At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
Responsibilities
Client Service: Service Delivery Management
provide direction to the efforts of the support and development groups, maintain strong client relationships
Act as client liaison at the operational day to day management level including regular meetings and response to client escalations.
Agree the schedule of work deliveries with the clients acting as a champion to their issues.
Liaising with the internal teams as to confirm scheduling / solution detail and agree responses to the client.
Plan out future work / forecast the needs of the client demands such that resources can be managed appropriately.
Escalation of critical issues internally or to the client so that appropriate action can be taken.
Ongoing project administration / liaison with finance (invoicing for enhancements / consultancy work, budget control, estimates / enhancement reports).
Produce regular status reporting to the client and internal stake holders on service delivery performance (releases performed / bugs reported / major outages etc)
Ensure procedures are followed by support team members.
Ensure that all issues are logged into the wiki and follow the appropriate workflow.
Ensure Broadridge deliver the best possible service including compliance with any existing Service Level Agreements.
Identify and follow up on revenue generating opportunities, prepare and price proposals (or enhancement requests) based on product development analysis and estimates, negotiate and drive client sign-off on proposals
Look for opportunities to increase the time we spend with our clients and to widen our network of client contacts.
Project manage implementations which do not have a dedicated PM.
Client Service: Critical Incidents
take charge of the situation during critical incidents
Act as a key co-ordination point for key incidents between internal and external
Help to investigate, direct and manage critical incidents using technical skills and knowledge of the business
Escalation of key critical outages to senior management and technical groups to attain further support.
Client / Internal Relationships
Build trust and understanding between the members of the team on both client and internally
Develop and maintain progressive and professional relationships with the clients.
Work closely with and be the focal communication point with the local and global support / development teams.
Your Profile
5-6 years of experience in a client-facing support role
Experience working or strong understanding in financial services industry
Excellent verbal and written communication skills
Fluent in Cantonese
Strong analytical and problem-solving skills
Outstanding organizational skills and attention to detail
Broadridge is proud to be an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds.
#LI-KA2 #LI-Hybrid
Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.
Broadridge Financial Solutions, Inc. (NYSE: BR), is a global Fintech leader, delivering technology-driven solutions that drive digital transformation for banks, broker-dealers, asset and wealth managers and public companies. At Broadridge, we are committed to making a difference. Our unique culture is guided by the Service-Profit Chain—the idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by providing the critical infrastructure that powers investing, corporate governance and communications. A certified Great Place to Work®, Broadridge is part of the S&P 500® Index, employing over 14,000 associates in 21 countries.
Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. On and off-site working provides flexibility by balancing the needs of our clients, teams, and associates. Our Connected Workplace is grounded in the following concepts: Flexible, Accountable, Connected, and Supported. This approach allows us to achieve business goals while supporting meaningful work-life integration for our associates. Broadridge’s high-performance teams thrive in a culture based on trust and mutual respect that emphasizes outcomes—rather than how, when, and where work is done.
We are dedicated to fostering a diverse, equitable, inclusive, and healthy environment. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success.
Our goal is to ensure our associates at every level of the organization represent the diversity of the clients we serve and the communities in which we work. We pursue both top-down and bottom-up approaches to advancing diversity, equity, and inclusion initiatives and values into our culture. This is reflected in the varying backgrounds of our over 13,000 associates working in 21 countries around the globe.
We believe that our associates are among our most important assets. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our Connected Workplace where associates may be working on-site, off-site, or using a hybrid model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.