Overview

Job Purpose

The Manager, Client Support acts as a leader, coach, and supervisor of a team of customer support professionals. As a leader, the Manager will collaborate, identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the support experience to ICE Mortgage clients. As a coach, the Manager is responsible for driving the development of their team - as a team, and individually, to ensure effectiveness and job satisfaction. As the supervisor of their team, the Manger is accountable for ongoing performance and service delivery against the objectives and goals of the business and department. As part of their guiding philosophy, the Manager should drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention.

Responsibilities

Manage to business processes, which, when implemented, will lead to exceptional performance
Manage to a set consistent service delivery key performance indicators as required by functional role
Create a cooperative environment where full understanding of the performance and enablers of "best in class" Technical Support team are fully understood across all team members
Select and recruit team members with high potential in service delivery
Manage timely departmental workflow and productivity, as well as enhance agent experience and knowledge.
Develop tactical proposals for the department to support company initiatives
Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues
Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives
Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations

Knowledge and Experience

5+ years minimum experience in a customer-facing technical support, or equivalent roles
Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Strong working knowledge of operational best-practices which govern delivery of technical support
Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management
Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management
Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. Critical thinking; Problem solving. Excellent analytical and problem resolution skills
Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Excellent written and verbal communication
Plans and Aligns: Successfully applies effort toward the planning and prioritization of work efforts necessary to support and satisfy commitments aligned with organizational goals. Objective oriented; Develops initiatives and actions to support objectives; Anticipates and adjusts; Plans for contingencies. Excellent organizational and time management skills
Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals. Empowers; Invites input; Fosters visibility and ownership. Ability to lead, train and motivate staff at all levels and cross-functionally
Action Oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm. Can-do attitude; Steps-up to challenges; Bias for action. Ability to set goals and meet deadlines at the initiative, project and task level. Ability to delegate appropriately and monitor/measure effectiveness
Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Excellent customer service and crisis management skills
Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. Ability to work well with all levels of management
Strategic Mindset: Possesses the ability to rationalize future possibilities and translate into actionable and breakthrough strategies. Anticipates trends; Develops future/forward-thinking scenarios.

Preferred Knowledge and Experience

Resilient: Capable of handling setbacks, adversity, and crises effectively and with poise. Maintains positive attitude; Handles pressure; Finds growth in adversity
Thought Leader: Recognized as an authority or expert in their field whose opinions are informed and trusted. Innovative; Inspiring; Passionate
Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge
Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process
Full knowledge of Client Support, Technical Support, or equivalent operational functions, procedures and quality of service measurement
Bachelor's degree in Business Administration or Computer Science preferred

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

Intercontinental Exchange Holdings, Inc.

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Manager, Client Support (MLS)