Murex is a global fintech leader in trading, risk management and processing solutions for capital markets.
Operating from our 19 offices, 3 400 Murexians from over 65 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world.
Join Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. You’ll be part of one global team where you can learn fast and stay true to yourself.
What you’ll do:
Production Managers are appointed on a handful of SaaS clients to:
- Grow as a strategic, trusted, and valued partner of his/her portfolio of clients
- Develop a mutually beneficial long-term partnership between Murex and these clients
- Advise clients on how to efficiently support Murex and leverage its usage
- Create adequate communication and streamlined processes between Murex and client teams
- Properly monitor client satisfaction while controlling support costs
- Ensure production instance quality through optimized support, in line with our contract obligation, client satisfaction, and client business objectives
- Organize support activities, define and optimize staffing requirements
- Ensure the availability of suitable support structures at Murex and at the client
- Expand Murex usage tactically and strategically through the entire production instance life cycle
- Help leverage and expand the usage of the Murex Solution throughout the client organization
- Manage change requests, including staffing, delivery quality, and consistency with Murex standards
- Manage Murex IT tools related to production management
- PEGA Support tool: case workflows, defect workflows, development workflows
- Qlik Dashboard tool: Internal reporting on KPI and quality assessments
- JIRA tooling: for services management
- RunDeck: for end-of-day management
- Splunk: for monitoring
Who you are:
- Minimum of 8 years of experience and managing large complex projects.
- Experience as a trusted key point of contact in a client relationship
- Proven experience in supervising the delivery of production support for a software vendor, with:
- The management of a cross-functional team, and/or
- An ability to act as an escalation point and, in this case, to ensure an appropriate response is put in place both at Murex and client, and/or
- An ability to anticipate issues/risks and trigger corrective actions (ex-ante) at Murex and at the client, and/or
- A previous experience in managing relationship between stakeholders at banks or hedge funds and external vendors or system integrators...
- Ability to develop trust-based relationships with client contacts:
- Proactively providing them with relevant and fit-to-purpose information and advice
- Managing expectations and acting with integrity, transparency, and accountability
- Reliably following through on what matters to them
- Helping them leverage Murex’s offering to reach their objectives (business or IT)
