Arbetsbeskrivning

We are looking for a Team Leader based in Stockholm, Sweden, who will oversee our Customer Support team consisting of 5 to 10 Technical Account Managers (TAMs), located both locally and remotely across Europe.

In this role, you will be assigned a few client accounts to manage directly, but your primary responsibility will be to lead a team of dedicated to supporting Broadridge customers and handling all requests related to our Principal Trading Products. You will be reporting to the Customer Success Manager Continental Europe.

Success in this role requires balanced knowledge of the financial industry, technology, and our products to ensure our clients’ system requests and issues are addressed in a timely and effective manner.

This is a hybrid position, offering the flexibility of working both on-site and remotely, aligning with our commitment to adaptable work arrangements.

Responsibilities of the Team Leader:

• Manages a few clients directly, typically high-profile ones.
• Leads a team of 5 to 10 Technical Account Managers (TAMs) and, in this capacity:
• Acts as an escalation point for the team and for clients.
• Escalates critical outages to senior management and technical groups to secure additional support.
• Assists the team in investigating and managing serious incidents, utilizing technical expertise and a deep understanding of the business and our products.
• Works with TAMs to share your technical expertise, provide guidance, and brainstorm solutions.
• Coordinates the team, develops best practices, and communicates changes across the organization.
• Supports the team in reducing their overall backlog.
• Regularly reviews metrics to ensure team efficiency.
• Reviews staff performance and assists with HR-related matters. (Year-end reviews…)
• Develops, writes, and ensures the implementation of technical best practices and troubleshooting manuals.
• Develops strong relationships with Product and Engineering teams.
• Provides operational oversight and guidance to ensure adherence to Customer Success Best Practices.
• Builds and maintains strong client relationships to ensure a high level of client satisfaction.
• Conduct and Assist TAMs in their weekly and Business reviews with clients either on-site or by phone

Qualifications/Education:

• Bachelor’s degree in business operations, computer science, or a related field.
• At least 5-10 years of experience in a client-facing role within the financial technology industry.
• Senior experience mentoring, training, and collaborating with individuals or teams.
• Operational experience with Capital Markets/Post-Trade functions, including equities, options, derivatives, securities lending, or prime brokerage.
• Excellent communication and interpersonal skills, enabling effective collaboration with clients and internal stakeholders.
• General technical acumen, including strong proficiency in Linux and scripting.