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Program Analyst (Support) – JR1030283

Broadridge

Broadridge is the leading provider of investor communications and technology-driven solutions—helping broker-dealers, banks, mutual funds, and corporate issuers manage risk and accelerate growth.

Responsibilities:
– Individual contributor who works on client issues (for both Production, UAT problems of the application) to make sure they are analyzed accurately and come out with solution recommendation in a timely manner
– Maintain and help improve the customer service support model that is aligned with our strategic priorities with FXL product
– Partner with development, product, application support and operational teams to ensure detailed execution of service
– Lead initiatives to scale the customer service organization to meet the growing needs of the business
– Craft, measure and exceed service standards and key performance metrics
– Run quality of service metrics to ensure a premium-quality customer experience
– Identify product roadmap opportunities through client interactions and build feedback loop for Product Management
– Work with technical support/Help Desk and Operations groups to meet daily SLAs between Broadridge’s systems and Clients’ systems
– Establish critical metric in terms of customer service/happiness and work towards exceeding the goals by track/measure results
– Handle any production issues that may arise, review post mortems, and anticipate future business changes and actively adapt plans to ensure premium service
– Ability to travel in order to meet client obligations as applicable

Qualification:
Should have 3-6 years invalidated experience in support organization

  • Should have knowledge on brokerage processes, Foreign exchange & Cash management (Capital markets knowledge – Fixed income, Equities is a plus) and should have good understanding on how customers use the product
  • Should have Technical experience including writing Queries, trouble shoot/debug code, understanding on technical infrastructure/components
  • Should have understanding on .Net & Java technologies
  • Ability to multi-task and work efficiently under pressure with careful attention to detail
  • A self-starter with excellent verbal, written and presentation skills

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Program Analyst (Support) – JR1030283

To apply for the job click here

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Broadridge

Broadridge is the leading provider of investor communications and technology-driven solutions—helping broker-dealers, banks, mutual funds, and corporate issuers manage risk and accelerate growth.

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