• Competitive
  • Singapur, Singapore
  • Festanstellung, Vollzeit
  • Avaloq Asia Pacific Pte Ltd
  • 2019-01-18

Head of Banking Operations (BO) Service Delivery Manager

  • Vollzeit
  • Singapur, Singapore
  • 18 Jan 19

Head of Banking Operations (BO) Service Delivery Manager

Help Us to Shape the Banking of Tomorrow

Avaloq is driving the digital transformation and automation of the financial services industry.
Our clients are the leading banks of today and tomorrow. Based on our fully integrated banking software, we create powerful digital experiences provided through a standardized Business Process as a Service (BPaaS) or Software as a Service (SaaS) model to banks and wealth managers.

To further spur innovation, we work with clients, other fintechs, universities and hundreds of third-party developers in a uniquely collaborative way we call the Avaloq Ecosystem.

Headquartered in Switzerland, Avaloq has more than 2,000 employees and has a presence in the world's most demanding financial and innovation centres, including Berlin, Frankfurt, Hong Kong, London, Luxembourg, Madrid, Paris, Singapore and Sydney.

More information is available at www.avaloq.com

Brief Job Description

To ensure the effective and efficient management of all aspects of service delivery towards the clients in strict and structured collaboration with the internal stakeholders ( Regional Delivery Head, Service Delivery Management and Service Managers ) respecting the agreed communication and escalation process, SLA in place, established security policies, published processes and RBO Global Strategy.

The main responsibilities:

  • To coordinate BO master SLA amendments with the various SDMs, to discuss and agree change requests with the local SM and to ensure they are seen as the unique source of truth for BO SLAs
  • To work closely with the SDMs on client requests with the goal to fully meet client expectations.
  • To be the advocate for standardization in BO service delivery towards the client and work closely with SM in order to enable her/him to push standardizations to the clients.
  • To feed automation ideas to the BO global evolution team based on client use cases/incident
  • To be the local point of reference for local executives for BO operational topics.
  • Act as an escalation point for RCM stakeholders particularly for the service managers and local executives
  • Accountable for service delivery quality vs clients
  • Analyse complex or transversal service requests and information requests and assign to appropriate service delivery manager/s for initial analysis and potential solution proposal
  • Periodically align with Global Service area heads and service delivery managers to communicate process changes/improvements to clients via Service managers
  • Coordinate actions of SDMs in case of complex and transversal majour incidents
  • Collate weekly structured report on complex and transversal service requests and operational issues from Servce area Managers, Service Delivery Heads and Service Managers (operational issues: status, risk, causes and corrective measures)
  • Ensure escalated actions coming from clients are allocated to the relevant SDM and being executed effectively
  • Communicate in a correct and professional way with internal and external stakeholders respecting the agreed communication process
  • Liaise with Service Delivery Managers, Service Delivery Heads and Service Managers to gather required information
  • Support defining and unifying all regional SLA's to single Global SLA
  • Escalate exceptions to Global SLA's via Service area managers and seek explicit approval from Global head of RBO for deviations
  • Accountable to define, mantain and improve client SLA's in accordance with standardisation and Global SLA.
  • Drive defining and refining KPI contents along side Service management towards all clients during onboarding and periodic reviews
  • Support Evolution team with standardization and automation requirements focused on improving the service delivery towards clients. in line with SLA's, established security policies, published processes and RBO Global Strategy.
  • Meet clients regularly to understand service level expectations and feeback
  • Actively collate and analyse along with Service delivery managers and service area heads the voice of customer
  • Responsible to work with Service area heads in setting objectives for SDM and providing regular feedback
  • Participate in Client governance meetings like SOC and STC when invited on need basis


Key Requirements
  • Bachelor's Degree from a recognized institute, preferably specializing in Banking related disciplines
  • At least 8 years of relevant working experience
  • Prior experience in Avaloq Banking Suite in several domains
  • Broad understanding of the Banking and Technology industry
  • Strong communication and articulation skills
Other requirements:
  • Maximise customer value - Generate highest value for our customers
  • Build the future of Avaloq - Embrace intrapreneurship
  • Embrace innovation speed - Create something new and learn quickly
  • Shape change effectively - Deal with uncertainty and change
  • Manage conflicts productively - Resolve difficult situations, tension and conflicts
  • Network successfully
  • Apply analytical thinking and intelligent concepts
  • Build resilience - Deal productively with stressful situations
  • Plan and organise efficiently - Manage resources
  • Self-reflect and develop with courage
Do you want to apply your knowledge in a professional and dynamic environment? Solve challenging tasks as part of a highly dynamic team?

A high level of self-sufficiency in your area of work and an open work-culture awaits you!
Click the "Apply Online" button below to apply to this position now.

Kindly note that only shortlisted Candidates will be contacted for next steps. We look forward to receive your application!