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.

The SFCM Global Product Support Lead is a senior role within Operations reporting to the Global head of Product Support. Core responsibility is to lead and improve all aspects of support services provided to Broadridge's SFCM client base. The role will focus on maximising efficiency and effectiveness of both direct reports and supporting groups (e.g. development, product and infrastructure) across the enterprise. Additionally, the successful individual will form part of the succession planning process for the Global Head of International Product Support.

Job Responsibilities:

• Lead a team of onshore and offshore support specialists, supporting them to ensure efficient and effective operations;
• Drive end to end service improvement across the product stack targeted at improving overall Net Promoter Scores;
• Become competent in the SFCM product and it's implementation, able to guide the team functionally and technically as required. This will be a "hands on" leadership role with overarching objectives of growing the India team to derive maximum benefit in terms of effectiveness and efficiency;
• Ensure service delivery is performed to consistent standards across the various disciplines (service request, incident, problem, change and event management) to ensure client and Broadridge priorities are addressed effectively;
• A significant aspect of the role is ensuring that the team triage client requests efficiently and effectively, ensuring service is delivered in accordance with internal and external service level agreements;
• Develop and utilise metrics to drive data driven decisions;
• Own continual improvement plans from a service perspective. Partner with supporting teams (development, product, SRE and Infrastructure) ensuring prioritization of actions and transparency of action owners;
• Act as a primary client escalation point for SFCM service issues;
• Ensure that effective monitoring is in place across supported services;
• Lead service review meetings with General Managers and Client Stakeholders to C-Suite level.

Requirements:

• Extensive leadership skills;
• Ability to maximise benefits of globally diverse and disperse teams;
• Strong organisational and planning skills;
• Strong and clear communication, both written and oral;
• Strong client partnership. When necessary, able to push back with tact and diplomacy; for example on requests that fall outside of normal service scope;
• Critical thinking and problem solving skills this must include the ability to make informed decisions, assess risk and escalate when appropriate;
• A champion of innovation and continual improvement;
• An appreciation of ITIL requirements.

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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.