Production Manager

Murex•Toronto, ON

14d

About The Position

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. The Murex Production Management team aims to deliver expertise that helps Murex customers in the region by providing a range of services, including support, training, platform evolution, and the implementation of new modules.

Requirements

Minimum of 8 years of relevant treasury or capital markets IT work experience within Murex, a competitor, a bank or a consultancy firm
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 relationships 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)

Responsibilities

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