Operations Support Manager

Operations - Support Analyst

Who is Private Client Resources (PCR)

PCR is a fast growing, dynamic, global FinTech company focused on changing the way wealthy families and their advisors view their financial assets and make financial decisions. PCR delivers a safe, efficient and scalable technology platform to consolidate and globally share data from thousands of banks, custodians and fund managers. We are trusted by over 250 firms that span the entire wealth management spectrum including leading global private banks, advisors, wealthy families and wealth-tech firms.

What is the Support Analyst Role

As a Support Analyst you will service inbound requests from our growing client base and coordinate timely resolution from within the support team or through coordinating the efforts of other operations and technology teams. It is a fast-paced position servicing the needs of sophisticated clients about the complex investment data we manage for them. You will work in a global team who collaborates to deliver the highest service levels possible.

What will my mission statement be

I aspire to be trusted team member that clients enjoy working with and who they rely on for proactive communication and quick resolution to questions and issues.

What tools and applications would I use to service clients

• Support ticketing and service desk (Jira)
• Knowledgebase (Confluence)
• Data diagnostics (PowerBI and our operations dashboards)
• Internal data aggregation and reconciliation applications

What would my day look like

• 10% planning and strategizing your day with your team
• 50% interacting with clients and their requests
• 20% learning, testing and operationalizing new platform features
• 10% collaborating with other teams on the production hand-off of new clients
• 10% client reporting and updates

What is the nature of the team I will work with

You will work in our Support team in our Operations group.

What would be my specific responsibilities

• Become proficient in our platform and solutions
• Respond to inbound requests by email or ticket promptly and professionally
• Triage all requests and resolve or route to correct team member
• Maintain awareness of the severity of issue and adjust servicing accordingly
• Manage process to applicable service level for response and resolution time
• Escalate unresolved issues as needed to supervisors and other management
• Groom assigned tickets daily with a focus on proactive client communication or resolution
• Contribute to knowledgebase and be a generous sharer of information
• Champion root cause analysis and remediation for recurring issues
• Identify enhancements that may reduce support issues

What are the skills I must demonstrate to be successful

• Excellent verbal and written communication skills
• Enjoy a fast-paced environment with consistent deadlines
• Analytical and detail-oriented problem solver
• Curious learner who independently seeks out knowledge of our solutions
• Cool under pressure in the event of client escalations
• Proactive communicator who recognizes the value of interim updates
• Capable of managing long lists in an organized manner
• A team player that enjoys collaborating to produce the best results

What experience will set me apart for this role

• BA/BS degree in computer science
• 3-5 years experience in support or business analyst role in enterprise setting
• Knowledge of wealth management and investment data domain
• Experience in a support role in commercial setting (e.g. wealth tech solution provider)

What opportunities for advancement do I have

There are many opportunities to grow at PCR as you master knowledge of our applications and solutions including growing into product, technology, operations and sales. The Support Analyst role produces leaders who possess broadest knowledge of our clients and service offering and are sort after additions in all our teams.

Update if offshore resources will be required to be in the officeWhy choose to work at PCR

While established, PCR's culture is more closely aligned to one of a startup. We value self-starters, learners, contributors, and creators that thrive on continuous improvement. We are also committed to an environment that appreciates the personal and professional objectives of our team members and foster a culture of listening and inclusion.

PCR is invested in the success of its employees. Employees are empowered through the company's values to build trust, exhibit passion and to be team players. Through diversity and inclusion our employees bring different experiences and views that will drive innovation and collaboration that will benefit each other, our clients, partners, and stakeholders. We are committed to providing our employees with competitive compensation and benefits, training, opportunity for advancement, flexibility and work life balance and a safe place to work.

PCR is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind:

All employment decisions at PCR are based on business needs, job requirements and individual qualifications, without regard to national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, marital status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.