Head of Customer Operations

2 months ago

Johannesburg, South Africa Iress Limited Full time

See yourself being part of a large, transformational change? This could be the role for you

At Iress, we make things happen
We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.
Build your career at Iress

Head of Customer Operations will lead the Support and implementation teams for the South African Trading and Market Data Business Segment. Success in this role involves ensuring the seamless delivery and ongoing support of our trading and market data applications, achieving high levels of client satisfaction, and driving operational efficiency. The ideal candidate will have a strong background in trading systems, market data, and leadership, with the ability to manage complex projects and foster a high-performance culture. This role requires strategic thinking, excellent problem-solving skills, and the ability to collaborate effectively with cross-functional teams.
Some of the awesome things you’ll be involved with:

- Lead and manage the support and implementation teams to ensure the successful deployment and maintenance of trading and market data applications.
- Develop and implement operational strategies that optimise efficiency and enhance client satisfaction across support and implementation.
- Oversee the resolution of complex technical issues, ensuring timely and effective solutions are provided to clients.
- Collaborate with product development and quality assurance teams to identify and address recurring technical issues.
- Coordinate with the product development team to prioritise and manage software updates, enhancements, and bug fixes.
- Analyse support & implementation metrics and KPIs to monitor performance, identify trends, and implement improvements.
- Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams, while fostering a culture of continuous improvement to enhance collaboration and drive ongoing value.
- Ensure compliance with industry regulations and company policies in all operational activities.
- Drive continuous improvement initiatives to enhance service delivery, reduce costs, and increase operational efficiency.
- Provide regular reports to senior leadership on operational performance, challenges, and strategic initiatives.
- Foster a high-performance culture within the support and implementation teams respectively, promoting collaboration, innovation, performance and professional development.

What you will bring:

Qualifications and Certifications

- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field
- Certifications in project management or IT service management (e.g., ITIL) are preferred.
- Minimum of 5 years experience in trading systems, market data applications, or related fintech industries

Professional Skills and Competencies

- Operations Management: Manages operations to deliver services that meet client and business needs. Experience in process improvement and efficiency optimisation.
- Service Level Management : Ensures that agreed service levels are met and maintained. Ability to understand and anticipate client needs and deliver exceptional service.
- Problem Management : Investigates and resolves complex problems, ensuring that data is properly documented and communicated.
- Project Management: Manages projects to deliver defined objectives and outcomes.
- Communication : Communicates effectively with stakeholders at all levels, ensuring clear and concise information exchange.
- Strategic Thinking: Develops and implements long-term strategies that align with business objectives.
- Analytical Thinking: Analyses complex issues, identifies trends, and develops effective solutions.
- Customer Focus: Demonstrates a commitment to providing excellent customer service and support to customers. Ability to handle customer complaints and issues effectively.
- Collaboration: Works effectively with cross-functional teams to achieve common goals
- Technical Proficiency: Familiarity with relevant software and technology used in client service and implementation. Ability to leverage technology to improve operations and client service.
- Organisational Skills: Strong organisational skills and meticulous attention to detail. Ability to manage multiple projects and priorities simultaneously.

Why work with us?

Join us in shaping the future of financial services in Southern Africa.
Our mission is to provide locally relevant technology, backed by exceptional service and support, empowering our clients in trading, market data, advice, and investment management to deliver their best.
If you’re passionate about financial technology and excited to create solutions that drive the future of the industry, this is the place for you. We’re seeking innovative problem-solvers who are eager to grow their skills and capabilities. If you're driven by delivering outstanding service, thrive in a collaborative environment, and want to make a real impact, you’ll find a fulfilling career with us.
Our culture is rooted in values of going beyond, acting smart, and winning together, with adaptability, accountability, and inclusivity at the heart of everything we do. We offer industry-leading benefits that support you at every stage of life, including long weekends, flexible working, generous parental leave, and a connected team culture.
We’re excited to build the future of fintech—come be a part of it

#LI-Hybrid

Employment Type
Employee
Time Type
Full time

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