Service Manager - Investment Accounting & Insights (IAI)

Our opportunity

The purpose of a service manager is to ensure the smooth, efficient, and customer-centric delivery of IAI services, while continuously striving for service excellence and driving organizational growth. They oversee and coordinate service delivery within an organization. Service managers ensure efficient and effective IAI service operations, manage customer requests and issues, and strive for service excellence while driving organizational growth. They enable business operations and information flow as well as identifying trade-offs and implementing improvement of operations thinking beyond their direct responsibilities.

Your role

A service manager is responsible for overseeing and coordinating the delivery of IAI services within an organization. Their primary purpose is to ensure that services are delivered efficiently, effectively, and in line with the organization's objectives and customer expectations. They play a crucial role in maintaining high levels of customer satisfaction by managing service requests, resolving issues, and continuously improving service delivery processes.

Service managers collaborate with various teams, including customer support, operations, and technical teams, to ensure smooth IAI service operations. They develop and implement service strategies, policies, and procedures to streamline service delivery and optimize resource utilization. Additionally, service managers monitor key performance indicators (KPIs) to assess service performance, identify areas for improvement, and make data-driven decisions to enhance service quality.

Another important aspect of a service manager's role is stakeholder management. They engage with internal and external stakeholders, such as customers, vendors, and partners, to understand their needs, gather feedback, and build strong relationships. By actively listening to customer requirements and feedback, service managers can drive service improvements and foster long-term customer loyalty. 

As a Service Manager – Investment Accounting & Insights (IAI) your main responsibilities will involve:

Understands the business and the industry to master its operational aspects:

• Develops and articulates a holistic understanding of the economics of operations, including the link between financial targets and how the business is run
• Pro-actively seeks industry operations best practices and emergent trends and makes them relevant for the business strategy
• Navigates organizations: e.g. works through and influences stakeholders, relationships, budget constraints, dependencies, purpose and identity of the organization, formal and informal ways of decision making.
• Proactively develops a multi-faceted view on business: understands business drivers and their implications on individuals, people systems (meaning, information, trust), operating assets (infrastructure), operations, financial aspects, technology, locations, tax
• Analyzes and proposes operational KPIs against the industry best-practices
• Formulates a strategic vision on the of the operational side of the business and what it takes to get to that vision.
• Articulates how to position the people, capabilities, assets and systems towards the strategic vision
• Develops and evolves processes and operating assets toward the organization's strategic vision (Transformation management/change initiatives)
• Brings meaning and context to everyone to the transformation
• Prioritizes among implementation and operating options and change initiatives
• Questions the existing setup, influences and shapes projects by bringing the operational, pragmatic view and implements what is needed to get to the strategic vision
• Explores different options, including make and buy, vendors and business partners, to find what fits the business needs (prototyping mind-set)
• Represents the investment function at business committees, including external stakeholders, to ensure understanding of business operations, capabilities and drivers and enables business strategy & execution.
• Networks among peers, asset managers, business leaders from the industry.
• Enables efficient and redundant flows of information across co-workers and functions. Facilitates collaboration and learning across teams.
• Creates a trusted and enabled environment where each team member can work at their best.
• Coaches and assesses team members in establishing and leading high-performing teams, supporting the teams to reach their full potential.
• Makes the teams aware of what the team's business purpose is and how they deliver on that purpose.
• Leads the functional area, makes the teams aware of what they are required to achieve and how they are performing against their objectives. Sets objectives, reviews performance and provides on-going formal and informal Feedback. Additional Job Functions
• Supports end-to-end projects and enables the rollout of the project outcomes within the business units.
• Leads the implementation of change initiatives Business Accountabilities
• Directs and balances strategic and tactical solutions in order to get to the desired business outcome within a set of constraints, including budgetary, strategic and resource constraints.
• Investigates and develops enhancements and radical changes with long payoffs, balancing against addressing quick fixes and making the most of what is in place
• Understands business tradeoffs and consequences of their decisions and how they impact the business
• Develops and manages investment business processes and operating assets in order to achieve business objectives and continuously improve performance
• Delivers outcomes by enabling and running processes and operating assets to set the business in line with industry best practices
• Monitors business performance against internal metrics (be it financial, strategic)
• Runs their business area against financial metrics: focus on efficiency and effectiveness
• Understands and manages the operational risks that affect the business
• Contributes to opportunities to improve profitability of new business, and shares best practices within the investment management and business community
• Lead a diverse functional team, setting objectives, reviewing performance and participating in selection/promotion decisions to ensure that staff have the necessary skills and understanding to deliver the team's objectives.
• Model behaviors that demonstrate commitment to corporate values.
• Create and lead high-performing teams and complete performance management cycle for direct reports.
• Create people management plan to ensure human capability is in place as part of business planning process.
• Resolve significant business issues by creating teams of appropriate internal and external resources.
• Take action to manage own personal development and encourage others to do the same.
• Are accountable to successfully provide the agreed service to its clients – working as partners with the clients with the aim to exceed their expectations
• Understand the business, set up and situation of our clients, enabling/advising our clients to become better – Act as a CRM
• Translate the needs of our clients into the service delivery and required processes & skills
• Promote agile working and self-organized teams, promoting diversity of thinking and collaboration across the teams
• Manage the service team by influence – develop and adapt a team with all required skills and seniority to provide current and future services, in agreed quality and time
• Take ownership and accountability of all aspects of the service. Actively manage strategic KPIs and ensure attractive services – value for money
• Entrepreneurial – challenge status quo and continuously explore improvements of processes and client deliverables, as well as the possibility of expanding services
• Ownership of the cost, client information for charging purposes – Plan/ forecast process.

Your Skills and Experience

As a a Service Manager – Investment Accounting & Insights (IAI) your skills and qualifications will ideally include:

• Effective communication
• Organizational Agility
• Stakeholder Management
• Customer Service
• Innovative thinking
• General Management Skills
• Live new Mgmt style: Inspire, Coach, supporting autonomous teams
• Able to "sell" the services to the customers
• Business Acumen Consulting
• Business Case development
• Entrepreneurial Thinking

What we offer?

 As well as a competitive salary and a yearly bonus we offer:

• Over 300 euros to set up your home office and additional monthly home office allowance
• Wide range of internal and external trainings, including free English and Spanish classes depending on the needs
• Ticket restaurant or flexibility to exchange it for other benefits
• Life, accident, and Health Insurance
• Collective Life Retirement Plan
• 2000 referral bonus if you bring other talented people like you
• Special banking and insurance conditions plus Exclusive Employees discounts
• Functional diversity benefits
• Events: summer and Christmas party, different activities like hiking, investment, beach volley club and many more
• No dress code
• knowledge of databricks technology and architectures

#LI-Hybrid

Primary work location is Barcelona, Via Augusta. Please apply with your CV in English.

Who we are

Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.

Diversity & Inclusion

At Zurich we are an equal opportunity employer.  We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

So be challenged. Be inspired. Help us make a difference.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  ES - Barcelona 
• Schedule: Full Time
• Recruiter name: Laura Santamaría Rodríguez