implement support strategies.
• Provided hands-on technical support and training to customers.
• Assisted in the development of customer-facing support materials.
• Resolved customer service issues in a timely and professional manner.
• Provided technical support to customers via phone, email, and online chat.
• Conducted training sessions for customers and staff.
• Bachelor of Science in Information Technology, Anytown University, Anytown, ST, 2002–2005
• Customer Service
• Troubleshooting
• Project Management
• Team Leadership
• Technical Support
• Software Training

Certifications:

• Microsoft Certified Professional
• CompTIA A+ Certified
• English (Fluent)
• Spanish (Basic)

Resume tips for Support Manager

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Support Manager resume tips. We collected the best tips from seasoned Support Manager - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your customer service and communication skills
• Showcase your ability to handle difficult situations
• List any relevant certifications or degrees
• Describe any problem-solving skills you possess
• Include any experience with ticketing software and/or databases

Support Manager Resume Summary Examples

A resume summary or resume objective is an important part of a Support Manager resume because it provides potential employers with an insight into the professional experience, skills, and qualifications of the applicant. It should be used to showcase the individual's most relevant strengths and accomplishments in order to demonstrate their suitability for the job. It should be concise, easy to read, and tailored to the specific job requirements. For Example:

• Highly organized Support Manager with 10+ years of experience in developing and executing customer service plans. Skilled in resolving customer issues, implementing policies and procedures, and effectively managing teams.
• Experienced Support Manager with a proven track record of successfully leading customer service teams. Adept at problem solving, conflict resolution, and training customer service staff.
• Dedicated Support Manager with 8 years of experience in IT support, customer service, and network administration. Skilled in delivering excellent customer service and resolving customer inquiries.
• Results-driven Support Manager with extensive knowledge in customer service, problem solving, and team leadership. Experienced in managing customer service teams, providing technical support, and resolving customer issues.
• Dynamic Support Manager with 5+ years of experience in managing customer service teams and developing customer service strategies. Skilled in customer satisfaction, dispute resolution, and analyzing customer feedback.

Build a Strong Experience Section for Your Support Manager Resume

A strong experience section on a support manager resume is important because it shows potential employers that you have the skills and knowledge necessary to be successful in the role. It highlights your accomplishments and provides detailed examples of how you have used your skills and expertise to achieve results. It can also demonstrate your capacity to work with different teams and stakeholders, and your ability to effectively handle customer service issues. Additionally, employers are more likely to be impressed if your experience section is concise and organized, as this indicates that you are detail-oriented and have strong organizational skills. For Example:

• Managed a team of 10+ support representatives and created daily and weekly schedules.
• Implemented new customer service initiatives that resulted in an increase in customer satisfaction from 85% to 97%.
• Developed and monitored customer service performance metrics to ensure customer service goals were met.
• Established and enforced quality control standards to ensure customer service calls were handled according to company policies and procedures.
• Provided technical support and troubleshooting for customer service representatives.
• Conducted monthly staff meetings to evaluate customer service performance and discuss new strategies for improvement.
• Coached and trained new customer service representatives on proper customer service techniques.
• Created customer service scripts and guidelines to ensure that customer service representatives followed the same standards of service.
• Developed customer service procedures and policies to ensure quality customer service.
• Resolved customer service inquiries and complaints in a timely manner.

Support Manager resume education example

A Support Manager typically needs a Bachelor's degree in a field related to computer science, information technology, or business. They should also have experience in customer service, technical support, and/or project management. Additionally, they should possess exceptional communication and problem-solving skills, as well as a basic understanding of software, hardware, and networking. Here is an example of an experience listing suitable for a Support Manager resume:

• Bachelor of Science in Computer Science, ABC University, 2013
• Certified IT Support Manager, XYZ Professional Institute, 2018
• Certified Network Administrator, ABC Professional Institute, 2016

Support Manager Skills for a Resume

Adding skills to a Support Manager Resume is important because it helps to demonstrate the candidate’s knowledge, experience, and capabilities in the specific field. It also helps to differentiate the candidate from other applicants and show that they have the necessary qualifications and expertise to be successful in the role. Examples of skills that may be included on a Support Manager Resume include customer service, problem solving, technical support, project management, communication, and leadership. Soft Skills:

• Communication
• Time Management
• Organizational
• Problem Solving
• Interpersonal
• Negotiation
• Adaptability
• IT Management
• Data Analysis
• Software Testing
• Network Administration
• Change Management

Common Mistakes to Avoid When Writing a Support Manager Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Support Manager resume

• Highlight your experience in customer service or technical support.
• Include any experience you have managing teams or projects.
• Showcase your problem-solving skills.
• Mention any qualifications you have in a related field.
• Include any awards or recognition you have received.
• Detail your ability to stay organized and manage multiple tasks.
• Showcase your communication skills.
• Give examples of how you have increased customer satisfaction.
• Highlight your ability to stay up-to-date on industry trends and new technologies.

Resume Worded   |  Resume Skills

Skill profile, support manager, improve your resume's success rate by using these support manager skills and keywords ..

• Hard Skills and Keywords for your Support Manager Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Soft Skills for Support Manager Roles
• Support Manager More Resume Templates

Resume Skills and Keywords from Related Jobs

Browse skills from similar jobs, frequently asked questions.

• 3. Effective Action Verbs for your Resume

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., support manager resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Support Manager job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Change Management
• Project Management
• Customer Service
• Engineering
• Continuous Improvement
•  Find out what your resume's missing
• Aeronautics
• Technical Support
• Microsoft Access
• Integration
• Telecommunications
• Customer Relationship Management (CRM)
• Software Project Management
• Performance Management
• Operations Management
• Commercial Banking
• Business Relationship Management
• People Management
• Account Management
• Stakeholder Management
• Project Planning

Resume Skills: Management

• Conflict Resolution
• Strategic Planning
• CRM Implementations
• Risk Management
•  Match your resume to these skills

Resume Skills: Customer Support

• Multichannel Support
• VIP Customer Handling
• Incident Management
• Staff Training
• KPI Tracking

Resume Skills: Communications

• Public Speaking
• Professional Writing
• Presentation Design
• Negotiation
• Stakeholder Communication

Resume Skills: Software

• Microsoft Office Suite
• Google Workspace
• System Center Configuration Manager (SCCM)
• Active Directory

Resume Skills: Technical

• System Administration
• Network Security
• Distributed Computing
• Cloud Computing (AWS)
• ITIL Framework

Resume Skills: Programming Languages

Resume skills: operating systems, resume skills: customer service tools, resume skills: communication software.

• Microsoft Teams
• Google Meet

Resume Skills: Other Software

• Microsoft Office (Word, Excel, PowerPoint)
• Google Suite (Docs, Sheets, Slides)

Resume Skills: Languages

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Support Manager Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Support Manager Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Support Manager resume?

Go through the Support Manager posting you're applying to, and identify hard skills the company is looking for. For example, skills like Aeronautics, Change Management and Engineering are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as ITIL, Continuous Improvement and Project Management - into your resume if they're relevant.

Incorporate skills - like Stakeholder Management, Software Project Management and Integration - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

On Support Manager resumes, you should give specific accomplishments that involve you training others, whether that's in your team or other stakeholders.

Hiring managers often want to see evidence of leadership and management on a Support Manager resume, so try to include any examples of where you led a project or managed other people.

Try to add the exact job title, Support Manager, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Support Manager Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Support Manager job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Support Manager Soft Skills

Here are common soft skills that appear on Support Manager job postings. Unlike hard skills, which refer to tools, software or techniques, soft skills focus on character traits and interpersonal skills. Instead of listing these phrases on your resume, try to show them through your bullet points like in the examples below.

Tip: Do not list these words or phrases on your resume, and instead focus on the hard skills we described above.

We also found variations and further specializations to your job title. Browse through the related job titles to find additional keywords that you can include into your resume.

• Troubleshooting
• Vendor Management
• IT Service Management
• Service Delivery
• Cloud Computing
• Product Development
• Customer Support
• Windows Server
• Requirements Analysis
• Virtualization
• Manufacturing
• Sales Operations
• Sales Management
• Salesforce.com
• Sales Process
• Business-to-Business (B2B)
• Inventory Management
• Business Development
• Marketing Strategy
• Direct Sales
• Solution Selling
• Merchandising
• Forecasting
• Business Strategy
• Business Planning
• Contract Negotiation
• Enterprise Software
• Software as a Service (SaaS)
• Business Process Improvement
• Data Center
• Product Management
• Disaster Recovery
• Agile Methodologies
• Cross-functional Team Leadership
• Software Development Life Cycle (SDLC)
• Customer Experience
• Contact Centers
• Unified Communications
• Client Services
• Customer Retention
• Voice over IP (VoIP)
• Client Relations
• Software Documentation
• Public Sector
• Office Administration
• Supply Chain Management
• Operational Support
• Logistics Management
• Contract Management
• Transportation
• Program Management
• Electric Power
• Process Improvement
• Business Analysis
• Employee Training
• IT Management
• Information Technology
• Microsoft Exchange
• Network Administration
• IT Operations
• Service Desk
• IT Recruitment
• IT Outsourcing
• Computer Hardware
• Product Support
• Lean Manufacturing
• Application Support
• Microsoft SQL Server
• Customer Service Management

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Upload your resume and we'll spot the issues in it before an actual support manager recruiter sees it. for free., support manager resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Logistics Support Specialist

An effective Description of the templates...

Download this resume template

Logistics support specialists ensure that a company's products arrive at their destinations in a timely and efficient manner by working with customers and vendors. In addition, they provide support to customers by planning and implementing the pick-up and delivery of the company's products or services. However, the skills/techniques section explains more details and gives the recruiter more perspective. Additionally, this job seeker highlights, "open to remote work" on their resume — this is something that's becoming more common more recently due to work from home becoming more normal.

Tips on why this template works

   include tools that are used in logistics and supply management.

Showing that you can use tools relevant to logistics management shows that you will be able to deliver efficiently. For example, tools like Microsoft Project are essential for logistics management.

   Demonstrate your financial management skills

Finance plays a vital role in every organization. One of the core factors of logistics management is procurement, and financial management has a significant role in procurement. Having financial management skills will demonstrate how you can help strategize, plan, organize and utilize the organization’s resources.

Resume Example Desktop Support Representative

This professional is also a customer service representative. They are mainly responsible for customer and client queries, complaints and inquiries. They are usually the first contact point with customers whenever an issue crops up and for introductory information. In some cases, they can perform proactive maintenance and other technical assistance. This desktop support representative resume example highlights the applicant’s core duties and responsibilities throughout their career. Being a highly technical field, the resume has a separate skills section that showcases the applicant’s skill set. All of these are built on a solid Computer Information Technology educational background.

   Summarize your key strengths/achievements in desktop support using a resume summary

Hiring managers do not have enough time to go through entire resumes. So they mostly skim through in under 8 seconds as they look for the ideal candidate. Therefore, condense your key achievements and strengths in the resume summary where they can’t be missed. Keep it short and precise, 3-4 sentences. Notice how this applicant captures their expertise in Windows OS in the resume summary.

   Use numbers to show your impact as a desktop support representative

Numbers Don’t Lie – show the hiring manager that you’re results-oriented by quantifying your accomplishments. Use numbers and percentages when highlighting what you’ve done and achieved. For example, simply saying “Enhanced customer satisfaction and reduced costs” isn’t as impactful as “Enhanced customer satisfaction by 48% and reduced costs by an average of 37% by….”

Resume Example Desktop Support Analyst

Support analysts analyze, repair and maintain computer software and hardware systems. They can also communicate directly with clients while responding to tickets, troubleshooting or resolving problems. In larger organizations, they may be tasked with developing and enforcing IT policies that promote the organization’s overall objectives. This desktop support analyst resume template solely focuses on the applicant’s relevant job experience. This is useful if an applicant targets a specific role and wants to match their skill set to those in the job description. Moreover, a solid academic background in Information Technology demonstrates the applicant’s foundational knowledge and ties to their career.

   Tailor your resume to the desktop support analyst job

So you might have worked in several different desktop support roles, and it may be impractical to list everything you’ve done in your career. The standard practice is to structure your resume to focus more on the new role you’re applying for. You could feature other responsibilities that match those of the job you’re applying for. This resume effectively captures this concept.

   Focus on desktop support analyst keywords and experience only

Using technical language effectively demonstrates your expertise in the job position you’re applying for. So terms and phrases like “laptop rollout deployment,” “load sets for Windows,” “software version tracking,” “troubleshooting,” and so on makes your resume sound professional and prove you’re familiar with such concepts.

Resume Example Desktop Support Specialist

A desktop support specialist is an upper-tier role. The holder of this office essentially performs the functions of a desktop support analyst but on a broader scope. In addition to technical support, a desktop support specialist also offers administrative support. These professionals typically have extensive knowledge of an organization’s IT infrastructure and, therefore, oversee its maintenance. As this desktop support specialist resume template indicates, applicants for such top-tier desktop support roles must demonstrate a wealth of experience and an expansive skill set. So, the resume focuses more on these two components. The resume shows the applicant’s broader knowledge (Master’s degree in Psychology), which can be handy when working with other people and teams on projects.

   Demonstrate your coordination and organization skills

At this level, hiring managers are more interested in applicants with people, coordination and organizational skills. These are important for cooperative teamwork, mentoring, supervision, and project management. This resume showcases the applicant’s ability to train other employees, cooperate/work with different teams, and lead projects.

   Go all out with your desktop support specialist skills

Notice how this resume template highlights many of the applicant’s technical skills. Desktop support roles are typically skill-intensive, so if you have the skills, flaunt them. For such senior positions, more skills show you have the baseline abilities to fill the position. It also shows you’re an ambitious person.

Resume Example Desktop Support Engineer

This professional carries out various duties, including fixing software and hardware issues, security and server problems, and customer queries and inquiries. Apart from a strong educational background, proven work experience and advanced knowledge of computers, chipsets, hardware and software systems, and peripherals are major requirements for applicants. This desktop support engineer resume example shows an applicant with extensive industry experience and an equally impressive skill set. The resume zeroes in on the recent roles and responsibilities the applicant performed in the capacity of a support engineer in other workstations. A strong educational background in Network Engineering coupled with a CompTIA A+ certification strengthens this resume significantly.

   Show impact or ability to impact the bottom line

One of the top-selling points for applicants seeking high-profile roles like these is the ability to impact the company’s bottom line, i.e., costs and revenues. So, demonstrate how your contributions directly or indirectly led to increased revenue, reduced costs, or improved work efficiency. For example, this applicant indicates they “designed a training course that increased efficiency by 25%.” This shows they possess the expertise to identify and eradicate deadweights to boost efficiency.

   Show why you’re the ideal desktop support engineer candidate

For top-tier roles like this one, it’s vital to prove that you can handle the demands of the position. This means showing the hiring manager you have the proper academic credentials, experience, and certifications. Notice the emphasis on ‘proper.’ For example, highly valued degrees are Information Technology, Computer Networking and Computer Science. Similarly, top in-demand certifications include Citrix Certified Administrator, Microsoft Certified Systems Engineer (MCSE), etc.

Resume Example Software Support Technician

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

   Display your academic success in computer and information technology.

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

What skills do hiring managers want to see on a Support Manager resume?

Some popular Support Manager hard skills are Change Management, Management, Project Management, Customer Service, Engineering, Continuous Improvement, ITIL and Aeronautics. Depending on the job you apply to, skills like Stakeholder Management, Customer Relationship Management (CRM), Software Project Management, Commercial Banking and Integration can also be good to include on your resume.

What are the differences in resume skills between a Technical Support Manager and a Sales Support Manager?

What are good resume skills to include for different support manager roles and job titles.

Depending on the specific role you apply to, you may need to emphasize different skill sets. Here are a few examples:

• Customer Service Support Manager : Customer Support, Zendesk, Customer Relationship Management (CRM), Customer Service Management and Technical Support
• Information Technology Support Manager : Windows Server, Active Directory, IT Service Management, IT Management and ITIL
• Operations Support Manager : Operations Management, Change Management, Management, Performance Management and Supply Chain Management
• Business Support Manager : Stakeholder Management, Project Management, Business Process Improvement, Customer Service and Public Sector
• Technical Support Manager : Troubleshooting, Vendor Management, Networking, Service Delivery and People Management

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Business Support Manager Resume With Samples & Examples

• Resume Format
• May 30, 2024
• Administrative

Business Support Manager Resume : As a Business Support Manager, your resume plays a crucial role in showcasing your skills and experience to potential employers. A well-crafted resume can help you stand out from the competition and land your dream job. In this blog post, we will provide you with a comprehensive guide on how to create a compelling Business Support Manager resume, including sample sections for Objective, Summary, Education, Skills, Experience, Certification, Awards, and Achievements. We will also include a free template to help you get started on building your own professional resume. Whether you are a seasoned professional or just starting out in your career, this guide will help you create a resume that highlights your strengths and accomplishments in the field of business support management.

A resume is a crucial tool in the job search process, and as a Business Support Manager, it is important to have a resume that effectively communicates your skills and experience to potential employers. In this blog post, we will provide you with a detailed guide on how to create a standout Business Support Manager resume. We will cover key sections such as Objective, Summary, Education, Skills, Experience, Certification, Awards, and Achievements, and provide examples and tips on how to effectively showcase your qualifications. Additionally, we will offer a free template to help you get started on crafting your own professional resume. With the right resume, you can increase your chances of landing your desired job in the competitive field of business support management.

A well-crafted resume is essential for any Business Support Manager looking to advance their career. Your resume should effectively highlight your skills, experience, and achievements in order to stand out to potential employers. In this blog post, we will provide you with a comprehensive guide on how to create a compelling Business Support Manager resume. We will cover key sections such as Objective, Summary, Education, Skills, Experience, Certification, Awards, and Achievements, and offer examples and tips on how to tailor each section to showcase your unique qualifications. Additionally, we will provide a free template to help you get started on building your own professional resume. With a strong resume, you can increase your chances of securing interviews and landing your desired job in the competitive field of business support management.

Business Support Manager Resume Sample

John Stewart Business Support Manager Phone:(619) 555-5678 Email: [email protected] Address: 3434 Birch Drive, Hilltop, CA 45678

Experienced Business Support Manager with over 8 years of experience in managing administrative functions, overseeing office operations, and providing executive support. Skilled in streamlining processes, improving efficiency, and implementing cost-saving measures. Proficient in Microsoft Office Suite and project management tools. Led a team of 10 administrative staff at ABC Company, resulting in a 20% increase in productivity.

Business Support Manager XYZ Company, New York, NY January 2018 – Present

– Manage a team of 10 support staff members to provide administrative and operational support to the sales and marketing departments – Develop and implement processes to streamline workflow and increase efficiency within the support team – Collaborate with cross-functional teams to ensure seamless communication and coordination of projects – Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement – Oversee budgeting and resource allocation for the support team to meet departmental goals and objectives – Serve as a point of contact for escalated customer inquiries and complaints, resolving issues in a timely and professional manner – Implement training programs to enhance the skills and knowledge of support staff members, resulting in improved customer satisfaction ratings – Analyze data and metrics to identify trends and opportunities for process improvement within the support team.

Bachelor of Business Administration in Management University of Texas at Austin, Austin, TX Graduated May 2012

Relevant Coursework: – Strategic Management – Organizational Behavior – Business Ethics – Marketing Management – Financial Accounting

Certifications: – Certified Business Support Manager (CBM) – 2015 – Project Management Professional (PMP) – 2017

– Strong leadership and management skills – Excellent communication and interpersonal abilities – Proficient in Microsoft Office Suite – Experience in budget management and financial analysis – Skilled in project management and strategic planning – Ability to prioritize tasks and meet deadlines – Knowledge of business operations and process improvement – Strong problem-solving and decision-making skills – Experience in team building and employee development – Ability to adapt to changing environments and work under pressure

Certifications

– Certified Business Support Manager (CBSM) – Institute of Business Support Professionals, 2018 – Project Management Professional (PMP) – Project Management Institute, 2017 – Lean Six Sigma Green Belt – International Association for Six Sigma Certification, 2016 – Certified Customer Service Professional (CCSP) – Customer Service Institute of America, 2015

Awards & Achievements

– Received Employee of the Month award for outstanding performance and dedication to the team (Company Name, Month Year) – Achieved a 98% customer satisfaction rating for the year, exceeding departmental goals (Company Name, Year) – Implemented a new project management system that resulted in a 20% increase in efficiency and productivity (Company Name, Year) – Recognized as a top performer in the annual performance review, receiving a bonus for exceeding performance expectations (Company Name, Year) – Successfully led a team of 10 employees to achieve a 15% increase in sales revenue for the quarter (Company Name, Year)

Robert Lee – Analyst – WXY Company – (555) 666-7777 – [email protected]

Business Support Manager Resume Objective – Examples

1. To leverage my extensive experience in business support operations to effectively manage and streamline processes, improve efficiency, and drive overall business success. 2. Seeking a Business Support Manager position where I can utilize my strong leadership skills to lead a team in providing exceptional support to internal and external stakeholders. 3. To apply my expertise in project management, budgeting, and strategic planning to effectively support business operations and contribute to achieving organizational goals. 4. Seeking a challenging role as a Business Support Manager where I can utilize my analytical skills and attention to detail to identify opportunities for process improvement and drive operational excellence. 5. To secure a position as a Business Support Manager where I can leverage my strong communication and interpersonal skills to build strong relationships with key stakeholders and ensure the smooth operation of business processes.

Business Support Manager Resume Description Examples

1. Managed a team of business support specialists to provide administrative and operational support to the sales and marketing departments. 2. Oversaw the implementation of new processes and procedures to streamline workflow and improve efficiency within the business support team. 3. Collaborated with cross-functional teams to identify and address operational challenges and develop solutions to improve overall business performance. 4. Conducted regular performance evaluations and provided coaching and feedback to team members to enhance their skills and productivity. 5. Developed and maintained relationships with key stakeholders to ensure effective communication and alignment of business support initiatives with organizational goals.

Action Verbs to Use in Business Support Manager Resume

1. Managed: Oversaw daily operations and team performance to ensure efficiency and productivity. 2. Implemented: Introduced new processes or systems to improve business support functions. 3. Coordinated: Organized and facilitated communication and collaboration between different departments or teams. 4. Analyzed: Reviewed data and metrics to identify areas for improvement and make strategic decisions. 5. Trained: Provided guidance and instruction to team members to enhance their skills and knowledge. 6. Resolved: Addressed and resolved issues or conflicts to maintain a positive working environment. 7. Developed: Created and implemented strategies for business support growth and success. 8. Monitored: Kept track of key performance indicators and progress towards goals to make informed decisions.

Mistakes to Avoid in Business Support Manager Resume

1. Failing to highlight relevant experience: Make sure to include specific examples of your experience in business support roles, such as managing a team, implementing new processes, or improving efficiency.

2. Using generic language: Avoid using generic phrases like “responsible for” or “managed team.” Instead, use specific language to describe your accomplishments and responsibilities.

3. Neglecting to showcase your skills: Be sure to highlight your skills in areas such as project management, problem-solving, communication, and leadership.

4. Including irrelevant information: Keep your resume focused on your relevant experience and skills for the business support manager role. Avoid including unrelated information that does not demonstrate your qualifications for the position.

5. Failing to tailor your resume to the job: Customize your resume for each job application by highlighting the skills and experience that are most relevant to the specific role you are applying for.

6. Not including measurable achievements: Use quantifiable metrics to demonstrate your accomplishments, such as increasing efficiency by a certain percentage or reducing costs by a specific amount.

7. Neglecting to proofread: Make sure to thoroughly proofread your resume for spelling and grammar errors, as well as consistency in formatting and style. A well-written and error-free resume will make a positive impression on potential employers.

FAQs – Business Support Manager Resume

What experience do you have in managing a team of support staff.

I have several years of experience managing a team of support staff in various roles. In my previous position as a customer service manager, I was responsible for overseeing a team of 15 support staff members. I provided training, guidance, and support to ensure that team members were equipped to handle customer inquiries and resolve issues effectively. I also implemented performance metrics and conducted regular evaluations to track team performance and identify areas for improvement. My experience in managing a team of support staff has equipped me with the skills necessary to lead and motivate a team to deliver exceptional customer service.

How do you prioritize and delegate tasks to ensure efficient support services?

Prioritizing and delegating tasks is essential for ensuring efficient support services. To prioritize tasks, I assess the urgency and importance of each task, considering deadlines and impact on overall operations. I also consider the skills and availability of team members when delegating tasks, assigning responsibilities based on individual strengths and workload. Communication is key in this process, as I clearly communicate expectations, deadlines, and provide necessary resources to support team members in completing their tasks. Regular check-ins and feedback help ensure that tasks are being completed efficiently and effectively. By effectively prioritizing and delegating tasks, I am able to streamline processes, maximize productivity, and provide timely support services to meet the needs of our organization.

Can you provide examples of successful strategies you have implemented to improve customer satisfaction and retention?

One successful strategy we have implemented to improve customer satisfaction and retention is implementing a customer feedback program. By actively seeking feedback from our customers, we are able to identify areas for improvement and address any issues they may have. This not only shows our customers that their opinions are valued, but it also allows us to make necessary changes to better meet their needs.

Another successful strategy we have implemented is focusing on providing exceptional customer service. We have trained our staff to go above and beyond to ensure that every customer interaction is positive and memorable. By providing personalized and attentive service, we have been able to build strong relationships with our customers and increase their loyalty to our brand.

Additionally, we have implemented a loyalty program to reward our repeat customers and encourage them to continue doing business with us. By offering incentives such as discounts, exclusive offers, and special promotions, we have been able to increase customer retention and keep our customers coming back for more.

Overall, by consistently seeking feedback, providing exceptional customer service, and offering incentives for loyalty, we have been able to successfully improve customer satisfaction and retention.

How do you handle challenging situations or difficult customers in a support role?

In a support role, I handle challenging situations or difficult customers by remaining calm, listening actively to their concerns, and empathizing with their frustrations. I strive to understand the root cause of their issue and work towards finding a solution that meets their needs. I also maintain a positive attitude and professional demeanor, even in the face of hostility or aggression. By staying patient, respectful, and proactive in addressing their concerns, I aim to de-escalate the situation and ensure a positive outcome for the customer.

What technical skills do you possess that are relevant to managing a business support team?

I possess a strong background in project management, which allows me to effectively plan and coordinate the activities of a business support team. Additionally, I have experience with data analysis and reporting, which enables me to track team performance and identify areas for improvement. I am also proficient in various software programs, such as Microsoft Office and CRM systems, which are essential for managing team workflows and communication. Overall, my technical skills provide me with the tools necessary to effectively lead and support a business support team in achieving their goals.

In conclusion, a well-crafted Business Support Manager resume is essential for showcasing your qualifications and experience in the field. By including a strong objective, summary, education, skills, experience, certification, awards, and achievements sections, you can effectively highlight your expertise and stand out to potential employers. Utilizing our free template can help you create a professional and polished resume that will impress hiring managers and land you the job of your dreams.

Related Administrative Role Resumes:

Resume tips, choose the right format.

Select a resume format that best showcases your skills and experience. Common formats include chronological, functional, and combination resumes.

Tailor Your Resume

Customize your resume for each job application by highlighting relevant skills and experiences that match the job description.

Focus on Key Sections

Include essential sections such as contact information, professional summary or objective, work experience, education, skills, and relevant certifications.

Use Clear and Concise Language

Be concise and use action verbs to describe your accomplishments and responsibilities in each job role.

Quantify Achievements

Whenever possible, quantify your achievements with numbers or percentages to demonstrate your impact in previous roles.

Highlight Transferable Skills

Emphasize transferable skills that are relevant to the job you're applying for, such as communication, problem-solving, and leadership skills.

Prioritize Readability

Ensure your resume is easy to read by using a clean and professional font, adequate white space, and bullet points for listing information.

Proofread Carefully

Avoid spelling and grammar errors by proofreading your resume multiple times or asking a trusted friend or colleague to review it.

Keep it Updated

Regularly update your resume with new experiences, skills, and accomplishments to reflect your most current qualifications.

Seek Feedback

Consider seeking feedback from career advisors, mentors, or professionals in your industry to improve your resume further.

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• ResumeBuild
• Support Manager

5 Amazing support manager Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes

Support manager: resume samples & writing guide, professional summary, employment history.

• Supervise and coordinate the work of administrative staff
• Provide administrative support to management and other staff
• Develop and maintain a good working relationship with internal and external stakeholders
• Manage office supplies and inventory
• Schedule and coordinate meetings, conferences, and other events
• Monitor and review administrative systems and procedures
• Ensure that office equipment is properly maintained and serviced
• Prepare and distribute correspondence, reports, and other documents

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• Ensure compliance with organizational policies and procedures
• Manage day-to-day administrative operations
• Maintain a filing system for records, reports, and documents
• Monitor and respond to customer inquiries
• Prepare and maintain records of office activities and business transactions
• Develop and implement administrative procedures
• Provide customer service support

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

support manager Job Descriptions; Explained

If you're applying for an support manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

support manager

• Assists in day to day operations such as drive sales, ensure a great customer shopping experience.
•  Lead and develop a team of associates.
•  Perform logs and reports daily as well as specific reports on request.
• Ensure a safe workplace, and follow all operating procedures.
• Develop ideas or plans for merchandise displays or decorations.
• Use powered machinery to move or lift pallets or merchandise when needed.
• Resolve customer complaints or answer customers’ questions regarding policies and associates.
• Supervise associates to ensure deadlines and production standards are met or exceeded.
• Implement policies, procedures, and workplace standards in conjunction with management.
• Train employees in job duties, company policies and excellent service to our customers.
• working with English-speaking clients
• supporting clients who bought company’s product
• receiving calls and dealing with customers’ issues
• dealing with technical problems both on Mac and Windows
• Managed a group of 30 software consultants providing Level1 and Level2 support across Asia Pacific/Japan on a 24×7 basis. 
• Responsible for the direction, supervision and support to internal customers and external partners.
• Responsible for achieving Service Level obligations that include Call Resolution, Turn Around time for calls and also completion of Service Request which resulted in enhancements for the supported applications.
• Demonstrated a commitment to excellent customer service, quality and detail.
• Assist customers in all service areas 
• Aid in the cleanliness of the store by collecting return items 
• Support all areas of management with everyday operations 
• Led team in the backroom refresh 
• Employee of the month and I Own Safety Champion, January 2018

support manager Job Skills

For an support manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Inventory Management
• Office Management
• Bookkeeping
• Data Analysis
• Record Keeping
• Office Administration
• Microsoft Office
• Spreadsheets
• Customer Service
• Multi-tasking
• Document Management
• Telephone Skills
• Data Collection
• Time Management
• Accounts Payable
• Accounts Receivable

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Project Management
• Presentation
• Written Communication
• Social Media
• Troubleshooting
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your support manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Unexplained Year Gaps and Missing Job Experiences are a No-no

Gaps in your resume can prevent recruiters from hiring you if you don't explain them..

• It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
• Use the gap to talk about positive attributes or additional skills you've learned.
• Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your support manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Schedul and coordenate meetins, conferenses, and othr events
• Monitor and reviw administrativ systems and procedurs
• Monitor and respnd to custmer inquirys
• Monitor and respnd to customer inquirys
• Monitor and reviw administrative systems and procedurs
• Prepare and maintain records of offce activities and business transactons
• Mointor and respond to customer inquirys
• Supervise and co-ordinate the work of administrative staff
• Manage day-to-day administrative operatios

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position..

• Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
• Make sure to use a professional email address as part of your contact information.
• Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

support manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an support manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Dear Hiring Committee

As a Support Manager with a proven track record of success in Administrative & Clerical, I am excited to apply for the Chief Support Manager position at Amazon. I believe that my skills and expertise would make a valuable contribution to your team.

As someone who has always been curious and eager to learn, I have pursued my education and gained experience in areas like Scheduling to develop my skills in my work. This experience has given me the opportunity to lead major projects and provide my input in diverse areas, which have helped me gain a deeper understanding of the industry. I am excited to bring my passion and expertise to the role at this company and work towards achieving your organization's goals.

Thank you for considering my application for the Chief Support Manager role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

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