See yourself being part of a large, transformational change? This could be the role for you!
Iress is continuing to hire for roles during Covid-19 with all interviewing and on-boarding done virtually. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.
Who we are
At Iress, 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.
From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.
Iress is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.
About the role
Manage and Develop a high performing support team, ensuring overall quality and consistency of support experience for clients and end users.
What you will be doing
Manage and Develop a high performing support team, ensuring overall quality and consistency of support experience for clients and end users
Work with internal stakeholders to correctly monitor and review service level management and provide regular reporting on SLA adherence to business stakeholders
Manage expectations of internal stakeholders to ensure their expectations are met or exceeded, with progress effectively and regularly communicated
Take ownership of team performance and delivery. Act as escalation point for Support Specialists and assist with resolution of issues or problems that are more challenging, of high priority, or complex in nature
Manage and prioritise support team workload and availability to ensure timely and efficient support at all times
Consistently drive the up-skilling of the team across all aspects of the role, product, industry, customer service in alignment with the Iress Delivery Framework
Supervise the diagnostic processes to improve resolution of incidents at first level, identify opportunities and facilitate solutions to enhance client service offerings.
Plan and supervise Service Desk activities including after-hours incident support and escalation
People Leader Responsibilities
Set a clear direction for the team so that they have a clear understanding of company and personal winning steps and their role in achieving those winning steps
Have continuous conversations with each individual in the team where you agree and update winning steps, discuss how individuals are performing against agreed objectives, provide constructive feedback and record individual achievements and growth plan goals
Manage leave, performance, and disciplinaries with support from People Iress BP’s
Identify any skills gaps for each individual and develop and implement a plan to address them
What you will need
A Strong sense of urgency
Creative problem Solving
Situational Decision making
IT or Engineering Qualification
Basic Database Administration Knowledge and Experience (SQL)