Company Profile:

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.

Background:

Charles River Development is rapidly growing its Software-as-a-Service platform. We are looking to recruit a Team Leader to manage and develop the SaaS Operations Level 1 Support Team. This is a hands-on management position responsible for overseeing and mentoring staff providing customer service and frontline operational support for clients subscribing to Charles River’s SaaS solution, including SaaS/hosting and Application Management.

The role includes helping to determine the direction of the Level 1 support organization and actively driving additions and improvements to key support performance indicators as part of our efforts to continuously improve service levels.

As part of being hands-on, the Team Lead is expected to participate in providing the support and service-related tasks as well

Responsibilities:

• Provide leadership and mentoring of L1 support team, including training and development of new and existing support staff
• Oversee day to day operations, including managing ticket queues, internal and external escalations, and high severity incidents.
• Assist with the ongoing development, implementation, and refinement of operational procedures
• Assist with development and generation of key service metrics across the Charles River Development Network Services organization
• Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRD’s automation tools
• Oversee staff in performing other service-related tasks such as client processing schedule changes, testing assistance, security and operational report review, database restores, and minor change requests
• Follow departmental procedures to ensure timely, high quality delivery of service to Charles River global Managed Services clients and help ensure a “five 9’s” level of service availability
• Work with Team Leads in other regions to ensure the same standards and procedures are being followed globally.
• Occasional off-hours support

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

Skills, Experience & Qualifications Required:

• A minimum of 4 years’ experience with at least 2 years in a staff leadership capacity, preferably in financial services
• Proven customer focused mindset and excellent customer service skills
• Excellent interpersonal, verbal, and written communication skills
• Strong attention to detail and troubleshooting skills
• Experience in a staff leadership capacity, preferably in a helpdesk/technical environment supporting mission-critical, production enterprise applications
• Demonstrated familiarity with operational environments, service level metrics and process improvement
• Familiarity with ITIL methodology a plus
• General familiarity with Windows administration, networking, and databases preferred
• Experience with Financial Services Investment Management, Trading or related systems (e.g. Charles River IMS) preferred but not essential.
• Experience in MS SQL Server or Oracle, configuration, operations, and basic administration functions.
• Familiarity with job scheduling software, Salesforce, Remedyforce, Information technology Service Management (ITSM), SharePoint Administration, system monitoring software and or similar systems are a plus.
• Exposure to disaster recovery/business continuity procedures and management preferable.
• Bachelor’s degree in a technical or analytical discipline. A degree in Computer Science, IT, Financial Engineering, Engineering, Science, Economics, Maths or Statistics preferred